Do you have any questions?
Your request will be answered within 1–2 business days.
* indicates required field.
Contact form
Frequently Asked Questions
Have questions about your order, payment, shipping, or refund? Check here first for quick answers!
How can I contact you if I have a question about my order?
You can reach me via email : support@zagnei.net
or the contact form on my website — and I’ll get back to you within 1–2 business days.
How can I cancel my order?
Orders can be canceled only before shipment after payment.
Unfortunately, once the order has been shipped, cancellation is no longer possible. Thank you for your understanding.
When will my order be shipped and how long does delivery take?
Your order will be shipped within 1–3 business days after confirmation.
All orders are carefully packaged and shipped from Germany.
• Domestic (Germany): Usually delivered within 2–3 business days after shipment.
• International: Estimated delivery time 7–15 business days.
(Note: International orders may be subject to import taxes depending on your country’s regulations.)
What if my product arrives damaged, or I need to return or exchange an item?
If something isn’t quite right, you can return or exchange your order under the following conditions:
For customers in Germany and the EU:
You have 14 days from receiving your order to return it, in accordance with EU consumer protection laws. Please ensure the item is unused and in its original packaging.
Return Shipping:
If the item arrived damaged or was sent incorrectly, I will cover the return shipping costs.
For all other cases, the customer is responsible for the return shipping costs.
Refunds:
Once I receive and inspect your returned items, I’ll issue a refund to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.
Please don’t send items back before contacting me, as I may not be able to accept unannounced returns.
Non-returnable items:
Personalized or used items cannot be returned unless they’re damaged or defective.
What is the shipping cost, and does it include a tracking number?
All orders include Tracking.
- Germany: €4.99
- Europe : € 6,99
- International: €8.99
You will receive a tracking number via email once your order has been shipped.
Why is no VAT charged and could I have to pay additional taxes or fees?
All products in this shop are not subject to VAT in accordance with §19 UStG (small business regulation).
However, for physical products shipped internationally and for digital products purchased by customers outside Germany, VAT/GST, import duties, or other local taxes may apply depending on the destination country and local law. These charges are not included in the item price or shipping cost and must be paid by the buyer.