FAQs
ORDERS
How can I check the status of my order?
You can track the status of your order in the page My Orders but to do this you need to log into your profile. Upon every change in the status of your order you will be notified immediately by e-mail.
Can I cancel my order?
If you have ordered a custom-made model you have the opportunity to cancel your order before it has been proceeded to the production stage. After it enters the production stage though, it can no longer be cancelled.
You may cancel any order for a non-personalized model (from the Ready-to-wear collections) at any time before shipment for no reason.
Contact us as soon as possible and we will check the status of your order and whether it can be cancelled. You can do that by yourself by logging into your user profile, then go to My Orders and choose the Cancel Order option.
Expect to receive our confirmation for your cancellation by e-mail. If you do not receive such confirmation within a couple of hours, please, contact us immediately.
Can I place orders by phone?
No, but you can contact us to assist you in completing your order online.
SHIPPING
To which countries do you make deliveries?
We ship worldwide!
How is the shipment processed?
Shipment is processed by courier service (Fedex, UPS, HDLor other local delivery company) to the destination address specified by the customer.
How much does the shipment cost?
Shipment is free for the customer in USA, EU and Switzerland.
Are there any taxes or duties charged or payable?
No, the entire cost of delivery is at Allcog charge.
How long does it take to make the delivery?
The whole process of making your goods and deliver them to a specified destination address takes up to 1-2 weeks (7-14 days).
RETURNS AND REFUNDS
What to do if the items I have received are defective?
Contact us as soon as possible, but not later than 30 days as of receiving them. We’ll be happy to repair or replace them with new ones. You can also return the product without replacement – in such case we are going to refund the whole sum paid by you.
What can I do if the item I have received differs from I have ordered?
If there is a significant difference between the design of goods that you ordered and the design of goods that you have received – for instance the shape, material, colors or accessories, the product will be considered defective and may be returned or replaced.Please, bear in mind that a slight difference between the visualization of your design as it appears on our site and the actual model you receive, is possible. For instance, the colors displayed on your monitor depend on the customized settings and may create expectations for a bit different shades. In such cases the product will not be considered defective and will not be replaced or returned.
In what cases can my order for replacement or return of items be refused?
Your order will be refused if you have had replaced once and you want a second replacement. Items that show traces of having been worn and used will not be replaced either. To satisfy your order for replacement or return, you need to place it within 14 days as of receiving the items.
If you want to order the replacement or return of a defective items, you need to notify us about the defect not later than 30 days as of the date of receiving it, by describing the defect in great details and attaching photos to illustrate the problem, if possible. We have the right to refuse replacement or return of the product when, to our opinion, the product cannot be classified as defective – for instance in case of intentional damages or damages resulting from improper use, etc.
Replacement or return orders for no sound reason will not be satisfied.
Who will pay the shipping cost for returns or replacements?
The cost of return and/or replacement of defective products will be entirely charged on Allcog.
For replacement of an unfitting product, a one-time shipping cost will be charged on Allcog.
PAYMENT
What payment methods will you accept?
For US and all European countries you can pay by credit card, via PayPal and by bank wiring.
What kind of credit cards do you accept?
Currently we accept Master Card, Visa and American Express, as well as Carte Bleue for France and CartaSi for Italy.
How are my data protected via online payment?
No matter which payment method you may choose, your data will be 100% secured and only authorized institutions (such as the bank issuing your card) may access them. For payments with credit or debit card, we use the SSL (Secure Socket Layer) technology for encoding your data, and for extra protection we also support Secure payment.
Do you offer any discount codes?
Yes. If you buy 2, you can use the code "BUY2" to get 10% off. If you buy 3, you can use the code "BUY3" to get 20% off. Keep an eye on the promotional campaigns posted in our website and in our Facebook page.
How can I use the discount code?
Add the items that you want to order in your shopping cart. Copy your code and paste it in the field Enter your coupon code if you have one, then click the button Apply Coupon. If the code has been properly attached, your discount will be deducted from the price of the products in your shopping cart.
PRODUCTS AND QUALITY
What is the origin of our materials?
All materials that we use have European origin and meet the highest requirements for quality, strength and safety.
How can I be sure about the quality of materials?
To be sure of the quality of our materials, we rely on multiple tests, laboratory analysis and certifications. ICEC (ISO9001:2008; ISO14001:2004), SCAM, TÜV, SGS are only some of the certificates that can reassure you of the quality of used for the production of your Allcog!
Do the colors fully match the ones shown on the website?
Every monitor has customized settings of colors and brightness, therefore there may be differences between what you see on your monitor and the real colors of materials. Such differences are usually minor but if you have any doubt, you can contact us at any time for further information.