How can I pay for my online order?
You can choose from the following options:
Cash on delivery - you pay the order to the courier directly upon delivery. Payment in cash and by credit card is possible. We do not charge any extra fee for sending the order on delivery. Online card payment through the GoPay portal - you will be redirected to the site of an independent company that provides secure online card payment. With this payment method, you enter your payment card data, which will never be published or stored anywhere, and our company will not have access to them either. You can use this option for fast and secure payment by payment card - even a foreign one.
Google Pay / Apple Pay – you can use this option regardless of the bank where your account is kept. All you have to do is to be a Google Pay / Apple Pay user, select this option, log in to the application when prompted and confirm the payment.
How will my order be delivered? Do you also send orders by Slovak post?
Unfortunately, we do not send orders by Slovak Post. The package will be delivered to you by a courier company - we mainly use the services of UPS, GLS and DHL. Before delivery, the courier will contact you personally and arrange with you to pick up the shipment. We decided on this method of delivery mainly in the interest of preserving the highest quality of the contents of the shipments and their protection from the influence of the surrounding environment. Courier companies guarantee us storage conditions suitable for keeping our products. Your order is thus safe for the entire time it is on its way to you, for example from significant temperature fluctuations.
How do I redeem a coupon for a discount when shopping online?
At the end of your order, you will find the "coupon" box. If you have a discount code, enter it in this box. Please, when entering the code, pay attention to its correct wording and also check the validity of the coupon. If the code is entered correctly, the discount will be automatically deducted from your basket.
I am sure that I entered the correct code from a valid coupon, but the discount was not deducted automatically. What about that?
In this case, please contact our email address firstname.lastname@example.org. Feel free to complete your order, choosing the payment method by cash on delivery in the basket and then send us an email with your order number. We will manually set the discount in your order and send a cash on delivery order with the amount reduced by the discount. However, we cannot interfere with orders that have already been paid by card online, so please, if you wish to apply your discount, never pay for the order in advance.
I want to modify my completed order. / I have a specific request regarding the order. How should I contact you?
If you wish to change the content of your order or have other specific requests, please contact us exclusively via the email address email@example.com. If it is within our power and your order is not yet on its way to you, we will be happy to accommodate you within the available options.
I chose the GoPay payment method, but the payment failed. Is it necessary to create a new order?
No, despite the failed payment, it is not necessary to create a new order. Please, if your attempt to use this payment method fails, contact us by sending an email with your order number to firstname.lastname@example.org. We will then redirect your order to payment by bank transfer or cash on delivery, whichever fits for you better.
By what time do I have to create an order so that it can be shipped on the same day?
We can usually ship orders made before 11 a.m. on the same day with cash on delivery or through the GoPay portal. However, since we prepare all products for you fresh daily, it may happen that even in this case your order will be dispatched a day or two later. Therefore, please expect a dispatch time of at least 48 hours during the year, in the case of ongoing promotions or in busy periods such as the pre-Christmas period, the dispatch time may be extended up to approximately 5 working days depending on the total number of orders received.
I live outside the territory of the Slovak Republic and I do not see my country among the possibilities of an expedition abroad. Does this mean you don´t ship to my country?
If you do not see the country you are currently in (and which belongs to the EU) among the published
foreign countries, please create an order in which you enter the exact delivery address, but under it you deliver SLOVAKIA. Then send us your order number to email@example.com. We will find out the specific transport costs for you at the courier company, taking into account your country and the contents of the shipment (especially its weight) and then we will send you this amount for approval. In the event that this amount does not suit you, we recommend that you choose an address of your relative or acquaintance within the Slovak Republic, who can receive the package and then hand it over to you. We are very sorry, but due to lengthy administrative procedures and long days of waiting at customs, which do not benefit the content of our shipments, we are unable to deliver your order to countries that do not belong to the European Union.
The order was delivered to me, but I found advertising leaflets and other strange papers in the package. Why?
