FAQ – Frequently Asked Questions
PRODUCTS AND QUALITY
1. Are the products sold of the 1st quality?
Yes. In our Online Store, we sell exclusively 1st quality products. Exception: Washbasins may also be offered as 2nd quality – in such cases, this information is clearly indicated on the product card.
2. What is the difference between 1st and 2nd quality?
1st quality is a full-value product without quality defects. 2nd quality is a product with minor visual imperfections.
Example: Small Crocus Mug – 1193/D-41/1 (1 = 1st quality)
3. Where can I find the full catalog of available shapes and decorations?
The full catalog is available on the Store's website (as a PDF) or provided by the Customer Service Office upon request.
4. How to read the product catalog?
The catalog consists of shapes (forms defining the product type) and decorations (patterns and colors). To place an order, combine both of these elements.
5. What do the product numbers mean?
Numbers are used for unique identification. The shape number indicates the form, and the decoration code indicates the specific pattern.
6. What are the decoration groups?
Decorations are divided into groups:
- A-… – elevated standard
- D-… – classic
- ART-… – artistic
- EX-… – exclusive
- SP-… – solid color (single color)
ORDERS
1. Do I need to register to place an order?
No. Account registration is not required – you can place an order as a guest.
2. What is the order processing time?
Standard order processing time is up to 3 business days.
3. Can I modify an order once placed?
No. Once an order is placed, it cannot be modified. Please contact Customer Service.
4. I cannot add a product to the cart – what does this mean?
This means the product is sold out. Please contact: box@zakladyboleslawiec.com.
5. Where can I check the exact lead time for a product?
Information about the lead time is always found on the specific product card.
6. How can I cancel an unpaid order?
Send a cancellation request to: box@zakladyboleslawiec.com.
7. Do you fulfill individual orders?
Yes. We fulfill personalized orders upon special request.
8. What are individual orders?
These are orders for specific shapes and decorations not available in the current offer.
9. What is the minimum quantity for an individual order?
An individual order can be placed starting from just 1 piece.
10. What is the cost of an individual order?
For orders under 500 PLN, a fee of 150 PLN is added. Above 500 PLN, the catalog price applies.
11. How to place an individual order?
Please send the form to: box@zakladyboleslawiec.com.
12. How to pay for an individual order?
A deposit of 50% of the order value is required.
DELIVERY
1. What delivery methods are available?
We work with InPost (Courier/Parcel Lockers), DHL, UPS, and FedEx (outside the EU).
2. Do you offer free shipping?
Yes, for orders over 500 PLN. Cash on delivery shipments have an additional fee of 10 PLN.
3. Can I pay cash on delivery?
Yes, within Poland up to 3000 PLN (fee 10 PLN).
4. What to do if the shipment is damaged?
Check the condition of the package in the presence of the courier and draw up a damage report.
5. What if I haven't received all my packages?
Check the status in your email. If the package does not arrive within 7 days, contact Customer Service.
6. Can I order goods with delivery outside the EU?
Yes, but additional customs and tax charges may apply.
7. Is personal pickup possible?
No, due to organizational reasons, personal pickup is not possible.
PAYMENTS
1. What payment methods are available?
Online (T-Pay, PayPal, card), traditional bank transfer, and cash on delivery (Poland).
2. When is the order processed?
Online: immediately; bank transfer: after posting; COD: after confirmation.
3. What in case of payment failure?
Contact Customer Service: box@zakladyboleslawiec.com.
INVOICES AND DOCUMENTS
1. Will I receive a paper invoice?
No, we issue only electronic invoices.
2. Where will I receive the invoice?
The invoice is sent to the email address provided during the order.
3. Can I change the invoice data?
It is not possible to change buyer data after the document has been issued.
4. Where can I find the proof of purchase?
Proof of purchase is sent electronically via email.
RETURNS – WITHDRAWAL FROM CONTRACT
1. Can I return a purchased product?
Yes, you have 14 days from receiving the goods.
2. When will I receive the refund?
The refund occurs within 7 days of the goods being accepted at the warehouse.
3. Can I return an individual order?
No, these orders are not returnable.
4. Do I need to fill out a paper form?
You can send it via email or include it in the package.
5. Can I return the product in a physical store?
No, returns of online orders are not accepted there.
6. Is the return shipping at my expense?
Yes, the cost of returning the goods is borne by the Client.
7. How should I pack the goods?
Securely in a cardboard box and mark the package with "GLASS" or "FRAGILE".
COMPLAINTS
1. How to report a complaint?
Send the form, proof of purchase, and photos via email.
2. How long does it take to process a complaint?
Up to 14 days from receiving the notification.
3. What if the complaint is accepted?
Product exchange or refund.
4. Are individual orders subject to complaints?
Yes, regarding manufacturing defects and transport damage.
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