Frequently asked questions
Frequently asked questions and useful information
Even if you're not looking for an answer to a specific question, you should still read this page, as there is a lot of useful information here. So, when these questions come up, you will know exactly the answers.
List of contents
There's a huge amount of information below, so this clickable list of contents will help you find your way around. First, choose what you want to know about – click on the category you want:
Questions about the products
Questions about buying products
The delivery is carried out by the GLS courier service, usually within a few days of ordering – and you can also set a date that best suits you when placing your order.
There is a standard delivery charge and the rate depends on the country. As the company will cover this cost above a certain order amount, it is worth paying attention to this when ordering. You can find the exact delivery details here.
Before the delivery, GLS will send the customer an email with the parcel number and arrival time, so that if something unexpected happens, the customer can change the address or the delivery time.
To avoid inconvenience and to ensure a successful transaction before paying by card, please check:
- Whether your card is eligible for online purchases.
- Whether your card is valid, not blocked or expired.
- The balance on the card, whether there is a sufficient amount on the card.
- The card usage limits.
- Whether the limit set for transactions is higher than the amount to be paid.
- The number of transactions per day has not been reached.
- Whether the daily limit is sufficient to cover the payment, even after taking into account the purchases made that day.
- Your internet connection. In case of a slow, intermittent internet connection, the transaction may fail due to timeout.
Check the data you've entered! Don't rush! Once you have pressed the checkout button, be patient until you receive a confirmation. If your card has been issued by a bank that requires you to enter a security code sent by SMS to confirm your payment, have your phone ready.
If you use "back", "reload" or "refresh" to return to the payment page, the transaction will be automatically declined for security reasons. In this case, you will have to initiate the purchase again.
Don't take too long to enter your payment details, as you may be thrown out of the system.
+ HINT: If you are using Firefox and the transaction does not succeed after several attempts (and you are absolutely sure that everything is fine with your card, internet connection, etc.), you should open the payment page in another browser (in our experience, Firefox is more likely to fail with payments). If this still doesn't work, contact your card-issuing bank first; in this case, they are more likely to be able to help you than we are.