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        FAQ

        VKB-SIM FAQ

        When was VKB founded? What does VKB stand for? Where is VKB HQ located?

        VKB was founded in 2004 in Russia, and is now headquartered in China.

        The name VKB stems from the abbreviation ВКБ for the Russian phrase“Виртуальное Конструкторское Бюро” and may be literally translated as “Virtual Design Bureau”. Virtual Design Bureau stuck as a name because VKB’s engineers are working from different locations all across the globe.

        For the international market, the VKB acronym was chosen to represent the company and its products (VKB itself does not mean anything; it is simply a transliteration of the abbreviation ВКБ).

        What is VKB HQ? Who is VKB-SIM Australia?

        We often refer to VKB – the manufacturer of VKB products – as VKB HQ, since they are the decision makers of everything VKB; they determine the production roadmap, product design, product features, and product availability.
        If you want to contact VKB HQ, please use their VKB official forum, or visit their official website VKB-Sim official website.

        VKB-SIM Australia is appointed by VKB HQ as the sole distributor of their products in Australia and New Zealand. Customers may purchase products through VKB-SIM Australia's webstore
        VKB-SIM Australia provides customers with seamless customer support in all VKB product and service matters via support@vkb-sim.com.au.

        Support FAQ

        How do I get more information about a product before I buy?

        Please send an email to info@vkb-sim.com.au and we will contact you as soon as possible but no later than one business day.

        How do I get support for my products?

        Please send your support request to support@vkb-sim.com.au and we will get in touch with you as soon as possible but no later than the next business day.

        Can I get support for a VKBsim® product I purchased from another reseller?

        Unfortunately not.

        VKB-SIM Australia only supports VKBsim® products purchased at vkb-sim.com.au (as evidenced by the VKB-SIM Australia sales record, invoice, and order number).

        If you’ve purchased a VKBsim® product from a third-party reseller, please contact the third-party reseller for any support and questions.

        Ordering and delivery FAQ

        Can I place an order without creating an account?

        Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit VKB-SIM Australia customer account registration and follow the instructions on-screen.

        Where is my order confirmation?

        This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@vkb-sim.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

        Can I track my order?

        Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

        Why has my order been cancelled?

        We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is cancelled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

        How do I cancel my order?

        There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@vkb-sim.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

        Can I alter my order?

        Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place an additional order online.

        Are shipping times guaranteed? Does COVID impact shipping timelines?

        Shipping times are indicative only and can not be guaranteed as we use third-party providers such as Australia Post and Sendle.
        VKB-SIM only uses reputable shipping businesses.

        Current and future local and international COVID restrictions may impact shipping services and timelines. We do our best to minimise interruptions for our customers.
        Please note we can not guarantee delivery timelines. Thank you for your understanding.

        How much is shipping?

        Shipping to Australian addresses is free and via Express Post.

        New Zealand customers have the option to choose their preferred shipping method, time and costs in our store checkout.

        When will my order arrive?

        Orders to addresses in Australia will generally be delivered within 1 to 4 business days.

        Orders to New Zealand will be delivered via your preferred shipping method you choose when you perform check out in our store. Shipping timelines are generally between 6 and 12 business days. Please note that orders will be delivered from our Melbourne warehouse and are subject to international shipping rates and times from Australia to New Zealand.

        Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

        Due to COVID restrictions and impacts on shipping, we can not guarantee delivery timelines. Thank you for your understanding.

        What countries do you ship to?

        VKB-SIM Australia is the sole distributor of VKB products to Australia and New Zealand.

        We do not ship to other countries. Please visit the VKB website for a list of international resellers.

        Payment FAQ

        What payment methods do you accept?

        We accept the following credit cards: MasterCard, Visa, American Express.

        We also accept payment by PayPal, GooglePay and ShopPay. If you decide to use either of these three methods, you’ll be taken to the merchant's website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our VKB-SIM Australia website once your transaction is complete.

        Where is my refund?

        We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

        Do you charge sales tax (GST)?

        By law we require to charge sales tax (GST) on our products in Australia. However, the prices quoted in our store already include sales tax (GST) so you will not be charged additional costs during checkout.

        New Zealand customers will not be charged GST and the adjusted sales price will be shown during checkout.

        Returns FAQ

        Can I return or exchange an item?

        You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached.

        To exchange a product, simply return the unwanted product to us and make a separate purchase through our webstore.

        How do I return an item?

        Please contact our customer service team via support@vkb-sim.com.au. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

        What do I do if I lose my return note?

        We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch via email at support@vkb-sim.com.au and ask for it to be resent to you.

        My order has arrived but it’s not as I expected. What can I do?

        In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@vkb-sim.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return within 14 days after purchase, providing it’s in “as new” condition, in its original packaging with all labels attached. Please contact support@vkb-sim.com.au to organise a return for a full refund.

        How long does it take to return an item?

        This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.