FAQ

Payment

Is my payment information safe?

At PanzerGlass™, we use an approved payment server that is approved by the PCI (Payment Card Industry) and encrypts all your card details using SSL (Secure Socket Layer) protocol. As a result, it is not possible for unauthorised parties to access your credit card information through our system.


Did my payment go through?

PanzerGlass™’ payment process includes several control steps to ensure maximum security. If your payment has been successful, you will receive an order confirmation by email within 24 hours. If you have not received your order confirmation, please check your spam filter. If you still haven’t received it, please contact us here and we will assist you further.

Payment options

We accept credit cards: VISA, VISA Electron, Mastercard, Diners Club, American Express, as well as MobilePay, Apple Pay, Google Pay, KLARNA & PayPal.

 

Refunds

Once we have processed your refund, it takes 1-5 business days for the money to reach you. The money is automatically transferred back to the account from which the payment was made. If you have returned your order and are still waiting for a refund, you should have received an email confirming the return. If you haven’t received this email and it has been more than 14 days since you returned your order, you are welcome to contact us here for an update.

 

Can I get a refund if the price of a product has changed since I ordered the item?

We adjust our prices according to trends, availability and demand. Price adjustments or special offers do not constitute grounds for a refund of the price difference.

Order & Delivery

Cancellation and changes

Can I cancel my order?

As soon as you place your order, we start processing it. This means that we can’t cancel your order, as it is already running through our warehouse system. If something went wrong with your order, it is, of course, possible to return it. Information for returns can be found here.

 

Can I change my order after it has been placed?  

As soon as you have placed the order, we start processing it. That means we can’t change your order since it is already going through our stock system. If something went wrong with your order, it is, of course, possible to return it. Information about returns can be found here: *link til returneringsside*

 

Can I change the delivery address after the order has been placed?

If you wish to change the delivery address, please contact us and we will do our best to assist you. If we cannot change the delivery address, this is usually because we have already shipped the package, and in such cases, we have to wait until the package has been returned, after which point we can send it to the new address.

 

Shipping information

Where is my order?

Once your order has been dispatched from our warehouse, you will receive an email with the shipping information. Depending on which country you live in, the package will be delivered to your door or to the nearest pickup point. In the email with the shipping information, you will also find other relevant information about your package, including how to track it.

Tracking

You need the tracking number to find your package. This can be found in the email with the shipping information.

 

How long does delivery take?

We always aim to deliver our packages as quickly as possible! The estimated delivery time depends on in which country you live.

Please note that the estimated delivery time is just an estimate and can vary depending on external factors outside PanzerGlass™’ and the carrier’s control.

Please note that the delivery time may be longer than usual if the order is placed during a weekend or public holiday.

 

Can I place my order online and pick it up at one of your retailers?

Unfortunately, this service is not currently available.

 

Which delivery options do you offer?

At the moment, we only offer one kind of delivery depending on which country you live in.

 

Do you deliver internationally?

Yes. This webshop delivers to the following markets:

Austria
Belgium
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Netherlands
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
Iceland

 

Where will my order be shipped from?

We currently have a warehouse in Denmark, and we ship all our products from there. Of course, we aim to deliver as quickly as possible to all locations closest to, as well as farthest from, our warehouse.

 

When will my order be shipped?

Our warehouse will prepare your order as soon as possible. If you place your order before 2pm, we will prepare your order for delivery the same day. Otherwise we aim to prepare and dispatch it the following business day. Please note that the shipping time above is for items currently in stock. You will receive an email with the shipping information as soon as your package leaves our warehouse.

 

Order information

Did my order go through?

An email with the order confirmation will be sent to the email address used when the order was placed. If you haven’t received order confirmation, please check your spam filter. Please note that it can take up to 24 hours before you receive your order confirmation. If you have checked your spam filter and waited 24 hours, but you still haven’t received the order confirmation, we recommend that you contact us so we can have a look at your order: (*link til kontaktside*)

 

Why haven’t I received an order confirmation by email?

