FAQ - Frequently asked questions

FAQ - Frequently asked questions

Here is an overview of the frequently asked questions:

A) Order & shipping:

1) How does the ordering process work?

You can choose and order various virtual reality (VR) experiences in our online shop. These are then played on a VR headset, which we send to your home.  

2) What payment options do I have?

We offer all common payment options in our online shop (e.g. bank transfer, credit card, Paypal etc.). Please note that when booking a VR headset we pay a deposit in the amount of € 100.00, which will be released after the goods have been returned in full. 

3) How long can I use the VR headset?

You will receive the VR headset from us for a rental period of 2 days. During this time, you can view the VR experiences you have ordered as often as you like. Please note that we always send the VR headsets via DHL on Wednesdays and have a delivery time of approx. 1-2 days. Accordingly, the VR headset should arrive on Thursdays or Fridays. Please send the VR headset back to us on Monday via DHL. 

4) What happens if I am not at home on delivery?

When shipping the VR headset, you will receive a shipping confirmation and a shipping number from us so that you can track the delivery. If you cannot find the delivery address of the VR headset at the specified delivery address, the VR headset will be returned to the nearest DHL shop. Please note that your rental period begins if you cannot be found at the delivery location at the specified time and you have to return the VR headset to us by Monday at the latest. Otherwise, we will no longer be able to deliver the VR headset in time for later bookings. 

5) When and how do I send the VR headset and other materials back?

Please keep all materials (including VR headset, packaging material etc.) carefully, as they are required for the return transport. After the rental period expires (and no later than Monday), you must send the VR headset back to us. Use the same packaging material and the enclosed DHL sticker and return the package to the nearest DHL shop. The goods cannot be picked up by DHL at the place of delivery. 

6) What happens if my VR headset is damaged?

If your VR headset is damaged, please send us a message immediately (at frontrow@inflight-vr.com). We can then send you a new VR headset. Please note that damage caused by improper use of the VR headset may result in costs that we have to charge you. 


B) Operating the VR headset:

1) How does the VR headset work?

You will find all the relevant information on operating the VR headset on the back of the enclosed sleeve that packs the VR headset. You will also receive a brief explanation after switching on the VR headset (pull the VR headset and press the start button for 3 seconds). 

2) I usually wear glasses. Should I take them off?

If you wear glasses, just leave your normal glasses on under the VR headset. 

3) The view is not sharp. What can I do?

If the view is not sharp, please move the VR headset slightly up or down until your gaze is centered and the view becomes clearer. You are also welcome to clean the lenses of the VR headset using the cleaning cloth provided. 

4) The VR headset is too loose or too tight on my head.

You can make the VR headset tighter or wider using the side straps. To do this, open the tabs on the two straps, put on the VR headset and pull on the two straps until the VR headset fits comfortably. Then close the straps again. You can also remove the top strap if the VR headset is too tight on your head. 

5) What can I do if my VR headset doesn't work?

In the unlikely event that your VR headset does not work properly, you will find help on the enclosed sleeve. Usually, most problems can be solved by switching the VR headset off and on again. If the problem persists, please contact our customer service at info@vr-firstrow.com. 

6) Is it safe to use the VR headset?

Our VR headsets are of course thoroughly cleaned and disinfected for every new order. We use a special technology for this, which eliminates 99.9% of all viruses, bacteria or other foreign bodies. You will also find additional cleaning materials for the VR headset and the VR headset lenses in your delivery. 

In a few cases, the use of VR can lead to discomfort. If you feel the first signs of discomfort, you should stop using the VR headset immediately.

In the event that you suffer from health problems or restrictions (e.g. epileptic seizures), the VR headset should not be used. If you are unsure, please consult your doctor or pharmacist.

Even children under the age of 13 should only use the VR headset under the supervision of a legal guardian. 

7) Where can I use the VR headset?

Please note that you should be seated to use the VR headset. We recommend finding a comfortable place on the couch or a chair so that you can relax and watch the VR experience. The VR headset should not be used outdoors or in sunlight as this can damage the lenses (please do not hold the VR headset in direct sunlight either).