Frequently Asked Questions
How is the fulfilment process?
How long does the packaging take?
The packaging time depends on the product variations.
For example, the playing cards are available in 2 colors and need to be shipped to 200 Backers. That only takes 1 day for packaging to be done.
Can I add extra small items together with the main product?
Yes. You can add stickers, business cards, coins, booklet, etc together with the products with no extra cost, as long as they fit into the smallest box 17,5 x 9,5 cm and are not overweight. If you have customized Add-ons, please contact us for more information.
Is it possible for me to sell the remaining stock in Europe?
If you do not have your own online store, by using our fulfillment service, you can sell your remaining stock with your chosen retail price on Markt 52. We are happy to help you taking care of the delivery to end customers for you.
Kickstarter is not available in my country. Can Deallez help me launch my campaign?
Yes. We can. Please contact our customer support for more information!
Backer / Customer
I have not received the notification email yet. Where's my package?
With or Without a tracking number all backers will receive notifications when the label's created. The shipping date will also be available on Deallez Website / Fulfillment / Your campaign.
Sometimes the email is in the spam folder. If you can't find it, please contact our customer service with your full name and the name of the campaign, which you supported! We would be happy to assist you.
I have waited for so long. What happened with my package?
According to Couriers , a tracking number is valid within 4 months. After 4 months from the shipping date, the package would be considered lost without further investigation. Refund is not possible.
Often the campaign creator informs backers when the shipping begins. You can also check the shipping date of your campaign which Deallez is responsible for, on this website. If you live in the EU and you have to wait more than a month, you should contact our customer service immediately.
My package is returned. Can I get a free reship?
If your package's returned because of our mistakes, like putting the wrong name, address, etc, we will reship to you for free.
If you share the wrong address information or the package was held too long at pickup points/ customs (non-EU countries) and must be returned, you'll be responsible for the reship
When the package arrived, I didn't know, it was from a Kickstarter campaign that I supported. That's why I refused. What should I do?
In this case, you should contact the campaign creator to arrange another delivery.
I live in the USA and also support the campaign that listed here. Can I track my package on this website?
Yes, you can, if the package is shipped by Deallez.