ALL IMPORTANT QUESTIONS & ANSWERS
AWK Flagship eU is the registered name of our online shop and is also a registered trademark. Through our partnerships with various retailers, we have access to a wide range of over 180,000 items from various areas in order to offer our customers a diverse selection.
AWK Flagship eU is based in Salzburg, Austria. Here to the imprint .
You will receive our newsletter once a month. Our newsletter contains special offers and seasonal campaigns for you, and we also present new products to you.
You are welcome to email us at office@awkflagship.shop , use our contact form or call our customer service on +43-720-14310. You can also write to us via WhatsApp +43-670-3061132
Yes, all prices on our website include Value Added Tax (VAT). VAT is automatically calculated for each country through our system.
Once an order is placed, it is immediately processed by our system to ensure fast delivery, so changes or cancellations may not be possible, however please contact our customer service and we will do our best to help you.
You can return the unwanted items to us within 14 days of receipt. The costs for the return are borne by the consumer himself. We will not reimburse the costs for any returns.
If your address has changed or your order could not be delivered, your order will be automatically returned to us and you will be refunded the purchase price within 14 days.
Your order was canceled unintentionally?
We're sorry. It can happen that an item is already sold out, but is still displayed as available in the shop. In rare cases, the order is then canceled by the system. Unfortunately, we have no influence on cancellations that the operating system triggers automatically.
After you have placed an order, you will receive a confirmation email for your order. After processing, you will receive a link by email that you can use to track the status of your order. Alternatively, you can log into your customer account to view the current status of your order.
If you have already placed the order, the delivery address cannot be changed later due to the system.
The order can still be cancelled: Once an order has been completed you have a 4 hour window to edit or cancel your order. If you want to cancel or change your order outside of the 4-hour time window, please contact our customer support at office@awkflagship.shop or write to us using the contact form . Your request will be processed within 24 hours.
The order can no longer be cancelled: If your order has already been shipped, the order can no longer be canceled for logistical reasons. Don't worry. If your package cannot be delivered, it will be sent back to us as a return. The purchase amount will be refunded to you within 14 days - as with a normal return. Due to the system, we unfortunately have no way of redirecting a package to another address after it has been sent from the main warehouse. In order for your orders to reach you, please place a new order to the correct address
An order can be cancelled for various reasons. If the ordered item is not available or if there are technical overlaps in the payment terms, the order may be cancelled due to system reasons, which we unfortunately have no influence over. If you are affected by an order cancellation , please contact us and we will be happy to help you. a
No, unfortunately you cannot order by phone or email. You can only order from our online shop.
Yes, you will receive a detailed invoice for your order via email once the order process is complete. You can also download the invoice via a link.
Credit card: The amount will be debited immediately
PayPal: The amount will be debited immediately
Invoice: When purchasing on account, you pay the invoice amount within 14 days of your order being dispatched. We currently only offer this via the payment provider Klarna.
For the exact invoice amount, please refer to the invoice that we will send you in a separate email after your order has been dispatched. As a registered customer, you will also find this invoice in your customer account or in the order confirmation as a link to download.
EPS transfer: The amount will be debited immediately.
We offer you the following payment options:
Amazon Pay, Amex, Mastercard, Visa, Apple Pay, EPS transfer, Maestro, Google Pay, Klarna, PayPal; Shop Pay, on account only via Klarna.
The digital transmission of your personal data including credit card and account information is protected by a secure SSL connection (Secure Socket Layer). Due to the encryption, your data can only be read by our payment system.
Of course. If you have lost your invoice or need an additional copy, please contact our customer service. We will be happy to send you a copy of your invoice by email.
Yes, refunds are usually issued to the original payment method used for the purchase, however please note that processing time for refunds may vary depending on your payment method.
The shipping costs may vary depending on the recipient country and the order amount. These will be shown to you at checkout.
We have an order processing time of 1-3 working days. The delivery time depends on the country:
Shipping times:
Germany: up to 10 working days
Austria: up to 12 working days
France & Netherlands: up to 12 working days
Yes, we also deliver abroad. However, the shipping costs depend on the recipient country. Our systems automatically calculate shipping costs at checkout.
Once your order has been shipped, you will receive a shipping confirmation email with a tracking link or tracking number. With this tracking number, you can track the current status of your delivery directly with the shipping provider. If you have any problems tracking your order, do not hesitate to contact our customer service.
