FREQUENTLY ASKED QUESTIONS FROM OUR CUSTOMERS
I entered the wrong billing information. Can the order be reinvoiced?
If your order is completed, correcting billing information requires canceling the initial invoice and issuing a new one. Reinvoicing is possible only within the same accounting month.
To request a reinvoicing, simply get in touch with us, providing both the original order details and the updated billing information.
Important: Reinvoicing is available only for individuals who accidentally placed an order as a private customer instead of using company details. Reinvoicing is not available for orders placed during the Black Friday Campaign or other promotional events.
I received a Gift Card, but it didn’t work. What should I do?
Frequently asked questions.
If you tried to apply a gift card, double check that you entered the code correctly. If you don’t have the correct details, please contact the person who gifted you the card.
If your gift card was won through a promotional campaign, verify that the product you wish to purchase is part of the eligible categories for that campaign.
If your product is eligible and the gift card still doesn’t apply, please get in touch with us.
I lost my Gift Card. How can I recover it?
Frequently asked questions.
To recover your gift card, simply get in touch with us, mentioning the email address linked to your account on EpicKeys.eu.
Note: If the email address does not match the one associated with your account, we will be unable to resend the gift card.
When will my order be delivered?
Frequently asked questions.
For digital products paid by card, the license is sent the same day, typically within minutes of payment confirmation.
For digital products paid by bank transfer (OP) delivery takes approximately 1–2 business days, excluding legal holidays, after payment confirmation.
What happens to my EpicKeys Gift Card if I return a product?
Frequently asked questions.
If you return a product during the gift card’s validity period, the gift card will be reactivated after the cancellation invoice is issued, and you can reuse it. If the return is processed after the gift card’s validity has expired, the discount will no longer be available.
How do I check if my product is eligible for return?
It’s simple! Click here: Returning items purchased
How long does it take to receive my refund after a return?
Frequently asked questions.
Refunds are processed within a maximum of 10 calendar days from the moment EpicKeys.eu receives the returned product.
Refunds are made only to the same account used for the original payment. Alternatively, we can issue a Voucher for the equivalent amount, which you can use for future purchases on our website.
Note: Refunds are made exclusively through bank transfers. We do not issue cash refunds.
I didn’t receive my Gift Card. What should I do?
Frequently asked questions.
Your gift card is sent to the email address provided during checkout, immediately after your order is invoiced.
If you haven’t received it, please check both your Inbox and SPAM folders.
If you still cannot find the email, simply get in touch with us.
Good to know: In most cases, gift card emails arrive within 5 minutes of payment confirmation, but during busy periods, delivery may take up to an hour.
Will I receive a purchase invoice?
Frequently asked questions.
Yes. Whether you are an individual, company, or public institution, every order on EpicKeys.eu comes with a VAT deductible invoice.
You can download your invoice from your account at any time, either immediately after purchase or up to 3 months later. Invoices remain permanently available in your account.
How can I modify or cancel an order?
Frequently asked questions.
Active orders can be canceled or modified by simply get in touch with us, provided the order has not yet been invoiced or delivered.
I am a Reseller or Public Institution. Can I receive special pricing?
Yes, EpicKeys.eu offers a dedicated pricing system for resellers and public institutions. You can check the eligibility conditions here.
For personalized offers, simply get in touch with us and our team will get back to you as soon as possible.
I am a B2B customer. Can I receive different pricing?
Frequently asked questions.
Absolutely. Whether you represent a Start-up or Corporation, EpicKeys.eu offers customized B2B pricing solutions.
Simply get in touch with us to discuss your options, and our team will get back to you as soon as possible.
How to protect yourself from phishing attacks
Your confidential information is extremely valuable and should only be shared with legitimate entities that have your explicit consent.
Unfortunately, online fraud aimed at obtaining personal and banking information has become more sophisticated. That’s why we created this guide to help you protect your data from phishing attacks.
What is phishing?
Phishing is an online deception technique designed to trick users into revealing personal, financial, or login information via fake messages that appear to come from trusted sources.
Common types of phishing attacks
- Fake prize contests: Fraudulent messages promising guaranteed prizes like smartphones, gaming consoles, or gift cards in exchange for personal information.
- Account verification requests: Messages claiming your account will be deactivated unless you update your details. These often closely mimic the design and sender address of official services.
How to stay safe when sharing confidential information
- Never provide sensitive banking details (card number, CVV, expiration date, PIN) via email or messages, even if they appear to be from EpicKeys.eu or financial institutions.
- Avoid participating in contests or promotions that sound “too good to be true,” especially those promising guaranteed prizes in exchange for subscriptions.
- Only shop on secure, verified websites with the following features:
Quick security checklist
- A padlock icon next to the website address indicating a secure connection.
- The website address begins with https:// confirming an encrypted connection.
- The domain name is correct: EpicKeys.eu, not suspicious abbreviations or subdomains.
- The website displays clear company information in the footer or contact section for transparency.
Stay vigilant and informed to enjoy a safe, secure shopping experience with EpicKeys.eu.
