Frequently asked questions

For a satisfying shopping experience no questions should remain open. Here you find all information about the iDoc Store.

  • Shopping at idoc.eu

    • Is ordering on idoc.eu secure?

      Ordering and payment on idoc.eu are very secure. We use standardized security measures such as firewalls and SSL (Secure Sockets Layer) technology to ensure that sensitive information like your name, address and password is only processed within our system. We don’t store any payment information. Only our payment service providers use this information. Read our privacy policy to find out more. At the moment, we offer the following payment methods: credit card (VISA, MasterCard, American Express), PayPal, Sofortüberweisung transfer, prepayment or in-person payment when you pick up your device.

    • The product I wanted to order isn’t available right now. When can I buy it?

      You can check the availability of any product on the relevant product detail page. If a product is no longer in stock, you can enter your e-mail address there and receive a convenient notification when the availability changes.

    • How long is the warranty for the products I buy?

      You get a six-month guarantee and a two-year warranty on all our products. Damage caused by improper use is excluded from the guarantee.

  • Payment

    • What payment options does idoc.eu offer?

      We accept various payment methods. You can pay with your VISA, MasterCard or American Express credit card, with PayPal, with a Sofortüberweisung transfer, prepayment or in person when you pick up your order. If you have problems entering your data, please check whether you filled out all the required fields correctly. If it still doesn’t work, please check whether you’ve reached your credit limit.

    • Do any additional costs apply to my order?

      The price shown for the product is the actual price you pay. Additional shipping costs may apply depending on the order value and destination country. The actual shipping costs will be displayed before you complete your order.

    • When will you bill me for my order?

      We’ll invoice your order as soon as you place it on idoc.eu. Then you’ll get an e-mail with all the details of your order. Please keep this e-mail as a confirmation. If you can’t find the order confirmation in your inbox, please also check your spam and trash folders.

  • My account

    • Do I have to register on idoc.eu to place an order?

      You can also order as a guest in our online shop. Simply select “Don’t create a customer account” during your order.

    • How do I create an account?

      You can either create your account automatically when you place your first order, or create one here

    • How do I edit my address information?

      You can easily edit your shipping and billing addresses in your iDoc store account. Use your access data to sign in to your account and select “Edit shipping address” or “Edit billing address.”

    • I forgot my password. What do I do?

      If you forget your password, you can request a link to reset it here. Simply enter your e-mail address and select “Reset your password.”

    • Why can’t I sign in to my account?

      If you’re having trouble signing in, please contact our customer service team directly. You can reach our customer service by phone from 10:00 a.m. to 6:00 p.m. (CET) at +49 (0) 30 200 514 455 or by e-mail at store@idoc.eu.

  • Order & Shipping

    • How long will it take for my order to arrive?

      If you order by 2:00 p.m. (CET), we’ll process your order that same day. Generally, you’ll receive your products within two to four business days. Shipping to selected European countries may take up to 10 business days.

      You’ll get an e-mail as soon as we ship your order. This e-mail also includes the shipment number, which you can use to track your shipment online through our logistics partner at any time.

    • How will you ship my order?

      We ship all orders with our logistics partner DHL. Depending on your location, shipping will take one to three business days in Germany and two to six business days in selected European countries. Once we’ve carefully packed your order and DHL has picked it up from the iDoc store, you’ll get a shipping confirmation by e-mail. This confirmation includes all the information about your order such as the tracking number and shipping status. To view all other information about your order, you can sign in to your account at idoc.eu or contact our customer service directly.

    • Can I track my shipment?

      You can easily track our shipments using the tracking number. You can find the number for your order in the relevant shipping confirmation, or under Orders in your account.

    • Do I have to be home when my delivery arrives?

      DHL will try to deliver your order to the shipping address you specified first. If you aren’t home, they’ll leave the package with one of your neighbors or at a nearby post office. The note in your mailbox will say where you can pick it up.

    • Which countries does iDoc ship to?

      Please check the overview of countries we deliver to below..

    • How long does shipping take?

      Please refer to the overview of delivery times below.

    • What does shipping cost?

      Please refer to the detailed list of all shipping costs below.

      Country Estimated time of delivery Shipping method Shipping costs
      Country: Germany (Order value less than 39 EUR) Estimated time of delivery: 1-2 working days Shipping method: DHL Paket National Shipping costs: 3,90 €
      Country: Germany (Order value 39 EUR or more) Estimated time of delivery: 1-2 working days Shipping method: DHL Paket National Shipping costs: 0,00 €
      Country: Austria Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: France Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Belgium Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Bulgaria Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Croatia Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Czech Republic Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Denmark Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Finland Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Greece Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Hungary Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Italy Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Iceland Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Ireland Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Luxembourg Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Malta Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Monaco Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Netherlands Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Poland Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Portugal Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Slowakei Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Slovakia Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Spain Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
      Country: Sweden Estimated time of delivery: 3-10 working days Shipping method: DHL Paket International Shipping costs: 10,45 €
  • Returns & Refunds

    • I want to exchange my order. What do I need to know?

      If you are located in Germany and you have created an account in our shop when you were ordering, you can simply create a return for an order value of 39 EUR or more by selecting the appropriate order in the Orders menu and clicking Return. Then just follow the instructions.

      If you didn’t create an account in our shop or are not in Germany, you can use this form.

Your direct connection to iDoc

No matter how you contact us, the experts in our customer service team will personally answer all your questions.

  • Write us a message

    If you have a question about a product or something else to tell us, just use our convenient contact form.

    Get in touch
  • Visit us

    Stop by and see us. Our experienced team would be happy to accept your device in Berlin or Vienna. You can also come pick up your order in person.

    iDoc’s locations
  • Give us a call

    We’re happy to help you and advise you on your purchase. You can call us from Monday to Friday, 9:00 a.m. to 7:00 p.m.

    +49 30 200 514 455
  • Mail-in service

    If you want our technicians to repair your device but you can’t bring it in, simply use our mail-in service.

    Mail-in service