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GENERAL

Q: What is Kinguin.net?

KINGUIN: Kinguin.net is a platform that provides sellers and buyers from all around the world with the possibility to trade digital game keys and in-game items at a fair price with no hassle through an innovative platform. You can find more information about Kinguin.net at our dedicated About Us page.

Q: Do I need to have an account to order a product on Kinguin.net?

KINGUIN: Having a registered account is necessary to buy on Kinguin.net. Once you are logged in, you can choose any product you wish to purchase and just go through our checkout process.

Q: How do I register?

KINGUIN: In order to register an account on Kinguin.net, you have to click the Sign up button and enter your email address and password. As an alternative way of signing up, you can use your Facebook, Google+ or LinkedIn account.

Q: What should I do if I forgot my password?

KINGUIN: If you forgot the password to your Kinguin account, you can press Forgot password and follow the instructions to restore it.

Q: How do I sell on Kinguin.net?

KINGUIN: If you intend to sell more than several keys at a time, you need to have a merchant account. To become our merchant, fill in this application. Otherwise, our C2C selling feature should be sufficient. For more information click here and go to the C2C section below.

Q: Can I create a list of my favorite games?

KINGUIN: Yes, you can add any specific game offer to your favorites by entering the game's description page. Under the game's price and dedicated Buy button, there is a link to add to favs. Simply click on this link and the game will be added to your list of favorites.

Q: How can I contact Customer Support?

KINGUIN: You can contact our Customer Support by clicking here. Please avoid creating multiple tickets regarding the same issue, and keep in mind that every message resets the ticket waiting time delaying our response. Therefore, submitting multiple messages without our reply is not recommended, as this will most likely extend response time. In case of a really urgent matter, you may always start a chat.

MY ORDERS - DELIVERY, PAYMENTS, VERIFICATION

Q: My order’s been created. What does its status mean?

KINGUIN: Each status indicates a different state of an order:

  • Pending Payment - Awaiting your payment, can be canceled in My Orders tab.
  • Processing - Is paid and about to be completed. This usually takes up to 10 minutes.
  • Processing:Pre Order - As above, except the order will be completed around the game’s release date, as stated on the product page.
  • On hold - The dispatch has been held. You should find more details in our message - see your tickets in the Customer Support tab. 
  • Complete - Order has been processed, and the item is already delivered (or will be shortly - see product description). 
  • Closed - Order refunded by an administrator.
  • Canceled - Unpaid order has been canceled. If you were charged, please provide us with at least the transaction ID but preferably all payment details.
  • Suspected Fraud - Mostly associated with incorrect BitPay payments. Contacting our Customer Support highly advised.
  • Payment Review - Either your eCheck is being cleared (5-7 days) or your payment is being verified by PayPal (up to 72hrs). Our  Customer Support may certainly clarify that for you here
  • Banned - Order has been blocked due to safety reasons. Contacting our Customer Support highly advised.

Q: Why is my order delayed - on hold?

KINGUIN: Order dispatch shouldn’t take more than 10 minutes after creating an invoice. However, there are many possibilities for a delayed order, ranging from technical issues related to internet downtime and/or server issues to safety reasons. Regardless, the first step should always be checking the order status. Once done, please refer to the answer to the previous question (order statuses) and act accordingly.

Q: I bought a pre-order. When can I expect my key to be delivered?

KINGUIN: Please note that since it’s a pre-order, you will receive the product key around the release date, as stated in its description. Also, any bonuses, if included, may differ from offers on other stores.

Q: Can I cancel my pre-order?

KINGUIN: In accordance with our Terms and Conditions, any pre-order can be canceled anytime up to 3 days prior to the date of the game release (unless any activation key associated with the product is released in advance). Refund requests filled within the last 3 days may not be accepted. However, if you have Kinguin Buyer Protection included in your pre-order, you may cancel it at anytime until the key is delivered. Please just contact us via our ticketing system or Live Chat to make sure we received your request before the dispatch of your pre-order.

Q: I lost my internet connection while sending a payment and now my order is Pending Payment. Can I pay for it?

KINGUIN: Unfortunately, once the payment gateway is closed, there is no way to re-open it, hence the second payment attempt for the same order is impossible. If you haven’t been charged, we suggest canceling such order in the My Orders tab and just placing another one.

Q: What payment methods are accepted?

