FAQs – Our customers’ most frequently asked questions
Our EU Online Shop delivers to the following countries, specifically the mainland and excluding island territories:
- Czech Republic
When ordering in this online shop, it is important that you provide a delivery address and a billing address that matches one of the countries listed above.
Delivery address and billing address always need to be from the same country. If you want to order to another country, please change the webshop by using the dropdown in the footer.
You should receive your order within the following time frames after receipt of the order acknowledgement
In exceptional cases, such as during the sales period, shipping may be slightly delayed due to the volume of orders. Of course, we will inform you as soon as possible. We appreciate your understanding.
To ensure that your order is on its way to you as quickly as possible, we start processing it right after it is confirmed. For this reason, your order can neither be cancelled nor changed. Also the delivery address and the delivery conditions cannot be changed afterwards. To avoid errors, please check your details thoroughly before completing your order.
Do you still want to cancel? You can return unwanted items to us within 28 days. Here you will find all the information concerning returns. If your address has changed and the package cannot be delivered, it will be returned to us and processed as a return, and the purchase amount will be refunded to you.
Your order or individual items were cancelled unintentionally? In rare cases it may happen that an item is already sold out, but is still shown as available in the store. We are very sorry if this was your case. The purchase amount will be credited to the payment method you used to place your order.
Once we have received the items in our logistics centre, a refund is initiated immediately. You will first receive a confirmation Email to notify you of the number of items returned and the amount to be refunded.
The money will then be refunded by the same payment method used to make the initial purchase. It may take up to 8 to 10 working days from receipt of our Email for the refund to show up in your account.
Did you forget to redeem your voucher code? No problem. Please send an email with the following information to [email protected]
If all the conditions are fulfilled, we will redeem the voucher for you retroactively.