FAQ 

ORDER INFORMATION

1/ How can I track my parcel?

Tracking number for the parcel is sent in the confirmation e-mail once the order is dispatched. Please note the tracking link might start working with a slight delay. You can also find the tracking number in your account if you visit "My orders" and open the order detail.

2/ How can I cancel my order?

You can cancel the order before it is processed in your account if you visit "My orders" and open the order detail. The button "Cancel the order" is to be found in the top right corner. In any other case please contact us at [email protected].

3/ Where can I download the invoice?

You can download the invoice by logging into your account in the order detail.

4/ How can I change the address in the order?

Send us an e-mail to [email protected] before the order is being processed in order to get it changed on time (before shipping the order). Please specify the order number and correct delivery address.

5/ How long does it take to get the parcel?

Estimated delivery date is specified on each product detail page or it can be found at "Payment and Delivery" page. The most accurate estimated delivery date of chosen products is specified in the shopping cart while confirming the order.

COMPLAINTS & RETURNS

1/ How can I return the parcel?

Orders can be returned as per our "Returns policy" specified on the website. In order to simplify the returning process, please use our online form using Retino service.

2/ How can I report damaged order?

If your order was delivered damaged, please report it via e-mail [email protected] as soon as possible, the latest within 48 hours so the claim can be accepted.  Please specify the order number and attach images of the damaged items, packaging and the box.

3/ How can I report wrong or missing item?

If you are missing a product or you received a wrong product, please report it via e-mail [email protected] as soon as possible. The latest within 48 hours so the claim can be accepted. Please specify the order number. In case you received a wrong product, please attach images of the product and invoice.

DISCOUNTS & PROMOTIONS

1/ Why isn't the special offer 3+1 working?

When using 3 + 1 promotion, you can order any 3 products from our offer and choose a poster of your choice for free. You can choose a free poster from posters marked with the "STANDARD QUALITY" label. More information to be found at Promotions and Discounts page.

2/ How can I unsubscribe from receiving promotion e-mails?

You can use a link in the footer of each e-mail or contact us at [email protected] or [email protected], you will then receive a confirmation e-mail.

If you didn't find answers to your questions here, please contact us within the working hours at [email protected]