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FAQ
You can choose between several shipping methods. Flat rate, Standard and Express shipping are available. All the informations regarding your order can be easily consult during the checkout process.
We are able to deliver orders all over the world. The goods are sent from China by courier, and delivered directly to your home. Wherever you are in the world, you can Buy electronics directly from Flutter shop.
Yes, wherever you are, we will be able to deliver the goods you ordered. Our couriers could in SOME cases apply a "remote areas" tax. This is very rare, but may happen when your delivery address is too far from the main logistics centers. If your address is located in a remote area for the courier you choose, our consumer service will contact you to help you and to discuss the matter.
We strongly recommend to provide a physical Address to facilitate the delivery of the Order.
If you really need to ship the package to a PO Box then please select standard shipping as the shipping method and only order items that weigh 2kg or less. For heavier items, you will need to select an alternative address.
Note: Expedited shipping methods, such as DHL, are unable to deliver items to APO or PO Box addresses.
If you really need to ship the package to a PO Box then please select standard shipping as the shipping method and only order items that weigh 2kg or less. For heavier items, you will need to select an alternative address.
Note: Expedited shipping methods, such as DHL, are unable to deliver items to APO or PO Box addresses.
AHere’s how we will help you:
Contact us with your order number and product code. Explain if the manual is missing, or for which function. You need help. If a manual is accidentally omitted, we'll give you a link where you can download it.
If the product has no manual, it is likely that we are already working on it, and we will send you a first copy once completed. Currently we only offer English/chinese and or/multilingual manuals for all our products.
Contact us with your order number and product code. Explain if the manual is missing, or for which function. You need help. If a manual is accidentally omitted, we'll give you a link where you can download it.
If the product has no manual, it is likely that we are already working on it, and we will send you a first copy once completed. Currently we only offer English/chinese and or/multilingual manuals for all our products.
First, check again the details in the product description on Flutter-shop to make sure the missing item is part of the shipment. If you are sure that something is missing, please do not hesitate to contact us.
Here’s how we will proceed:
1) Send us the order number and the product code.
2) If the missing part is difficult to describe, you could send to our consumer service a photo or you may refer to a similar product listed with pictures on Flutter shop. Once confirmed that an item is missing, we will send you the missing item, free of charges
Here’s how we will proceed:
1) Send us the order number and the product code.
2) If the missing part is difficult to describe, you could send to our consumer service a photo or you may refer to a similar product listed with pictures on Flutter shop. Once confirmed that an item is missing, we will send you the missing item, free of charges
1) Contact us first and provide your order number and product code; it will help us to clarify Which part is missing.
2) For large, expensive or full parts we may need to proceed as a "lost / stolen delivery";
2) For large, expensive or full parts we may need to proceed as a "lost / stolen delivery";
1) Unpack carefully: In order to save space our staff might place smaller items within the boxes of larger articles.
2) Check the status and the comments of you order on Flutter Shop and verify if you have received an email from our customer service. In order to speed up your order process our staff may decide to split your shipment.
3) Once you verified that an item is really missing, contact us and provide your order number. Please clearly describe what part(s) is missing and we will check with out warehouse which products have been packed and shipped.
4) If the items missing are recognize as lost or stolen object, it is necessary to contact the courier which took care of the shipment after the delivery. You can easily find your tracking number by consulting your Flutter-shop account or directly on packaging you received. The courier’s consumer service will guide and assist you.
5) It will be on the courier behalf whether or not agree to grant an indemnity. We are not able to independently check for lost / stolen products. For this reason our company will have to wait until courier’s decision. the Courier's Confirmation process can take time, and you might consider the possibility of a new order on Flutter if you need the products urgently.
2) Check the status and the comments of you order on Flutter Shop and verify if you have received an email from our customer service. In order to speed up your order process our staff may decide to split your shipment.
3) Once you verified that an item is really missing, contact us and provide your order number. Please clearly describe what part(s) is missing and we will check with out warehouse which products have been packed and shipped.
4) If the items missing are recognize as lost or stolen object, it is necessary to contact the courier which took care of the shipment after the delivery. You can easily find your tracking number by consulting your Flutter-shop account or directly on packaging you received. The courier’s consumer service will guide and assist you.
5) It will be on the courier behalf whether or not agree to grant an indemnity. We are not able to independently check for lost / stolen products. For this reason our company will have to wait until courier’s decision. the Courier's Confirmation process can take time, and you might consider the possibility of a new order on Flutter if you need the products urgently.
What happens if my package is held by Customs?
From several years of shipping thousands of orders a week, we can confirm that in over 99.9% of shipments from Flutter shop there is no issue whatsoever with Customs clearance. In the majority of the rare cases subject to a delay in Customs, the packages are released and delivered successfully. This is because the clearance via normal shipping methods (couriers or post) is handled professionally by the shipping company, and Flutter Shop is an experienced provider of correct shipping documentation and compliant products and packaging.
Who is liable for Customs Clearance?
