FAQ - Frequently Asked Questions
Order
How long does shipping take?
We strive to ensure that your order reaches you within 3-5 working days. For products that take longer to deliver, you will find a note in the description.
How much are the shipping costs?
Shipping costs 5.49€ within Germany.
Where do you deliver? Do you deliver internationally?
So far we only deliver within Germany.
Which shipping service provider will ship my order?
We ship with DHL and DPD. Orders within Berlin are shipped with Liefergrün.
How can I track my order?
Yes, as soon as your order has been shipped, you will receive a tracking number from the respective shipping service provider for tracking purposes.
Is delivery to a packing station or post office possible?
Yes, that is possible. Please provide the information about your preferred post office or packing station as the delivery address when placing your order.
Can I change or cancel my order?
You can view the status of your order in your personal customer account. Once the order has been completed, you can no longer edit it.
2. Delivery
What payment options do you offer?
You can pay with Apple Pay, Google Pay, Visa, Mastercard and Maestro.
Will I receive an order confirmation and invoice from you?
Yes, you will automatically receive both an order confirmation and an invoice from us.
Do I have to register as a customer in order to place an order?
No, you do not have to create an account in our shop. However, we recommend that you create one so that you can complete further orders more easily. If you are part of the Game Changer Club, your 10% supporter discount can only be redeemed after registering in the shop.
I made a mistake in my information, how can I correct it?
If you have mistyped your address, please contact our support team by email: shop@fcviktoria.com . If the order has not yet been shipped, we can adjust the information.
I haven't received my product, what can I do?
Please contact shop@fcviktoria.com
How can I redeem vouchers and discount codes?
You can easily enter your voucher or discount code when checking out your order. Simply fill your shopping cart as normal and then enter your code in the “Discount code” field directly under the products you have selected. When you click the “Apply” button, the discount is automatically redeemed and you will only be shown the remaining total amount of your order that you have to pay.
I have a general question about my order or a problem with the order, who can I contact?
Please contact shop@fcviktoria.com
3. Returns & Exchanges
Can I exchange my product after purchase? What do I need to take into account?
It's a shame that you don't like your product. You can exchange it within 14 days. However, you will have to pay the shipping costs for the return yourself. Please send the goods you want to exchange to:
FC Viktoria Berlin
℅ Hive Technologies GmbH
Maulbeerstrasse 9
15834 Rangsdorf
Germany
As soon as the goods have arrived at our warehouse in perfect condition, we will refund you via the same payment method you used to pay for your order.
I received the wrong product. What can I do?
Please contact shop@fcviktoria.com.
Miscellaneous
Didn't find the answer to your question?
Send your question to shop@fcviktoria.com
