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Customer Service

On this page, we have collected the answers to the most frequently asked questions for you.

Is your question not listed below? Or would you like to be helped personally? Please contact our customer service. We are available every day (including weekends and public holidays): by telephone, via our contact form or via our live chat.

 

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Frequently asked questions


1. Place an order

1.1 I can't choose. Can you give me advice?

With so many different flightsim products, making a choice can be pretty difficult. So we wouldn’t be surprised if you had some questions and would like some advice.
Our customer service would be happy to answer your questions. You can reach us daily at +31 (0)317 - 702 700, via e-mail or via our live chat.

 

1.2 How do I order something at FlightsimWebshop.com?

It’s very easy and only takes three steps:
- Place the products you want to order in your shopping cart and choose order.
- Enter your data and choose shipping and payment method.
- Check your details and pay.

 

1.3 Is ordering at FlightsimWebshop.com safe?

Definitely. We are in possession of the ‘WebshopKeurmerk’ trust mark and are (prospective) Trusted Shops certified.
In addition, we value privacy and security and that is why our entire website is protected by an SSL connection. So you can be sure that your (payment) data will be safely transmitted over the internet.

 

1.4 Did I successfully place my order? I did not receive a confirmation.

After we receive your order, we will immediately send an order confirmation via e-mail. Sometimes this e-mail is placed in your SPAM folder, but in some cases, this e-mail does not arrive at all. There are several possible reasons for this: for example, there could be a typo in your e-mail address or it could be caused by technical issues.

If you created an account while ordering, you can check whether your order is registered there. Did you not create an account? Please contact our customer service.

 

1.5 Can I change or cancel my order?

Changing or cancelling an order is only possible if the order has not yet been sent. In case your order has already been shipped, you can return it within the cooling-off period.

 

1.6 How can I pay for my order?

Payment is always free via your trusted banking environment (via iDeal, Belfius, KBC/CBC, Bancontact/MisterCash or SOFORT Überweisung), via Credit Card or via a manual bank transfer.
You can also pay via PayPal, or make use of post-pay via Billink. These payment methods do require a small fee.


View the payment methods here.

 

1.7 When will my order be delivered?

If you place an order on weekdays before 11:30 PM, we will ship your order today!
Because we will send your order (to Belgium and the Netherlands) via PostNL, your order will be delivered the next day (except for public holidays).


In all other European countries, DPD handles shipping. For an overview of all shipping times, see Delivery & Returns.

 

1.8 How much do you charge for shipping?

Shipping to Belgium, Germany and the Netherlands is free! We offer competitive rates to other countries in Europe, starting from € 3.49. The shipping costs to Canada and the United States are determined based on weight.


An overview of the shipping costs can be found under Delivery & Returns.

2. Exchange an order, return it or have it repaired

2.1 Can I change or cancel my order?

Changing or cancelling an order is only possible if the order has not yet been sent. In case your order has already been shipped, you can return it within the cooling-off period.

 

2.2 How do I exchange the product I ordered for another product?

You can exchange the product within the 14-day cooling-off period. The conditions of our return procedure apply here, which state that the product and all of its components must be returned undamaged and, if possible, in its original packaging.


For more information about Returns, see Delivery & Returns.

 

2.3 Can I return products to FlightsimWebshop.com?

You can exchange the product within the 14-day cooling-off period. The conditions of our return procedure apply here, which state that the product and all of its components must be returned undamaged and, if possible, in its original packaging.


For more information about Returns, see Delivery & Returns.

 

2.4 When will I be refunded after returning a product?

As soon as we have received the undamaged product and all of its components (in the original packaging if possible), we will refund within three days.

 

2.5 Do I have any warranty on products that I buy at FlightsimWebshop.com?

Yes, for products you buy from FlightsimWebshop.com you are entitled to a statutory warranty (two years, in most cases).

 

2.6 My product is broken. Now what?

Of course, we want to solve this as quickly as possible. In case of a broken product, always contact our customer service. If we cannot find a solution right away - in the case of flight sim hardware, the product might not necessarily be broken - we ask you to return the product.


If you have received a broken product, we will provide a return label. In all other cases, customers are responsible for the return shipment themselves.

 

3. Complaints

3.1 I have a complaint about FlightsimWebshop.com

We always do our utmost best to help you as best we can, as quickly as possible. However, humans make mistakes and you may end up with grounds for complaint. Of course, we are very sorry to hear that and will do everything we can to find a suitable solution as soon as possible.


Complaints can be passed on in writing to our customer service via our contact form or our live chat.

3.2 I filed a complaint regarding FlightsimWebshop.com, but I am not satisfied with the way it was handled

If, for some reason, you are not satisfied with the handling of a complaint, it is possible to contact the mediation department of Stichting Webshop Keurmerk (webshop trust mark foundation), to which FlightsimWebshop.com is affiliated.

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