We sincerely regret that you have received a damaged package. In the event of external damage or irregularities in the packaging upon delivery, it is important that the recipient immediately notes this on the delivery note or proof of delivery, marking the condition of the packaging as "PACKAGING IN POOR CONDITION". This information is crucial to enable a subsequent complaint by the shipping agency.
If necessary, we would like to ask you to open a service case within 5 days of delivery. To do so, please send us an email to office@awkflagship.com . Please describe the problem in detail and attach photos of the damaged item:
- Photo of the damaged packaging,
- Photo of the courier label (supplier details, e.g. DHL, POST, GLS),
- Photo of the inside of the packaging with the product and the packaging material,
- Photo of the damaged or defective product,
- A photo or copy of the enclosed document showing the tracking number.
By providing this information, we can help you as best as possible and ensure a quick solution to the problem. Thank you for your cooperation and understanding.
For shipping to a Packstation or to a parcel shop, you need the recipient data, as well as Packstation number and location and zip code. Please enter this data under the delivery address. You can then collect the package with a photo ID.
For orders consisting of several items, the delivery may be divided and shipped in several packages.
Please also check whether the missing item may have been cancelled. Otherwise contact us by email at office@awkflagship.shop or via our contact form . Your request will be processed within 24 hours.
Whenever you purchase new goods online, you are entitled to a right of withdrawal in accordance with legal requirements. This means that you can cancel the order within 14 days without giving any reason.
You can send your goods for return to the following address:
AWK Flagship eU,
Salzweg 17,
5081 Anif/Salzburg,
Austria.
Please note that you can download a return label to make returning the item easier. The return shipping costs of €4.90 will be deducted from the purchase amount after the order has been refunded.
According to our cancellation policy, you have 14 days to return the item without giving a reason.
However, if the item is damaged, send your complaint within 48 hours to the e-mail address office@awkflagship.shop with the following photos:
- Photo of the damaged packaging
- Photo of the courier label (from which supplier it was delivered (DHL, POST, GLS)
- Photo of the inside of the box with the product and the packaging material
- Photo of the damaged or defective product
- A photo or a copy of the attached document,
where the tracking number is visible We will process your request within 24 hours.
Unfortunately, we are not able to exchange all products directly. You can return the item and order it again.
Please note that you can download a return label to facilitate the return process.
The return costs of €4.90 will be deducted from the purchase amount after the order has been refunded.
The goods will be returned to:
AWK Flagship eU
Salzweg 17,
5081 Anif/Salzburg
Austria
Yes, certain items cannot be returned. This includes all products from the erotic category and cosmetic products. In addition, items whose seal has been removed cannot be returned.
Please be patient. The amount will be automatically refunded to you within 14 days using the payment method you used when ordering (account or credit card account). If you have not received your money within 14 days at the latest, please send us an email to office@awkflagship.shop or use the contact form . We will take care of your request immediately and without delay.
We will process your request within 24 hours
It is our commitment to our customers to provide the highest quality and
to offer the best guarantee. All items are guaranteed for two years from
delivery date, except for refurbished products, which are guaranteed for 12
months.
Damage caused by negligence, dropping, improper use or
Attempts to modify, use with incorrect voltage or incorrect installation
as well as normal wear and tear are not covered by the guarantee
excluded.
- For computer products, the warranty does not cover the removal of viruses that
program recovery or hard drive recovery.
- If any part of the warranty or proof of purchase is modified,
is modified or replaced; and/or
- If the identification number of the product covered by the guarantee is missing
prior permission from technical support.
First click on “Forgot your password”. You will then receive an e-mail from us containing the link to reset your password.
You will get great offers and discount codes. Furthermore, you also have access to your last orders and can easily reorder your favorite items or manage your data and much more
If you wish to delete your account, you must contact us in writing and request an account closure. We will then carry this out for you immediately.
First click on “Forgot your password”. You will then receive an email from us. It contains the link for resetting the password.
Our data protection declaration describes the extent to which we process data from our customers, but also from suppliers and business partners. Furthermore, we will inform you about the data processing that takes place on our respective websites. For this, please read our privacy policy .
In order to be able to order from us, you do NOT need a customer account and can therefore order as a guest.
Open a newsletter we have sent you and scroll down to the bottom. There you will find the unsubscribe link "Unsubscribe from newsletter" or "Unsubscribe".