Frequently asked questions (FAQs)

On this page you can find answers to the most common questions we are being asked by our lovely customers :)

Let’s not forget, you may always contact us via chat (during the chat service times), email or phone call (during opening hours).

When you pay for your items online, for example in Denmark (in other countries similar procedure is expected to be seen), the payment process is finished via a two-factor approval either with:

  1. NemID key app or key pointer (not cardboard card)
  2. A personal code + an SMS code that you receive from Nets when you need to approve your payment by card.

Unfortunately, the new EU requirements also affect some banks’ cards in MobilePay app. If your MobilePay payment cannot be completed, try using a debit card instead.

If you are already logged in, you may change your username and password, etc. directly from your profile. To do so, click on on the top menu to go to your profile, then click on “Account details” where you can modify your profile information.

However, if you are not logged in, you may click on “Log In” button on the topmost menu, or click on on the top menu. Thereafter you will find “Forgot Password?” option; just click on it and follow the instruction.

 

When you buy online, you have a 14-day right of withdrawal according to the law. You always have the right to unpack the product and test it the same way you can in a store. During this period, you can easily return the item and get your money back if the item is in the same condition as when the purchase was made. However, there are exceptions: Mobile phones, Apple Watch, Apple iPad and products with subscription, software as well as games and movies where the packaging is broken.

Please note! If you are not sure opening the packaging is OK for the product you bought, contact us first before opening it. Unfortunately, as said above, if the packaging of some of the products are broken, they cannot be returned.

It is always the date you receive the item that applies in relation to your warranty and right of complaint.

You can chat with us during the opening hours via our chat service which appears on our website in the online support hours. Or, you can call us or send us an email from “Contact Us” page.

Depending on your location/country, the relevant support team will help you.

The stocks are all checked and updated hourly. However, longer delays may occur depending on the vendors errors.

Bank card payment and mobile-based payments are available depending on your location/country. Bank/wire transfer is also available. Vendors and business partners have direct transfer services with us which help them transfer large monies so quickly and with no administration fee, contact your regional manager directly or contact us to allocate you a regional manager in this regard.

When you buy online, the money is reserved on your card immediately, but it is only withdrawn when the order is sent to you from our warehouse.

Shortly after you have completed the purchase online, you will receive an order confirmation per. e-mail. Once the order has been completed, we will send the receipt to you together with your order.

Please do not forget to check your spam folder of your email box, and if you have not received it please contact us.

When you are buying your order online with us, the shipping cost is also shown to you. Our shipping cost is whether fully free or very cheap which is defined based on the distance from your delivery address to our nearest warehouse(s) having your ordered products.

No problem! We will whether contact you ourselves or you may contact us and we will make sure you get the difference back.

Please whether make a new order or contact us to help you with updating your order or processing your new order – whichever is fastest.

Generally yes because the receipt must be acknowledged. However, it is also possible to give a power of attorney, which allows us to place the items without acknowledging receipt. If you wish to use a power of attorney, we need to be notified of this prior to delivery (please note that the responsibility for the products passes to the customer when the items have been delivered in accordance with the instructions on the power of attorney).

We will keep an eye on your delivery and contact you if there are any delays. In the event of a delay, we will make every effort to have the product sent to you as soon as possible, or if necessary, give you the option of an alternative product.

Usually no as we follow an express delivery procedure with the allocated team, but in some cases e.g. when the order is very large or for specific products the delivery can be done directly from the warehouse. Feel free to contact us for more information.

We first assess what/who made the damage, and if applicable you can receive a new product. There is also an option to get compensation if you keep the product. Since each case is unique, it is a good idea to take pictures of the damage, save the packaging and call us as soon as possible. The sooner you contact us the better.

Please contact us, we will take care of it.

Contact us and we will help you! The earlier you cancel the order the better and the greater the probability that we can reimburse the shipping costs.

Call us. Then we investigate what has happened and find a solution.

If the shipment is not delivered to you due to errors on your side, a re-delivery can be initiated while you will pay for the new delivery cost. Otherwise, we will cover the cost of new delivery.

You will find all the details in the delivery terms, but in general you must make sure that there are no obstacles to where the product is to be carried. If the delivery cannot be completed due to obstacles, you will not get your money back for the delivery. It is therefore important to be prepared for when the driver arrives.

If the item is intact and you only want to return due to a regretted purchase, you will bear the cost of return. Otherwise, please contact us and we will find a good solution for you.

Contact either us or the manufacturer’s support. We will guide you to the best possible solution.

There may be a difference in the complaint period depending on which product you buy and how the product is used, and your location/country. 

It depends on product and defects. We keep you updated regularly.

No, we only give support to the products bought from TETKOB.