Questions and Answers

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Frequently Asked Questions

IN THIS MOMENT YOU HAVE TO CONTACT US FOR SHIPPING TO OTHER COUNTRIES

When will my order arrive?

Delivery days are Monday to Friday, we do not deliver on weekends.

Your order will be packed and shipped if it was made by 15:00 on the given working day and sent by the selected method of transport.

Orders after 15:00 will be shipped the next business day.

She should arrive by courier for the next working day.

By post or courier in 1-2 working days.

If your order did not arrive within 3 working days of the order, please contact us.

What are Golden Clouds?

Golden clouds are loyalty points by which we reward our customers.

For every minute of € on our eshop (the price of transport is not included) you receive 1 Golden Cloud.

You can exchange every 30 puffs with us for a € 1 discount.

The minimum points needed to pick up the discount is 30.

Discounted products can be excluded from the GoldenCloud loyalty system.

How do I exchange Gold Clouds for a discount?

You can exchange gold puffs for a discount at checkout or in My Account.

You must be logged in to your account for this exchange.

The minimum number of puffs that can be exchanged is 30.

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Can I change my order?

Please notify us immediately by phone no later than 15:00 of any incorrectly entered information in the order, otherwise we will no longer be able to change the order.

Orders that have already been shipped cannot be changed.

Can I cancel my order?

The order can be canceled before shipment, such a fact can be announced by 15:00.

An order that has already been picked up by a courier or other shipping company can no longer be canceled.

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How do I claim an order?

If your order has not been delivered, please wait for delivery or contact us about the status of the order. We will be happy to help you.

If your order has been delivered but is damaged, resp. you are not satisfied with it, please contact us by email or in the complaint form (link in the footer).

We will do everything to compensate you for the damage caused either by sending a new flawless product or by returning the money.

Unreasonably canceled orders will not be reimbursed for the shipping price.

An open or used product is excluded from the possibility of a complaint due to its nature (a consumer product that is “consumed” or comes into contact with human health and body)

Where can I send the claimed order?

Please send the claimed order only after an email / telephone agreement.

The street is Juhoslovanská 2 / A, Košice 04001, Slovakia

Is my personal and credit information secure?

Yes, of course, they are safe.

Your data is protected in our databases, which are protected by several levels of firewalls and the data transfer is protected by a secure SSL (HTTPS) certificate.

Your credit information is processed by a credit processor that uses bulletproof 256-bit encryption.

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