FAQ
Got a question? We've got the answer.
Our support center helps you find answers to your most frequently asked questions quickly. Consult our selection of frequently asked questions to solve your problems and understand our products and services without delay.
General Questions 💬
What are your opening hours?
We are open Monday to Friday from 9am to 5pm.
How can I contact you if I have any questions?
You can contact us by email at any time from the “Contact” page. Our support team will respond to your request as soon as possible, but please allow at least 24 hours.
How can I subscribe or change my email preferences?
If you wish to be part of our mailing list, please subscribe to our emails.
To unsubscribe, follow the link in your subscription confirmation or send us an e-mail at mailing [@] shaktio.com with the subject “Removal from mailing list”.
Where are Shaktio products made?
Shaktio is a retailer, which means we offer products sourced directly from producers around the world.
The partner factories Shaktio works with are vetted and meet rigorous international operating standards.
Our factories are mainly located in Asia (India, China, Bangladesh).
For more information, please contact us.
What is your privacy policy?
Shaktio retains certain information about its customers in order to efficiently process orders and respond to inquiries.
This information includes, but is not limited to, name, address, telephone number, e-mail address and other such information.
This information is kept confidential and is not passed on to third parties, unless this is necessary for the delivery of your order.
You can visit our “privacy” page to find out more.
Do I need an account to order?
No, you can also place an order as a guest.
But there are a few advantages if you have an account with us:
Fast checkout process
Easily view your order status and order history
Receive updates detailing new releases and special promotions
What payment methods are accepted at Shaktio?
We accept all major credit cards (VISA, Mastercard, Discover, AMEX) and PayPal payments.
How do I define my delivery address?
As our website and services are based on English, all the information you enter must be used in English, including punctuation.
If any of the letters in your address contain non-English letters, we recommend that you use similar English letters instead.
For example, you can change the letter “ç” to “c”.
Ordering and shipping 📦
How can I be sure I'm ordering the right model?
You can consult the models on each product sheet to guide you.
Each item has its own model reference.
If you’re not sure which model to order, send us a message via our contact page, indicating the article(s) and your model, and we’ll try to help you.
How do you know the quality of a product?
Each product is accompanied by comments and ratings at the end of the description. These reviews have been written by our customers and are at your disposal!
Please feel free to read them and let us know what you think.
Will you be restocking an out-of-print item?
In many cases, we are able to restock our most popular items.
Simply select the model and/or color you require and send us a message.
If the item is restocked, we’ll send you a one-time email informing you that it’s back in stock and available for purchase.
Please note that this notification does not reserve the item, so we recommend that you buy it quickly if you want to be sure of receiving it!
How can I track an order?
With every order confirmation, a tracking number is issued, allowing you to follow the status of your order.
You can track your parcel from our “Order tracking” page or directly from the carrier’s website.
Are your parcels insured?
All our shipped orders are insured.
Do you deliver abroad?
Yes, we deliver to all countries.
How much does shipping cost?
Postage is free for all worldwide deliveries over 99€.
Standard deliveries are charged at €4.90 and express deliveries by DHL/UPS are charged at €14.90.
For returns or exchanges, customers are responsible for shipping costs.
What is the delivery time for my order?
See our Shipping Guide for more information.
Most orders are shipped the same day if placed before 4pm (business days, not weekends or holidays).
If there is a problem with your order, we will contact you as soon as possible. If you require an item for a specific date, please indicate this in the “special instructions” box when ordering and we will endeavour to despatch the item for you.
Deliveries are normally made within 5 to 21 days, unless you have ordered an item that is marked as on-demand.
As the items are sourced directly from our manufacturers, you benefit from the best price. Please note that regardless of the shipping method used, all shipping times are approximate and subject to factors beyond our control.
What do you mean by “sustainable shipping”?
All your orders offer you the option of carbon-neutral shipping.
What should I do if my order hasn't arrived?
If your order hasn’t arrived, check the tracking information first – it’s possible that a delivery was attempted and your order is now at a location where it needs to be picked up.
If not, contact us! We’re here to help.
What is your returns policy?
We accept exchanges and returns received within 15 days of the original delivery of your order, or we can refund your original method of payment less a CHF/EUR/USD 15 return fee. Return shipping costs are at the buyer’s expense.
The right of return does not apply to all products in the “All accessories in direct contact” category.
If an order is returned and no longer qualifies for return, the value will be deducted from the refund.
Returned items must not have been unpacked and must be in a saleable condition.
When will I be reimbursed for my return?
Our support team will process your refund within 5 to 15 business days from the date we receive your return.
Depending on your credit card policy, please allow up to 15 business days for the refund to appear on your statement.
What should I do if an item is missing from my order?
If anything is still missing, please contact us immediately via our contact page.
I've bought several items, will they arrive together?
In some cases, items are shipped separately because they come from different warehouses.
