FAQ
General
I have lost a part, what now ?
If you lose a part of the game in the course of time, order the corresponding spare parts in the shop.
You have noticed a defect in a product ?
Our small team is not made up of robots, so if you have noticed a mistake, please send us an email verlag@arsonists.de. We appreciate any feedback to be able to improve our products even further.
Payment and shipping
How can I pay ?
We currently offer Paypal Plus and Amazon Pay. If you do not have either of these payment methods, please order directly by email at verlag@arsonists.de. We will send you all further details.
How long does shipping usually take within Germany ?
We usually ship within 1-3 working days. In case of longer delivery times, please contact our customer service immediately.
Can I track programmes online?
You can find the tracking details in your shipping confirmation.
I would like to return my order.
If you want to return your order, send it back within the return period of 2 weeks directly to the following address with a note. You are responsible for the return shipping costs.
Arsonists Publisher
Returns
Market Place 12
94051 Hauzenberg
Games - FAQ
click here for the game descriptions and explanatory videos
Customer service
Do you have questions about your order, or are you looking for information about shipping and payment? Below you will find a corresponding overview.
SHIPPING & PACKING
GERMANY 4,90€
Delivery time 1-3 workdays
EUROPE 10,90€
Delivery time 4-8 workdays
DELIVERY & SHIPPING INFORMATION
We ship your parcels with DPD Germany as standard, international shipments with the German Post. The prices listed on the product pages include VAT and other price components.
We deliver worldwide.
For delivery within Germany, the European Union and the rest of the world, we charge a flat shipping rate in addition to the prices listed in the table above. The shipping costs will be charged to you in the shopping cart system and on the order page.
PROBLEM WITH AN ORDER
We care that you receive the highest quality products. If you have received a faulty or defective item, we are sorry. In this case, please contact our customer service directly via the contact form.
Order confirmation not yet received ?
If you have not received your order confirmation immediately after completing your order, our mail order company is working at full capacity, which is why there may be delays. We apologise for this and ask for your patience.
One or more items are missing from your order ?
Please check your shipping confirmation first, as your order may have been split into several packages. If an item from your order is still missing, please contact us immediately via the contact form and we will be happy to clarify your request.
Received a faulty or defective item ?
If you have received a faulty or defective item, we are sorry. In this case, please contact our customer service via the contact form.
Can you change your order or the number of items ordered ?
No problem! Contact our customer service directly via the contact form or change your order in your customer account.
You want to cancel your order or you placed it by mistake ?
You can cancel your order in your customer account after completing your order or via the contact form. Usually your package will be packed within an hour and already on its way to you. If this is the case, a cancellation is no longer possible.
RETURNS & REFUNDS
How to return your item...
You don't like one or more of the items you ordered? Simply send it back to our warehouse within 14 days and you will receive a refund or an exchange item upon receipt of your shipment. Please enclose a completed return note with your order to make it easier for us to allocate the items. Please send the shipment to the following address.
Arsonists Verlag GmbH
Returns & Complaints
Kreittmayrstr. 3
80335 Munich
Germany
Did we receive your return?
Depending on the shipping method you choose, allow an additional 2 business days for processing. If you have not received a confirmation within this period, please contact customer service via the contact form.
Will your return costs be reimbursed ?
If you return items to us, we will generally refund the purchase price, but not the shipping costs.
If you return one or more items from your order to us, we will refund the purchase price, but unfortunately cannot cover the delivery costs.
METHOD OF PAYMENT
PAYPAL PLUS - By Paypal - Direct debit - Credit card - Invoice
Payments directly to verlag@arsonists.de
AMAZON PAY
simply pay with your Amazon account
PAYMENT INFORMATION
We offer the following payment methods. Just choose the payment method that suits you best. The shipping costs are partly dependent on the selected payment method. The prices listed in the respective offers are final prices. They include all price components including any applicable taxes such as VAT. Only in the case of cross-border delivery may further taxes (e.g. in the case of an intra-Community purchase) and/or duties (e.g. customs duties) be payable by you in individual cases, but not to the seller but to the customs or tax authorities responsible there. The delivery and shipping costs incurred are not included in the purchase price; they can be called up via the "Shipping costs" page, are shown separately in the course of the ordering process and are to be borne additionally by you.
TECHNICAL PROBLEMS
You have problems with the website ?
If you have technical problems within the order or payment process, please contact customer service using the contact form. We apologise for any inconvenience.
You want to unsubscribe from our newsletter ?
Your newsletter settings can be changed within your customer account. Alternatively, send us a message via the contact form.
STOCK & QUALITY
Will sold-out articles be taken up again ?
If an item is sold out, we are working on restocking it. Just check back in a few days.
We place the highest value on quality!
All our offered products are handpicked and have the highest quality standards.
You did not find the information you were looking for ?
Contact our customer service and we will take care of your request.