Frequently Asked Questions

Last updated: August 25, 2026

Welcome to our Frequently Asked Questions page. Below you can find information about orders, payments, shipping, tracking, returns, refunds and customer support.

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may vary depending on:

• Destination country or region;

• Local carrier coverage;

• Customs or import restrictions;

• Product availability;

• Package size or weight; and

• Other logistical limitations.

The available delivery options for your address will normally be shown during checkout.

2. How long does delivery take?

Standard delivery within Europe is generally estimated at:

5–7 business days after dispatch.

Please note that this does not include order-processing time.

Delivery may occasionally take longer because of:

• Customs inspections;

• Carrier delays;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Remote delivery locations; or

• Other circumstances outside our reasonable control.

Delivery times are estimates unless expressly stated otherwise.

3. How long does order processing take?

Orders are generally processed within:

1–2 business days

after the order has been successfully placed and confirmed.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

Additional processing time may occasionally be required for payment verification, address verification, fraud-prevention checks or unusually high order volumes.

4. How can I track my order?

Where tracking is available, tracking information will normally be sent to the email address used when placing your order after the parcel has been dispatched.

Your shipping confirmation may include:

• Carrier name;

• Tracking number;

• Tracking link; and

• Dispatch information.

Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.

If you need assistance with tracking, please contact:

Email: gueriniholmberg678@gmail.com
Telephone: +45 33210772

Please include your order number.

5. What payment methods do you accept?

For eligible orders, available payment methods may include:

PayPal

Pay securely through PayPal where this option is displayed during checkout.

Cash on Delivery (COD)

Where available, you may pay when your parcel is delivered.

Available payment methods may vary according to:

• Country;

• Currency;

• Postal code;

• Product;

• Order value; and

• Delivery provider.

Only payment methods displayed during checkout are available for the relevant order.

6. Is payment through your store secure?

We take reasonable measures designed to provide a secure checkout environment.

PayPal transactions are processed using PayPal's own payment infrastructure and security procedures.

We will never ask you to provide your PayPal password, account password or other sensitive login credentials by email or telephone.

Please never send passwords or complete payment credentials through unsecured communication channels.

7. How does Cash on Delivery work?

Where Cash on Delivery is available, you may select COD during checkout.

Payment is then collected by the courier when the parcel is delivered.

Depending on the local carrier, payment may need to be made:

• In cash;

• In the exact amount requested; or

• Using another method accepted by the courier.

COD availability depends on the destination, postal code, product, order amount and delivery provider.

If COD is unavailable, it will normally not appear during checkout.

8. Why do some Cash on Delivery orders require confirmation?

Certain COD orders may require verification before shipment.

We may confirm information such as:

• Your name;

• Telephone number;

• Delivery address;

• Order details; and

• Your intention to receive the parcel.

This helps reduce incorrect addresses, fraudulent orders and failed deliveries.

9. Can I change or cancel my order?

Please contact us as soon as possible if you wish to change or cancel an order.

We will try to assist you, but once an order has entered processing or has already been dispatched, changes or voluntary cancellation may no longer be possible.

Any statutory cancellation or withdrawal rights available to you remain unaffected.

10. What should I do if I entered the wrong delivery address?

Please contact us immediately if you notice an error in your delivery address.

Email: gueriniholmberg678@gmail.com
Telephone: +45 33210772

If the parcel has not yet been dispatched, we may be able to update the address.

Once shipment has begun, we cannot guarantee that the delivery address can be changed.

Where permitted by law, reasonable additional shipping costs caused by an incorrect or incomplete address supplied by the customer may be the customer's responsibility.

11. What happens if my parcel is delayed?

Delivery delays may occur because of:

• Carrier congestion;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation disruptions;

• Incorrect delivery information; or

• Other circumstances outside our reasonable control.

If the estimated delivery period has passed and tracking has not been updated for an extended period, please contact us.

We will review the shipment and, where appropriate, contact the carrier.

12. What should I do if my parcel appears to be lost?

If you cannot locate your parcel, please first:

• Check your tracking information;

• Confirm your delivery address;

• Check with household members;

• Check reception areas, mailrooms or authorized safe locations; and

• Contact the local delivery provider where appropriate.

If the parcel still cannot be located, please contact us with your order number.

If the parcel is confirmed as lost under circumstances for which we are responsible, an appropriate remedy may include a replacement or refund, subject to applicable law.

13. What should I do if my order arrives damaged?

Please inspect your parcel and products as soon as reasonably possible after delivery.

If your order arrives damaged, contact us promptly and provide:

• Order number;

• Description of the damage;

• Photographs of the product;

• Photographs of the outer packaging;

• Photograph of the shipping label; and

• Video showing the issue where relevant.

Please keep the original packaging until we have reviewed the issue.

If the product is confirmed as damaged during delivery, we will provide an appropriate solution in accordance with our Return and Refund Policy and applicable consumer law.

14. What if I receive the wrong product?

If you receive an incorrect product, model or variation, please contact us promptly.

Please provide:

• Your order number;

• A description of the issue;

• Photographs of the product received; and

• A photograph of the shipping label.

After reviewing the issue, we may arrange an appropriate replacement, return or refund.

15. What if part of my order is missing?

If products, accessories or components are missing, please contact us.

Please provide:

• Order number;

• Photographs of all products received;

• Photographs of the outer packaging; and

• A photograph of the shipping label.

We will review the matter and provide an appropriate solution.

16. What is your return period?

We offer a voluntary 30-day return policy for eligible products.

A return request should generally be made within 30 days after receiving the product.

For voluntary returns outside the statutory withdrawal period, products should generally:

• Be in the same condition in which they were received;

• Be unused, unworn and undamaged;

• Include original accessories and components;

• Include original packaging where reasonably possible; and

• Be accompanied by proof of purchase.