KINGUIN: We accept the most popular payment methods such as PayPal, credit and debit cards, Paysafecard and BoaCompra. We also accept bank transfers and Smart2Pay methods along with ones available locally in specific countries such as DineroMail, Boleto and Gpay. We are continually working on expanding our list of accepted payment methods which can be found on every product page under Show available payment methods and under the link below.

Show available payment methods

Q: Who can see my credit card information?

KINGUIN: Kinguin doesn't see or store your credit card information. Only the payment services we use can see your credit card information which is necessary for them to process the payment. All pages where you are required to enter your personal or credit card information are secured.

Q: What are Kinguin Wallet Funds and how do I use them?

KINGUIN: It’s basically our store credit and works pretty simple. Kinguin rewards you with €0,01 for every €1 spent here. Gathered funds can be used along with other payment methods to lower the total amount of your order, or cover it entirely. You decide how much of the funds you use by adjusting the slider in your cart. For more information about Kinguin Wallet Funds, click here.

Q: Are there any Kinguin Wallet Funds giftcards?

KINGUIN: Sure! Not only you can buy Wallet Funds for yourself, but gift some of them using our special giftcards. Just make sure the recipient of the gift knows how to use them. More details here.

Q: How can I get a discount code?

KINGUIN: To be up to date with our promotions, please follow us on Facebook and Twitter. Also, keep in mind that every promotion is detailed on our Blog. You can also sign up for the newsletter on this page and receive heads ups before any promo. After following the abovementioned advice you can rest assured you won’t miss any discount codes or even free games.

KEYS & STEAM GIFTS

Q: My key / gift is not working. What should I do?

KINGUIN: No cause for panic. Please make sure you’re redeeming it exactly as advised in the Activation Details tab from the product page, and make sure that no product restrictions affect the activation - regional restrictions and use limitations are always in bold or red font in the product description. If the key’s still not working, provide us with 2-3 unedited screenshots showcasing the key entered before activation, the error message you receive, and your games library.

Q: I bought a voucher. What is that?

KINGUIN: In this case a voucher may be, for instance, either a 100% discount code for a Ubisoft Store applicable to a specific title, or a GeForce code. Vouchers unlock products on external pages and redirect you to the appropriate platform afterwards. Just make sure you read the product description and the activation details, as vouchers are great, however, the activation process may be unclear. It doesn’t affect your gaming experience nor any other features associated with having the game. You can enjoy your game for a better price and use saved funds for some DLCs to enjoy it even more.

Q: Why is my Windows key not working?

KINGUIN: Please bear in mind that most Windows activation issues happen due to improper installation.

We are aware that this installation might be confusing. However if you follow our advice, Windows shouldn’t cause you any trouble.

Begin with downloading the Windows package. Necessary links for the installation files can be found on the product page in the Activation Details tab.

Also, please keep in mind that since this is an OEM license this key cannot be used to upgrade or downgrade - you need to conduct a clean installation.

If you have installed the correct Windows version and you are still unable to make use of your license (for example due to an error 0xC004C008), please use the automated phone activation system, as in most cases this method solves the issue. In order to start the phone activation please type SLUI 04 in the search box on the taskbar and press Enter. Then follow the instructions on the screen to activate Windows.

In case of any trouble with the activation, please remember that you can always contact Microsoft Support via chat for additional assistance.

If they confirm that you are unable to activate your license due to an issue with the code, then please provide us with the unedited screenshots showcasing:

  • The confirmation from MS Live Chat Support that this particular key is indeed unusable,
  • The key entered before the activation,
  • The error message you receive,
  • The details of your current version of the system.

Q: How long until I receive my product code?

KINGUIN: We usually send you the product code within 10 minutes of receiving your payment. If it's taking a bit longer, check your order status and act as advised in the 1st question from MY ORDERS - DELIVERY, PAYMENTS, VERIFICATION section.

Q: Will the game work on my computer?

KINGUIN: Always be sure to check the minimum requirements listed on the product's description page and the Activation Details. For any technical problems such as bugs and/or black screens which are not related to the game key itself, please refer to the FAQ on the game developer's website.

Q: Can I return a product?

KINGUIN: Already delivered products cannot be returned as stated in our Terms and Conditions (6.8 Forbidden Actions):


Kinguin.net reserves its right not to accept any returns of already delivered items/game keys.


