Before we can ship your first airsoft replica, we need to verify your age. Place your order first, then open the age-verification page and select your delivery country.

Use the same email address as your order and make sure the name on your documents matches the recipient name. If we request photo ID, keep your full name and date of birth visible. You may cover other details.

Follow the steps for your country. For UK orders, we accept UKARA or current, verifiable Airsoft Defence / UCAP Airsoft membership. Until the form is updated, enter your Member Code in the “UKARA number” field and “Airsoft Defence / Name of the club” as the club or provider.

We must approve your documents before your order can leave our warehouse.

We’ll email your tracking link when your parcel is dispatched. You can also check your order status in My Account.

“On hold” means payment hasn’t arrived yet; bank transfers can take a few business days. “Awaiting Verification” means age verification is still pending. “Manual Check” means our team is reviewing your order. “Preparing Package” means it should be dispatched soon. “Completed” means it has shipped; use your tracking link for delivery updates.

For a preorder, check the estimated date on the product page. If your status or tracking seems stuck, send us your order number.

Check your order status in My Account. If it says “On hold”, we may still be waiting for your bank transfer to arrive; transfers can take a few business days.

If your payment shows as taken but you don’t have a confirmed order, please don’t pay again yet. Contact us with your order number, if you have one, your payment method, and a screenshot of the payment status. Cover any card, bank, or other sensitive details.

If a refund has already been issued, allow a few business days for your payment provider to show it.

The quickest way to request a cancellation is to open the chat icon in the bottom-right corner of eu.novritsch.com. Send us your order number and the email address used at checkout. You can also send your request using the contact form below.

We’ll forward your request to our warehouse. We can cancel the order only while it is not marked “Completed”. If cancellation is possible, an agent will process the refund as soon as someone is back in the office.

For the fastest response, message us through the chat icon in the bottom-right corner of eu.novritsch.com. You can also use the contact form below. Include your order number and checkout email address.

The safest option is to request cancellation before the order is marked “Completed”, then place a new order with the correct items. We’ll forward your request to our warehouse and arrange the refund as soon as possible.

If you’d prefer us to change the existing order, message us as soon as possible. If the warehouse marks it “Completed” before an agent reads your request, we can no longer add or remove items.

For a change-of-mind return, contact us within 14 days of delivery and wait for return instructions. Items must be unused, unworn, unopened, and in their original packaging.

Please don’t send anything back before we register the return. Standard return shipping is at your expense. Return processing can take up to two weeks after we receive the parcel; your bank or payment provider may need additional time to show the refund.

If an item arrived damaged, missing, or faulty, contact us within 4 days of delivery using the relevant issue topic.

Shipping methods, prices, and estimated delivery times depend on your delivery address and the items in your cart. You’ll see the available options at checkout. Delivery times are estimates, not guarantees.

We’ll email your tracking link when your order is dispatched. Before ordering, check whether your country or the specific product has restrictions using the country restrictions checker.

Orders shipped within the EU do not have import duties, taxes, or customs fees. For deliveries outside the EU, local import charges may apply and are set by your customs authority. Available UK shipping options may include customs fees.

If customs or the carrier contacts you, follow their instructions and deadlines. If they request documents from us, send us the request, your order number, and your tracking number.

Customs authorities decide any charges and how long clearance takes. Charges paid to customs are not paid to us and can’t be refunded by us (except if you're in the UK).

Check the tracking page for a delivery photo or safe-place note. Also check with your household, neighbours, reception, and any pickup point named by the carrier.

If you still can’t find the parcel, contact us as soon as possible with your order number, tracking number, and the places you’ve checked. We’ll help investigate with the carrier.

If your parcel or an item arrived damaged, keep all packaging and contents. Contact us within 4 days of delivery. Don’t use an item if the damage could make it unsafe.

Include your order number, delivery date, and clear photos of the damaged item, shipping label, and both the outside and inside packaging. This helps us assess the issue and start a carrier claim if needed.

Check your order confirmation and packing slip first. Some orders ship in more than one parcel, so the rest may still be on its way.

If an item is still missing or incorrect, contact us within 4 days of delivery. Include your order number, the item you expected, and clear photos of the parcel, shipping label, packing slip, and all items received. Keep the packaging until we reply.

Open the product page and select the exact variant you want. If we have an estimated restock date, it will appear on that page. All products also offer an email notification sign-up.

Restock dates are estimates and may change. If no date or notification option is shown, we usually don’t have a confirmed date to share. Send us the product name and exact variant if you’d like us to check.

Compatibility depends on the exact product and model generation. Check the product page and technical information for that model before ordering.

If you want us to check a combination, send us the exact model and version, plus the brand and product name of the other item. We can confirm only combinations we’ve tested. We cannot guarantee compatibility with other brands' products.

Recommended BB weight and gas depend on your exact replica and, for gas models, the temperature. Use the model-specific tables before choosing BBs or gas.

If you’re still unsure, send us your model, power version, BB weight, and expected temperature.

FPS changes with BB weight, so FPS alone does not tell you the energy. Use the calculator with the BB weight you actually use to convert between FPS and joules.

If you want us to check your setup, send your model and power version, BB weight, chronograph reading, and test method. For gas replicas, include the gas type and temperature.

Check the size chart and fit notes on the individual product page before ordering. Measure yourself as shown; sizing can vary between products.

If it doesn’t fit, follow the return instructions before sending it back. For a damaged or incorrect item, use the relevant delivery issue topic.

Start with the technical information for your exact model. It includes model-specific information and common troubleshooting questions.

If you still need help, contact us with the model and version, symptoms, what you’ve tried, and clear photos or a short video. Add your order number if you bought the product directly from us.

If the replica may be unsafe, stop using it and contact us before trying further repairs.

Warranty coverage depends on the product and issue. Products bought directly from NOVRITSCH are generally covered for 2 years from delivery unless stated otherwise. Selected rifles have a separate 25-year spare-parts program; it covers eligible parts, not 25 years of repair service.

We’ll first try to diagnose the issue remotely and guide you through a fix. This is often the fastest option and can avoid unnecessary shipping, which is better for the environment.

You don’t have to attempt a repair you’re not comfortable with. If you’d prefer not to do it yourself, or the issue continues, tell us and we’ll arrange the next steps, including a repair if needed.

Repairs carried out under our direct guidance will not void your warranty. To help us diagnose the problem, include your order number, model, a description of the issue, and clear photos or video.

Our videos can help you troubleshoot and maintain your replica yourself. For model-specific help, check the technical information for your exact model.

Follow instructions for your model only. If you’re unsure about a step or the issue doesn’t improve, stop and contact us. We’ll help you with the next step.