{"id":240,"date":"2025-09-22T18:16:26","date_gmt":"2025-09-22T16:16:26","guid":{"rendered":"https:\/\/www.neovape.de\/?page_id=240"},"modified":"2025-09-23T05:16:07","modified_gmt":"2025-09-23T03:16:07","slug":"fqas","status":"publish","type":"page","link":"https:\/\/www.neovape.de\/en\/fqas\/","title":{"rendered":"FAQS"},"content":{"rendered":"<h1 class=\"wp-block-heading\">Frequently asked questions<\/h1>\n\n\n\n<h2 class=\"wp-block-heading\">Payment processing<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Available payment options<\/h3>\n\n\n\n<p>Our shop supports various payment methods, including credit card payment, PayPal, iDEAL and SEPA transfers. You will be presented with all available options at checkout.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Reasons for failed transactions<\/h3>\n\n\n\n<p>Failed payments can be caused by incorrect card details, insufficient account funds or technical problems with the payment provider. Check your entries or contact your bank for further assistance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Receipt of invoice documents<\/h3>\n\n\n\n<p>You can request invoices during the purchase process - these will then be sent to you digitally by e-mail.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Payment on delivery<\/h3>\n\n\n\n<p>Cash on delivery payments are not available from us. All purchases require the use of our online payment options.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Redemption of discount codes and gift vouchers<\/h3>\n\n\n\n<p>During the checkout process you can enter discount codes and gift vouchers to activate corresponding discounts.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Payment security<\/h3>\n\n\n\n<p>We use advanced security technologies including data encryption and PCI-DSS compliant payment processing to protect your transactions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Order confirmations<\/h3>\n\n\n\n<p>After successful payment, we will automatically send a detailed order confirmation to your e-mail address.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Refund procedure<\/h3>\n\n\n\n<p>For refunds, please contact our support with your order information. Refunds will be processed according to our terms and conditions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Access to order history<\/h3>\n\n\n\n<p>In your customer account under \"Order history\" you will find an overview of all purchases made with payment details and shipment status.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Delivery and dispatch<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Shipping conditions<\/h3>\n\n\n\n<p>We ship with DDP service (delivery duty paid) to the following areas, with no additional customs charges for you:<\/p>\n\n\n\n<p><strong>Shipping destinations:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>USA<\/strong>UPS Express Service (except Alaska and Hawaii)<\/li>\n\n\n\n<li><strong>United Kingdom<\/strong>Regional DPD Express<\/li>\n\n\n\n<li><strong>Europe<\/strong>UPS Express\/DPD Express\/DHL Express<\/li>\n<\/ul>\n\n\n\n<p><strong>European DDP countries<\/strong>Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.<\/p>\n\n\n\n<p>European shipments (except UK) are processed via Germany and forwarded from there.<\/p>\n\n\n\n<p><strong>Further destinations:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>United Arab Emirates (Dubai)<\/li>\n\n\n\n<li>South Africa<\/li>\n\n\n\n<li>Vietnam<\/li>\n\n\n\n<li>West Malaysia (without Kalimantan)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Delivery times by region:<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Destination country<\/th><th>Shipping method<\/th><th>Delivery time<\/th><\/tr><\/thead><tbody><tr><td>USA<\/td><td>UPS Ground<\/td><td>10-15 working days<\/td><\/tr><tr><td>UK<\/td><td>DPD Express<\/td><td>7-12 working days<\/td><\/tr><tr><td>Germany<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>France<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Belgium<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Luxembourg<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>The Netherlands<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Czech Republic<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Poland<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Croatia<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Slovakia<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Slovenia<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Finland<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Denmark<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Sweden<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Austria<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Italy<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Hungary<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Lithuania<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Estonia<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Latvia<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Greece<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Ireland<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Portugal<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>Spain<\/td><td>UPS\/DPD\/DHL<\/td><td>8-13 working days<\/td><\/tr><tr><td>UAE (Dubai)<\/td><td>Direct line<\/td><td>12-18 working days<\/td><\/tr><tr><td>South Africa<\/td><td>Direct line<\/td><td>15-25 working days<\/td><\/tr><tr><td>Vietnam<\/td><td>Direct line<\/td><td>3-5 working days<\/td><\/tr><tr><td>West Malaysia<\/td><td>Direct line<\/td><td>4-8 working days<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Other destinations<\/strong>For non-listed countries, customs clearance and duty payments by the recipient are required. Contact your local customs office for information on any fees and business licences required.