Steps
- The tracking link is in the dispatch email and in My account → Orders. Couriers: PPL (CZ), SPS (SK), DHL (PL), DPD (HU).
- If the delivery time has passed or tracking hasn't moved for 3 business days, reply to your order confirmation or write to us from the email you used at checkout. We have your order and tracking number — you don't need to send them.
- We check the tracking, open a claim with the courier if needed and tell you what happens next.
If / Then
- The courier tried to deliver and you weren't there → use the options in the courier's SMS or email (new delivery date, pickup point, depot). If the parcel comes back to us, we re-send it free of charge.
- Tracking says "delivered" but you don't have the parcel → check with household members, neighbours, the reception desk or a parcel box; if it's still missing, write to us and we request proof of delivery from the courier and investigate. You will not be left without the product or a refund.
- The parcel was returned to us ("returned to sender", "recipient not reached") → we confirm your address and phone number with you and re-send it free of charge; cash on delivery stays cash on delivery.
- You no longer want the parcel → tell us. For cash on delivery, simply don't accept it — nothing to pay. For a paid order, we refund you once it returns.
What we need from you
- Nothing beyond a message from the email you used at checkout. If the address or phone number on your order was wrong, send the correct one.
Notes
- The most common reasons a courier can't deliver: a missing house number or a phone number with the wrong country code (e.g. +420 instead of +36 or +48). Please check both in your order confirmation.