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FAQ

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To change the password, please go to “My Account” (top right). In the account menu, click on “edit your password and account details” at the bottom and enter your new password under “Password,” then click “Save.

Your account can be deleted by us (the system administrator) Please contact us via email or the contact form if you would like to delete your account with all your personal data.

If you have forgotten your password, click on “My Account.” A new page will open, where you will see “Lost your password?” at the bottom left. Click this link to go to the next page, where you need to enter your email. You will then receive an email with a password, which you should change after logging in.

You will receive an email witth a tracking code, as soon as your order is finished and packed for delivery. After that, delivery times vary depending on the shipping provider and the target location. The estimated times listed on Simbay are usually met, but delays can still occur, for example, during holidays, public holidays, or due to unexpected weather events.

You can contact us at any time, and we will try to gather information. If the package cannot be located, we will, of course, send a new package with your order.

After we finished your order, you will receive a tracking code via email. You can use this code to track your package on the carrier’s website like DHL or Poczta Polska

You have the option to return the item to us within 14 days of receiving it. Please fill out the cancellation form and send it to us by email. In case of a wrong delivery on our side, we will cover the shipping costs.

Within Germany, you can expect a standard shipping time of about 1-3 business days. If you have booked express shipping, the package should arrive the following business day.

In Europe, depending on the shipping provider, it can take between 1 business day and 10 business days.

For international deliveries, longer waiting times may occur. Shipping providers give estimated times ranging from 3 business days to 21 business days. Unfortunately, delays at customs may still occur.

As we work in a small team and most items have to be produced after the order placement, there may sometimes be delays in shipping, depending on how many orders are pending. We strive to process orders as quickly as possible. In the event of a delay, you will, of course, be informed.

You have the option to pay at Simbay via bank transfer, PayPal, and VISA/MASTER Card.

Your personal data is protected and safe on our website. When you choose PayPal as your payment method, you will be securely redirected to PayPal’s encrypted platform for payment.

After completing the purchase and payment confirmation, you will receive an email with the invoice attached.

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