Please review our Return and Refund Policy for full conditions.

17. Do EU/EEA customers have a 14-day right of withdrawal?

Yes. Consumers in the European Union and European Economic Area may generally have a statutory 14-day right of withdrawal for eligible distance purchases, subject to applicable legal exceptions.

Where this right applies, you may withdraw from the purchase without providing a reason.

You must notify us before the statutory withdrawal period expires.

Under the statutory withdrawal right, you may reasonably inspect the goods to determine their nature, characteristics and functioning.

Excessive handling beyond what is reasonably necessary may result in responsibility for diminished value where permitted by law.

The statutory 14-day withdrawal right is separate from our voluntary 30-day return policy.

18. Who pays the return shipping costs?

For a change-of-mind return under the applicable statutory 14-day withdrawal right, the customer is generally responsible for the direct cost of returning the goods, provided that this responsibility was properly communicated before purchase.

Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day policy.

However, we will normally cover reasonable return costs where the return results from:

• A defective product;

• A product damaged during delivery;

• An incorrect product;

• Missing components or accessories; or

• Another confirmed error attributable to us.

Please contact us before returning a product.

19. How do I request a return?

Before sending any product back, please contact:

Email: gueriniholmberg678@gmail.com
Telephone: +45 33210772

Please provide:

• Your order number;

• Email address used for the order;

• Product you wish to return;

• Reason for the return; and

• Photographs or videos where relevant.

If available, you may also initiate a return through an online return portal or other self-service return option provided through our store.

Please do not send a product back before receiving the applicable return instructions.

20. Where should I send my return?

Approved returns should be sent according to the return instructions provided by us.

Unless otherwise instructed, approved returns may be sent to:

Focus IT Consulting ApS
Mortonsvej 36, 2. th
2800 Kongens Lyngby
Denmark

Important: Please contact us before shipping a return. Do not send unauthorized Cash on Delivery or postage-due returns unless we have expressly agreed to this.

21. When will I receive my refund?

Once a returned product has been received and inspected, we will notify you whether the refund has been approved.

For approved voluntary returns under our 30-day policy, refunds are normally initiated to the original payment method within 10 business days after approval.

Where the statutory EU/EEA withdrawal right applies, reimbursement will be handled within the applicable statutory period.

For physical goods, we may lawfully withhold reimbursement until:

• We receive the returned goods; or

• You provide acceptable evidence that the goods have been sent back,

whichever occurs first, where applicable.

Your payment provider may require additional time for the refund to appear.

22. Is the original shipping fee refunded if I use the 14-day withdrawal right?

Where a valid statutory withdrawal applies to the full order, reimbursement generally includes the original delivery cost up to the amount of the least expensive standard delivery method offered for the order.

If you voluntarily selected a more expensive:

• Express;

• Expedited;

• Priority; or

• Premium delivery service,

the additional amount above the least expensive standard delivery option is generally not reimbursed.

23. Are customs duties, VAT or import taxes included?

Orders delivered across national borders may be subject to:

• VAT;

• Customs duties;

• Import taxes;

• Customs clearance fees; or

• Other charges imposed by destination-country authorities.

Where these charges are included in your checkout price, this will be indicated where appropriate.

Unless expressly stated otherwise, charges imposed independently by customs or other authorities may be the customer's responsibility.

Please review our Shipping and Delivery Policy for additional information.

24. Can I refuse a Cash on Delivery parcel?

If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible, preferably before the parcel has been dispatched.

Repeated unjustified refusal of COD parcels may result in Cash on Delivery being restricted for future orders where permitted by law.

This does not affect any applicable statutory cancellation, withdrawal or consumer rights.

25. What should I do if my PayPal payment fails?

A PayPal payment may fail because of:

• Insufficient funds;

• Account restrictions;

• Security verification;

• Incorrect payment information;

• Fraud-prevention controls;

• Payment-provider restrictions; or

• Temporary technical problems.

Please review the information provided directly by PayPal.

If another payment method is available during checkout, you may try that option.

We cannot override payment decisions made independently by PayPal.

26. What should I do if I am charged twice?

If you believe you have been charged more than once for the same order, please contact us promptly.

Please provide:

• Full name;

• Order number;

• Email address used for the order;

• Payment date;

• Amount charged; and

• Relevant transaction information.

Do not send passwords or sensitive account credentials.

We will review the available transaction records and assist where appropriate.

27. How are Cash on Delivery refunds handled?

Because Cash on Delivery payments are physically collected by the courier, refunds cannot always be sent through the original payment channel.

If a COD refund is approved, we may contact you to arrange an appropriate refund method.

We may request information reasonably necessary to complete the refund.

For security reasons, never send passwords or complete payment-account credentials by email.

28. How is my personal information protected?

Personal information is processed in accordance with our Privacy Policy and applicable data protection requirements.

Information may be used where necessary to:

• Process orders;

• Arrange payments;

• Deliver products;

• Provide customer support;

• Handle returns and refunds;

• Prevent fraud; and

• Comply with applicable legal obligations.

Please review our Privacy Policy for complete information regarding data processing and your privacy rights.

29. How do I contact customer service?

For product questions, orders, payments, delivery, tracking, returns, refunds or other customer service matters, please contact:

Focus IT Consulting ApS
CVR number: 37854530
Responsible person / Managing Director: Shuo Li

Registered address:
Mortonsvej 36, 2. th
2800 Kongens Lyngby
Denmark

Email: gueriniholmberg678@gmail.com
Telephone: +45 33210772

When contacting us about an existing order, please include your order number and the email address used when placing the order.