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FAQ - Frequently Asked Questions

FAQs

Who should read this FAQ?
If you want tips to improve your auction business or feel a bit lost about how this whole auction thing works, you are in the right place! This faq is a sampling of the collective wisdom of XTRADEFACTORYs Support team and provides a broad cross-section of information relevant to buyers.

Guidelines for questions
Posting questions is a pretty simple process but you might very well find that your question has already been answered! Before posting the question, take some time to read the FAQs. Does your question remain unanswered ask us directly: mail@xtradefactory.com – should you use eBay for communication please ensure you make your email address visible to us. We like to be direct and fast; communication through eBay prolongs the process unnecessarily.

1. GENERAL

1.1 There are various colours shown, how do I choose the colour I want and how do I know it’s available?
All articles with various colours listed are available unless the colour is not stated in the listing/is crossed out. You get to pick the colour you wish in our after-buy check-out system.

1.2 What’s the shipping cost?
We try very hard to leave the exact shipping costs to all destinations we deliver to just below the article description. If you do not find your country we might not be able to ship to your destination. To double check: ask – mail@xtradefactory.com .

1.3 I’ve bought more than one item, do you combine shipping?
Yes we do! You can collect various items up to 4 days and we’ll combine shipping. Usually the first item is full shipping cost and the others half the regular shipping.

1.4 How long does delivery take?
As a general rule, we do dispatch the day we receive money clearance. We use parcelforce.

1.5 Can I pick up my items at yours?
We are sorry but self-collection is not an option with us for safety and logistic reasons.

2. Webshop

2.1 I’ve just placed an order what happens now?
Because we like to be efficient and uncomplicated most of our processes are computerized. We will automatically send you a link which takes you to our check-out (15 minutes after auction closed max) All further instructions you’ll find there.

2.2 Why should I complete the Check-Out?
It is crucial to eliminate mistakes and guarantee a smooth and fast transaction. To avoid mis-deliveries please check your billing and shipping address, please make sure you indicated the colour you wish to receive and chose your preferred method of payment. All necessary details can be found in the check-out. The check-out can be re-visited even after it’s been completed to double check.

2.3 You haven’t received the check-out link?
We do send the link to the address you’ve left for us – make sure you are still using it. Our Check-out mail is from us: XTRADEFACTORY GmbH. Please make sure you check your SPAM filter and your junk mail in case it landed in there.

2.4 Will I be notified about status changes of my order?
Yes, we do keep you informed about all changes ie dispatch confirmation, payment confirmation etc.

2.5 Do I receive an invoice with my item?
Yes, we send all items with an invoice that shows details and VAT.

3. Payment

3.1 How do I pay you?
We do accept PayPal, bank transfer and credit cards. All relevant info about the details is left for you at the check-out. We only accept pre-payment. We will not ship unless you’ve advised payment.

Vorkasse » pre-payment via bank transfer (within UK)

EU-Standard Überweisung » EU-Standard bank transfer (within EU)

VISA / MASTERCARD » VISA / MASTERCARD*

Paypal » fast & secure with Paypal*

* Creditcards & Paypal is offered only in combination with fast/same day shipping which is charged with 3 Euro/GBP extra.

3.2 Do I get a referencenumber which I can use for my payment?
Yes, you receive a individual reference number after you proceed our checkout. Also in order to check your addresses and ordered items / colours, we ask you to proceed our checkout after your purchase.

3.3 What’s your PayPal address?
Please advise all PayPal transfers to: payment@xtradefactory.com

3.4 Can I use a Bank transfer?
Yes, you’re very welcome!

Accountowner: XTRADEFACTORY GmbH

Payments within United Kingdom from British bank account:
Currency is GBP
HSBC Bank UK
Sort Code: 400629
Account Number: 11674978

Payments within Germany from German bank account:
Currency is Euro
Deutsche Bank
Account Number: 028986801
Sort Code: 51370024

For international customers:
Currency is Euro:
Deutsche Bank
BIC/SWIFT: DEUTDEDB513
IBAN: DE04513700240028986801

Currency is GBP:
Deutsche Bank
BIC/SWIFT: DEUTDEDB513
IBAN: DE20513700240028986804


Disclaimer
This article is provided as is without any express or implied warranties. While every effort has been taken to ensure the accuracy of the information contained in this article, the author, maintainer, and contributors assume no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein.

* Prices include VAT. plus Shipping Costs
1Our Former Store Retail Price, 2Recommended Retail Price
475.005.0080