How long can I claim the shipment?
In the event that the shipment is lost or delivered damaged, this fact must be reported to our company within 5 days of finding out the fact.
Complaints related to the delay of the shipment must be reported within 7 days of receipt of the shipment.
In which cases can the claim not be accepted?
Your claim may be dismissed for the following reasons:
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The complaint was not reported within the required deadline, which we list in the section Shipping claim
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The shipped goods are on our list of prohibited goods for export
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The goods were not packed correctly and were sufficiently protected from damage inside the box
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We were not provided with a confirmation of receipt of the shipment and the documents needed to close the complaint
Express delivery time was not met. Is it possible to complain about delays?
Yes, delays in express delivery can be claimed if the delivery date is guaranteed. In this case, you will be refunded the difference in postage between express and standard delivery. Before ordering express service, we recommend contacting our customer line and checking the delivery time. For some locations, the delivery time may be extended and the delivery date not guaranteed. In this case, the claim cannot be accepted.
How long will it take to settle the complaint?
According to the law, the deadline for settling a complaint is 30 days from the receipt of the request. However, we will try to resolve your complaint as soon as possible. You will receive the result of the complaint procedure in writing to your e-mail address.
What documents will you need for a complaint?
In order for us to process your complaint, we will ask you to complete the information regarding your package and send you the documents needed to successfully process the complaint. By default, these are photos of the shipment, an invoice for the goods or a solemn declaration and confirmation of receipt of the shipment by courier. In some cases, our carrier may also perform a physical inspection for damage, so keep the packaging material.
For more information, visit our website
shipping claim.
When will my account be refunded?
If you cancel an order that has already been paid for by you and the shipment has not taken place, we will refund the money to your account. The amount will be refunded to you within 14 days of canceling the order.
Will I be charged for the order cancellation?
If collection has not yet taken place and the shipment has not been handed over to the carrier, it is possible to cancel the order free of charge. Therefore, you will not be charged and your postage will be refunded as soon as possible.
Do I have to cancel the order and create a new one if I want to correct the recipient's address?
You can change addresses until the shipment is picked up. Once the package is on the way, changing the delivery details is complicated and can cause delivery delays. We therefore recommend that you carefully check all shipment details before completing your order.
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