Assistance

Orders
How can I submit an order? An order can be submitted directly on the website of our store, for this purpose you should:
- add the product you are interested in to the cart, clicking on the product website ‘Add to the cart’,
- after adding all products you are interested in, come back to the cart and click ‘Move on and select gratis’ ,
- fill in data for the shipment,
- select the delivery method and the payment form,
- confirm the order, clicking ‘Submit the order’,
- Ready!:)
Do I have to create an account to submit an order? No, in order to submit an order at our store you do not need to have an account.
What are the advantages of having an account? After creating an account, you can
- edit the address details easily,
- change the e-mail address,
- track the order history,
- manage subscriptions in a convenient manner,
- change the password,
- remove your account.
Where should I enter the promotional code? In order to use the promotional code, click in the cart ‘I have the promotional code’, at the first or last step of the order.
Can I combine several orders into one? Due to the fact that orders are realised immediately after their submission, unfortunately it is impossible to combine several orders into one. Thank you for understanding.
Will I receive the confirmation of the order submitted? Yes, after the order submission we will send to the e-mail address provided its conformation, in which you will find the list of products ordered and data necessary to realise it.
Can I cancel an order? Due to fact that our overriding purpose is to realise and deliver the order within the shortest possible time, as soon as the order is submitted, it is immediately transferred for the execution. For this reason, if you wish to cancel your order, you are requested to immediately contact our Customer Service.
Can I update an ordered submitted? Due to fact that our overriding purpose is to realise and deliver the order within the shortest possible time, as soon as the order is submitted, it is immediately transferred for the execution and therefore the modification of the order is not possible. Thank you for understanding.
Order processing
Will I receive the information about the shipment dispatch? Yes, as soon as the shipment is sent, you will receive an e-mail with the dispatch number which will allow you to track the shipment; additionally, this number will be assigned to the order on your account.
What is the order execution time? The order execution time depends on the delivery method selected and the form of payment for the order. Orders labelled ‘Payment upon delivery’ are executed immediately after their submission, while in the case of payments made in advance by transfer, orders are executed as soon as we receive the payment.
When will I receive the goods? On working days, most frequently the shipment delivery time does not exceed 3 working days from the time of handing over the shipment to the carrier. However, it may happen that for unforeseen reasons this time will extend, in such a case we encourage you to contact our Customer Service.
What are the methods and costs of the shipment? You will find all available shipment forms and the detailed price list here. The shipment cost is also presented during the order submission and in the order summary.
I have received the shipment dispatch number, but it is inactive. Why? The shipment dispatch number is sent to you immediately after it is assigned to the order. However, it happens that the status on the carrier’s website is updated after a few hours, therefore we recommend you to check it again after a longer time. If the status is not updated after 24h, please contact our Customer Service.
Delivery
What happens if I am not at home when the courier arrives? In such a situation, the courier will leave an advice note with the date of the next delivery attempt or will contact you by phone in order to determine a convenient day and time of delivery.
There was a damaged product in the shipment. What should I do? If after unpacking the shipment it turned out that the product was damaged, please submit a complaint through the Complaint Form available here. As soon as we become acquainted with the notification, we will contact you to solve the problem.
The shipment is damaged outside. What should I do? If upon receiving the shipment you observe irregularities, e.g. the package is damaged, soaked or repacked, has holes or is wrapped with packing tapes other than our store’s tapes, please do not accept the shipment and contact our Customer Service so that we could immediately send a new shipment.
There was an incorrect product in the shipment. What should I do? If in the shipment there is a product which you did not order, please submit a complaint through the Complaint Form available here. As soon as we become acquainted with the notification, we will contact you to solve the problem.
The shipment has not been delivered to me for a long time. What should I do? If the shipment has not been delivered to you for a long time, i.e. for at least 7 working days, please contact our Customer Service. We will contact the carrier in order to explain the problem.
Payments
How can I pay for an order? During the order submission, you can select the payment form most convenient for you. The options available now include: payment on delivery, traditional transfer, PayU – instant bank transfer.
How to check the payment status? You will check the payment status on the order site, in the Order History tab on your account.
The payment has not been successful. How to repeat it? If you want to repeat the payment, you should click the link in the e-mail confirming the order submission or log in to your account at the store, go to the ‘Order History’ tab and then to the ‘Order Details’ tab, now you can repeat the payment or check its status.
I have received a notification about lack of payment, while I paid for the order. If after the payment for the order you receive a message about its incorrect registration, please check the correctness of data provided by you during the transaction. Please also make sure whether the transaction was executed correctly and completed. If the above measures are not successful, contact our Customer Service so that we could check the cause of the problem.
Complaints and returns
How to make a complaint? In order to make a complaint, please fill in the Complaint Form (click here), our employee will contact you within the shortest possible time from the complaint receipt.
Do I have 30 days to return the product? Yes! As our Customer, you have the right to return the intact product for 30 days from its receipt.
When will I receive the response to my complaint? The time for considering the complaint is up to 14 days.
How to return the whole order or its part? (it concerns intact products) In order to return the whole order or its part, please fill in an electronic Agreement Withdrawal Form (click here). We will contact you within the shortest possible time from its receipt in order to determine the details. Important: Please put the receipt or information with the order number to the package, it will speed up the process of the return execution. Thank you!
My account
What are the advantages of having an account? After creating an account, you can:
- edit the address details easily,
- change the e-mail address,
- track the order history,
- manage subscriptions in a convenient manner,
- change the password,
- remove your account.
How to create an account? In order to create an account, click here and follow the instructions.
How to change the e-mail address? In order to change the e-mail address, please log in to your account, then go to the ‘My Data’ tab, where you will find the ‘Change your e-mail address’ option in the lower left corner. Next follow the instructions.
How to change the password? If you want to change the password, log in to your account, then go to the ‘Change the password’ tag. Next follow the instructions.
How to remove the account? In order to remove the account, log in to your account, then go to the ‘My Data’ tab, where you will find the option: ‘I want to remove my account from the store’ in the lower right corner. Next follow the instructions.
How to cancel the subscription? In order to cancel the subscription, log in to your account, then go to the ‘Subscription’ tag, untick consents and save the changes.
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