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Calculation of shipping costs<\/h3>\n\n\n\n<p>The transport costs are based on the item weight, delivery address and selected shipping service. These are displayed transparently in the checkout process.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Procedure for delivery problems<\/h3>\n\n\n\n<p>If your consignment is lost or significantly delayed, please contact our customer service team. We will investigate and support you in solving the problem.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Consignment tracking<\/h3>\n\n\n\n<p>Log in to your user account and visit \"Order History\" for current status updates. Tracking information is also sent by email.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customs duties<\/h3>\n\n\n\n<p>There are currently no additional customs duties, with the exception of Canada and Denmark.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Estimated delivery times<\/h3>\n\n\n\n<p>Depending on the product, items remain in the warehouse for 1-5 days, the transport time is 7-15 working days.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Security measures<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Website security<\/h3>\n\n\n\n<p>We utilise comprehensive security systems, including data encryption, firewall protection and regular security audits to protect your information and transactions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Data protection<\/h3>\n\n\n\n<p>Our strict data protection guidelines ensure that personal information is neither sold nor passed on to third parties. Data use is limited to order processing and customer support.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Payment data security<\/h3>\n\n\n\n<p>Your payment information is protected by PCI DSS-compliant processing systems.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Create secure passwords<\/h3>\n\n\n\n<p>Use a combination of upper and lower case letters, numbers and special characters. Avoid personal data such as dates of birth and update your password regularly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Verify website authenticity<\/h3>\n\n\n\n<p>Check that the URL matches our official address and look for the SSL certificate as a security indicator.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Reporting suspicious activities<\/h3>\n\n\n\n<p>If you have any security concerns or unusual incidents, please contact our support team immediately. We will check all reports and take appropriate protective measures.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Phishing protection<\/h3>\n\n\n\n<p>We have implemented special anti-phishing systems to protect you from fraudulent websites and emails.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Returns and changes<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Order changes<\/h3>\n\n\n\n<p>Changes to orders already placed are possible until 23:00 PDT (GMT-7) on the day of order. Contact us at helmuarnho101@gmail.com for change requests.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Return procedure<\/h3>\n\n\n\n<p>Our 15-day returns policy allows you to request a return within two weeks of receiving the goods.<\/p>\n\n\n\n<p><strong>Return conditions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Articles must be in their original condition<\/li>\n\n\n\n<li>Unused and unworn<\/li>\n\n\n\n<li>Provided with all labels<\/li>\n\n\n\n<li>In original packaging<\/li>\n\n\n\n<li>Proof of purchase required<\/li>\n<\/ul>\n\n\n\n<p><strong>Return process:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Contact us at helmuarnho101@gmail.com<\/li>\n\n\n\n<li>If approved, you will receive a return label and instructions<\/li>\n\n\n\n<li>Unannounced returns will not be accepted<\/li>\n<\/ol>\n\n\n\n<p>We are always available for return enquiries at helmuarnho101@gmail.com.<\/p>","protected":false},"excerpt":{"rendered":"<p>H\u00e4ufig gestellte Fragen Zahlungsabwicklung Verf\u00fcgbare Zahlungsm\u00f6glichkeiten Unser Shop unterst\u00fctzt verschiedene Zahlungsarten, einschlie\u00dflich Kreditkartenzahlung, PayPal, iDEAL sowie SEPA-\u00dcberweisungen. Beim Checkout werden Ihnen alle verf\u00fcgbaren Optionen pr\u00e4sentiert. Gr\u00fcnde f\u00fcr gescheiterte Transaktionen Fehlgeschlagene Zahlungen k\u00f6nnen durch inkorrekte Kartendaten, unzureichende Kontomittel oder technische Probleme beim Payment-Provider entstehen. Pr\u00fcfen Sie Ihre Eingaben oder wenden Sie sich an Ihre Bank f\u00fcr [&#8230;]\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-240","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/pages\/240","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/comments?post=240"}],"version-history":[{"count":1,"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/pages\/240\/revisions"}],"predecessor-version":[{"id":315,"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/pages\/240\/revisions\/315"}],"wp:attachment":[{"href":"https:\/\/www.neovape.de\/en\/wp-json\/wp\/v2\/media?parent=240"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}