How does the ordering process work?
Our Germany & Austria-wide shipping currently works via email. Write us your requests and the desired date. We will take care of your shipment as soon as possible.
E-mail to: firstname.lastname@example.org
How long can I use the VR glasses?
You will receive the VR glasses from us for a rental period of 2 days. During this time, you can view the ordered VR experiences as many times as you like. Please note that the VR glasses should always arrive on Thursdays, latest on Fridays. Please send the VR glasses back to us via DHL on Monday or on the next possible day that an DHL acceptance point is open.
What happens in case of personal on-site pickup?
If you have chosen to pick up your order in person, you will be subject to the same deadlines regarding the time of use and return of the glasses as if they were delivered. However, you may pick up the VR glasses on any day of the week during business hours if we have been notified at least one week in advance and the rental has been approved.
If you need the VR glasses for a longer period of time, please contact us by mail (email@example.com). There will be additional charges for this.
What happens if I am not home when the shipment is made?
When the VR glasses are shipped, Firstrow will send you a shipping confirmation and a shipping number so that you can track the delivery. If you are not present at the specified delivery address when the VR glasses are delivered, the VR glasses will be dropped off at the nearest DHL store (post office). Please note that your rental period already starts even if you are not present at the delivery location at the specified time. The VR glasses must be returned to us no later than the following Monday. Otherwise, we will not be able to deliver the VR glasses on time for subsequent bookings.
What happens if the VR glasses arrive late?
Unfortunately, in isolated cases, there may be delays in delivery due to unforeseen circumstances at DHL. We sincerely apologize for this. Of course, this will not result in any additional costs for you or you have the option to use the VR glasses for a longer period of time. The rental period of 2 days only starts from receipt of the VR goggles.
When and how do I return the VR goggles and the other materials?
Please keep all materials (including VR goggles, headphones, packing materials, etc.) carefully, as they will be needed for return shipping. At the end of the rental period (and no later than Monday), you must return the VR goggles to us. For this purpose, use the same packaging material and, in case of delivery, the enclosed DHL return label and drop off the package at the nearest DHL store. The goods cannot be picked up by DHL at the place of delivery.
How do I send back in the context of a school order?
Return the VR glasses by mail via a DHL store as previously described. You are welcome to use and keep the instructional leaflet from our theater pedagogy as school supplies.
What happens if my VR glasses are damaged?
If your VR goggles or headset are damaged, please notify Firstrow immediately (at firstname.lastname@example.org). A new pair can then be sent to you via the provider. Please note that in the event of damage due to improper use, costs may be incurred which we will have to charge you for.