Frequently Asked Questions

Parcels with a tracking number usually reach the recipient within 2-5 business days. Standard shipments usually reach the recipient within 6-10 business days. You can check the exact delivery time for your delivery address during “Checkout” in the “Shipping method” section.

The shipping costs for your product selection in the shopping cart will be shown at the Checkout under "Shipping Method".

We deliver to the following countries: United Kingdom, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland. 

We usually ship your order within 24 hours.

Once your order has been shipped, you will receive a shipping confirmation by email. Parcel shipments include a tracking number. Shipments by post are sent without tracking.

A subsequent change of address is only possible as long as the order has not yet entered the shipping preparation stage. Please contact our customer service as soon as possible with your order number and the new address.

At Electropapa, you can choose between letter, parcel, and express delivery. The available shipping method depends on the size, weight, and type of your order and will be displayed at checkout.

Shipments for UK are handled by DHL UK and GLS, depending on the destination, size, and type of the order.

If your parcel is lost, please contact our customer service team with your order number. We will then initiate an investigation with the shipping provider and find an individual solution for your case.

There are no customs duties within the EU. Outside the EU (e.g. Switzerland, United Kingdom), customs duties and import taxes may apply, which are to be paid by the recipient. If this is the case, a corresponding note will appear at checkout.

The return period is 30 days from receipt of the goods. 

Yes, opened items can be returned within 30 days, as long as they have not been used beyond what is necessary to inspect the item (statutory consumer law). Hygiene items and consumables are excluded. 

In the event of a cancellation, we will provide you with a free return label for items that can be shipped as parcels.

Inform us of your cancellation within 30 days (e.g. by e-mail, telephone or messenger) and then return the goods within 14 days. 

The refund will be made within 14 days of receipt of your cancellation notice at the latest. However, we may refuse to refund until we have received the goods or you have provided proof of return, whichever occurs first.

We do not offer our own product warranty. However, as a private customer, you benefit from the 2-year statutory warranty. As a business customer, you have a 12-month warranty on our new goods.

If your item is defective, please contact our customer service with a detailed description of the defect and, if possible, a photo. We will then discuss the next steps with you. Please note the statutory warranty period of 24 months from receipt of the goods and do not carry out any repairs yourself, as this will invalidate your claim.

Changes or cancellations are only possible within a short time frame after the order has been placed, before it enters the shipping process. Simply contact our customer service team.

At Electropapa, you can choose between the following payment methods: PayPal, credit card, Amazon Pay, Klarna, Google Pay. 

Our website is SSL-encrypted and protects your personal data throughout the entire ordering process.

Yes, you can place a guest order with us without registering. Simply enter the required delivery and billing information and complete the order – a customer account is not necessary.

A payment may be declined for various reasons, e.g. insufficient funds, incorrect payment details or a security check by the payment provider. In this case, we recommend checking the details or choosing a different payment method.

If you are not satisfied with a product, you can cancel your purchase within 30 days. As soon as we receive your return, we will refund the purchase price. It is not possible to exchange or offset the purchase price against another item – in this case, please simply place a new order.

You will receive your order confirmation by e-mail immediately after completing your order, as soon as we have successfully received the order.

You can change the language of our shop to German, French, English, Italian, Spanish or Polish using the language selection at the bottom of the page. Additional languages are available via your browser's translation function.

You can change the currency in our shop using the selection at the bottom of the page. The following currencies are available: EUR, CHF, GBP, PLN, CZK, SEK and DKK.

At Electropapa, we offer compatible replacement parts and accessories. Our own brands, such as vhbw and EXTENSILO, stand for tested quality and are a high-quality, affordable alternative to original parts from device manufacturers.

If the item is not compatible with your device, you can return it within 30 days under your right of withdrawal. If you have any questions, please contact our customer service team in advance – we will be happy to help you find the right product.

The model number can usually be found on the type plate of your device – depending on the product, this may be on the back or underside, inside the device (e.g. for household appliances), in the battery compartment or in the operating instructions. You can find detailed instructions on how to do this in our blog: Type plate, model number, serial number: How to find the right spare part without making a mistake

The service life of our batteries depends on usage and care. Modern lithium-ion batteries can achieve several hundred charging cycles when used properly, although their capacity will decrease over time for technical reasons.

Yes. Our batteries are manufactured in accordance with EU regulations and meet the requirements of Directive 2011/65/EU (RoHS) and the CE marking requirement, among others. They are manufactured in compliance with the relevant specifications for product safety, environmental compatibility and quality assurance.

Batteries must not be disposed of in household waste under any circumstances. Please take used batteries to a collection point for old batteries – e.g. in shops, at recycling centres or at collection points in retail outlets. Make sure to cover the terminals before taking them to the collection point. 

Please check the item description to ensure that you have ordered the correct accessory and are using it correctly. Then contact our customer support so that we can investigate the case and determine the next steps together.

Of course, you can also order from our online shop as a business customer. You can benefit from our B2B advantages on a permanent basis by registering as a business customer and having your account activated. You can find more information here: Electropapa B2B

As a business customer, you can provide your VAT number when entering your address details or registering in the B2B area.

Yes, business customers, resellers and public institutions receive volume discounts and exclusive price advantages in the Electropapa B2B shop. This requires registration and activation as a business customer. Further information can be found here: Electropapa B2B

It is possible to change your invoice after purchase. Simply contact our support team. However, we ask that you ensure that the correct billing address is entered during the ordering process.