| 1 | REGISTRATION |
| I did not receive the user confirmation e-mail - what should I do? | |
| As a first step, it is necessary to check that the confirmation e-mail did not end up in the "Spam" folder. Secondly, if the e-mail has not arrived, you can request information at Hdsupport.OM@star-7.com. | |
| 2 | LOGIN |
| I can't find my username. | |
| If you forgot your username, you can request further information at Hdsupport.OM@star-7.com. | |
| 3 | HOW TO FIND THE CORRECT OWNER MANUAL |
| I have the VIN, year of registration and model number, how can I identify the correct literature? | |
| On the webshop it is not possible to search using the VIN (Vehicle Identification Number). The search filter "Model Year" can be applied. For a further confirmation, please check ServiceBox or eLum to identify the right handbook. - Service box : the booklet ID number can be found via "Handbook link" then select your model. The ID number is available in the last page of downloadable PDF. - eLUM : the search function by VIN is available | |
| 4 | HOW TO FINALIZE ORDER |
| 4.1 | How can I calculate shipping costs? |
| Shipping costs are calculated automatically when you check out your order by entering the correct shipping address. | |
| 4.2 | I am having issues when trying to complete the order: the shipping options message cannot be loaded, can you advise me how to finalise the order? |
| This problem occurs when the total weight of the basket exceeds 70 KG. In this case, shipping costs are not defined and the order cannot be completed. In order to be able to close the order, it is necessary to split the purchase into several orders. | |
| 4.3 | I am not sure if I have entered the correct VAT number, how can I check? |
| In the footer of the webshop (bottom part), under the "Customer Service" section, there is a link to verify the correct entry of the VAT number, i.e. the link to VIES: https://ec.europa.eu/taxation_customs/vies/#/vat-validation | |
| 4.4 | Can I enter more than one shipping and billing address? |
| Yes, it is possible to manage shipping and billing addresses by clicking on "Profile" in the top left-hand corner of the webshop and, by accessing the "Address" section, change the data. | |
| 5 | PAYMENT |
| 5.1 | How can I pay for my order? |
| It will be possible to pay for the order by credit card or bank transfer. It is only possible to pay for an order by bank transfer if the total amount is at least €200 (including shipping costs). The data for payment by bank transfer can only be displayed during the checkout process if the order total is at least €200 (incl. shipping costs). | |
| 5.2 | By when do I have to pay for my order? |
| Payment of the order by credit card is usually immediate (if the process is completed successfully). Should the payment be interrupted or should the payment fail for various reasons (e.g. if the card is not enabled for online payment, if the card used is not available, etc.), the payment must be made within 7 days of placing the order: after 7 days the order will be cancelled. As for the bank transfer, within 30 days of placing the order: after 30 days the order will be cancelled. | |
| 5.3 | Payment by bank transfer: how should I write the reason for payment correctly? |
| How to write the reason for the order is indicated both during checkout, together with the data for making the transfer, and in the e-mail that the user receives after entering the order request. An example of the correct way of writing the reason for payment is as follows: WS-1234 (where "1234" is the order number contained in the e-mail received immediately after the order was placed). The order number can also be found in the "Orders" section under "Profile". Orders with a differently written reason will take longer to process. | |
| 5.4 | What happens if the credit card payment fails? |
| If payment by credit card is unsuccessful, it is advisable, as a first step, to check with your bank whether the credit card used is enabled to make payment online. Payment is made directly on NEXI's portal, so it is normal to leave the ecommerce site during this phase. If you have problems with the payment portal and are unable to complete the procedure, you can try again at a later date. In order to try again, you can click on "Profile" and enter the "Orders" section, go into the details of the order to be paid, and use the "Retry Payment" button. The order status is always visible in the summary preview of each order. | |
| 5.5 | I read that my order is ‘pending’: what does that mean? |
| The "pending" status of the order means that the order has not yet been paid for. The user can also see four other statuses of the order, namely: -"processing", the order is being processed by the printer; - "printing", the order is being printed; - "completed", the order has been shipped; - "cancelled",the order has been cancelled after the passage of days | |
| 5.6 | Can I pay for my order after receiving it? |
| No, payment (by both payment methods, credit card and bank transfer) must be made in advance. The order is not taken care of until payment is made. When the order request is placed, a pro-forma will be sent to the user with an indication of the amount to be paid and all the information necessary to proceed with payment. | |
| 5.7 | By when will I receive my order? |
| Shipping time is at least 7 days from the payment is duly confirmed. | |
| 5.8 | By when will I receive my invoice? |
| The official invoice will be issued within 10 days from the date of payment and sent by email. A pro-forma will be sent to the user right after the order is placed. In the pro-forma are listed: -the order number -the amount to be paid -the terms within which payment of the order is to be made -the data for payment by bank transfer | |
| 6 | HOW TO MANAGE RETURNS |
| How can I return my order? | |
| You can send a return request by writing to orderinfo.OM@star-7.com; the terms and conditions for making a return are described in full in point 7 of the ‘General Terms and Conditions of Sale’ document in the footer of the web-shop (‘Legal Information’ section). |