If an order has been placed and processed successfully, you should automatically have received an order confirmation by email. If you haven’t received the order confirmation by email, first check your spam filter. It can take up to 24 hours before you receive the email. If you have checked your spam filter and waited 24 hours, but you still haven’t received the order confirmation, we recommend that you contact us. 

I haven’t received all the products I’ve ordered.

If you have only received part of your order, please contact us and let us know which products you are missing. 

Returns & Warranty

Returns

Return Policy

You have the right to return items for a refund within 14 days of receipt. In order for a return to be accepted, please ensure that the following are true for the product you are returning:

  • The product is in the same condition as when you received it.
  • The product is still in the original box, including intact labels and stickers.
  • The product was purchased online through our website.

If the product was bought on sale, you will receive a refund of the discounted price.

 

Return information

Returnable products

You have the right to return items for a refund within 14 days of receipt. If you wish to return your order, please send it back to us, and we will process your case as soon as possible.

Before you return the order for a refund, please ensure that the following are true for the product you are returning:

  • The product is in the same condition as when you received it.
  • The product is still in the original box, including intact labels and stickers.
  • The product was purchased online through our website.

To meet the criteria, please remember to double-check the box and see if the product you have received matches your device. We do not accept exchanges, but we can offer a refund, so you have the flexibility to go to our web store and order a new product for your device.

NB: If you receive a product with a manufacturing defect, this should be filed as a claim.

The way you do this is to send the following information to
customercareuk@panzerglass.co.uk

- Order number (ex. #UK1000)
- Pictures clearly displaying the damage
- How the damage happened
- Product number or Name (SKU)

By including this information, you will receive a quicker and easier handling of your complaint, and that the communication is as comprehensive and accurate as possible.

When can I return my order?

All products can be returned within 14 days of receipt.

 

What condition should the product be in when returning it?

To make the returns process as simple as possible, the product must be returned unopened. The following critical must be met:

  • The product must be in the same condition as when you received it.
  • The product must be in the original box including intact labels and stickers.
  • The product must have been purchased online on our website.

 

How do I return the product?

If you have received the product and wish to return it, you can use the Returns portal on our website. To access this, please use your email address and order ID.

Please see guide below:

  1. Log in to the online return portal on our website using your email address and order ID.
  2. Select the product you would like to return.
  3. Print out the prepaid shipping label received by email.
  4. Lastly, return all products selected using the label you have received.

NB: It can be an advantage to return the items in the original packaging to ensure that the product is protected on equal terms as upon receipt.

Receiving refunds

We will take care of this part as quickly as possible! As soon as we have received the product and checked that everything is in order, we will refund your money. You can expect to have the refund in your bank account within 1-5 business days.

 

Can I return a product at one of your retailers?

Unfortunately, no. If the product has been purchased in our web store, you will have to return it to our warehouse.  

 

Did you receive my return?

We will contact you as soon as we start processing your return. Remember to check your spam filter. Depending on which country you are returning the product from, it will usually take 7-14 business days for us to receive and process your return. We will do everything we can to make sure that you receive the refund as quickly as possible, but please get in touch if you haven’t heard from us within 3 weeks.

 

I haven’t received my refund. How long does it take?

If you have returned your order and are waiting for a refund, you should have received an email confirming the return. If you haven’t received this email and it has been more than 14 days since you returned the order, you are welcome to contact us here for an update.

 

I have received a product with a manufacturing defect. What do I do?

If you have received an order containing a product with a manufacturing defect, we apologise for the inconvenience.

If you have received a product that has become faulty for some reason, you can create a complaint (RMA) with us.


The way you do this is to send the following information
customercareeu@panzerglass.com

- Order number (ex. #INT1000)
- Pictures clearly displaying the damage
- How the damage happened
- Product number or Name (SKU)

By including this information, you will receive a quicker and easier handling of your complaint, and that the communication is as comprehensive and accurate as possible.

We look forward to helping you!