Last updated: September 5, 2026
Welcome to our Frequently Asked Questions page. Below you can find answers to common questions about ordering, payment, shipping, tracking, returns, refunds and customer support.
If you need further assistance, please contact us at:
Email: support@sdfsf.shop
Telephone: +45 50 16 81 73
1. Where do you ship?
We currently ship to eligible destinations throughout Europe.
Shipping availability depends on factors such as:
- Destination country;
- Postal code;
- Carrier availability;
- Product availability; and
- Applicable shipping restrictions.
The available shipping options for your address will be displayed during checkout.
2. How long does order processing take?
Orders are generally processed within 1–2 business days after the order has been successfully placed and confirmed.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
3. How long does delivery take?
After your order has been dispatched, estimated shipping time is generally:
5–7 business days after dispatch.
This estimate does not include the 1–2 business day processing period.
Delivery times are estimates and may occasionally be affected by carrier delays, customs, public holidays, severe weather or other circumstances outside our reasonable control.
4. How much does shipping cost?
Any applicable shipping charges will be shown during checkout before you complete your order.
Shipping costs may vary depending on:
- Destination;
- Product;
- Parcel size or weight;
- Shipping method; and
- Carrier.
5. How can I track my order?
Once your order has been dispatched, tracking information may be sent to the email address associated with your order.
Where available, the tracking information may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Shipment status.
Tracking information may take approximately 24–48 hours after dispatch to become active.
6. What should I do if my tracking information is not updating?
If your tracking information has not updated for a reasonable period, please first allow up to 24–48 hours after dispatch for the carrier's tracking system to activate.
If the tracking information still does not update, please contact us at:
Please include your order number and tracking number where available.
7. What should I do if my package is delayed?
If your package is delayed, please check the latest tracking information first.
Delays may occur because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation disruptions; or
- Other circumstances outside our reasonable control.
If the estimated delivery period has passed and your tracking has not updated for an extended period, please contact us at support@sdfsf.shop.
8. What should I do if my package appears to be lost?
If you believe your parcel may be lost, please:
- Check the latest tracking information;
- Confirm that the delivery address is correct;
- Check with household members;
- Check reception desks or designated safe locations; and
- Contact the local carrier where appropriate.
If the package still cannot be located, please contact us at:
Please include your order number and tracking information.
If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer law.
9. Can I change my delivery address after placing an order?
If you notice an error in your delivery address, please contact us as soon as possible at:
If the order has not yet been dispatched, we may be able to update the address.
Once the order has been dispatched, we cannot guarantee that the delivery address can be changed.
10. Can I change or cancel my order?
If you wish to change or cancel an order, please contact us as soon as possible at:
We will try to assist where reasonably possible.
However, once an order has entered processing or has already been dispatched, changes or cancellation may no longer be possible.
Any applicable statutory cancellation or withdrawal rights remain unaffected.
11. What payment methods do you accept?
We accept the payment methods displayed during checkout.
Available payment methods may vary depending on:
- Your country or region;
- Currency;
- Order value;
- Product; and
- Payment provider availability.
Only payment methods displayed at checkout are available for the relevant order.
12. Is payment secure?
We use Shopify and/or authorized payment service providers to process payments.
Payment processing may use security measures such as:
- Secure payment gateways;
- Encrypted connections;
- Fraud detection;
- Authentication procedures; and
- Payment verification.
We will never ask you to send your complete payment card number, PIN or online banking password by email.
13. Why was my payment declined?
A payment may be declined for reasons including:
- Incorrect payment information;
- Insufficient funds;
- Expired payment method;
- Bank restrictions;
- Failed security verification;
- Fraud-prevention checks; or
- Technical problems.
If your payment is declined, please check the information entered or contact your bank or payment provider.
14. Do you offer a return policy?
Yes.
We offer a 30-day voluntary return policy for eligible products.
The return request should generally be made within 30 days after receiving the product.
