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| Frequently Asked Questions |
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- How can I get a discount?
Since 10 July 2011 ALL of our DVD prices are discounted. You can see the new price in each product. Additionaly you can see our special discounted products here.
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- How old should I be to place an order?
At least 18 years of age. We do not send products to minors.
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- Where can one find you?
We say we can be found on the Internet. We do not have a conventional shop, and we serve the world market. Although situated in Greece, this does not influence our international transactions.
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- Is there a shop where I can come?
No. We do not have a retail shop. The only way of receiving is via post, courier service, or by receiving your order from the courier offices.
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- If I communicate, will I receive an answer?
OF COURSE! We welcome all questions and thank you for the time you provide us. You will definitely receive an answer within 2 days, concerning any matter. If two weekdays have passed and you have received no answer, this means that something has happened and we have not received your question.
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- How can I contact you?
1. Through the communication system which can be found here. You will receive your answer in the same way. It is the most certain and preferred method.
2. Via Live Support.
3. Via telephone.
4. Via e-mail at info@lotusdvd.com, but we do not propose this method, because certain times because of spam an e-mail may be late or lost. You should prefer the first choice.
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- What is your telephone?
International Format: + 30-211-800-6672
Greek Format: 211-800-6672
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- What are the working hours for customer care?
Customer care via telephone works from 9.00 to 21.00 monday to friday. Via e-mail or via the communication system, you will receive an answer within 1-2 weekdays, although they are usually answered on the same day.
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- What is the best way to communicate with you?
Through the communication support system. Press here in order to connect. This way you will receive an answer from the person in charge of customer care shortly.
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- In which languages can one communicate with the telephone service of customer care?
Greek and English. More languages will be added shortly.
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- Are all the products I see available?
Yes! All our products are in stock, and they are detained automatically when you place your order.
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- I had seen a product and I can’t seem to find it any more, why?
If a product finishes, it is automatically disabled from the list. It is very likely that the product is out of stock. If it comes again, it will be enabled again. If you want to ask for it, contact us.
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- Are your products genuine?
Our products are 100% genuine. Do not wonder why certain products are very cheap. The quality and authenticity of our products are never jeopardized.
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- I have received a product which I believe isn't authentic, what do I do?
If you want to return a product, check our return policy. This however has nothing to do with its authenticity. If you are in doubt, you can contact us, and we will prove its authenticity, even by contacting the producers in person.
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- Do you have erotic DVD with minors?
DEFINITELY NOT. Besides child pornography being illegal, we also condemn it. Those who participate in erotic DVDs are over 18 years of age.
Some times, certain producers find individuals that seem under aged or use techniques such as make-up to make them look younger. In every case however, their real age is always over 18 years, and this is definite .
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- Who writes the descriptions of products?
We always try our descriptions to correspond to the real content of the film. Usually we write the text that exists in the back cover, or the description that is given by the producer or is in his official web page. Depending on the DVD, we may add or remove certain elements, so that it corresponds better to reality.
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- Are there any hidden cameras DVDs?
There are no DVDs of individuals that have not consent for its production. DVDs from hidden cameras are made with a trick used by the producers. They videotape scenes without some participants knowing, but only after they have given their consent and got paid, does the production continue.
Also, no producer would dare publish an illegal product that bears his name. Although not stated, because we are very careful with such matters, we maintain information of tradesmen and producers of our products, so that we can find the producers. If the producer is hidden or his recovery is not feasible, we do not bring these products.
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- Do your products come directly from the production companies?
Although we have direct collaboration with many production companies it is not always so. Usually we receive from the official distributors or generally big wholesalers.
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- How often do you have new products?
At the moment we have a huge stock and all of our products are on sale. We will send you an e-mail when new products are added on our store.
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- I saw a product that was added 5 days ago, but yesterday it did not exist. Why?
This is because a few days intervene from the moment the product is registered, until it is available for sale.
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- May I order a product that isn't listed?
In case you want a product we do not have, you may ask for it. We do not guarantee that we will find it, neither you are committed to its purchase when it arrives. We will keep its title, and when we will find it, we will bring it.
Generally, the older a product is, the harder it is to find, because it runs out of stock and the producers don’t usually republish a title
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- Is each DVD listed in one category only?
Yes. The listing is only where it fits best. We try to have as much as possible a correct listing. That is why we have many categories, and continuously increasing. Each film is only registered where it suits best. For example, a film that is little from all, and has scenes regular, anal, dp and cum, will not be found in all of the above categories. It will only be found in "From all and 1 to 1", contrary to most erotic dvd shops, that place the same films in more categories, to show that they have many available titles.
