🚛 Fast shipping - Warehouse in Germany - 3-7 business days delivery time 🤙

Free shipping on orders over €60 (within Germany)

FAQ

Agenda

Order

Can I change or cancel my order?

Yes, as long as it hasn't been shipped yet. We ship quickly - sometimes before 2 PM. If the shipment is already on its way, you can refuse acceptance; it will then be returned to us automatically. We will refund the value of the goods upon receipt.

Is there a minimum order value?

Nope!

Will I receive order and shipping confirmations?

Yes! After purchase, you will receive an order confirmation via email. Upon shipping, you will receive another email with a tracking link.

Partial deliveries

We do this if it makes sense - after a brief consultation with you.

Guest checkout

With us, you can order quickly and easily without a customer account - less data, more data protection. We currently do not offer customer accounts.

Payment

What payment methods are available?

  • PayPal, Apple Pay, Google Pay
  • Cards: Visa, Mastercard, American Express, Maestro, UnionPay
  • Klarna: Instant & Invoice (no installment purchase)

Is payment secure?

Yes! We use SSL encryption and exclusively established payment providers.

How do I redeem discount codes?

Simply enter it at checkout - you'll find the field directly in the shopping cart.

Invoice, Prices & Currency

Will I receive an invoice?

Private customers receive an order confirmation with all relevant details. Commercial customers can request a full invoice with VAT shown: info@decky.net - please include your order number and full company details.

Are all prices including VAT?

Yes, all displayed prices are gross prices including the statutory VAT. Billing in EUR.

Reverse Charge/VAT ID No.?

Reverse Charge via VAT ID No. is currently not possible.

Shipping

How fast do you ship?

Orders placed by 2 PM (Mon-Sat) will be shipped the same day. Warehouse location: Germany.

How long does delivery take?

  • Germany: usually 1-2 business days
  • EU: approx. 3-7 business days
  • Global: 4-12 business days

Where do you ship to?

To Germany, all European countries, North America, and Oceania.

Who do you ship with?

DHL GoGreen. Delivery to a packing station or branch is possible.

What does shipping cost?

  • Germany: 4.99 € - free shipping for orders over 60 €
  • EU & Global: 12.95 € - free shipping for orders over 100 €

Can I specify the delivery address or a packing station?

Yes - please enter it directly when ordering. Further delivery options (e.g., preferred drop-off location) can be arranged in the DHL app.

Lost or damaged shipment

Please contact us as soon as possible (ideally within 7 days) at info@decky.net - the sooner, the better for the DHL investigation. Please take photos of the damage and keep the packaging and contents until the investigation is complete. Depending on the outcome, we will send a replacement or issue a refund.

Returns due to non-collection/refusal of acceptance

For returns due to missed collection or refusal of acceptance, we will refund the value of the goods upon receipt. Shipping costs will not be refunded, as shipping has already occurred. If you still wish to receive the goods, you can reorder them.

Returns & Revocation

How long can I revoke?

30 days from delivery - we significantly exceed the legally required 14 days.

What condition must the goods be in?

Resalable. Significantly used, dirty, or damaged? Then we'll find a solution together.

What exceptions are there?

Excluded from revocation are: opened screen protectors (once the seal is broken, as these are hygiene articles) as well as consumables that we cannot resell. These exclusions are listed in our cancellation policy before purchase.

Who bears the return shipping costs?

In case of revocation, you bear the return shipping costs. You can use any shipping service provider - we recommend tracking for your peace of mind.

Do you refund initial shipping costs?

Yes - in case of revocation, we will refund the standard shipping costs (€4.99). If you chose a more expensive shipping method when ordering, we will refund the cheapest standard rate.

How does the return process work?

  • Email to info@decky.net with order number, a brief reason, and (if relevant) photos.
  • Return address:
    decky GmbH · Retouren-Abteilung
    Wilhelm-von-Ketteler-Str. 29
    31319 Sehnde · Germany
  • Shipping service provider can be chosen freely. Tip: with tracking/insurance - without tracking, you bear the risk.
  • In the package: the product. (We will find you via the order communication/sender.)
  • Inspection 2-3 days after receipt of goods. Refund usually within a few days to the original payment method.

Warranty & Guarantee

How long and what is covered?

24 months statutory warranty for material and manufacturing defects. Excluded: installation damage, improper use, normal wear and tear.

How do I report a case?

Email to info@decky.net with order number, brief error description and - if possible - photos/videos. We will get back to you quickly.

Do you provide a return label?

In a confirmed warranty case, we will of course provide you with a free return label. Should it turn out after inspection that there is no defect, the return costs may remain with you.

Do you send replacements immediately?

Often yes! Depending on the value of the goods/type of defect, we may wait for the return and inspection first.

Products, Quality & Compatibility

Original parts?

We do not carry original Valve parts. Here you will find mods, accessories, and spare parts from selected partner manufacturers - the manufacturer's name is clearly visible. The products from these manufacturers are original.

Does the part fit my handheld?

Yes, compatibility (console/model) is clearly stated in the title and product description.

Do you test products?

Yes. We order samples and test them internally with the team before adding anything to our product range.

Scope of delivery

Please refer to the respective product page.

Mods, DIY & Installation

Do you offer installation/repair service?

DIY only. For questions, we are happy to help with links to suitable tutorials/answers.

Returns after installation

Parts with signs of installation (e.g., soldered, scratched, missing foils) are generally excluded from revocation - this is inherent in the nature of the product. Was the part defective from the start? Then we will replace it, of course.

Note

Installation/mods 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 dates - we are dependent on manufacturer availability.

Pre-orders

Currently no pre-orders. If we do, we will announce it via newsletter.

Sustainability & Packaging

What are you doing specifically?

  • Paper adhesive tape, single-wall cardboard boxes, recycled paper filling material
  • Shipping with DHL GoGreen
  • Electricity from our own PV system, heating via heat pump
  • Import by train - where it makes sense

Details: Our contribution to sustainability

Sweets in the package

Why is it rattling?

Sweets. Your order is securely packaged - we promise.

Can I opt out of the sweets?

Opting out is not possible. However, you can write us a note in the order comments - we will try to take it into consideration.

Is there allergen information?

The selection changes regularly. If you suffer from allergies or intolerances, please contact us before ordering: info@decky.net - we will inform you about the current selection and its ingredients. We cannot guarantee allergen-free products, as the products are manufactured in facilities that process allergens.

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 AM - 5:00 PM (CET).

Languages

German and English.

Reviews

Where can I find your reviews?

You can find current customer experiences here:
Customer Reviews
Trustpilot Reviews

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