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FAQ

Answers to your most frequently asked questions, if you have any further questions, please contact our customer service team at care@deepciv.com.


Registration and Login


Why should I create an account?

  1. Order history
  2. Easier order placement
  3. Option to re-pay/cancel unpaid orders and pre-pay
  4. Orders in one place
  5. Option to create returns/complaints


Where can I find the link to confirm that my account has been successfully registered?

A successful registration email will be sent to the email address you provided during registration. If you do not receive it, please check your spam folder.


How do I reset my password?

  1. Click here to reset your password. Enter the email address you used when registering. Then click "Send".
  2. Please check your email inbox (i.e. the email address you provided in the previous step) and look for an email from Deepciv titled "Password Reset". Open the email and click "Create New Password".
  3. When you are redirected to a website, enter your new password in the "New Password" box, enter it again in the "Confirm New Password" box, and then click "Set New Password".


What if I don't receive an email with a link to reset your password?

The link will be sent to the email address you provided. Sometimes, it may take several minutes due to overloaded mail servers. If the email is not sent to your email address, please check your spam folder.


I can't log in, what should I do?

Reset password on the registration page and follow the instructions displayed on the screen.

If resetting your password doesn't work, try logging in using Incognito mode. Here's how to do it: Depending on your browser, press the following key combination:

  • Chrome: CTRL+SHIFT+N
  • Firefox: CTRL+SHIFT+P
  • Opera: CTRL+SHIFT+N
  • Safari: Select "File" > "New Private Window"
  • Edge/Internet Explorer: CTRL+SHIFT+P

If this solution helps, clear the cookies in your browser.

If you still can't log in after following the steps above, delete the old password saved in your browser.



Orders


What if I can't add an item to my cart?

If you can't add an item to your cart, it means that the item is sold out. At the same time, you should see a notification on the website that the item is out of stock.


If the item I purchased is not suitable for me, can I return or exchange it?

Unfortunately, we do not offer direct exchanges, but you can return items. Please note that the returned item must not show signs of use, must be in original condition, retain all box labels, and the refund period must not exceed 30 days. We will email you with details about the return. Please keep the tracking number for your return.


Are the products displayed on the store website in stock?

All products displayed on our website are in stock. Any products that have been sold will "disappear" from the offer and cannot be ordered.


What statuses does my order have? What does this mean for the order?

There are at least three statuses for online orders. Here is a brief description of each status:

a) "New Order" - the system automatically displays this status once the order is registered in the system.

b) "Waiting for payment" - this status only applies to orders that choose the online payment method. This means that our customer service has not yet found the money in the system and has put the execution of the order on hold until the payment is credited to our bank account.

c) "Order is being packed" - the store proceeds to complete the order (in case of prepayment, this status means that the order has been paid).

d) "Given to the courier" - the order is completed and the package has been handed over to the courier or parcel service.

e) "Order is being clarified" - a rarely used status, which is received only when the package cannot be sent without arranging some issues with the customer (this means that the customer service is trying to contact the customer by e-mail and is still waiting for the customer's decision).

f) "Order completed" - a status transmitted when the package has been delivered and the courier has paid the money to the bank account of the electronic store.

g) "Order canceled" - a status assigned to each unfulfilled order (regardless of the reason).


I bought the product earlier at a higher price, why is it discounted now?

Unfortunately, there is nothing we can do about this. Some specified prices are reduced at a certain point in time without prior notice. Therefore, our customer service staff may not be aware of the upcoming discount.


I received a damaged package, what should I do?

If the package arrives damaged, you can choose to refuse it and fill out a damage report for the courier. If some items are missing or damaged, please contact us within 24 hours of receiving the delivery and provide relevant proof (photos) and the damage report so that we can file a complaint.


Why doesn't my promotional code work?

If you have a promotional code but it is not accepted at checkout, there may be one or more reasons;

  • The code has expired
  • The products in your shopping basket are not included in the promotion
  • You are a returning customer and have already used the code in a previous order
  • You have already used the promotional code at checkout - We can only accept one discount code per transaction.

If you need help with discounts or promotional codes, please contact our customer service team.



Payment


When will my card be charged?

It depends on the payment method you choose. If you enter your bank card details directly at checkout, we will charge your bank card immediately. If you choose another payment method, the amount charged depends on the gateway.


What payment methods do you accept?

To ensure you have a good shopping experience, we offer a variety of payment methods to meet your individual needs. We accept Visa, MasterCard.