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Customer Service

  • Shipping & Delivery

    We aim to deliver our products through a local reseller. This ensures faster delivery and lower freight costs, and will also give you a local contact for service, accessories and content production. If your delivery address is covered by one or more local resellers, we will inform you during the order process, so you know who will deliver your product. For those areas where we do not yet have a local reseller, we will ship directly to you, using an international courier service.
    Delivery is at the buyer's expense, unless it is expressly stated that the delivery cost is included in the price.
    Delivery costs (freight, postage, packing, etc.) will be calculated based on the specified delivery address, and will stated clearly before final purchase confirmation.
    Delivery times are provided by Realfiction at its discretion in accordance with the circumstances that exist at the offer was made or the agreement.
    Realfiction cannot be held responsible for delays in deliveries but will always endeavor timely delivery.

  • Privacy & Security

    We take your privacy and safety very serious.
    We will never sell your personal information to any third party.
    Credit card information is directed to one or more approved and certified service provider(s), and will not be stored for longer than it takes to process the data.
    Handling of personal data is controlled by documented policies and procedures, including strict physical and logical access control, security back-up, failover, anti-malware protection, monitoring and vulnerability detection mechanisms.

  • Returns & Replacements

    Ordered items are not returnable.
    Ordered Products are not returnable. In special cases - and only if the Products are unopened, unused and in a resalable packaging - Realfiction may agree, at its discretion, that such Products can be returned on payment of a return fee of at least 25% of the sales price. Obsolete or customized Products are in no event returnable. Cancellation of orders must happen before the order has been dispatched, and in writing to the Realfiction Customer Service at order@realfiction.com. An order that is cancelled before it has been dispatched will be credited less a handling fee of EUR 100.

  • Ordering

    Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
    After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in the section just below.
    We will confirm our acceptance to you by sending you an e-mail that confirms that the product(s) have been dispatched (Dispatch Confirmation).
    If we are unable to supply you with a product, for example because that product is not in stock or no longer available, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, We will refund you the full amount including any delivery costs charged as soon as possible.

  • Pricing

    The price of a product is shown in the chosen currency and excludes VAT and any other applicable taxes, customs duties and import fees.
    The price of a product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to our delivery charges page.

  • Credit Cards

    Payment can be made with a range of international debit and credit cards. The transaction is handled by an approved third party service provider – currently Teller, the leading Nordic provider of international card acceptance.

    Cards accepted: MasterCard, Visa, JCB, UnionPay, American Express.