FAQ's
How do I return my product?
To return your product, please contact us with your order number and the reason for cancellation/refund. We will get back to you as soon as we can to confirm the cancellation and refund.
I have ordered an accessory or spare part, but I am not happy with it. How can I return it?
We offer a 30-day return period. If you have ordered the wrong accessory or spare part, or if you are not happy with your product, you can return it to us within 30 days.
I have returned my product. When will I be reimbursed?
Once we have received the product you have returned to us, we will reimburse the value of your order, minus the delivery costs, and pay it into the account of the card that was used to place the order. You will be reimbursed within 30 working days after we have received the product.
I'm looking for a part, but it's not listed or out of stock. Is there any way to get it?
If a product is not listed on the site or out of stock, you can request it. You can send us a mail at support@axpertec.com or go to our Contact Us page.
How can I check if a part is compatible with my Phanteks product?
You can check by looking at the model number and part number. If you are not sure, please Contact Us and we will check the compatibility.
Which payment methods do you accept?
We currently accept the following payment methods: Ideal / CC / PayPal / Bancontact / Bank transfer / Przelwy24 / by Mollie.
Can I order without an email address?
No, currently we need a valid email address to process your order. As soon as the order has been shipped out, track and trace details will be emailed. That is why we need a valid email address to mail you the tracking details.
How will my order be shipped?
All orders will be shipped by PostNL or DPD with track and trace. Depending on your location, you may select a shipping method. If you cannot select a shipping method, that means only one of the two methods is available in your country. You can always Contact Us if your preferred shipping method is not listed.
I want to cancel my order. What is the procedure?
If you want to cancel your order, please contact us directly and have your order number ready. You can email us at service.eu@axpertec.com or go to the Contact Us page. If the order has already been shipped, you may return it according to our Refund Policy.
My question isn't listed.
If your question isn't listed, you can always email us at service.eu@axpertec.com or go to our Contact Us page. We aim to reply as soon as possible.
I see "Mollie" on my bank statement and invoice with my payment method, what is it?
Mollie is a 3rd party payment provider which allows us to accept more payment options and be more accessible. Mollie is encrypted and fully PCI-DSS level 1 certified, so you can be sure your information will be secure.
How safe is it to pay with CreditCard on your site?
All creditcard payments on our site are handled by Mollie. It is encrypted and fully PCI-DSS level 1 certified. Mollie processes payments for our shop, that is why you will see Mollie or Stg Mollie Payments on your bank statement.
My product has arrived broken or damaged. What can I do?
If you have received a broken or damaged part, please take images and/or a video of the damaged part/package. Go to our Contact Us and fill in the form explaining the situation. We advise you to do this within 2 days and we will get back to you as soon as possible. In case of user abuse, the product will not be refunded or replaced.
I have selected the shipping address in PayPal, where will my order be shipped?
We will ship your order based on the shipping address you have chosen on our site. We do not ship it to your PayPal shipping address as we do not receive that information.
I want to ship my order to a different address. Can this still be changed?
If we haven't shipped your order out yet, we can change the delivery address to a different address. Please contact us as soon possible so we can adjust this information. Have your order number ready for faster assistance.
Didn't find your answer?
E-mail us at support@axpertec.com
We aim to reply within two working days