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- What are the guarantees that you provide?
Quality - All our products are new, intact and function irreproachably.
Authenticity - All our products are authentic and 100% genuine.
Price – You will find our products at the best prices.
Service - you will be served with the best and fastest way.
Discretion - our discretion is guaranteed!.
Safety of Data - your personal data is not transmitted for any reason.
Availability - Provided that you place your order, you will receive it.
100% Satisfaction - If you do not remain 100% satisfied, you can return your order.
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- Is there a good operation guarantee for some period?
If the product comes malfunctioning, naturally you get a replacement.
Generally however, the DVD is a means that has no guarantee of good operation with time duration.
Anyway, if you have a certain problem that you consider presented in a short period after buying and has no scratches, contact us.
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- Somebody used my personal information, and placed an order in my name.
If you have received it, return it order without opening the DVD, following the return procedure (see below). Inform us however, so that we can disable your account and no order may be placed in your name, and also get a full refund.
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- What is the Guarantee of 100% Satisfaction?
We always want you to be 100% Satisfied from your purchases. Therefore, in any case and for any reason, that you are not satisfied from your purchase, we shall accept a return at any stage, and will refund you in full, except additional expenses that you have requested. Also, if an error occurred, we will try with any way to achieve your complete satisfaction.
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- Do you refund money?
Yes, if you do not want to buy something else, we will refund your money. If for example you cancel your order and have made a banking deposit or have paid upon delivery, we will send you your money back. Respectively if we have debited your credit card we will cancel the transaction.
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- What is the guarantee of price?
We guarantee that our products will be found at the best prices of the European Market (usually World market as well), in total cost of acquisition.
Our guarantee, is that the DVDs, will reach your hands at the lowest price of the European - and usually the world Market.
If you find in some other shop a cheaper product, even 15 days after your have purchased it from us, we will return its value and will add a gift.
In order for this to happen, inform us within 15 days from your purchase. After that, buy the particular product from the shop that sells cheaper, and send us the receipt. We will return the sum that you paid, along with a gift. The reason we do this is to reveal the cases when certain shops make frauds, such as:
1. They present cheap products that they finally do not have.
2. They have copies or illegal products.
3. They sell products below the cost, so that they damage the producers and their products.
4. They have different products which they describe in the same way so that they show same.
5. They use products as barkers in order to show that they have low prices.
6. They overcharge delivery costs, so that they profit from this.
If again you do not want to follow this process, simply inform us. You will receive a gift just for bothering to inform us.
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- What is the guarantee of Discretion?
We guarantee our complete discretion, even after the execution of your order. More specifically:
1. The packing of delivery is completely discreet and nothing indicates the contents.
2. In case of communication by phone, we will ask to talk exclusively to you. If you do not answer, we will not reveal the reason of our call or the name of the shop.
3. The courier service does not know the contents of the package, and in case of telephone communication he cannot reveal the contents to no one.
4. You will never receive a letter or anything else, if you have not selected the special note in your account. Even then however, you will at least receive an e-mail before the posting.
5. Generally we take seriously into consideration the matter of discretion in every action we take.
Attention: After you order you will receive an e-mail and if you have selected so, an SMS in your mobile, as well as during the transaction. Possibly in the future you might receive some notice via e-mail. If you do not want to, you may give some other e-mail like hotmail, freemail, gmail (or even mailinator.com).
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- How do you guarantee the safety of my personal data?
Initially, we do not transmit your personal data to a third party for no reason. Besides, we take the following measures of safety:
1. The computers in which our electronic shop runs on, belong to our company, and only we can access them. No other company intervenes, neither do we have exterior collaborators or technicians, that could have access in your personal data.
2. Customer care does not have access to your personal data for reasons of safety.
3. Even in our company, only one person can access your personal data.
4. For the transaction of your order, only the essential data is automatically printed from the system, and no one has access to your personal data.
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- I have opened the DVD, can I return it?
No. All of our products are on sale and if you open a DVD it is used and can't be sold.
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- I received my order, but I don't want it any more, can it be returned?
Yes, because we want you to be satisfied from your purchases. Return your order and we will return your money, except possibly delivery costs.
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- I opened the packing and there was some little problem, do I do something?
Initially inform us. No matter how small a problem is, we must be aware of it, to avoid it from repeating. We will try for the best solution of each problem, no matter how small it may be. For example if there was a problem with a plastic case, we will send you a new one. In every case, contact us via the communication system.
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- What is the general return process?
Send the returned products with your telephone and e-mail in the address:
LotusDVD.com
P.O.BOX 28025
P.C.(ZIP) 11402
Gyzi Post Office
As soon as we receive it, you we be informed.