That’s why we encourage you to always include Kinguin Buyer Protection in your purchase, which guarantees you an extended assistance, such as the resale of a no longer wanted, unused product resulting in returning your funds.

CS:GO SKINS / IN-GAME

Q: My order is completed. When I will receive my item?

KINGUIN: Delivery time is dependent on a product type and estimated individually. It ranges between 5min and 72hrs. More details can be found in the description of the purchased item.

Q: What if I haven’t submitted my trade URL or if I want to switch it?

KINGUIN: Please contact our Customer Support, and if the item hasn’t been sent, we will be able to change the URL for you.

Q: Why do your bots cancel some of the sent trades?

KINGUIN: Please be informed that our bots prevent overload by auto cancellation of some trades. No reason to be worried though, bots resend those trades every 15 minutes.

Q: I believe the value of the delivered item is inadequate. What’s wrong?

KINGUIN: Please note that many offers are for random items or random packages of items, thus you may receive something awesome as well as less awesome. If you ordered a product with minimal price guaranteed, do not be confused by a current price on a Steam market.  Please keep in mind that our pricing is based on a weekly average price of sold item. Although, if the price is still lower than the guaranteed one, feel free to contact us.

Q: My account is not available to trade. What should I do?

KINGUIN: First, we suggest locating the reason for this. It might be your password or email change, but there are many other. Then please inform us when your account will be available to trade or give us a trade link to another one and we will send your items there. You can find all the possible reasons and Steam restrictions under this link.

Q: What should I do to get a reroll?

KINGUIN: Kinguin Buyer Protection allows you to have one reroll per product for the price of KBP.

Q: Can I withdraw an item from the Marketplace?

KINGUIN: In order to retrieve your item, please contact us with the following information:

  • Full item name (incl. exterior),
  • Security code of the trade in which item has been deposited (you can find it in a comment of the deposit trade),
  • Trade URL of the Steam account on which you wish to receive your item(s) back.

Please note that sending the item back may take even 3 days.

Q: I sold an item, but the payment doesn’t reflect in my Kinguin Wallet. What I need to do?

KINGUIN: In order to receive the funds, the customer has to accept the trade offer, then balance will be added within 5 minutes. Please contact us, if the funds are still not available for you after 5 days.

Q: I have created an offer on Marketplace, but my item is not visible. Can you fix it?

KINGUIN: Offers on our Marketplace are being created every 10 minutes. Rest assured your offer will be displayed soon. Your active offer should appear within an hour. If not, please contact us.

C2C

Q: What is C2C?

KINGUIN: C2C stands for Customer To Customer and it’s a feature allowing you to sell a few keys without having to change your account status. More details can be found under this link.

Q: How can I add a product that is not on the list?

KINGUIN: Please contact our Customer Support and include such request along with as many information as possible, which will allow our Product Management to prepare a proper product template for you.

Q: My product consists of more than one key. Can the keys be sent together?

KINGUIN: To send more than one key together, please add them in one line, one after the other without any commas. You can add a small description before each key, however, it's not required.

Q: How can I withdraw the earned Wallet Funds?

KINGUIN: Please note that in accordance to our Terms and Conditions, Kinguin Wallet Funds earned using C2C module cannot be withdrawn. If you intend to create payouts, please consider becoming our merchant.

Q: I sold my item / key, but the payment doesn’t reflect in my Kinguin Wallet. What I need to do?

KINGUIN: In order to receive the funds, the customer has to accept the trade offer, then balance will be added within 5 minutes. As for selling keys, your funds should be available 7 days after the delivery, unless the customer files a complaint against your key. In such case we'll certainly reach out to you for a solution. Please contact us, if the funds are not available for you after the abovementioned time periods.

Q: Why is my offer not visible on the store?

KINGUIN: Offers on our Marketplace are being created every 10 minutes. Although, in some cases our system requires more than a few minutes to process product creation, thus there might be no display issue but just a small delay.  Please check your offers status in the My Offers tab. If it's been disabled by our team - status denied, you should receive a message with more details. If it's active and stil not visible after an hour, please contact us.

 

MERCHANTS

Q: How do I sell my products on Kinguin?

