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Customer Support
Customer Support is available every day between 8am and 8pm (CET). Registered matters will be responded to within 24 working hours. To be able to help as many customers as possible, we have decided not to provide an open phone service and focus completely on answering queries via e-mail. We are aware that some customers prefer contact via phone service, but by keeping this policy we have been able to keep our response time to a minimum.
Should you have any queries, kindly contact us in English on:
E-mail: vipshop@24hpoker.com
After we have received your order, we will send you an order confirmation to the e-mail address you have registered with 24hPoker.com. Please note: Kindly check your spam filters, if you haven´t received an order confirmation from us. Our confirmation e-mail might have been filtered to your spam folder.
Conditions of use
1. Delivery time
In general we deliver within 30 days from the date of order if the merchandise is in stock, unless you are notified to the contrary. We apologize in advance if your chosen item is out of stock and takes longer than expected.
We will not be held responsible for delays due to failed deliveries caused by discontinued products or the stock handling of our suppliers. Furthermore we will not be held responsible for price differences on 24hPoker.com caused by wrong currency exchanges, price coding, server communications or errors in the registered weights.
2. Confirmation
We will send an order confirmation with information about your purchase via e-mail as soon as we have received your order. We recommend that you save the order confirmation if you ever need to contact our Customer Support.
The status of your order will be visible in the VIP shop:
Order status - Processing
We have received your order and started to process it. We are packing your articles and preparing them for shipping.
Order status - Delivered
Your order is now completed and has left our warehouse. Your products are on the way to you with our shipping agent.
3. Freight
The freight costs have been added to all product prices. Your products will be sent to your registered home address. Larger shipments may have to be collected at your local post office.
IN ORDER FOR US TO BE ABLE TO SHIP YOUR PRODUCTS, IT IS ABSOLUTELY NECESSARY THAT YOU REGISTER YOUR COMPLETE, ACCURATE DELIVERY ADDRESS IN THE CASHIER AT WWW.24HPOKER.COM.
24HPOKER.COM DOES NOT ACCEPT ANY RESPONSIBILITY FOR UNDELIVERED PRODUCTS, IF THE FAILURE TO DELIVER IS A RESULT OF THE CUSTOMER´S NEGLIGENCE TO UPDATE THE ACCURATE DELIVERY ADDRESS WITH 24HPOKER.COM.
4. Shipping policy
24hPoker.com accepts full economic responsibility if products are damaged or missing during transport. However, you are required to contact our Customer Support within 14 days of the delivery date. The delivery date is the date when your order was submitted to your home address or to your closest post office. The economic responsibility is on you if products are damaged or missing during the return transport.
5. Returns policy
You have the right to return undamaged and unused products. Notification about this shall be done immediately upon receipt of the product or at latest 14 days after receipt. The notification shall be sent via e-mail to our Customer Support.
The message shall contain the following information: a) order number b) invoice number c) title of the product you wish to return. The returned product shall be in an unused and undamaged state in its original package (seals and/or cellophane wrapping must be intact). Return the product together with a printed version of the confirmation e-mail. Kindly state the cause of the return of your product, on the overleaf of your confirmation email printout. You will have to pay the freight cost for the return. Return against cash on delivery is not accepted.
6. Claims
24hPoker.com guarantees that the all the branded textile – and poker products you have ordered are free from errors at the time of delivery. If you should receive a defect or wrongly supplied product, contact our Customer Support without delay or at the latest within 14 days after receipt. We will take care of your complaint and send you a return label with pre-paid postage. Return the product in the state that it was received followed by a damage or error report. The returned product shall be in an unused and undamaged state in its original package (seals and/or cellophane wrapping must be intact). Return the product together with a printed version of the confirmation e-mail. State the cause of the return on the back side.
The electronic products are delivered by 24hPoker.com´s co-operation partner Verkkokauppa.com. Should you receive a defective or wrongly supplied product, kindly contact our Customer Support by e-mail, and we will notify Verkkokauppa.com about your claim.
IMPORTANT! You must contact our Customer Support before you return the wrongly supplied or damaged products to get the return request approved and the return postage paid. The responsibility for errors in ordered products is limited to the terms now stated.
7. Unclaimed goods
If we receive packages that have not been collected at the post office, we reserve the right to charge you for all our costs that are incurred when handling your order and shipment, which currently stand at €10 for products purchased for up to 1000 VIP and €20 for products purchased for over 1000 VIP. An invoice will be sent to you which you are required to settle within 10 days.
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