Delivery

• How can I track my order or check the delivery status?

  Anything order-related can always be found on your account. If the order has been shipped already, you can trace your parcel with a tracking number.

  This tracking number can also be found in your confirmation email. It becomes active within 24-48 hours after you've received the email.

  If you didn’t get a confirmation email, it could’ve ended up in your spam inbox. If that’s not the case give us a call so our customer service agent can take it from there.

• What should I do when my order was delivered at the wrong address?

  In case your order has been delivered to the wrong address you can locate it under “delivery status” in your account, or check te track & trace link in the shipping confirmation email.  

  If the order hasn’t been delivered yet, you can contact your carrier to see if they can help you change the delivery address.

  If the parcel was declined at the delivery address, the order will be return to our warehouse. Once we have processed the return, you'll be refunded within 10 to 14 days.

• What should I do when I received a wrong item?

  If you've received a wrong item contact us, so our customer service agent can take it from there.

• What should I do if I’m missing an item/part of my order?

  If you're missing one or more items from your order contact us, so our customer service agent can take it from there.

• What is the delivery time and cost?

  Our orders are usually shipped and delivered within 3-5 business days after the order is confirmed, with standard delivery. Based on the carrier and pick-up times, delivery times may vary.

  Order placed with express shipping are usually shipped and delivered within 1-3 business days after the order is confirmed. Based on UPS's pick up times, delivery times may vary.

  Shipping costs are 150 CZK, but are free for orders over 2000 CZK. Express shipping is 380 KC.

  In case of delays, you will be informed accordingly. General delays may also appear on the website.

• What happens when I miss the delivery of my order?

  That depends on the carrier, but most of the time your order is:

  • Delivered at a nearby pick-up location
  • Delivered at your neighbours unless you have informed us or the carrier that you do not prefer to have parcels delivered at your neighbours
  • Delivered at a second attempt the next business day

  At all times the carrier leaves you a (digital) note with the delivery details.

• What delivery options do I have?

  For online orders, the following delivery options are available:

  • delivered at a home/work address
  • delivered in a pick-up location near you

  You can choose your preferred delivery option during the check out process.

• Which carrier will deliver my order?

  If you choose standard shipping, your order will be delivered by UPS.
  Orders placed with express shipping will be delivered by UPS.