FAQ

 

HOW CAN I TRACK MY CONSIGNMENT ON-LINE? HOW DO I FIND THE CONSIGNMENT NUMBER?


You should receive the consignment number by email on the day of dispatch. Within three business days thereafter, you will receive an email with a tracking link, as it takes 2 to 3 business days to show online.

You can track the consignments following this link: www.17track.net/en

- the customer is responsible for the accuracy of the data provided by them for delivery purposes
- the customer is responsible for dealing with the customs and tax formalities in their country
- the customer receives a consignment number; in case s/he cannot be reached by the delivery service in their country, s/he is obliged to contact the company in order to agree on the delivery of the consignment
- if the customer fails to comply with the conditions and the consignment is returned to us as undelivered, s/he is 
only entitled to refund in respect of the goods as soon as the consignment is back in our hands
- if the consignment is not picked up by the customer and it is consequently returned, the customer is liable to the compensation for the re-delivery service



How CAN I RETURN OF GOODS – WITHDRAWAL FROM THE CONTRACT?

 
You have the right to withdraw from the purchase contract without giving a reason within 14 days of receipt of your goods or the start of your subscription. Will refund all payments received from you, including costs of first shipping. You must pay return shipping costs for the item ordered. 


What is up to you:

  • Wrap the goods into the original packaging, so that it does not get dirty or damaged on its way to us. .
  • The shipment should include:
    • copy of the invoice or ref. no. of the order
    • particular reason for returning the goods
    • bank account number, which the money should be refunded to
    • your contact - phone or email
  • If you are not sure about anything, call us to: +420 775 580 921.
  • Send the shipment economically to the address: Eva Illésová, Radvánovice 89, 511 01, Turnov, Czech Republic.Warning! Cash on delivery not accepted!

What we will arrange for:

  • If the goods is returned to our warehouse undamaged, we will immediately refund the money to your bank account.
  • The money will appear in your bank account within 30 calendar days from the receipt of the shipment by our central warehouse.

 

How TO SEND A CLAIM?

 

What is up to you:

  • Wrap the goods into the original packaging, so that it does not get dirty or damaged on its way to us. .
  • The shipment should include:
    • copy of the invoice or ref. no. of the order
    • described reason of the complaint
    • your contact - phone or email
  • If you are not sure about anything, call us to: +420 775 580 921.
  • Send the shipment economically to the address: Eva Illésová, Radvánovice 89, 511 01, Turnov, Czech Republic. Warning! Cash on delivery not accepted!

What we will arrange for:

  • You will get our decision usually within 14 days, but no later than 30 calendar days after the receipt of the goods by our warehouse.
  • If you recognize the claim promptly fix it to your satisfaction, the exchange of goods or refund of the money in your bank account.
  • You are entitled to postage reimbursement only in case your claim is recognized.
  • If we reject a complaint, we will send the goods back to you with our specific explanation.