All you need to know – Q&A
You know that you can ask us anything, right? We’re on Instagram, Facebook and contact via email is preferable.
Here we listed a few answear ahead:
- Transport and pickup
How will my order travel to me?
– Shipping via Česká Pošta/Zásilkovna/GLS
We send most of the orders via GLS/Zásilkovna. Your parcel will be delivered to your home or work, please leave us your mobile number, GLS/Zásilkovna can contact you. A standard delivery usually takes one to three days. We design and make most of our products ourselves (yes, it’s just the two of us), so we’re able to ship orders only twice a week, usually on Tuesdays and Thursdays. But if you need your package ASAP, please let us know, we always find a way (we’ll just run to the post office right away and send it). Please keep in mind that we only accept payment in advance which means we don’t provide cash on delivery.
– How much is the shipping?
Shipping is counted individually – by country. It is CZK 65 in the Czech Republic and CZK 149-239 to abroad.You will see it in the checkout, while making the order.
– How will I know when my package will be delivered?
We’ll let you know when we’ve sent it. Standard delivery within the Czech Republic usually takes one or two days, shipping to Slovakia may take up to a four days and other countries about one week. If you need your shipping number, please let us know, we’ll be happy to send it to you.
P.S. It’s required to fill your phone number in the order because otherwise GLS/Zásilkovna can’t contact you about the date and time of delivery.
- We hope that this situation will not happen but…
– What should I do when I collect my parcel at the post office or from a courier and the package is visibly damaged?
First of all, please keep in mind that the whole process of shipping is provided by external companies. Although we always send your package in perfect condition it may happen that it doesn’t arrive as pretty and shiny as it left us. The most important thing you can do at your end is a check whether the package is alright before you accept it. If your package is in any way damaged or unpacked, do not take it over. If you do, the shipping company may not take your later complaints into consideration because by accepting it you agree with its condition. In case you don’t like what you see, don’t be afraid to say it. All our packages are insured so it’ll be sent back to us and we’ll deal with the delivery company and inform you about what happens next.
– The package looked okay so I opened it and found out that the goods had been damaged. What now?
First of all, let us say we’re very sorry to hear that and we’ll do our best to help you fix this ASAP! Let us know immediately and send us a picture – we’ll figure it out!
- In stock or not?
– Is everything I see online always in stock?
Most of the products in our e-shop are in stock, but unfortunately not all of them. You’ll find this information on the page of the product. It will either be listed avaiable to purchase if in stock (most products) Or Pre-order or as Coming soon. We know that having to wait is tough once you set your eye on something you fell in love with so we’ll do our best to speed up the process. Bear with us, please.
– Is it possible to take a look at your products in person or try them on?
We don’t have a showroom yet (we are planing on this) so this option is not yet available. If there’s a pop-up, we’ll let you know on our page and social media. We have several stockist with limited amount of our collections. See Stockist page for futher information. If possible we do by appoitments for some jewelry orders. Meaning we can meet you however we prefer you order online.
We only accept payment in advance. It can be via card (MasterCard, Visa – provided by GoPay), or PayPal. We don’t accept cash, we don’t provide cash on delivery.
You’ll get all the information in your order (methods of payment, account number and variable symbol). It’s the same for orders in the Czech Republic and abroad. (Only transport fees are higher abroad).
- RETURNING THE GOODS
Yes. The law states that when you purchase something online, you have the right to return it. Of course we fully respect that, but we do recommend thinking twice, before you buy things in our e-shop because the process of returning the goods is a bit of a waste of time for everyone involved.
Anyway, if that really happens, and you decide to return the goods you purchased via our e-shop, you have to do it in 30 days. You can send it to us. Goods must be returned in their original packaging, new, complete, undamaged, with no sign of use, wear. Otherwise, we won’t be able to take them back. Please note, that shipping is not refundable. (… this means, we don’t pay your shipping costs, and you’ll be refunded the price of your order minus the shipping.)
The address for returning the goods is: Lucie Papežová- Still life orders, Havlenova 75/22 Brno 63900
– How to claim a refund for the goods that are clearly deficient?
If something like that happens, please let us know immediately, right after you unpack your order. If it’s possible, please, send us a photo of the product showing the issue. You can send us the order back, with a simple claim form and the copy of the invoice.
Contact us directly to email@example.com