Frequently Asked Questions
Exchange & Return
Q: I am not satisfied with my order, what now? If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. The products must be returned in their original condition with tags and labels. The product must not show any signs of use. A return shipment should always be equipped with a Track & Trace code. The sender is always responsible for the shipment.
How to return:
- Please inform us of the return via the contact form. This way, we can process the refund promptly.
- Download the return form, print it, and complete it.
- Place the completed return form in the return package.
- Send the package to our return address, as indicated on the return form.
- Email us the track & trace code so we can refund you as soon as possible.
- IMPORTANT: If you do not inform us of the return in advance and do not use the return form, we will not be able to refund you. This is because we cannot identify that the package belongs to you. To be on the safe side, please fill out the contact form in advance, send us the track & trace code, and use the return form. This way, we can ensure everything goes smoothly.
Q: Can I cancel my order? We do everything we can to deliver your products as quickly as possible; therefore, orders are processed on the same day, and it is not always possible to cancel an order. If you are not satisfied with the product, you can easily and quickly return it within 14 days of receipt. See our Order and Return for more information.
Order & Delivery
Q: What is the delivery time for my order? We send products directly from the supplier to save on storage, shipping, and packaging costs and offer you products at a fixed low price. The average delivery time is 7-14 days.
Q: Track and Trace indicates no information, what now? As soon as the package is processed by the mail-order company, the Track and Trace information becomes available. This may take a few days after placing the order. You can quickly and easily check the status of your order on the Order Tracking page. Enter your email address and order number to track your package.
Q: Where can I find my Track & Trace code? After placing an order with Batega, you will automatically receive an order confirmation containing your order number. If you did not receive it, please check your spam box or contact us directly via the Contact page or the following email address: Contact@Bornello-store.com
Q: Where can I get my order? Because we collaborate with various worldwide suppliers, it is possible that products are shipped separately. Please be aware that there may be a few days between the delivery of the products.
Q: I have only received parts of my order, how is that possible? If your order contains multiple products, it is possible that they are shipped from different suppliers and may arrive at different times.
Other
Q: How can I pay? You can pay easily, safely, and quickly via our secure SSL connection with the following payment methods:
- Klarna
- PayPal
- Apple pay
- Credit cards (Visa, Mastercard, American Express)
Q: Are you also available by phone? Our team is available 7 days a week to assist with all your questions. This is only via email so that we can help our customers quickly and accurately. Contact us at Contact@Velirotoys.com .
