FAQ
Orders & Payment
- I'm a UK client, do I need to pay duty fees at the delivery moment?
ALL TAXES AND CUSTOMS FEES ARE NOT INCLUDED AT CHECKOUT. YOUR LOCAL TAX AUTHORITY WILL ASSESS TAXES AND DUTIES (IF ANY) TO BE PAID DIRECTLY.
Parcels with a declared value >€150 are subject to VAT and duties and will require payment by the receiver at the delivery.
Please refers to here
- Does Deus offer Price Adjustments?
Unfortunately Deus Ex Machina does not offer any price matching or price adjustments on previous purchases. We advise to either sign up for our newsletter or follow us on our Instagram and Facebook to hear more about any upcoming promotions.
- I have ordered the wrong item(s) / can I cancel my order, can I please make a change?
Once your order has been placed no changes or cancellations can be made. Our fulfillment center begins processing all orders immediately to provide efficient shipping in a timely manner.
- I already submitted my order, can I change the shipping address?
Unfortunatelly no, it's not possible. Once your order has been placed no changes or cancellations can be made. Our fulfillment center begins processing all orders immediately to provide efficient shipping in a timely manner.
- What methods of payment do you accept?
Deus Ex Machina Europe accepts the following forms of payment: Visa, MasterCard, American Express, PayPal, Apple Pay, and Deus Ex Machina Online Gift Cards.
- Can I reserve product(s) in the online shop?
All items on our website are sold at a first come, first serve basis and therefore cannot be reserved.
- I made a purchase and now my order has been refunded, what happened?
On occasion items may become unavailable after your order has been placed. If this occurs, your order will be fully refunded back to the original form of payment.
- My order is being shipped back to your warehouse, what is my next step?
If you notice your order is on its way back, please contact us at your earliest convenience as Deus is not notified of any refused shipments. All orders that are refused at delivery due to incorrect shipping address or rejection upon delivery will be followed up on once the order has arrived back at our fulfillment center. Once received, your order will either be reshipped or returned upon further correspondence.
Returns & Exchanges
- I live in the area, can I make a return / exchange at your Physical Shop location?
Exchanges and refunds are only available online and cannot be processed in-store at our retail location.
- What items are non-refundable?
Items as: Gift Cards, Undergarments, Custom or Special Orders, Surfboards, Bicycles, Original shipment costs
- What is the return shipping charge?
Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for paying the costs of any return shipping and for the risk of loss or damage to the product during shipping, both to and from Deus Ex Machina Europe. Please visit our returns/exchanges page for more information
- What if I have received a damaged item or my order has been sent incorrectly?
If you received a damaged product or product that is incorrect from your order, please contact us at hello@deuscustoms.eu as we can further assist with the damaged order process.
Shipping
- Will you lower the value on packages for customs?
Order values cannot be lowered because it is illegal. Even if requested, we cannot complete this as we have no control over any fees, duties, or taxes the ship to country or customs department may charge. Please take this into account before placing your order. If you have any questions on these fees, we advise to contact your local customs department or shipping broker to receive further information. We thank you for your understanding.
- It apparead FREE SHIPPING for my order, how long will it take to arrive?
All European orders over €100.00 have an option of free shipping.
Couriers delivers typically within 3-7 business days based on distance to your destination.
We will do all we can to ensure your order is delivered in a timely manner however there are certain factors that are unfortunately out of our control such as severe weather, service interruptions and Federal Holidays. If you need your order by a certain date, we advise to contact us at hello@deuscustoms.eu prior to placing your order.
- I have only received a portion of my order, when is the rest scheduled to arrive?
When only part of your order is available we will ship the items that are in stock and cancel the out of stock items. In this instance, an e-mail confirmation will be sent and a refund will be issued to the original form of payment for the items that are unavailable.
- How are shipping delays factored into my order?
Before placing your order we kindly ask to consider any major holidays and any unforeseen factors (such as weather) that could hinder the delivery of your order. Please keep in mind all deliveries will be made according to the carrier's standard procedures; therefore we cannot guarantee a particular delivery date or time. Deus shall be under no liability for any delay or failure to deliver the products within estimated timescales.
ETC...
- Do you have stickers available for purchase?
At the moment, Deus does not have stickers for giveaway and/or purchase.
- Are you accepting new wholesale accounts?
All wholesale inquiries can be directed to wholesale@eu.deuscustoms.com
- Who carries Deus Ex Machina near me?
To find your closest retailer click here.
SCALAPAY
- How Scalapay Works
Scalapay is an innovative financing method that allows you to buy in your favorite online stores, receive your products immediately and paying it in 3 convenient equal installments with monthly deadline.
The service has no additional charges if instalments are paid by the due date.
At the time of purchase you will be immediately charged the first instalment (equal to one third of total purchase value). The next 2 installments will be charged monthly.
First instalment: at time of purchase
Second instalment: one month from the day of purchase
Third and final instalment: two months from the day of purchase
- What’s the deadline for the three installments?
At time of purchase you will be immediately charged the first instalment (equal to one third of total purchase value). The next 2 installments will be charged each month.
First instalment: at time of purchase
Second instalment: one month from the day of purchase
Third and final instalment: two months from the day of purchase
- How are the installments paid?
When you create a Scalapay account you will need to add a debit or credit card which will automatically be charged the 3 installments on the respective expiring date as explained above.
- Can I make a return?
You can return your orders according to the seller’s return policies. Scalapay will receive a notification directly from the seller once they have approved your return.
Once we receive the notification from the seller, we will cancel your installments from the last one and if necessary we will refund the installments already paid directly on your card.
What is Scalapay?
- How can I purchase with Scalapay?
To pay with Scalapay select Scalapay as payment method at checkout. You will be redirected to our portal to complete your order. Follow the instructions to create your account or simply sign into your account if you have already created one.
Add the payment method by which you prefer the installments to be paid and complete the order in a few clicks.
- When do I receive my order if I pay with Scalapay?
Your order will be shipped immediately or according to the availability of the seller.
- Is Scalapay safe?
All payments made with Scalapay are handled by our partner Stripe. Stripe is a global leader in payment management and processes millions of payments every day on sites such as Amazon, Shopify and Booking.com. For more information visit https://stripe.com/en-gb-it/customers
- How much does it cost to use Scalapay?
Paying in installments with Scalapay is completely free. You got it right! You will only pay the cost of your order divided into 3 installments of the same amount with monthly deadline. For example, if you are buying a pair of shoes at a cost of 90 euros you will pay 30 euros at the time of purchase, 30 euros after one month and the last 30 euros after two months.
Scalapay will inform you a few days before the expiring date of each installment via SMS and email.
- Late commissions
You will only be charged a late payment fee if one or more of the planned instalments are not paid by the due date.
If you have not paid before the due date and automatic payment fails, you will have 24 hours to complete your payment. If this is not the case, Scalapay will charge fees for late payment as explained below:
Payment made by the due date = No extra charge!
Payment made over 1 day late = up to 6 euros in additional charges
Payment made with more than 1 week delay = additional 6 euros (in addition to the first fee, up to a maximum of 12 euros per payment)
The total cost of the commissions will not exceed 10% of the total value of the order.
We are aware that there may be certain mitigating circumstances that do not allow payment to be made by the due date. If you think your case falls into these categories, send us an email to support@scalapay.it before the payment deadline and we will do our best to help you.
SCALAPAY complete documentation here