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Frequently Asked Questions

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My order

1. Where is my order?

You can easily track your order using the link provided in your order confirmation email. If you have a customer account, all order information can be found under the “My Orders” section.

2. Availability and Stock Levels.

We strive to keep as many products in stock as possible. The current stock status of a product can be seen on the product page. Products may be labeled as follows:

  • In stock: The product is available and can be shipped the same day or the next business day.
  • Pre-order: The product is not currently available but will be back in stock on a specified date.
  • Out of stock: We do not have precise information on when the product will be back in stock. Click “Notify me of availability” to receive an automatic email when the product is available again.
  • Available on backorder: The products lead time is longer due to restocking or limited availability from supplier

3. Can I make changes to my order?

If your order has already been packed, we cannot make any changes. However, you can return the item after receiving it. If your order has not been packed or shipped, and you wish to make changes, please contact us through our contact form with the following details:

  • Order number
  • Which product(s) to change, cancel, or add (product number, color, size, etc.)

If you exchange or add a product, this may affect the total order amount, leading to additional costs or refunds. We will inform you about how to pay any outstanding amount or process a refund.

4. Can I cancel my order?

If your order has not yet been packed, you can cancel it directly. You can view your orders overview here. Once the package has been packed or shipped, cancellation is no longer possible.

5. I didn’t receive an order confirmation.

Please check your spam or promotions folder. If you still can’t find the confirmation, you may have entered an incorrect email address or the order process was not completed correctly. Contact our customer service for assistance.

6. Payment Methods

We offer the following payment methods in Poland:

  • Apple Pay: Quick and secure payment via Apple Pay.
  • Debit or Credit Card: Pay with any major credit or debit card.
  • Klarna: Fast and secure payment via Klarna.
  • Cash on Delivery: Pay upon receipt of the order. Please have the exact amount ready on the delivery day.
  • Prepayment: Transfer the total amount to our account after placing the order. The order will be shipped once the payment is received.
  • BLIK: Quick and secure payment via BLIK.

7. How will I receive my invoice/receipt?

When placing an order, you can choose to receive your invoice/receipt either via email (environmentally friendly) or as a printed copy in the package. This option is available in the “Shipping Options” step.

Shipping

1. How can I track my order?

You can track your order through the “My Account” section on our website. Simply log in and go to “My Orders” to see the status and tracking information.

If you are not register user you can use the link available on main page for order tracking: Order Tracking

2. What are the shipping options and costs?

We offer various shipping options including DPD, UPS and Fedex. You can calculate cost at checkout by entering full address details on post code.

3. Can I make changes to my order after it has been placed?

If you need to make changes to your order, please contact us as soon as possible using the contact form on our website. We will do our best to accommodate your request​.

4. How can I pay for my order?

We accept multiple payment methods including credit cards (Mastercard, VISA, American Express), BLIK, Klarna, and Apple Pay. Payment on delivery (COD) is also available​.

5. How do I get an invoice for my order?

During the checkout process, you can choose to receive your invoice via email.

6. What should I do if there are problems with my order?

If you encounter any issues with your order, please contact us using the contact form on our website. We will assist you in resolving any problems​.

7. How can I return an item and get a refund?

You can return items by following the instructions on our “Return policy” page. Ensure that you contact us to initiate the return process.

8. What are the delivery times?

Orders are typically delivered within 3-4 days within EU. Expedited shipping options are available for faster delivery, including next-day delivery for certain locations​.

10. How do I contact customer support?

You can contact our customer support team through the contact form on our website. We are also available on social media platforms like Facebook.

Payment Options

1. What payment methods are accepted?

We accept a variety of payment methods for your convenience:

  • Credit/Debit Cards: Visa, MasterCard, American Express and other
  • PayPal: Secure and fast payment method
  • Apple Pay: Available for iOS users
  • Google Pay: Available for Android users
  • Bank Transfer: Direct transfer to our bank account
  • Klarna: Pay now, pay later
  • SOFORT Banking: Secure bank transfer service

2. Can I pay via invoice?

Yes, you can choose to pay via invoice. This option is available for selected customers and businesses. Please contact our customer service for more details and eligibility.

3. Is it safe to use my credit/debit card on your website?

Absolutely. We use advanced encryption technologies by Stripe.com and follow strict security protocols to ensure your payment information is safe and secure.

4. How do I use a discount code?

You can enter your discount code at checkout or in shoping cart. There is a field specifically for this purpose. Simply input the code and the discount will be applied to your order total.

5. What currencies can I use to make a payment?

We primarily accept payments in Euros (EUR), US Dolars (USD) and Polish Zloty (PLN). However, you can choose to view prices and make payments in other currencies based on your location and preference.

6. Can I change my payment method after placing an order?

Once an order is placed, you cannot change the payment method directly through the website. If you need to make changes, please contact our customer service team as soon as possible for assistance.

7. Are there any additional fees for certain payment methods?

We do not charge any additional fees for using credit/debit cards, PayPal, Apple Pay, Google Pay, or SOFORT Banking.

8. What should I do if my payment is declined?

If your payment is declined, please check the following:

  • Ensure all payment details are correct
  • Check with your bank to ensure there are no issues with your card
  • Try using a different payment method

If the problem persists, please contact our customer service for further assistance.

9. How does Klarna work?

Klarna offers flexible payment options:

  • Pay Now: Pay immediately using your bank details.
  • Pay Later: Receive your goods first and pay within 14 days.
  • Slice It: Spread the cost of your purchase into monthly payments.

To use Klarna, select it as your payment option at checkout and follow the instructions.

10. Who can I contact for payment-related issues?

For any issues or questions related to payments, please contact our customer service team at [email protected]

use Contact Form or call us at +48 668 131 155

 

Order Issues

1. Why didn’t I receive an order confirmation email?

  • Check your spam folder. If you provided an incorrect email address or the order wasn’t completed correctly, contact customer service.

2. How can I cancel or change my order?

  • Contact customer service if the order hasn’t been packed. Provide detailed information in your first email.

3. Where is my package?

  • Check your order status in the “My Orders” section and use the tracking code received via email.

4. Courier missed delivery?

  • Arrange a redelivery or pick up at the nearest post office using the tracking number.

5. Package damaged?

  • Sign with reservations or refuse delivery. Contact customer service with photos of the damage and keep the packaging.

6. Missing package?

  • Contact customer service to check the status and report the missing package.

7. Incomplete order?

  • Check the shipping details on the invoice. Contact customer service for any discrepancies.

8. Received the wrong product?

  • Contact customer service to resolve the issue.
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