Here are some of the most common queries that our customer service team receives. Click one of the categories below to find an instant answer to your question. If you can't find the answer, just send a message to our friendly Customer Service team at email@example.com.
Placing an Order
What payment options can I use?
We accept iDeal payments as well as most major credit cards including Visa, Mastercard and American Express. You can also pay using a PayPal account.
How is the payment charge calculated?
Paying for your order using iDeal is free of charge. If you choose to pay for your order using a creditcard or PayPal, a payment charge is added. We calculate the payment charge from the subtotal of products + shipping, and adjust for taxes.
MASTERCARD, VISA & AMERICAN EXPRESS
Worldwide (2,8% + EUR 0,25) * 1,26
Netherlands (3,4% + EUR 0,45) * 1.28
Northern Europe* (3,9% + EUR 0,45) * 1,27
Europe I** (3,9% + EUR 0,45) * 1,27
Europe II*** (5,4% + EUR 0,45) * 1,3
US & Canada (5,4% + EUR 0,45) * 1,3
Rest of world (5,4% + EUR 0,45) * 1,3
*Northern Europe: Norway, Denmark, Sweden, Finland
**Europe I: Iceland, Montenegro, Gibraltar, Belgium, France, Germany, Greece, Ireland, Italy, Cyprus, Estonia, Luxembourg, Malta, Portugal, Slovak Republic, Slovenia, Spain, United Kingdom, Austria
***Europe II: Bulgaria, Hungary, Croatia, Latvia, Liechtenstein, Lithuania, Poland, Romania, Czech Republic, Switzerland
Is payment secure?
We take the security of our customer’s personal details very seriously. All transactions on our site are processed securely. We use a secure socket layer (SSL) whenever transferring personal information to our payment provider, who only stores the card type and expiry date of your credit card in their system.
How do I use a promotional code?
Occasionally, we will issue promotional discount codes for selected customers, flash sales or products. These will be subject to terms and condition. These promotions will often only be valid for a limited period of time, number of uses or subject to a minimum spend. To use your promotional code, just click on ‘Use Coupon Code’ under the order summary in your Basket, type in your coupon code and click 'Apply Coupon'.
What are my delivery options?
We work with a range of shipping options to get your parcel to you. Delivery costs will vary by country, parcel weight and preferred shipping speed and service. You can select your preferred shipping option from on the order summary page. When viewing your shopping cart, you can calculate a shipping estimate for the available shipping options.
Can I get my goods delivered faster?
Depending on your location, you have the option to select a faster shipping service option. Please note that your selection only applies from the moment we’re able to dispatch your order (out-of-stock items will take longer to deliver).
How do I track my order?
You can track your order by clicking on the relevant order in your account and selecting view details. Once shipped the tracking details for each parcel sent will update. You can click on this to take you to the tracking details. Alternatively, you'll receive a dispatch notification for each parcel sent, complete with tracking details. Please note: not all international parcels are shipped with tracking.
When should I expect my order to be shipped?
We aim to dispatch in-stock items within 2-4 days. We will send you a dispatch email to let you know when your order is on its way to you, including tracking information if available.
Why is my order still ‘processing’?
The status of your order will show as 'Processing' from the point at which you place your order until your order is dispatched and complete.
Returns and Refunds
Are returns free?
As a rule, return shipping costs are not refunded. We will only refund return shipping costs if you did not receive the item you ordered, or the item was damaged upon arrival. If that's the case, the shipping costs for returns will be refunded at standard postal rates. Please note: atum3D can refuse a return if the item was opened, used or damaged by the customer.
I want to return one or more items ordered. What do I do?
You can request to return an item within 30 days of receiving your order if for any reason you're not completely happy with it.
You must inform us of your intent to return the item by following these instructions:
1. Visit the Order History section of your account and view the appropriate order details.
2. Click the red ‘Return’ arrow for the item you would like to return.
3. Complete the return form, add relevant information and click Submit.
4. Our Customer Serviceteam will contact you with further instructions shortly.
Items should be returned with the original branded product packaging. Products must be unopened and in an unused condition, except in the case of products which you have discovered to be faulty upon use.
Returned items will be checked at our warehouse after which we will issue a refund within 14 days of us receiving your return. We will send you an email to let you know that your return has been received at our warehouse and another to confirm that your refund has been processed.
You are responsible for returning your order back to us, so please use a recorded delivery service and ensure you keep your proof of postage until we confirm receipt of the item(s) by email. Without this, if you return is lost, we will be unable to help you.
You will be required to pay for the return of the products to us.
If you are returning an order from outside of the European Union, your local post office should be able to provide you with a CN22 form to stick on your package to help smooth its passage through Dutch customs. You will not be charged any import duty. We also recommend writing "Return" in big letters on the side of the package.
Why can I not create a new return request?
There could be several reasons why you're unable to create a return request:
status of your order is not be updated correctly;
- You may have exceeded the returns period;
- Your item may not be eligible for a return;
· Don't worry though; please contact us and we’ll let you know if this is possible.
How do I return a faulty, defective or damaged item?
We're very sorry if you've received a faulty, defective or damaged item. If this is the case, however, please contact us. Please include as much information about the fault as possible, including photographs of the full item and area affected. This will help us resolve your issue quicker and let you know how best to proceed.
Amending an Order
Can I add another product to my order?
We can't add another item to an order once it's already been placed. However, if you place an additional order and then contact us letting us know both order numbers, we will refund you the second shipping fee if combined shipping is available.
Can I change my delivery address after I have placed my order?
If your order has not been processed at our warehouse, we should be able to change your delivery address. Please just contact us and let us know the new address you'd like to ship to and we'll let you know once it's been changed.
Please note: if your order is already processing, it may not be possible to change your shipping address.
Can I cancel my order?
You can cancel your order at any time before your order is delivered and up to 30 days afterwards.
If your order status is still 'Processing', just contact us and let us know which items you would like to cancel from your order. We'll let you know once this is done and when you should expect your refund.
Should your order have already been shipped or delivered to you, you should follow our Returns Procedure. Once we receive your return, we will refund the price paid for the goods, to the original payment method used.
Can I update my details?
Yes, you can. Just visit your account and update your personal details, preferences and saved addresses.
How do I reset my password?
If for any reason you need to change your password then just head to the Password section in the My Account area of the site, where you’ll be able to update your information.
If I do not want to receive email newsletters; how do I unsubscribe?
If for any reason you no longer wish to receive our sale email newsletters, you can unsubscribe from our mailing list. This will mean you won't receive our updates, but will still be free to pop back and visit us whenever you want to. Just click "Unsubscribe" at the bottom of a newsletter.
How do I know what product to order?
The consumables on this site are fully backward compatible with previous atum3D printer models.
The available resins should be selected based on the curing wavelength that fits your DLP Station’s light source and the application or material properties.
If you have any trouble determining which DLP Station or light source wavelength you own or have any questions about which resin to order for your specific application, please contact us for help.
How can I find specific products?
To make it easier for you to find what you want, on our site you can filter by DLP Station, color, primary application and curing wavelength.
Can’t find what you’re looking for? Please contact us – we’re happy to see if we can still help you out.