Instead of buying additional unnecessary material that automatically ends up in the trash after unpacking the package, we have chosen a packaging method that does not burden our planet unnecessarily. As filling material, in addition to recycled paper, we also use other recycled materials from other companies that would end up in the container one way or another, thus we try to reduce the total amount of waste produced.
The order was delivered to me, but the package did not contain all the ordered products / some products were exchanged. How should I proceed?
Before your orders leave our warehouse, each package goes through a triple check. However, we are also only human and therefore, if an error occurred while processing your order, please do not call us, as we cannot resolve this situation over the phone. Write us an email with your order number to firstname.lastname@example.org and attach a photo documentation of the contents of the package so that we can find a common solution to the situation. Immediately after the delivery of your email, we will also check the possible cause with the courier company, in cooperation with which we can trace back the movement, weight and other details of the handling of the shipment. This review can take up to 48 hours, so please don´t worry if we don´t hear from you right away, we will inform you about the solution as soon as we have reviewed all options.
I have sent you empty packaging and I am about to create a new order. How do I claim a discount for returned packaging?
If you decide to use our recycling program, please inform us about sending empty packaging to email@example.com. We record all returned packaging and, based on this record, we manually apply discounts to orders. Write to us how many and which empty containers you sent us and the approximate time when you plan to make the next order (or the order number immediately after it is created) so that we can pair the discount with your order. In the case of applying a discount for returned packaging by post, please choose the payment method of cash on delivery or bank transfer. Since we intervene in the invoice individually, do not pay for such an order in advance.
I have created an order, but I would like to subsequently change its content. It is possible?
Of course, if your order has not been paid in advance, and therefore you have chosen the cash on delivery method of payment, we can intervene in your order and add/remove products additionally. In this case, please contact us with the order number and your wish at firstname.lastname@example.org as soon as possible after creating your order. Unfortunately, we are no longer able to intervene additionally in orders paid in advance.
Is it possible to change the delivery address for an order that has already been shipped?
If you have decided to change the delivery address of your order, which has not yet been shipped, please contact us as soon as possible at email@example.com. If you have decided to change the delivery address of your order that has already left our warehouse, we can subsequently change the delivery address at the courier company, but only at your additional costs, which are invoiced as additional postage in the amount of 3.49 euros.
Is it possible to order goods by phone?
When dictating your data over the phone, it is very easy to make a mistake, which is why, unfortunately, we only accept orders in written form. In case you are unable to create an online order for technical reasons, we recommend trying the keyboard shortcut Ctrl + F5 to reload the page. If the problem persists on the site, do not worry and send us your order by email. In the email, please include your name, delivery address, phone number for the courier, the products you have chosen and their number of pieces.
I want to complain about goods purchased online. How should I proceed?
To complain about goods, you need the goods, a description of the defect, invoice and a completed claim protocol. In case of a complaint, please contact us at firstname.lastname@example.org. If you threw away the invoice after unpacking the package, we can trace it back. The complaint protocol is available for download under our terms and conditions.
Who will pay the postage costs for a complaint?
The cost of postage when returning the claimed goods is paid by the buyer. Please do not send us goods that are the subject of a cash on delivery claim, this is not a standard procedure and such shipments will not be accepted.
I ordered your products online, but not through your e-shop. Who should I complain to?
The consumer always has the right to complain about the purchased goods at the seller from whom he purchased the goods. If you purchased our products from one of our business partners, please contact your seller in the event of a complaint. The seller then has the right to refer the claim to the manufacturer.
Is free shipping also valid for delivery abroad?
Unfortunately, no, free shipping for purchases over 39 euros applies only to delivery within the territory of the Slovak Republic.
I want to withdraw from the purchase contract. How to do it?
You can withdraw from the purchase contract and return the unpacked goods in their original condition without giving a reason within the statutory period. In this case, contact us at email@example.com.