Welcome to our brand new webshop! We understand that as a new player in the online marketplace, you may have questions about our reliability and trustworthiness. Rest assured, we've compiled this FAQ to address your concerns and give you confidence in our services.

Why should I trust Simcrafters, especially when there are no ratings or reviews available yet?
We completely understand your concerns. While we are a new webshop, we prioritize transparency and reliability. Our commitment to quality products, secure payment methods, and excellent customer service is our pledge to you. We're working diligently to build a reputation you can trust.

How can I be sure that my personal and payment information is safe when shopping on your site?
Your online security is our top priority. We employ the latest encryption technology to safeguard your data. Additionally, we partner with trusted payment processors to ensure your financial information is handled securely. Rest assured, we take every precaution to protect your privacy.

What is your return and refund policy?
We offer a hassle-free return and refund policy. If you are not completely satisfied with your purchase, simply contact our customer support team within 14 days of receiving your order. We'll guide you through the return process and issue a refund promptly.

How can I contact your customer support team if I have questions or concerns?
Our customer support team is available to assist you. You can reach us through support@simcrafters.store for email support or +32 11 49 08 27 for phone support. We aim to respond promptly to all inquiries and provide the help you need.

How do I know your prices are competitive and fair?
We are committed to offering competitive prices for quality products. We regularly monitor the market to ensure our prices are in line with industry standards. In case you find a lower price for a comparable product elsewhere, please let us know, and we'll do our best to match it.

Can I trust the product descriptions and images on your website?
Yes, you can trust the accuracy of our product descriptions and images. We take great care to provide detailed and informative descriptions, along with high-quality images that represent the products as accurately as possible.

Do you offer secure and reliable payment options?
Absolutely! We provide a variety of secure payment options, including credit card payments, PayPal, and more. Your financial information is handled with the utmost care, ensuring a safe and convenient shopping experience.

What steps are you taking to improve your reputation and trustworthiness in the future?
We are committed to continuous improvement. In the coming months, we plan to gather customer feedback, introduce product reviews, and build a strong online presence to enhance our credibility. Your feedback and trust are invaluable as we grow.

The reason for the back-orders is primarily due to the fact that we are a new webshop, and not all the products have been delivered to us yet.

Additionally, some items are on back-order from our vendors, which means they are currently out of stock at their end.

We understand that this may be inconvenient for our customers, and as a token of our appreciation for their patience, customers affected by back-orders from our side will receive a special gift with their order once the items become available. We are actively working to resolve these issues and ensure a smoother shopping experience for our customers in the future. Thank you for your understanding and support.

When will my order be shipped?
We're committed to getting your order out as quickly as possible. Orders placed before 14h on weekdays will typically be shipped on the next business day. Orders placed on weekends or holidays will be shipped on the next business day.

How do I track my order?
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track the progress of your shipment through the carrier's tracking portal.

What are your shipping options and delivery times
The delivery time depends on the shipping method you choose. Standard shipping usually takes 1-2 business days.You can see estimated delivery times during the checkout process.

Do you offer international shipping?
Yes, we do offer international shipping to many countries. During the checkout process, you can enter your shipping address to see if your location is eligible for international shipping and to calculate the shipping cost.

What if I need to change my shipping address after placing an order?
If you need to change your shipping address, please contact our customer support (support@simcrafters.store) as soon as possible. We will do our best to accommodate your request, but changes may not be possible if your order has already been processed for shipment.

Can I pick up my order in-store to save on shipping costs?
At present, we do not provide the option for in-store pickup. All orders are directly shipped to the designated address to guarantee a seamless and effective delivery process. Nevertheless, we are diligently working towards establishing a simulation experience center, where you'll have the opportunity to try out products and collect your orders in-person.

Every purchase you make inherently includes the Value Added Tax (VAT), in accordance with your country's taxation regulations. The displayed VAT, by default, is set at 21%.

How is VAT calculated on my purchase?
VAT is calculated based on the tax rate applicable in your country. The amount you pay varies depending on where you are located.

Can I change my country during the visit of the webshop?
Yes, it's possible to alter your country while browsing the webshop. The VAT included in the price will be adjusted accordingly, as it is determined by the tax rate of your selected country. You can change it at the top of the webshop.

Why does the VAT amount change when I select a different country at checkout?
The VAT amount changes because different countries have different VAT rates. The system dynamically adjusts the VAT based on your selected shipping address to ensure compliance with your local tax laws.

Can I see the VAT breakdown for my purchase?
Yes, you should be able to see the VAT breakdown in your shopping cart or during the checkout process. It will show you the VAT amount and the total price inclusive of VAT.

What if I'm a business customer or have a VAT number?
If you are a business customer with a valid VAT number, you may be eligible for VAT exemption or a reduced VAT rate. Please contact our customer support for assistance.

Do I need to pay additional taxes when the product is delivered to my country?
In most cases, the VAT included at checkout should cover the tax liability for your purchase. However, customs duties or import taxes may apply, depending on your country's regulations. You may want to check with your local customs authority for more information.