FAQ - Frequently asked questions

FAQ - Frequently asked questions

Here you will find an overview of the frequently asked questions:

A) Order & shipping / pick-up on site:

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.

In addition to the delivery option, you also have the option of picking up your order personally from us and returning it after the agreed period of use. In this case, there are of course no shipping costs. Collection is possible Monday to Friday (except on public holidays) from 10 a.m. to 5 p.m. at Edelsbergstrasse 8, 80686 Munich.

2) I can't get any further in the booking process

After selecting the desired VR experience, please add it to your shopping cart. You will then be taken to the booking page. In the first step, you have to check whether delivery to your desired location is possible (we currently do not deliver to Augsburg - apart from group packages). To do this, enter your postcode in the "Postcode" field and click on "Check". If this is successful, you can select the desired delivery date and time below. Please note that we are currently only able to offer full-day delivery times and that you will usually receive delivery on Thursday or Friday.  

3) What payment options do I have?

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

4) How does the voucher work?

You can also purchase a voucher in our shop, which can be redeemed for a purchase of a VR experience. After purchasing the voucher, you will receive an email from us with the voucher code, which can be redeemed for the next order.


When purchasing the voucher, you must also enter the delivery location or the desired delivery date. However, since you will receive the voucher by email, the place and date of delivery are not relevant.

5) How long can I use the VR headset?

You receive the VR headset from us for a rental period of 2 days. During this time, you can view the ordered VR experiences as often as you want. Please note that we always send the VR headsets on Wednesdays via DHL and have a delivery time of approx. 1-2 days. Accordingly, the VR headset should reach you on Thursdays or Fridays. Please send the VR headset back to us via DHL on Monday or the next possible day on which a collection point is open. 

If you need the VR headset for a longer period of time, please contact us by email (info@vr-firstrow.com). We will then, depending on the availability of the headsets, arrange an individual rental period with you. There are additional costs for this.

In the case of personal collection on site:

If you have decided to personally pick up your order, the same deadlines apply to you regarding the period of use and return of the headset as for delivery. 

6) What happens if I am not home for the 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 be found at the specified delivery address when the VR headset is delivered, the VR headset will be returned to the nearest DHL shop. Please note that your rental period begins if you are not 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 can no longer deliver the VR headset on time to subsequent bookings. 

7) What happens if the VR headset arrives late?

Unfortunately, in isolated cases delivery delays can occur due to unforeseen circumstances at DHL. We sincerely apologize for this. Of course, you do not incur any additional costs or you have the option of using the VR headset for a longer period of time. The rental period of 2 days only begins upon receipt of the VR headsets.

8) My VR headset was not delivered. What now?

After the VR headset has been shipped, we will send you a shipping confirmation with a link so that you can track the shipment. If you do not receive the VR headset within 1-2 days after shipping, please contact us or DHL. We will be happy to help you get the VR headset as soon as possible.  

9) When and how do I send or bring back the VR headset and the other materials?

Please keep all materials (incl. VR headset, packaging material, etc.) carefully, as these will be required for the return transport. After the rental period has expired (and on Monday at the latest), you must send the VR headset back to us or bring it back. Use the same packaging material and, in the case of a delivery, the enclosed DHL sticker and hand in the package at the nearest DHL shop. The goods cannot be picked up by DHL at the place of delivery. 

10) What happens if my VR headset is damaged?

If your VR headset is damaged, please let us know immediately (at info@vr-firstrow.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 will have to invoice you. 

11) Can I also use my own VR headset?

You cannot currently use your own VR headset. Therefore we will send you a VR headset with all the necessary components. 


B) Operation of the VR headset:

1) How does the VR headset work?

You will find all the relevant information on using the VR headset on the back of the enclosed banderole that packs the VR headset. You will also receive a brief explanation after switching on the VR headset (pull the VR headset on 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 clear. What can I do?

If your view is not in focus, please move the VR headset slightly up or down until your gaze is centered and the view becomes sharper. You are also welcome to clean the lenses of the VR headset with the enclosed cleaning cloth. 

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

You can make the VR headset narrower or wider with the help of 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 is comfortable. Then close the straps again. You can also take off the top strap if the VR headset is too tight on your head. 

5) Do I need headphones for the VR experience?

Our VR headsets have small speakers; accordingly, you do not necessarily need headphones. However, we recommend using headphones for better sound. For this you can simply use your own headphones and connect them to the VR headset. Please note that wireless headphones (via Bluetooth) cannot be used.

6) How do I turn the VR headset on or off?

To switch the VR headset on or off, please press the on / off button on the underside of the VR headset for 3-5 seconds each. Please put on the VR headset to check whether the screen goes on or off. 

7) How do I know if the VR headset is switched on or off?

Our VR headsets have a small light on the underside that shows the operating status of the VR headset. Please pull off the VR headset and cover the activity sensor (located inside between the VR headset lenses) before checking the light. Otherwise the device can be in stand-by mode:

- Blue light: The VR headset is switched on and ready for use
- No light: The VR headset is switched off

The following colors may also appear while the VR headset is charging:

- Red light: Less than 20% battery charge
- Yellow light: Between 20% and 80% of the battery charge
- Green light: fully charged

8) 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 banderole. Usually, most problems can be fixed by turning the VR headset off and then on again. If the problem persists, please contact our customer service at info@vr-firstrow.com. 

9) The battery of the VR headset is empty. What now?

The battery of the VR headset is sufficient for a use of 5 hours. If the battery of the VR headset is empty, you can charge it with the help of the included charger. Please turn off the device while the VR headset is charging (press the power button for 3-5 seconds and cover the inactivity sensor between the lenses). As soon as the small light glows green, the VR headset is fully charged again.

10) Is it safe to use the VR headset?

Our VR headsets are of course thoroughly cleaned and disinfected for each 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 other 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 parent or legal guardian. 

11) 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 enjoy the VR experience in a relaxed manner. Because of the 360 ° VR experience and the actions "behind you", we recommend that you take the VR ANDideally to look at the experience on a swivel chair. The VR headset should not be used outdoors or in sunlight, as this can damage the lenses (please also do not hold the VR headset in direct sunlight). 

12) Can children watch the VR experiences?

We point out that children should only watch the VR experience under the supervision of a legal guardian. It is not recommended for children under 13 years of age and should only be used under supervision. If any side effects occur, use must be stopped immediately.