Frequently asked questions about our sale

We are working hard to manage this sale period as effectively as possible. We appreciate that you trust us and there is a huge interest in our products. Still, at the same time, we admit with all humility that this is an unusual demand on our system and on our staffing capabilities that we have never experienced before. We are doing our best to satisfy all of you, but our options are limited to the situation.

We have written the most frequently asked questions we receive from you to make our customer service more accessible. Please consider, if possible, whether you urgently need our help these days. If you have an order shipped and paid, you can be sure that your package will arrive in the coming days. We apologize for the inconvenience while asking for your understanding.

When will the package arrive?

At the central warehouse, we are working hard to ensure that each order is shipped as soon as possible. We have expanded our team in the warehouse, expanded the number of people who take care of customer support, and on our part, we try to do our best.

The delivery time depends on various factors. The shipment may delay just because of waiting for the payment to be credited to our account (usually on the second business day, but may take longer depending on the bank).

After the package is given to the delivery service, the delivery itself is no longer within our control. Please keep in mind that due to the situation and the higher demand for delivery services as well, it is currently difficult to estimate how much delivery may take. Some customers report that the package arrived the next day, in other cases, it took several days to arrive.

I made a card payment, but my order is still showing up as "new". Why?

We apologize, but under huge pressure, our notification system does not work correctly. If you have paid the order (you have proof of payment in your internet banking, so the money will definitely not be lost), the order will arrive within a few days.

I wanted to pay through bank transfer, but I see two different account numbers. Where should I send my money?

Both account numbers are active and linked to our system, whether you have sent the money to one or the other account, the system will match it to your order and then the package will be handed over to the shipping company.

I don't have any information about my package. How should I know that everything processed correctly?

Every single payment to our system is automatically matched to the order. We review and manually match payments that aren't matched automatically. If something goes wrong, we'll contact the customer immediately to track and match the payment successfully. So if we didn't contact you ourselves, it means everything went well.

My order number is 0....., what is the current status of the order?

Unfortunately, under the circumstances, we can't individually check the status of each order. Every day we process more orders than we usually do in a month, there is a significant demand on our system, and we all sit at home. We are sorry, but this is an exceptional situation, and we believe you understand it. If there is a problem with any order, we'll reach you.

I had a product in my cart, but it disappeared. Why?

If you have stored a product in your cart, but haven't placed an order yet, the product is still available to other customers. If the product has disappeared from your cart, it means that someone else has ordered the last piece in the meantime, and the system has automatically disabled the product.

I placed an order and want to put another one. Can I merge two orders?

If you placed an order, it cannot be additionally merged to another order, as this would create significant complications when working with delivery services who are also struggling with the increased demand. In other circumstances, we are able and willing to satisfy every requirement individually. But these days, we have to proceed systematically, so that every customer can get their order as soon as possible.

The product is already sold out. Will it be back soon?

These days we are packing supplies from our closed stores and moving them to a central warehouse. So there is a high probability that many of the products that are currently sold out on the web will still be in stock and available in the coming days. As we work from home, it is not in our technical capacity to control which products and when they arrive, but as soon as they do, availability information will be updated immediately on the website, and the product can be ordered directly.

I made an order with the pro forma invoice payment method and paid for it. However, I received an email asking for payment. Why?

If you've already paid for your order, you naturally don't need to pay it again. Email may have been sent by our system (which has not yet registered your payment), or we sent it to you as part of our bulk notification that we are turning off the option to pay with the pro forma payment method. Even in this case, of course, if you have already made the payment, you can ignore the email, if not, you need to pay the invoice by 8.4.2020.

Why have you canceled the option to pay for the order by pro forma invoice?

Customers who ordered the goods via the pro forma invoice had the products booked for several days while waiting for payment. Due to the fact that in some cases the payment was not made and the products were inaccessible to other interested customers for several days, we temporarily canceled this option so that no products would be unnecessarily blocked for too long. Of course, customers who have already ordered with this payment method will receive their order. However, it is necessary to make a payment by 8.4.2020, after which date the unpaid orders will be canceled.

There is still a secure debit card payment available to all, which will be done almost immediately and payment via Paypal.

You don't answer my phone. Why?

At our customer support, we are available and communicate with you nonstop. However, the line is extremely busy, the phone rings without a break and it is therefore not easy to call. We also register many calls to our stores, but they are currently closed, so there is no one to answer.