Frequently asked questions
Orders and payments
Do I need to create an account to place an order?
No. You can order as a guest — all you need is an email address and a delivery address. After completing your purchase, you will be offered the option to create an account with one click.
Which payment methods do you accept?
You will see the available payment methods at checkout before placing your order — depending on the shop, these may include online payment (BLIK, card, instant bank transfer), bank transfer or cash on delivery.
Can I get a VAT invoice?
Yes. When placing your order, select the VAT invoice option and enter your company name and VAT number. The invoice will be sent to the email address provided.
How do I change the invoice details after placing an order?
Contact us without delay. The invoice can be corrected until it is issued; once issued, a corrective invoice is required.
Delivery
How long does delivery take?
Processing time depends on product availability and the delivery method chosen. Once the parcel has been dispatched, we send the tracking number. For a specific order, write to us — we will confirm the date.
Can I track my order?
Yes. Once your parcel has been dispatched, you will receive an email with the tracking number and a link to track it with the carrier.
From what amount is delivery free?
From an order value of €95.00. Collection in person, where available, is always free of charge.
Returns
How long do I have to return an item?
As a consumer, you have 14 days to withdraw from the contract without giving a reason, counted from receipt of the goods. Details and the form can be found on the Returns and complaints page.
Can I return any product?
The right of withdrawal has statutory exceptions — these include goods made to the customer’s specifications and goods which cannot be returned for hygiene reasons once the packaging has been opened. We describe the exceptions on the Returns and complaints page.
Didn’t find an answer? Write to us via the Contact page.