Frequently asked question
Below you can find answers to the questions we are most often asked about making purchases from our store:
- How can I check the availability of products?
- How can I check the progress of an order?
- How long will I have to wait for delivery?
- What methods of delivery are available?
- How much will I pay for delivery?
- How can I pay for my order?
- Can I collect goods in person?
- What is the storeroom?
- Can I obtain a VAT invoice?
- How can I change my order?
- I placed an order in error. How can I cancel it?
- Where is my package?
- Do products come with a guarantee?
- I have a problem with a product I ordered. What now?
- Can I return a product that I have purchased?
How can I check the availability of products?
Next to each product you will find information on its availability in the store:
- ask about availability - if you are particularly interested in that product, let us know by e-mail at email@example.com or by telephone on 22 751 75 06
- Available to order – we can obtain the product specially for you; contact us by e-mail at firstname.lastname@example.org or by telephone on 22 751 75 06
- Delivery expected – the product will be available shortly
- Withdrawn – our store no longer offers the product
- Available - product is on storage, dispatch in 24h after receiving order or after payment
How can I check the progress of an order?
We will send information to your e-mail address about progress in fulfilling your order. Also, on logging on to your account, you will be able to access full information about your current and past orders: status, content, addresses given, etc.
How long will I have to wait for delivery?
Immediately after you place an order you will receive an e-mail information containing a link which you should click to confirm the order – we will then begin processing the order. Current information on progress with your order will be sent to your e-mail address.
Date of receipt of goods = dispatch date + delivery time
The dispatch date depends on the availability of products and the selected method of payment, while the delivery time depends on your chosen method of delivery.
» detailed information on fulfilment of orders
What methods of delivery are available?
Depending on the quantity and weight of the products ordered, the chosen method of payment and your own preferences, you may select one of the following methods of delivery:
- GLS courier,
- UPS courier,
» detailed description of delivery methods
How much will I pay for delivery?
You will see the total cost of your order just after you add products to your basket and select method of delivery and payment - in the summary you will find the precise amount you have to pay. Depending on the chosen country of delivery, the cost of delivery ranges from 9,60 euros to 35,50 euros. Possible forms of payment are prepayment to a bank account or paypal.
How can I pay for my order?
Depending on the value of the order, the chosen method of delivery and your own preferences, you can choose one of the following methods of payment:
- transfer to bank account,
- electronic payment (PayPal).
» detailed description of payment methods
What is the storeroom?
The storeroom is an area where you can add products that you are still thinking about. This function is available only to registered users.
If you are debating whether to buy a particular product, and you have an account with us, just log on and add the product to your storeroom. The products in the storeroom are remembered for you. When you next log on to the store, you will find all of the products you saved. At any time you can return to them, move them to the shopping basket or remove them from the storeroom.
Can I obtain a VAT invoice?
Yes, you can obtain a VAT invoice for products bought from our store. For this purpose, when placing an order, on the form with your data select the “Firm” option and supply the invoice details. State your wish to receive a VAT invoice in the Remarks section (under “Additional information”). If the delivery address differs from the invoice address, mark the “Different delivery address” option on the form and state the address to which the goods are to be delivered.
The date of issue of the VAT invoice will be the date on which your order was dispatched. It is not possible to change this date.
How can I change my order?
You can modify your order only up to the time when it has been fully made up. After it has been sent to the stated address, changes are no longer possible. To make any changes to your order (change of address, addition of product, change to method of payment or delivery), contact us as quickly as possible, preferably by telephone: 22 751 75 06.
I placed a wrong order. How can I cancel it?
You can cancel your order only up to the time when it has been fully made up. After it has been sent to the stated address, cancellation is no longer possible. To cancel an order, contact us as quickly as possible, preferably by telephone: 22 751 75 06.
Where is my package?
If you select the courier delivery option, you will receive an e-mail with the number of the shipping list and a link to a page where you can keep track of the current location of your package. If you are a registered store customer, that link will also be visible in the Shipping column when you view your order details.
Do products come with a guarantee?
Yes, products available from our store come with a manufacturer’s guarantee valid within Poland. Information on the duration of the guarantee is given in the product description, as well as on manufacturers’ websites. It is important to retain your proof of purchase (till receipt or invoice) and the original packaging throughout the period of the guarantee – these are required when reporting faults.
» guarantee and servicing terms
I have a problem with a product I ordered. What now?
Before accepting a package, always check that it has not been damaged in transit. If the packaging carries visible external damage, we advise that you refuse delivery of the package and then contact us by telephone on 22 751 75 06.
If you wish to make a complaint about a product, check whether the complaint should be addressed to us or to the manufacturer. This information can be found on the guarantee card, and also in the product description on our pages or on the manufacturer’s website.
» detailed complaint procedure
Can I return a product that I have purchased?
Yes, according to the Consumer Rights Act of 30 May 2014, Client who is a consumer has a right to withdraw from the contract within 14 days without giving reason, subject to par. 9 of the store regulations. The time for withdrawal expires 14 days after the date of the product release.