FAQ

Please contact your account manager, if your question is not resolved by the FAQ.

Click on a question to see the full answer.

1. How do I place an order? How do I place a preorder?

After searching the products in the online shop, add them to your shopping cart, check them out, verify the Shipping Address, and submit your order. Our Team will take care of your order afterwards.

First Step: Choose the items and add them to your cart

Check your cart
Please note that the items that are not in stock will move to your backorders. Items that are open for preorder will move to your preorders. Items from both lists will be added to your next order as soon as they are available.

2. How do I pay my invoice?

For the prepayment method, please wait until you get an email from your account manager or the support team that the prepayment invoice has been issued.

Please use your invoice number as a bank transfer reference, so that our bookkeeping team can easily relate to your payment immediately.

To proceed with the payment of your invoice, please use the following bank details:

ADC Blackfire Entertainment GmbH
Bank: National-Bank
Bank ID: 36020030
Account ID: 5020727
IBAN: DE45360200300005020727
SWIFT / BIC: NBAGDE3EXXX

3. What are my shipment terms?

For shipping terms, please click the following link:
www.blackfire.eu/service/shipping

4. Where can I see my orders?

Check your orders within your account page or by following this link: www.blackfire.eu/en-gb/profile/orders/

If you need essential extra support, changes or information contact your Account Manager.

5. Where can I see my invoices?

Check your Invoices within your account page or by following this link: www.blackfire.eu/en-gb/profile/invoices/

6. How do I inform you about a damaged product?

If you would like to claim damages to products or packaging, please report the claim on the following link https://claim.blackfire.eu/ and fill out the form appropriately; then, our claims department can assist you.

7. What kind of Organized Play can I do with you?

If you want more information about the Organized Play in Blackfire, visit the following link www.blackfire.eu/en-gb/organized-play.

If you got any questions, please don‘t hesitate to contact our Organized Play Team per mail at op@blackfire.eu.

8. Is the VAT already included in the price?

Due to the nature of our business (B2B) and the fact that we have customers from all over the world with different VAT systems, our prices are listed as net-prices.

For shipping within Germany, the individual VAT will be added later in the invoicing process.

9. Are discounts already included in the price on the webshop?

Once you log in with your password, the prices you read on the website are the final prices with all the global and selected discounts applied.

11. Should I pay for the products I have on pre-orders?

Please wait until your products appear in an invoice; afterward, you can settle the invoice.

12. When will I get my pre-orders?

Once preordered items are available, new orders are issued or the products are added to available open orders.

We will contact you in advance if your order is lower than the minimum order value or for prepayment invoices.

13. What is the minimum required turnover per year?

To be able to consider you as a potential customer, we set a minimum turnover of 10.000€ after 12 months.
If you do not reach this goal at the end of the 12 months after activation, we will have to refrain from cooperation.