Frequently Asked Questions

Welcome to our Frequently Asked Questions page.

Here you can find general information about ordering, payment, shipping, delivery, tracking, returns and refunds.

If you cannot find the information you need, please contact us at:

Email: support@dsazd.shop

1. Where do you deliver?

Shipping availability depends on the destination and the particular order.

Delivery availability may vary depending on factors including:

• Destination country or region;

• Postal code;

• Product;

• Product availability;

• Carrier coverage;

• Local delivery restrictions;

• Customs requirements; and

• Other applicable logistical conditions.

The delivery options available for your particular address and order will be displayed during checkout where applicable.

If no delivery option is available during checkout, we may not currently be able to deliver that particular order to the selected destination.

2. How long does delivery take?

Estimated delivery information may be displayed on our website or during checkout where applicable.

Delivery times are estimates unless expressly stated otherwise.

Actual delivery times may vary depending on factors including:

• Destination;

• Product;

• Order processing;

• Carrier;

• Customs procedures;

• Public holidays;

• Transportation conditions;

• Local delivery conditions; and

• Other circumstances affecting shipment.

Please review the delivery information applicable to your order before completing checkout.

3. How long does order processing take?

Orders are prepared for shipment after they have been successfully placed and confirmed.

Processing times may vary depending on factors including:

• Product availability;

• Order volume;

• Weekends;

• Public holidays;

• Payment or order verification;

• Fulfilment requirements; and

• Other operational circumstances.

Where an estimated processing period is provided on our website or during the ordering process, it should be understood as an estimate unless expressly stated otherwise.

4. How can I track my order?

Where tracking is available, tracking information may be provided after your order has been dispatched.

Your shipping confirmation may include:

• Carrier information;

• Tracking number;

• Tracking link;

• Dispatch information; and

• Other relevant shipment information.

Tracking information may require some time after dispatch to become active in the delivery provider's system.

If you experience difficulties with your tracking information, please contact:

Email: support@dsazd.shop

Please include your order number.

5. Why is my tracking information not updating?

Tracking information may not become active immediately after dispatch.

Updates are controlled by the applicable delivery provider and may occasionally be delayed.

If tracking has not shown a meaningful update for an extended period, please contact us at:

Email: support@dsazd.shop

Please include your order number so that we can review the available shipment information.

6. What payment methods do you accept?

Available payment methods will be displayed during checkout.

Payment options may vary depending on factors including:

• Customer location;

• Destination;

• Currency;

• Order value;

• Product;

• Payment provider;

• Delivery method; and

• Other applicable checkout conditions.

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

Please review the available payment options before submitting your order.

7. Is payment secure?

We use reasonable measures designed to support secure transactions.

Depending on the payment method selected during checkout, payments may be processed through Shopify or independent payment service providers.

We do not require customers to send payment passwords, online banking passwords or other confidential account credentials to us by email.

Customers should complete payment only through the payment options made available during the applicable checkout process.

8. Can I change or cancel my order?

If you need to change or cancel an order before dispatch, please contact us as soon as possible.

We will make reasonable efforts to assist.

However, once an order has entered fulfilment or has already been dispatched, changes or ordinary cancellation through the order-processing system may no longer be possible.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

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

Please contact us as soon as possible:

Email: support@dsazd.shop

If the order has not yet entered fulfilment or been dispatched, we may be able to assist with updating the delivery information.

Once the order has been dispatched, changes may no longer be possible.

Where permitted by applicable law, reasonable additional costs resulting directly from incorrect delivery information supplied by the customer may be the customer's responsibility.

10. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of circumstances including:

• Carrier delays;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation disruptions;

• High shipping volumes;

• Incorrect or incomplete delivery information;

• Local delivery restrictions; or

• Other circumstances outside our reasonable control.

If your estimated delivery period has passed, please review any available tracking information.

If you require assistance, please contact us and provide your order number.

Mandatory consumer rights relating to delayed delivery remain unaffected.

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

If you believe your parcel may be lost, please first review any available tracking information.

You may also check:

• Whether the delivery address is correct;

• Whether another household member accepted the parcel;

• Reception, mailroom or designated delivery areas;

• Any delivery notice provided by the carrier; and

• Information provided by the applicable delivery provider.

If you still cannot locate the parcel, please contact us and provide your order number.

Where a shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law and our policies.

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

Please inspect your order within a reasonable period after delivery.

If the parcel or product arrives damaged, please contact us promptly.

Where reasonably necessary, we may ask you to provide:

• Your order number;

• A description of the problem;

• Photographs of the product;

• Photographs of the packaging;

• A photograph of the shipping label; or

• Other reasonable evidence relating to the issue.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, return, refund or another legally required remedy.

13. What if I receive the wrong product?

If you receive a product different from the product you ordered, please contact us promptly.

Please provide your order number together with sufficient information to allow us to review the issue.

Where reasonably necessary, we may request photographs of the product received, packaging or shipping label.

