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Questions about an order, a return or a product? We are happy to help.
Frequently asked questions
Do I need an account to order?
Yes — every order is placed from a customer account, so you can follow its status, download invoices and request returns. Sign in with Google, with your email and a password, or with a sign-in link we email you. One email address always means one account.
How can I pay?
Payment is taken by Stripe on a secure hosted payment page, always in EUR. We never see your card details. The available payment methods are shown at checkout.
Do prices include VAT, and will I get an invoice?
All prices include Bulgarian VAT (20%), shown as its own line at checkout. Every paid order gets an invoice issued by IGS Consult Ltd. — attached to your order confirmation email and available in your account.
How much is shipping, and when will my order ship?
Shipping is free to every country we serve. Physical products are dispatched on the same or the next working day. For deliveries outside the EU, import duties and taxes of the destination country are your responsibility.
Can I return a product?
Yes — within 14 days from delivery, without giving a reason. Open the order in your account and choose Request return; once the return is approved you receive return instructions by email.
When do I get my refund?
Refunds go to your original payment method within 14 days of your withdrawal, once we have received the goods back or proof that you sent them. A credit note appears in your account next to the invoice.