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- What it is the process of product replacement?
In case of replacement, first contact us. Then we will arrange a replacement with a courier service or with the post, depending on where you are situated. The most common method inside Greece is with a courier service, that comes and delivers the new products, and receives the old ones. For the rest of the countries, you must send the products with the general method of return and we will then send you the new products, because the post and courier abroad do not cover the process of replacement.
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- With what ways can I order?
From here, by registering your order on-line.
By phone with customer care.
Via e-mail or the communication and support system.
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- How can I place an order from here?
From the Left categories, you seek the products that you are interested in. When you find what you like, click on the "Buy" or "Add to Basket". The product is placed in a virtual basket, as if in a super market.
After you place in the basket all the products you are interested in, click on the "completion" button, or above left in the "Completion of Purchase". You will be asked to open a new account, or give your personal data if you have already opened an account in the past, or to give your personal information without opening an account.
After you select something from the above and give your personal information, 3 steps follow:
1. Select the desired method of delivery.
2. Select the desired method of payment.
3. Review your choices, and confirm the order by clicking on the "Confirmation of Order".
As soon as you click on it, you will see "your order was registered". Until you see this message your order has not been registered.
If you stop the process after you have opened an account and have given your data, the products will remain in your basket and you can continue with the last 3 steps any time you want, as long as the products are still available.
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- Will I receive some confirmation when my order is registered?
Logically you will receive an e-mail and an SMS (unless you removed the choice or did not give a correct telephone). If you do not receive an e-mail, it may have been blocked by your provider for reasons of spam or your program of correspondence. If you saw the message that your order was registered successfully, then it has been registered. If you have registered by opening an account (first choice) you can see the order that you registered from the choice "my Account". Note however that if you did not receive neither an e-mail nor an SMS, obviously you will not receive one even when your order is completed, and it would be good to communicate with us in order to inform you by phone.
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- I have placed my order, what happens next?
Logically you have received an e-mail and a SMS with the contents of your order. The same thing will happen as soon as the state of your order has changed. Upon completion, you will receive an e-mail and a SMS that will also include the delivery number. With this number you can see where your package is.
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- Can I cancel my order?
Of course. If your order is in stage of treatment or waiting, just inform the comments of your order and write that you want it cancelled, or inform us from the choice of communication. If it has already been completed, and has been sent in the courier or post, inform us in order to ask for its return. In every case, do not receive the package and inform us.
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- When will my order be executed?
If your order is placed from Monday until Friday up to 4p.m. Greek time (14.00 GMT) it will be executed on the same day. Otherwise on the next weekday. Exceptions are orders that are pending payment (usually via bank). In this case, as soon as you make the payment, inform us in order to accelerate the delivery process.
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- Do the prices include V.A.T.?
Yes, on the prices you see, VAT is included.
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- When I receive the order will the cost be what I see?
Of course! The order that you will receive will have precisely the cost that you see in the order confirmation. No other costs are added, and in case of transportation expenses, these appear when you select them, but also in the final screen of confirmation.
If upon reception of your order you find out it has a different cost, inform us because there has definitely been a mistake.
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- What is the difference between opening an account and giving my personal information only for the order?
In the case you open an account, your personal information is stored in our system for future use. In the case of fast completion without you opening an account, your information is stored only in the form of order. We propose the creation of an account, because it has the following advantages:
1. When you order again, you won't need you write your personal information again.
2. If you interrupt the process, the products will remain in your basket and you may proceed at any time.
3. You will participate in the program of customer discount with permanent discounts up to 10%.
4. You might see your orders, and the state of their progress in which they are, through your account.
5. You can have your personal list of "favourite products", that would interest you for future purchase.
6. You participate in likely gifts or special discounts.
7. In every case of communication or possible problem, it helps us resolve it quickly.
For matters of discretion and delivery, see our Guarantee of Discretion.
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- Is the delivery always free of charge?
Greece: For orders above 20 €.
All World: for orders above 80 €.
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- How can I see where my order is?
As soon as your delivery starts, you will receive with an e-mail and SMS the number of the delivery, depending on the way of delivery you may see where it is.
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- Can I receive my order on the same day?
No, it can not happen.
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- Is the packing discreet?
Of course! The orders are placed in brown boxes, and closed with tape. LotusDVD isn’t mentioned anywhere (which as a name refers to nothing anyway), and as the sender a name irrelevant with the contents appears.
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- Can I ask for a different packing?
If our packing (discreet and gift) do not cover your needs, or you have certain special requirements, you can write them in the notes section and we will do whatever possible.
