FAQ | Customer Service
1. Account and Password
How do I create a new account?
You can create a new account by clicking on the person icon at the top of any PLAstik3D page. A login window will open: click on "Create account" at the bottom. Alternatively, you can log in or create an account directly during checkout.
To complete the registration, you will need the following information: name, email address, and a personal password. You can also log in via Google.
How do I update my personal information?
To update your personal information, simply log in to PLAstik3D. You can view and edit your data by clicking on "Information" and then on "Addresses."
How do I recover my password?
To recover your password, go to the login page and click on "Forgot your password?"
This will start the password recovery process. To complete the operation, you need to know the email associated with the account and have access to the email inbox.
2. GDPR and Personal Data
Access to Data
You have the right to access the data you have provided to our site at any time. By logging into your account, you can review and download the data you have provided and registered on our site in CSV or PDF format, in compliance with current GDPR regulations.
Requests for Rectification and Deletion
You have the right to modify all personal information contained in the "My Account" page. For any other questions regarding the rectification and/or deletion of your personal data, please visit our contact page. We will respond to your request as quickly as possible.
For more information, visit the pages dedicated to Privacy Policy, Cookie Policy, and Terms and Conditions.
3. Orders
Is it possible to cancel an order?
In case of errors during the purchase or a change of mind, you can always request the cancellation of the order before it is processed by us.
To do this, you need to log in to your personal account from which the order was placed and go to the "Order History and Details" section.
From there, you can modify or cancel the order as needed.
How can I check the status of my order?
In the dedicated "Order History and Details" section, you can view the current status of your order.
If further details are needed, please contact our support team via the contact page, by phone, or through the company's WhatsApp contact.
For more information, visit the Orders page.
4. Shipping
What are the shipping and delivery times?
Delivery time estimates depend on several factors, including the type of product, availability, shipping method, and destination.
During the purchase process, you will be able to see the estimated delivery date once you enter the address.
Where is my product?
You can track your shipment at any time from your profile.
For more information, visit the dedicated Shipping and Delivery page.
5. Payments
Credit Card
We accept Visa and Mastercard. The amount is pre-authorized at the time of the order and charged only upon shipment. Transactions are conducted over a secure connection with no direct access to card data.
PayPal
With PayPal, the amount is charged at the time of the order. In case of cancellation, it will be refunded directly to your PayPal account. Transactions are protected by the most advanced security systems.
Bank Transfer
Orders via bank transfer are processed after confirmation of payment receipt. Payment must be made within 5 days, indicating the order number and date in the payment reference.
Teacher's Card
You can use the Teacher's Card to purchase products allowed by the regulations. After placing the order, send the generated bonus via email to info@plastik3d.com. Any price differences can be covered using other payment methods.
For more information, visit the dedicated Payments page.
6. Returns and Refunds
Free Returns
You can return purchases within 15 days of delivery. Return shipping costs are the responsibility of the customer, and we are not liable for any losses during transit.
Exchanges
You can request an exchange within 15 days of purchase via the Contact Form or by phone. Shipping costs are the customer’s responsibility. After verifying the product’s integrity, the replacement will be processed within 14 days.
Refund
Refunds are issued after receiving and verifying the returned item. The amount will be credited back to the original payment method used at the time of the order, within a few business days.
Refund Options
You can choose from:
- Refund to the original payment method (Credit Card or PayPal).
Processing times may vary depending on your bank or payment platform.
For more information, visit the dedicated Returns page.