After reviewing the information, we will provide appropriate instructions.

14. What if something is missing from my order?

If your order arrives with a missing product, component or accessory, please contact us.

Where reasonably necessary, we may ask you to provide:

• Your order number;

• A description of the missing item;

• Photographs of the products received;

• Photographs of the packaging; or

• A photograph of the shipping label.

We will review the information and provide an appropriate solution.

15. What is your return period?

Returns are handled in accordance with our Return and Refund Policy and applicable consumer law.

Where a voluntary return period is offered, the applicable conditions and period will be described in our Return and Refund Policy.

Customers may also have statutory withdrawal, cancellation or other consumer rights depending on their location and applicable law.

Please review our Return and Refund Policy before requesting a return.

16. Do EU/EEA customers have a statutory right of withdrawal?

Consumers purchasing eligible products through distance-selling methods in the European Union or European Economic Area generally have a statutory right to withdraw from the purchase within 14 days without giving a reason, subject to applicable legal conditions and exceptions.

The applicable procedure, conditions and exceptions are described in our Return and Refund Policy.

Nothing in our voluntary return arrangements is intended to reduce mandatory statutory consumer rights.

17. Who pays the return shipping costs?

Responsibility for return shipping costs depends on the reason for the return and the applicable consumer rights.

For an eligible change-of-mind return or statutory withdrawal, the customer may be responsible for the direct cost of returning the goods where this has been properly disclosed and applicable law permits it.

Where a return is required because we supplied a defective, damaged, incorrect or otherwise non-conforming product, reasonable return shipping costs will be handled in accordance with applicable consumer law.

Please contact us before returning a product so that we can provide the applicable instructions.

18. How do I request a return?

Before sending a product back, please contact:

Email: support@dsazd.shop

Where applicable, please provide:

• Your full name;

• Order number;

• Email address used for the order;

• Product you wish to return;

• Reason for the return; and

• Relevant photographs or other information where the return concerns damage, defects or an incorrect product.

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

19. Where should I send my return?

Please contact us before sending any product back.

Approved returns should be sent according to the return instructions provided for the applicable return.

We will provide the appropriate return address where required.

The company's registered address should not automatically be treated as the return address unless we expressly confirm that it is the applicable return address for your return.

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

20. When will I receive my refund?

Refund timing depends on the type of return, applicable consumer rights and the circumstances of the order.

Once an applicable return has been received and reviewed, we will provide information regarding the refund.

Where a statutory withdrawal right applies, reimbursement will be handled within the period required by applicable law.

Where possible, approved refunds will normally be issued using the original payment method unless another method is agreed or required.

Banks, payment providers or other financial institutions may require additional processing time before a refund appears in the customer's account.

For further information, please review our Return and Refund Policy.

21. Are customs duties or import taxes included?

Orders involving cross-border delivery may be subject to:

• VAT;

• Customs duties;

• Import taxes;

• Customs clearance charges; or

• Other charges imposed by destination authorities.

Where applicable taxes or charges are included in the amount payable during checkout, this will be reflected in the applicable checkout information where reasonably possible.

Where charges are not included, additional charges independently imposed by customs or other authorities may apply, subject to applicable law.

Please review the information displayed during checkout before submitting your order.

22. Do you offer exchanges?

If you would like a different product, model, size or variation, please contact us before returning the original product.

Depending on product availability and the circumstances, we may:

• Arrange an exchange where available; or

• Ask you to return the original product and place a new order.

Product availability cannot be guaranteed until the applicable arrangement has been confirmed.

Mandatory rights concerning defective or non-conforming products remain unaffected.

23. Are all products returnable?

Certain products may be excluded from voluntary returns or statutory withdrawal rights where permitted by applicable law.

Examples may include:

• Products made to the customer's specifications or clearly personalized;

• Products liable to deteriorate or expire rapidly;

• Sealed products not suitable for return for health protection or hygiene reasons after being unsealed;

• Certain digital content or services where applicable statutory requirements have been satisfied; and

• Other products excluded under applicable consumer law.

These exclusions do not remove mandatory rights concerning defective, damaged, incorrect or otherwise non-conforming products.

Please contact us if you are unsure whether a particular product is eligible for return.

24. Where can I find more information about shipping and returns?

Detailed information is available in our:

• Shipping and Delivery Policy;

• Return and Refund Policy;

• Payment Policy;

• Terms of Service; and

• Privacy Policy.

The information applicable to a particular order should also be reviewed during checkout before the order is submitted.

25. How do I contact customer service?

For questions concerning:

• Products;

• Orders;

• Payments;

• Shipping;

• Delivery;

• Tracking;

• Returns;

• Refunds; or

• Other customer service matters,

please contact:

Email: support@dsazd.shop

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

Company Information

Company Name: Blockchain Fond K/S
CVR Number: 42256005

Registered Address:
Banegårdspladsen 20, 1. tv
8000 Aarhus C
Denmark

Email: support@dsazd.shop
Website: dsazd.shop