If there is a problem, we will inform you before the delivery.
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- Can I order without giving my address?
Yes. In this case you will receive your order from the offices of the courier service. For Greece and Cyprus it is supported via the offices of ACS.
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- Can I order without giving my telephone?
Only via the post and not always, because if any problem occurs, we will not be able to contact you. We just want a telephone (preferably a mobile) in order to find you if problem occurs.
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- Can I ask for a delivery in another address?
If you want to send the product as a gift, you must ask for it. We will call you for confirmation and the payment must have preceded the delivery, because one cannot have a gift with payment upon delivery.
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- Can someone else receive my order?
Yes, as long as you write his name. In this case the order will be sent to both names.
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- What are the payment methods?
Upon Delivery (where it is supported).
With Deposit in our banking account (or transfer).
Credit Card (Visa and Mastercard) On-Line
Paysafecard, the pre-paid internet cards.
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- I made a banking deposit, should I inform you?
Even though it is not essential, it is good to do so in order to speed up the process delivery. Send us an e-mail, or inform your order. We do not need numbers of deposit or any other information.
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- Can the bank deposit be done by someone else? Should my name be stated?
Anyone can do the deposit, and it is not essential to state your name. It is good though, but not necessary. Simply inform us when you make the deposit. The cross reference of information is done with the value of your order. In case of problems we will ask you for the banking shop of the deposit for confirmation.
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- In which countries payment upon delivery is supported?
Only Greece.
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- Can I pay by credit card?
Not for the time being. Generally banks do not accept collaboration for erotic products, and when they do, they overcharge the transactions (over 10%). You can pay with credit via an account on paypal or moneybookers for now, by transporting money. We hope we can shortly offer this possibility, with or without adding to the cost of our products.
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- Which countries do you serve?
We send products all over the world.
The delivery expenses are calculated automatically, while for orders above 100€, delivery is free of charge.
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- How can I receive my order inside Greece?
Pickup from post office.
Delivery door to door by courier.
Pickup from Courier office.
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- I don't want anything coming to my home, what do you propose?
Ask for pickup from a courier office near you or the closest post office.
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- Can my products be held in customs?
If you are in a country of the European Union, deliveries do not go through customs.
If you are in a country outside the European Union, then yes, they might be held in the customs of your country. If they open the parcel, they may even confiscate it, depending on the laws the country in which you are situated. Ask us for a special packing to avoid problems.
In any case, we have no responsibility for the operation of the customs of your country.
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- Can I ask you to remove the cases for reasons of custom or weight of shipment?
Yes. Ask for it in the comments. You can ask us for any packing and special handling that you may want. We can remove the plastic cases so that your parcel is considered a letter. This however is something that is not safe and depends on your country’s local authorities. We can do whatever possible from our side. In this case however, replacement free of charge is limited only in the case of damaged product, because it has been opened. The replacement with charge, remains in effect.
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- What are the ways of shipment?
Generally we use registered mail to ship abroad, that has a low cost. If your order is over 100 Euros, we send it free of charge, wherever you may be.
Alternatively you can receive your order with:
1. Express post
2. A company of high speed transports (Courier) by road.
3. Company of high speed transports (Courier) by air.
Especially for the countries Bulgaria and Albania, there is a possibility of delivery with the company of ACS Courier, with specially decreased rates.
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- I want to become a porn star, or to participate in films, what can I do?
We propose that you contact the producers directly. Visit their pages in the Internet. Some of them are asking for new models and actors. Unfortunately we cannot help you further, because we have no relation with the production of erotic products.
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- I received an e-mail or a short message (SMS) from you, why?
We do not send messages to persons who do not know us. If you do not know us, then obviously somebody has given your personal information. Please contact us in order to erase your personal information and cancel any orders that may be pending in your name.
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- I am wholesaler or a producer, how can I collaborate with you?
Although we have many criteria for the choice of our suppliers, we welcome new collaborations when your products are of high quality. Contact us and your message will be forwarded to the person in charge.
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- Is there an affiliates program?
Sure! We are working with Clickbanner Affiliate Network (click here)..
If you are not able to register to clickbanner, contact us for the direct affiliate program.
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- I have a magazine, web site, or any other means. Would you like to place an advertisement?
Generally we support the efforts of private individuals and small companies. For this reason and only for web sites, we have the program of collaborators (affiliates). If you have a certain proposal, beyond a formal price list, contact us in order to discuss it. You must however take into consideration that we are interested in permanent collaborations that attribute for both. Make us a proposal and we will be happy to collaborate.
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