FAQ

We have compiled your most frequently asked questions. If you did not find the answer, write to us, we won’t bite, don’t worry :-)

BEFORE ORDERING

• Do you have the product in stock?

  Each product shows whether it is in stock, available on order, or sold out. If the product is in stock, we really have it physically and can ship it immediately. You can only buy the number of pieces we currently have available. Sold-out products cannot be purchased; we cannot guarantee restocking in a short time or availability on the market.
  Sometimes it may happen that the product is sold out in the store before the e-shop is updated. Updates are made daily after 5:00 p.m.

• How do I place an order?

  We are happy to accept your order via our online shop or by e-mail. You can find our contact details in the section “Terms and Conditions”. Of course, we also look forward to welcoming you in our store in Kolín, Czech republic.

• How much are the shipping costs?

  Current shipping costs including payment methods can be found in the section "Shipping and Payment".

• How do I proceed to complete the order?

  From the shopping cart, go to Checkout and choose whether to continue as a registered customer or complete the order without registration. If you choose "Continue without registration", you will reach the Address page, where you click on "Add new address". Fill in your details and click "Continue". The next step is selecting the Delivery address (if different) or choosing personal pickup at the store. If you want delivery to a different address, click "Add new address". If you want delivery to the same address, simply click "Send to this address" (pre-filled). Then follow the instructions to select Shipping – Payment – and complete your order.

• What should I pay special attention to when ordering?

  Each form in the checkout is divided into mandatory and optional fields. Mandatory fields are marked with an asterisk. Without filling in the mandatory details, we cannot deliver your order. Please ensure all mandatory fields are completed. It is also important to provide a phone number for the courier.

• Why can’t I log into my account?

  During registration, pay attention to uppercase and lowercase letters in your password. If it still doesn’t work, request a new password. If you have any further problems, please contact us.

PAYMENT METHODS AND VOUCHERS

• How can I pay?

  All information about payment methods can be found in the section "Shipping and Payment".

• How can I redeem a voucher?

  Discount codes and Gift vouchers can be redeemed during the ordering process in the shopping cart, on the right-hand side, by expanding “Discount codes and vouchers”.

• Can I use multiple vouchers?

  Gift vouchers can be used together and combined with discount codes unless otherwise stated. Discount codes cannot be combined with each other and can only be used once.

• How are gift vouchers processed?

  Information about gift and discount vouchers can be found here.

AFTER ORDERING

• Can I change my order?

  Yes, you can, but please as soon as possible. Orders received during working hours are processed immediately. If you place your order in the morning, it will be processed immediately and dispatched at noon. In urgent cases, we are available by e-mail or phone.

• When can I expect delivery of my order?

  If you order goods IN STOCK by 12:00 noon, delivery is usually the next working day (in CZ). Orders placed in the afternoon or evening are dispatched the next day with delivery usually within 24 hours. This applies within the Czech Republic. Delivery to Austria, Germany, Hungary, Poland and Slovakia usually takes 2 days after dispatch.
  For personal pickup at the store, the order is processed immediately and ready within 30 minutes.

• Who will deliver my order?

  It depends on your choice of courier. We deliver with GLS and PPL. We do NOT ship with Czech Post!!

• How do I know if my shipment is already on its way?

  As soon as your package is handed over to the courier and leaves our company, you will receive a shipping confirmation by e-mail along with a tracking link.

• What if I am not at home on the day of delivery?

  You have various delivery options. Besides an alternative delivery address (workplace, neighbor, friend), you can also have your order delivered to the nearest GLS Parcelshop. If you are not at home, the courier will leave your package at a pickup point or, by agreement, with a trusted neighbor – just ask them.

WARRANTY, CANCELLATION AND RETURNS

• How can I cancel my order?

  You can cancel your order free of charge. If it has already been dispatched, simply refuse the package so that it is not unnecessarily stored at the depot or pickup point. Please contact us about the cancellation.

• How can I return an item?

  If you received an order and want to return individual items or the entire order within 14 days, we recommend sending it back via PPL or GLS (CZ only). Always pack the goods completely and, if possible, use the original box. Register the shipment on GLS website and drop it off at the nearest Parcelshop.
  If you wish, we can arrange pickup directly from your home. This service costs CZK 99 within the Czech Republic and CZK 219 within Slovakia and will be deducted from the refund. Registered customers can easily return orders or items in their account – My Orders. Returns or exchanges can be tracked in My Returns.

• How can I exchange an item?

  The exchange process is the same as returning, but in the form please tick "Exchange" and let us know how the exchange should proceed.

• Where can I find the return form?

  You can download the return form here. For registered customers, it is enough to return the order through My Orders – the form is not needed.

• How do I get my money back?

  Information about refunds can be found here.

• I received the wrong / defective item, what should I do?

  Please inform us immediately. We will order a courier to pick up the wrong/defective item and deliver the correct one at the same time. Just pack the item and arrange a pickup/delivery date with us. We cover all costs.

• What should I do with defective goods during the warranty period?

  In case of a complaint, you can always contact us. For the fastest processing, please send us a photo of the defective item and describe the issue in detail. Also provide your order number or invoice number. If necessary, we will arrange courier pickup. Once we receive the item, we will check whether the manufacturer must repair it or whether we can replace it.
  Detailed information on complaints can be found here.