FAQ

How can I make a purchase on the online store?
To access our online store, you don’t need to register. This way, we provide you with quick and direct access.
How do I make a payment with Bitcoin?

At checkout, select Bitcoin as your payment option. You’ll be redirected to our payment gateway where you can either scan a QR code or copy the payment address to complete the transaction.

Is it safe to pay with Bitcoin?

Yes, we use a secure and reliable payment gateway to process Bitcoin transactions, ensuring that your information is protected.

Can I get a refund if I paid with Bitcoin?

Yes, we offer refunds for purchases made with Bitcoin. The refund will be processed based on the fiat currency value at the time of the purchase.

What happens if the value of Bitcoin changes after my purchase?

The refund will be issued in Bitcoin, but based on the fiat currency value (such as kronor, dollars, euros, etc.) at the time of purchase, regardless of any fluctuations in the price of Bitcoin. This ensures that you receive the same value in traditional currency that you originally paid.

Can I combine Bitcoin with other payment methods?

At the moment, it’s not possible to combine Bitcoin with other payment methods in a single transaction.

Do you support other cryptocurrencies besides Bitcoin?

Currently, we only accept Bitcoin payments. However, we are considering adding other cryptocurrencies in the future.

What should I do if I want to cancel an order paid with Bitcoin?

If you need to cancel an order paid with Bitcoin, please contact us within the first 4 hours so we can process the cancellation and the corresponding refund.

Can I cancel the purchase I made on the online store?
You can request the cancellation of the products you have purchased in our store. The cancellation must be requested within
a maximum of 4 hours after confirming your purchase. Please note that your purchase will be promptly packed and shipped to the recipient’s country via DHL or Postnord EMS. Our packaging and logistics department has a 4-hour window to pack and dispatch your purchase.
Can I change my shipping address after placing an order?

If you need to change the shipping address, please contact us as soon as possible, preferably within the first 12 hours.

How long does the refund process take?
Once the cancellation and refund of the purchase or product you bought on our online store are requested, the website administrator will process the return order using the same system used for payment. The refund application to the USER/CLIENT’s account or card will depend on the card and the issuing entity. The refund application period will be up to 30 days for credit cards.
When will the recipient receive the purchase in their country?
As DHL agents, our delivery times are estimated based on DHL’s standard shipping times, typically ranging from 4 to 10 business days depending on the recipient’s country. For packages sent via Postnord EMS, the estimated delivery time is 5 to 15 business days.
How can I verify that my beneficiary has received their purchase?
You can track the status of your purchase or shipment at any time through our website under the “Services – Shipment Tracking” section. Additionally, you will receive an SMS notification to the mobile number provided by you at the time of purchase confirmation.
How can I track my order?

Once your order is shipped, we’ll send you a tracking number via email so you can track it in real-time on our website, under shipment tracking.

Do I have to pay taxes on my purchases?
All purchases made from Europe and the EU are subject to corresponding taxes. Similarly, purchases made from countries outside the EU and Europe are also subject to taxes. All our prices include taxes.
Does the recipient who receives the purchase have to pay taxes in their country?
Shipments to the EU and Europe are exempt from customs duties.
However, for the rest of the world, the recipient may be subject to customs duties depending on the country’s regulations.
What happens if the recipient of the purchase is not at home at the time of delivery?

DHL or EMS will always contact the recipient before delivery to arrange a suitable time and date. If the recipient is unavailable at the scheduled time and date, a notice will be left for a new delivery attempt. Only three delivery attempts are allowed; on the fourth attempt, the recipient will need to collect their purchase from the respective DHL or EMS office in their locality.

What should I do if my order arrives damaged?

If your order arrives damaged, contact us immediately and we’ll assist you with the claim process. You’ll need to provide photo evidence for this.

The mobile number provided for the free recharge is incorrect. Can I change it to the correct number?
If the recharge has not been completed, you can indeed change it.
However, if the recharge has already been completed, we adhere to Rebtel.com’s purchase and recharge policy, and changing the number might not be possible. Therefore, we highly recommend ensuring that you provide the correct mobile number.
If the email address provided for the Nauta Hogar user for the free recharge is incorrect, can it be changed?
If the recharge has not been completed, you can change it.
However, if the recharge has already been completed, we follow Rebtel.com’s purchase and recharge policy, and changing the email address might not be possible. Therefore, we highly recommend ensuring that you provide the correct email address for the Nauta Hogar user.
How can I contact customer service?

You can reach us through our 24/7 live chat, via our online form, by sending an email to:

info@ebay-cuba.com, or by calling us at +46 8 559 226 34.

Do I have a guarantee that my data won’t be sold to third parties?
As a company, we always prioritize the privacy of our customers. That’s why we offer you the option to inform us if you don’t want your data to be sold or shared with third parties. In the Contact Us section, you’ll find a checkbox where you can choose whether or not to give your consent. 
When you make a purchase, we are required to process and share your data with DHL or Postnord EMS to facilitate the shipping of your order.