As the importer, the customer is always liable for Customs clearance and import duties
Here are some examples as to why your package may be subject to Customs clearance:
- The products your have ordered are prohibited or cannot be imported in your country
- You refuse to pay the tax and import duties
- You are unable to provide specific licenses/certification needed by the Customs
In such cases, the customer is solely responsible. Flutter will not offer any compensation if the item is held or destroyed by Customs. In case you would need any assistant to support customs clearance, for example invoice, shipping documentation or your order details, please do not hesitate to contact us.
From several years of shipping thousands of orders a week, we can confirm that in over 99.9% of shipments from Flutter shop there is no issue whatsoever with Customs clearance. In the majority of the rare cases subject to a delay in Customs, the packages are released and delivered successfully. This is because the clearance via normal shipping methods (couriers or post) is handled professionally by the shipping company, and Flutter Shop is an experienced provider of correct shipping documentation and compliant products and packaging.
Who is liable for Customs Clearance?
As the importer, the customer is always liable for Customs clearance and import duties
Here are some examples as to why your package may be subject to Customs clearance:
- The products your have ordered are prohibited or cannot be imported in your country
- You refuse to pay the tax and import duties
- You are unable to provide specific licenses/certification needed by the Customs
In such cases, the customer is solely responsible. Flutter will not offer any compensation if the item is held or destroyed by Customs. In case you would need any assistant to support customs clearance, for example invoice, shipping documentation or your order details, please do not hesitate to contact us.
We accept several convenient and secure payments methods including: PayPal, Stripe (credit card platform), Cryptocurrency via Coinbase Commerce Panel (We accept Bitcoin, Bitcoin Cash, Ethereum, Litecoin, USDCoin).
Please note: if you have made a payment through Paypal the payment process takes place in 24 hours. If you have made a payment through Stripe (credit card) or Cryptocurrency, the payment process can take from 5 to 8 working days.
We have a payment platform with the following security level:
The user can withdraw the payment without incur in any penalties.
We apply a chargeback policy
All the payments methods are handle by a specific platform protected by TLS (Transport Layer Security)
Our platform is fully protected by HTTPS (Hypertext transfer protocol security) which include
1. Web site identification
2. Privacy protection
3. Data exchange integrity between all the parties involved.
Notice to customers about scams: we are constantly subject to attempts at fraud by malicious parties. It can happen that someone steals your PayPal account or your credit card and try to make purchases on our shop. Our security team checks every single transaction and in case of suspicious data, we promptly notifies the customer before confirming the order. We do not accept orders when the shipping address does not match the billing address or when the data is suspicious. Every transaction is subject to revision by our security team.
Notice to scammers: we have your data, your ip address (even if protected by VPN service) and every attempt is reported to the competent authorities.
Please note: if you have made a payment through Paypal the payment process takes place in 24 hours. If you have made a payment through Stripe (credit card) or Cryptocurrency, the payment process can take from 5 to 8 working days.
We have a payment platform with the following security level:
The user can withdraw the payment without incur in any penalties.
We apply a chargeback policy
All the payments methods are handle by a specific platform protected by TLS (Transport Layer Security)
Our platform is fully protected by HTTPS (Hypertext transfer protocol security) which include
1. Web site identification
2. Privacy protection
3. Data exchange integrity between all the parties involved.
Notice to customers about scams: we are constantly subject to attempts at fraud by malicious parties. It can happen that someone steals your PayPal account or your credit card and try to make purchases on our shop. Our security team checks every single transaction and in case of suspicious data, we promptly notifies the customer before confirming the order. We do not accept orders when the shipping address does not match the billing address or when the data is suspicious. Every transaction is subject to revision by our security team.
Notice to scammers: we have your data, your ip address (even if protected by VPN service) and every attempt is reported to the competent authorities.
Flutter-shop is an online sales platform. Flutter-shop gives you the opportunity to receive and download an order summary with all the details (product cost, quantity, shipping cost). You will receive the invoice to be attached to the practice of customs clearance directly with your package.
We offer technical support within 24 hours of request. All our products have a 1 year guarantee (starting once the payment is received). If we cannot solve the problem, we will offer you a full or partial refund depending on the cases presented. We invite you not to open chargeback requests directly (for example paypal, skrill or stripe) as this procedure will slow down the verification phase of the defect and conciliation. For any problem, write an email to cservice@flutter-shop.com, or we can offer support via whatsapp - telegram and wechat at +39 370 3600930. If you want to contact us via Skype, the address is flutter-shop.assistant@outlook.it
As soon as we are ready to ship your order, we will send you an email with the delivery information (tracking number and courier name). You would be able to track your order directly from your own profile. Log into your account and click on “My Order”.
Once you registered you can send to Flutter-Shop a request in order to obtain a coupon.
How many coupons will I receive?
- 1 coupon request per month as a standard users
- 2 coupon requests per month for pre-vip
- 2 coupon requests per month plus a bonus one if your latest ordcer exceed 500 $/€
- 3 coupon requests per month for vip silver
- 4 coupon requests per month for vip gold
- 5 coupon requests per month for vip diamond
How many coupons will I receive?
- 1 coupon request per month as a standard users
- 2 coupon requests per month for pre-vip
- 2 coupon requests per month plus a bonus one if your latest ordcer exceed 500 $/€
- 3 coupon requests per month for vip silver
- 4 coupon requests per month for vip gold
- 5 coupon requests per month for vip diamond