KINGUIN: Assuming you are already our verified merchant, just click on Create a New Product button. If you’re not, then regular sales on Kinguin require having a merchant account. You can find more details (incl. commission and fees) and also apply for merchant status under this link. Fill in this application and await our message with further details. In case you don’t want to undergo the merchant verification, we suggest using C2C feature on your profile. However, you may only sell 5 keys at a time. Click here for more details.

Q: How can I add a product that is not on the list?

KINGUIN: To add a non-existing product to the list, please go to the Content tab and click on Create a New Product. After you check the Create a brand new product and click Next, you will be able to provide a description for it.

Q: How much information about the product should I include?

KINGUIN: After you create a new product, it will be verified by an administrator. Therefore, please provide us with as many details about the product as possible as any mismatched or missing information will be treated as wrong product information and the buyer will be automatically entitled to at least a partial refund. Therefore, we would also like to encourage you to check the product description page of your offer after it has been activated. This will help you avoid any future issues with customers.

Q: My product consists of more than one key. Can the keys be sent together?

KINGUIN: To send more than one key together, please add them in one line, one after the other without any commas. You can add a small description before each key, however, it's not required.

Q: My products have been sold, however, I haven't received any feedback.

KINGUIN: Each buyer has the possibility to leave feedback about every transaction he/she has made, however, such feedback is not mandatory and is up to the customer's good will. We review all feedback before it's accepted. We also try to resolve all neutral and negative feedbacks with the merchant and buyer before publishing.

Q: I sold an item, but the payment doesn’t reflect in my Kinguin Wallet. What I need to do?

KINGUIN: In order to receive the funds, the customer has to accept the trade offer, then balance will be added within 5 minutes. If the balance won't show up on your account within 5 days, please contact us.

Q: What is Sales Booster?

KINGUIN: Sales Booster is a tool similar to Google AdWords which will allow you to promote your offers and boost your sales in just a few clicks. By using Sales Booster, you will have the chance to place your offers at the top of the offers list giving them a special Kinguin Recommendation and better exposure, thus, boosting your sales. The top offers from these sections will be further promoted as the main offers on the product pages. Sales Booster will virtually give you the opportunity to show your offer to more buyers and make it stand out from the rest. For more information click here.

Q: When can I withdraw my money?

KINGUIN: In accordance with our Terms and Conditions, the payment for a sale of a product will be forwarded to your Kinguin Wallet Funds after 30 days pass from the date of the transaction. Once the money is available in your Kinguin Wallet, you can request a withdrawal in the system. Payouts can be created here.

Q: How and when will I receive my money?

KINGUIN: Payouts are usually done once a week and only in Euros. Payouts can be issued via: PayPal, Skrill, Bitcoin or sent as a bank transfer. Please note that the minimum payout amount for PayPal, Skrill or Bitcoin is €80, whereas for a bank transfer it’s €100. More details here.

Q: How and when will my products be delivered to the buyer?

KINGUIN: All orders are verified and processed 24/7 by our dedicated support team so there is no need for you to worry about sending your products to the buyer. All you need to do is create an offer and add your keys or items to it. Products are usually sent within 10 minutes of us receiving the payment from the buyer. Due to some fraud risk, some orders may take even up to a few days to be processed, depending on the cooperation of the customer. This, however, only happens in very rare and extreme circumstances.

Q: Why is my offer not displayed on the store?

KINGUIN: Our system sometimes requires more than a few minutes to process product creation, thus there might be no display issue but just a small delay.  Please check your offers status in the Content tab. If it's been disabled by our team - status denied, you should receive a message with more details. If it's active and stil not visible after an hour, please contact us.

Q: Is it possible to pay for games with Kinguin Wallet Funds?

KINGUIN: Yes, it's possible. All of the money which is available for withdrawal can also be used to purchase new games on Kinguin.

 

OTHER

 

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If you change the country of residence the retail price will include the tax applicable for that country, or no tax if outside of the EU
I understand
According to the Council Implementing Regulation (EU) No 1042/2013 of 7 October 2013 amending Implementing Regulation (EU) No 282/2011 as regards the place of supply of services. From 1 January 2015, electronic services will always be taxed in the country where the customer belongs.

For consumers in the EU:
Must charge tax in the EU country where the customer belongs.

For business in the EU:
No tax charged. Customer must account for the tax (reverse-charge mechanism).

For customer from outside of the European Union tax is not applicable.
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