FAQ

General

• I have an issue with my order, what do I do?

  Please use our Contact form. When you fill that out when logged in we can connect your support request directly to your order.

• I can't find my order confirmation e-mail, what do I do?

  In a very rare occasion, your order confirmation might be sent to your spam folder. If that's not the case and you still can't find your order confirmation, use our Contact form and we'll get you a new confirmation.

• I want to buy something from the shop as a company, can you remove VAT?

  If you want to buy something from the shop as a company, you should send us an e-mail to [email protected] and we'll be able to help you there.

• How long do responses take for an e-mail?

  We try to respond to e-mails within 24 hours. If you didn't receive an answer after a few days, you should send another e-mail with your question.

• What languages do you offer support in?

  We can offer support in English and German.

• What's the easiest way to get in contact with you?

  Please take a look at the Contact page. You can contact us through Discord, Reddit and Instagram. Tho the preferred method by far is the Contact Us form at the bottom of that page. Questions regarding orders directly will only answered through E-Mail or that form. If you use that form we can also directly connect the support request with an order number which will speed up the support process.

Products

• How do you measure and weigh your products?

  We weigh our small parts and calibrate our scale within 0.01g. You will get at least the amount of parts you ordered, and we're likely to put in a few extra parts to guarantee this.

• Can you stock a certain product?

  If you want us to stock a specific product we don't currently stock, let us know and we'll look into it!

Shipping

• Do you ship worldwide?

  At the moment we ship to all countries within the EU and the following non-EU ones:

  • United States of America
  • Canada
  • Japan
  • Australia
  • Switzerland
  • United Kingdom
  If you have a request for more countries that we should ship to, please let us know!

• What should I do if there's something missing from my package?

  Use this Contact form to contact us and we will get you the missing items asap.

• Is the shipping tracked?

  Yes! Both DHL and Warenpost are tracked. After you have placed your order, you will receive a tracking code via e-mail once the order is being sent out. You can also check the order status through your account page.

• Can I change my address after having placed an order?

  Use this Contact form to get in contact with us. If there are additional shipping costs, for instance after changing the country, we will send you an invoice with for the additional costs.

• I haven't received my order yet, what should I do?

  Shipping times depend on the shipping method you have chosen and the country you are based in. If you think that your order should have arrived by now, you can contact us and we will check see what we can do.
  If the courier states that your order has been delivered and you haven't received a package, you should contact your local courier (the courier that should have delivered your package).

• Where are you located?

  We ship from Aachen, Germany.
  
  The full shop address is:
  Burns & Kriener Keyboards GbR
  Am Bollet 40
  52078
  Aachen

Payments

• What payment methods are accepted?

  We use Mollie as our Payment Provider. Through Mollie you can pay with credit card, ApplePay, Klarna SOFORT, PayPal, Giropay, EPS, Bancontact and iDEAL.

• Can I get a refund for my order?

  Use this Contact form with a request for a refund and we'll contact you.