Question 1

Delivery & Tracking

Accepted Answer

How will a PDF document be delivered?

Digital documents are normally sent to the email address used for the order and may also appear in My Account when that feature is available for the order.

How are original paper documents shipped?

Original documents are shipped to the delivery address entered during checkout using the delivery service shown in the order.

Tracking is provided when the selected service includes it.

When will I receive my tracking number?

Tracking becomes available after the original document has been prepared and handed to the courier.

Please note that processing time and shipping time are separate.

Can I change the shipping address after ordering?

Contact FastCOC support before dispatch.

Once the parcel has been handed to the courier, an address change may no longer be available or may be subject to an additional fee.

What should I do if the tracking has not updated?

Courier tracking scans can sometimes be delayed, especially around:

Weekends
Public holidays
Customs checks
Transfers between courier networks

If there has been no movement for an unusual period, contact FastCOC support with your order number and tracking number.

What happens if the original document is lost in transit?

Contact FastCOC support as soon as possible.

The courier investigation, replacement eligibility and delivery responsibility will depend on the selected shipping service and the circumstances of the loss.

Are customs charges

Question 2

Vehicle Eligibility

Accepted Answer

Can I order a COC for a vehicle imported from another European country?

Yes, in many cases.

Certificates of Conformity are commonly required when a vehicle is moved or registered between European countries.

Availability depends on the vehicle manufacturer, VIN, production details and whether the vehicle was originally covered by an applicable European type approval.

If you are unsure, send us the VIN and registration document before ordering.

Can you provide a COC for a vehicle imported from outside the EU?

It depends on the vehicle.

Vehicles originally manufactured for markets outside the European Union may not have an EU Certificate of Conformity, even when the same model was also sold in Europe.

In these cases, another document may be required, such as a technical data sheet, manufacturer technical information or an individual approval document.

Send us the VIN and available registration documents so we can check the available options.

Are motorcycles and scooters supported?

Yes.

FastCOC supports many motorcycles, scooters and mopeds from different manufacturers.

Make sure you select the correct vehicle category when ordering, as motorcycles and other two-wheel vehicles use different approval information from passenger cars.

Availability must still be confirmed for the specific VIN.

Do you provide documents for vans and commercial vehicles?

Yes, many vans and commercial vehicles are supported.

Eligibility can depend on factors such as:

V

Question 3

Privacy & Security

Accepted Answer

How does FastCOC use my personal data?

FastCOC uses personal data only for legitimate purposes connected with providing the service, processing orders, communicating with customers, preventing fraud and complying with legal obligations.

The exact processing activities are described in the FastCOC Privacy Policy.

Why do I need to upload vehicle documents?

Vehicle documents may be required to:

Verify the VIN
Confirm vehicle details
Check eligibility
Prevent incorrect or fraudulent requests
Process the requested service accurately

Please upload only documents that are relevant to your order.

Are my uploaded documents kept private?

Uploaded documents are treated as confidential customer information and are used only where necessary to process your request, verify eligibility, provide support or comply with legal obligations.

Access should be limited to authorised personnel and service providers involved in the order process.

How long are my documents and personal data retained?

Retention periods depend on the type of information, the service provided and any legal, tax, accounting or fraud-prevention requirements.

FastCOC retains personal information only for as long as reasonably necessary for the relevant purpose and applicable legal obligations.

Does FastCOC share my information with third parties?

Information may be shared when necessary with selected third parties involved in providing the service, such as:

Document providers

Question 4

Account & Customer Support

Accepted Answer

How can I contact FastCOC support?

You can contact FastCOC through the official support channels available on the website.

For questions about an existing order, always include:

Your order number
VIN
The email address used for the order
A clear description of the issue

This helps our team identify your request and assist you faster.

What are FastCOC customer support opening hours?

Support availability may vary depending on the day, public holidays and current workload.

You can send your request at any time. Messages received outside normal support hours will be handled as soon as possible during the next available support period.

How quickly will FastCOC reply to my message?

Response times depend on the type of request and current support volume.

Requests containing the correct order number, VIN and relevant documents can usually be handled more efficiently than incomplete requests.

Sending multiple messages about the same issue may not result in a faster response.

Where can I check my orders?

Sign in to your FastCOC account and open the My Account section.

Depending on the order, you may be able to view:

Order details
Current order status
Available PDF documents
Tracking information
Previous orders

I cannot access my account. What should I do?

First, make sure you are using the same email address associated with your FastCOC account or order.

If you have forgotten your password, use the password reset option on the

Question 5

Payments & Billing

Accepted Answer

Which payment methods can I use?

The payment methods currently available to you are displayed securely during checkout.

Available options may vary depending on:

Your country
Currency
Device
Payment provider
Security and verification requirements

If a payment method is not displayed during checkout, it is not currently available for that transaction.

Why was my card payment declined?

A payment may be declined for several reasons, including:

The card issuer rejected the transaction
Insufficient funds
Incorrect card details
3D Secure or authentication failure
Fraud-prevention checks
Online or international payments are disabled on the card

If the payment continues to fail, contact your bank or try another payment method available at checkout.

Is my payment information stored by FastCOC?

Card information is processed securely by the payment provider and is not normally stored directly by FastCOC.

The payment provider may use secure tokens or other technical identifiers when necessary to process authorised payments.

Never send complete card details, passwords or online banking credentials to FastCOC support.

Can I receive an invoice for my order?

Yes.

Please enter your billing information correctly during checkout, including, where applicable:

Full name or company name
Billing address
Country
Tax or VAT number
Other required company details

If you notice an error after ordering, contact FastCOC support as soon as pos

Question 6

Refunds & Cancellations

Accepted Answer

Can I cancel an order after payment?

Contact FastCOC immediately. Cancellation eligibility depends on whether processing has already started, whether the request has been sent to an external provider and whether costs have already been incurred.

Can I receive a refund after the document has been issued?

Personalised documents that have already been completed are generally not refundable simply because they are no longer required. Applicable consumer rights and the FastCOC Refund Policy still apply.

What happens if the manufacturer cannot issue the document?

The case will be reviewed according to the service conditions and Refund Policy, including any verification, administrative or third-party costs already incurred.

Can I request a refund if a registration authority rejects the document?

Send us the written rejection together with the document received. We must first determine whether the issue concerns the document itself or additional local registration requirements.

What happens if processing takes longer than expected?

Processing periods are estimates unless the selected service specifically includes a stated guarantee. Any applicable compensation or refund depends on the product conditions and Refund Policy.

I placed the same order twice. Can one be cancelled?

Contact support immediately and provide both order numbers. Duplicate orders are easier to resolve before processing begins.

Are delivery charges refundable?

Shipping costs

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