agenda
Order
Can I change or cancel my order?
Yes, as long as it hasn't been shipped yet. We ship quickly – sometimes even before 1:30 pm. If the package is already on its way, you can refuse delivery; it will then automatically be returned to us.
Is there a minimum order value?
Nope!
Will I receive order and shipping confirmations?
Yes! You will receive an order confirmation after your purchase. Once your order is shipped, you will receive an email with a tracking link.
Partial deliveries
We'll do that if it makes sense - after a brief consultation with you.
Guest checkout
You can only order without a customer account (guest checkout). We currently do not offer accounts.
payment
What payment methods are available?
- PayPal, Apple Pay, Google Pay
- Cards: Visa, Mastercard, American Express, Maestro, UnionPay
- Klarna: Instant & Invoice (no installment payments)
Is the payment secure?
Yes! We use SSL encryption and modern payment providers.
How do I redeem discount codes?
You can enter your discount code at checkout.
Invoice, Prices & Currency
Will I receive an invoice?
Not automatically – you will of course receive an order confirmation with all the necessary details. Should you require an invoice, please contact us: info@decky.net
Are all prices inclusive of VAT?
Yes, all prices include VAT. Billing is in EUR.
Reverse charge/VAT ID number?
Currently, reverse charge via VAT ID number is not possible.
Shipment
How fast do you ship?
Orders placed before 1:30 pm (Mon-Sat) will be shipped the same day.
Warehouse location: Germany.
How long does delivery take?
- Germany: usually 1–2 working days
- EU: approx. 3–7 working days
Where do you deliver to?
To Germany and other EU countries. No shipping outside the EU.
Who do you ship with?
DHL GoGreen. Delivery to a Packstation or branch is possible.
How much does shipping cost?
- Germany: €4.99 – free shipping on orders over €60
- EU: €12.95
Can I customize the delivery?
Please specify your address/parcel locker when ordering. You can manage further delivery options in the DHL app.
Lost or damaged shipment
Please report the damage within 7 calendar days. We will initiate a DHL investigation. Depending on the outcome, we will send a replacement or issue a refund. Please retain the packaging and contents until the investigation is complete; photos of the damage will be helpful.
Returned items due to non-collection/refusal of acceptance
For returns due to missed collection or refusal of delivery, we will refund the purchase price upon receipt of the goods. Shipping costs will not be refunded in this case.
Returns & Cancellations
How long do I have to cancel?
30 days from delivery.
What condition must the goods be in?
Saleable. Clearly used, soiled, or damaged? Then we'll find a solution together.
What exceptions are there?
Excluded from the right of withdrawal: opened protective glasses, skins and consumables that we cannot resell.
Who pays for return shipping?
In case of cancellation, you are responsible for the return shipping costs. We will make exceptions on a case-by-case basis if appropriate.
Do you reimburse the shipping costs?
Not guaranteed. We are often accommodating – it depends on the case and the communication.
How does the return process work?
- Email info@decky.net with order number, brief reason and (if relevant) photos.
- Return address:
decky GmbH
Returns Department
Wilhelm-von-Ketteler-Str. 29
31319 Sehnde
Germany
- You can freely choose your shipping provider. Tip: choose with tracking/insurance – without tracking, you bear the risk.
- Package includes the product. (We can find you via the order communication/sender.)
- Inspection takes place 2-3 days after receipt of goods. Refunds are usually issued within a few days to the original payment method.
Warranty & Guarantee
How long is it for and what is covered?
24-month statutory warranty against defects in materials and workmanship. Excluded: installation damage, improper use, normal wear and tear.
How do I report a case?
Send an email to info@decky.net with your order number, a brief description of the error and – if possible – photos/videos.
Do you provide a return label?
Warranty issues are case-dependent – not in every case.
Will you send a replacement immediately?
Often yes! Depending on the value of the goods/the nature of the defect, we may wait for the return and inspection first.
Products, Quality & Compatibility
Original parts?
We do not carry genuine Valve parts. Here you will find mods, accessories, and spare parts from select partner manufacturers – the manufacturer's name is clearly marked. The manufacturers' products are genuine.
Will this part fit my handheld device?
Yes, compatibility (console/model) is clearly stated in the title and product description.
Do you test products?
Yes. We receive samples and test them internally as a team before adding something to our product range.
Scope of delivery
Please refer to the respective product page.
Mods, DIY & Installation
Do you offer an installation/repair service?
DIY only. If you have any questions, we're happy to provide links to relevant tutorials/answers.
Return after installation
Parts showing signs of installation (e.g., soldered, scratched, missing protective films) are generally excluded from returns. Defect caused by the manufacturer/us? We will of course replace it.
Notice
Installation/modifications at your own risk.
Availability & Pre-orders
Sold out – what now?
Use “Notify me” and we'll email you as soon as it's back in stock. We deliberately don't estimate delivery dates – we're dependent on manufacturer availability.
Pre-orders
Currently no pre-orders. If pre-orders become available, we will announce it via newsletter.
Sustainability & Packaging
What exactly are you doing?
- Paper adhesive tape, single-wall corrugated cardboard boxes, packing material made from recycled paper
- Shipping with DHL GoGreen
- Electricity from own PV system, heating via heat pump
- Import by train – where it makes sense
Details: Our contribution
Sweets in the package
Why is it rattling?
Sweets. Your order is securely packaged - we promise.
Can I opt out of the sweets?
You can't deselect it. However, you can write something in the order notes. We don't have fixed allergen information; the selection changes regularly.
Customer service
How can I reach you?
The best way is by email: info@decky.net
How quickly do you respond?
Usually within a few hours (weekdays), at the latest on the same day. Sometimes also on weekends.
Service hours
Mon–Fri, 9:00–17:00 (CET).
Languages
German and English.
Reviews
Where can I find your reviews?
You can find current customer experiences here: Customer reviews