Complaints - exchange or return of goods
If the goods arrived to you without damage, but you are not satisfied with their quality or size, please contact us via the complaint form or by e-mail. We pride ourselves on delivering the highest quality goods from selected materials, made by people in the Czech Republic - but the most important thing for us is your complete satisfaction with your purchase. We can always agree individually on an exchange or refund - even beyond the statutory 14-day period.
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30 days to return or exchange items for FREE - you can test everything carefully
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Simply with a complaint form or email - remember to give all the details, especially the order number and your wishes.
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Free return shipping - request a return shipping code from us to return the item
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Bring the parcel to the nearest delivery point of the Parcel Office and tell the operator the code. You do not need any other information.
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Free delivery - newly selected goods will be sent to you at our expense
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Speed - within 5 working days of receipt of your returned goods, we send a new one of your choice
Our customer service centre is always there for you if you feel something is not quite right, or if you just want some advice.
We check the goods carefully before packing, but it may happen that they are damaged in transit, the order is mixed up or the goods you ordered simply do not suit you.
If this situation arises, please fill in the form.
We want you to be as satisfied as possible and will accommodate you even if the fault is not ours.
Personal collection at our premises in Brno
We will be very happy if you check the contents of your order at our shop when you pick it up in person. Any discrepancies can then be resolved on the spot. If you find that something is missing or missing after receipt, please fill in the complaint form or write an e-mail. The customer service staff will be happy to sort everything out with you.
Delivery of goods by courier and collection at the collection points
Obvious damage detected on receipt
If you already notice damaged packaging upon receipt , do not accept the parcel at all and contact us via the complaint form or by e-mail. We will immediately arrange a new shipment for you (you only pay the postage once, of course) and take care of the claim ourselves.
If you are in a hurry, please note any defects on the delivery note with the courier and accept the package. Please keep the original packaging - we will need it for the next claim procedure, which we will handle. In this case, we also ask you to fill in the complaint form or send us an e-mail.
Hidden damage detected after acceptance
Damage to a parcel may not become apparent until after you receive it - for example, if it is wet or if fragile goods have broken in transit. If this is the case, please fill in the complaint form or send us an e-mail as soon as possible. We will arrange delivery of the new goods and we will start to resolve the claim with the carrier. Please remember to send us back the original packaging and damaged goods - we will need them for the claim.
Replacement of goods / missing goods
If after receiving the goods you have discovered that something is missing or overstocked in your package, we apologise for this. All you have to do is fill in the complaint form or write an e-mail and we will put everything right at our own expense. In case you have accidentally ordered something extra, it is no problem to send the goods back to us and we will refund your money.