Please review our Return and Refund Policy for full eligibility requirements and return instructions.
15. Do EU/EEA customers have a 14-day right of withdrawal?
Consumers in the European Union or European Economic Area may have a statutory 14-day right of withdrawal for eligible distance purchases.
This statutory right is separate from our voluntary 30-day return policy.
Applicable statutory consumer rights remain unaffected.
16. How do I request a return?
Where available, you may request a return through a self-service return option or return portal provided through our online store or customer account.
You may also contact us at:
Please include:
- Your name;
- Order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Supporting photographs where relevant.
Return instructions and the applicable return address will be provided through the return process.
17. Where should I send my return?
Please do not automatically send a return to our registered business address.
The appropriate return address will be provided during the applicable return process.
The return location may differ depending on the product, fulfilment arrangement and destination.
18. Who pays the return shipping cost?
For voluntary change-of-mind returns under our 30-day return policy, the customer is generally responsible for return shipping costs.
Where an EU/EEA consumer exercises an applicable 14-day statutory right of withdrawal, the consumer is generally responsible for the direct return shipping cost where permitted by law.
We will normally cover reasonable return shipping costs where the return is caused by:
- A defective product;
- A product damaged during delivery;
- An incorrect product;
- Missing parts or components; or
- Another confirmed error attributable to us.
19. What should I do if my product arrives damaged?
Please contact us promptly at:
Please provide, where reasonably available:
- Your order number;
- A description of the damage;
- Photographs of the product;
- Photographs of the outer packaging;
- A photograph of the shipping label; and
- A video showing the issue where relevant.
Please keep the original packaging until the issue has been reviewed.
Depending on the circumstances, an appropriate solution may include a replacement, return or refund.
20. What should I do if I receive the wrong product?
If you receive an incorrect product, wrong model or wrong variant, please contact us promptly at:
Please provide:
- Your order number;
- Photographs of the product received; and
- A photograph of the shipping label.
Once the issue has been confirmed, we will provide an appropriate solution.
21. What should I do if something is missing from my order?
If your order arrives with a product, accessory, part or component missing, please contact us promptly at:
Please include:
- Your order number;
- Photographs of the products received;
- Photographs of the package; and
- A photograph of the shipping label.
We will review the issue and provide an appropriate solution.
22. How long does a refund take?
For approved voluntary returns, refunds are normally processed within 10 business days after approval.
Where an EU/EEA statutory withdrawal right applies, refunds will be handled within the applicable statutory period.
After we process the refund, your bank or payment provider may require additional time before the funds appear in your account.
23. How will I receive my refund?
Approved refunds will normally be issued to the original payment method, unless another method is required or agreed.
The exact processing time may depend on your bank or payment provider.
24. Are original shipping charges refundable?
Where required by applicable consumer law, eligible standard delivery charges may be refunded when a statutory withdrawal right is exercised.
For voluntary returns outside a statutory withdrawal right, original shipping charges are generally non-refundable unless otherwise stated or required by law.
25. Are taxes, VAT or customs charges included?
Depending on the destination, orders may be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Customs clearance charges; or
- Other charges imposed by local authorities.
Where such charges are included in the purchase price, this will be indicated during checkout where applicable.
Unless expressly stated otherwise, independently imposed customs duties, import taxes or similar charges may be the customer's responsibility.
26. Can I exchange a product?
Where exchanges are available, you may request one through the available return process or by contacting us at:
Exchange availability may depend on product availability, condition, model, size or variant.
In some cases, you may need to return the original product for a refund and place a new order.
27. How can I contact customer service?
For questions about products, orders, payments, shipping, tracking, returns, refunds or other customer service matters, please contact:
NBI Blockchain Association
CVR number: 45938328
Registered address:
C/O Steen Hansen
Jagtvej 155A
2200 København N
Denmark
Email: support@sdfsf.shop
Telephone: +45 50 16 81 73
If your enquiry concerns an existing order, please include your order number and, where available, your tracking number.