Frequently asked questions

Delivery and payment 

1. How much time do I have to pay for my order?  

You must pay for your order within 2 hours of placing it. Otherwise, it will be automatically canceled.  

If you have not paid for your order while it is being finalized, you will find the payment link in the order details email. 

2. What payment methods can I use? 

You have a choice of the following payment methods: 

• Online transfer
• Payment card ( Visa, Visa Electron, Mastercard, Mastercard Electronic, Maestro)
• BLIK
• Virtual wallet ( Google Pay, Apple Pay)
• Mastercard Pass
• Visa Mobile

3. Why was the card payment rejected? 

Reasons for card payment rejection can be various. The most common are: data error, technical problems, card's expiration date or a block on the account. 

If your card payment has been rejected, try paying with BLIK or online transfer. 

4. Can the order be placed on the company data? 

Yes, the order can be placed on the company's data. There are two options:

• Place an order by selecting "business".
• Place an order as a "private individual" and add the company's data for invoicing.

We encourage you to create a Customer Account. Your data will be automatically saved in the account and you will not need to enter it each time. 

5. When will I receive my order confirmation? 

You will receive an order confirmation by email after placing your order online. 

6. What are the available delivery methods? 

We have the following delivery methods:  ;

- orders carried out in Poland:

• Pocztex - delivery to address
• Pocztex - pickup point - delivery to a selected pickup point: post offices, Żabka, Biedronka, ABC, Lewiatan, Delikatesy Centrum, Groszek, Arhelan; ;

  - orders executed abroad:

  • Priority registered letter
  • Priority postal parcel

Order

1. How can I place an order?

Add the selected product to your shopping cart by clicking the "Add to cart" icon. After this step you can continue shopping or finalize your order.

If the "Cart" contains all the products you are interested in, then click the icon "Place order".

Then register/log in or make a purchase without registration. We encourage you to create an account when you place an order to have access to your purchase history.In the next step, enter your shipping data and choose shopping method. Then accept the „general terms and conditions” and click the "Submit order".

The system will redirect you to the payment gateway (Autopay), where you will albe to choose different payment’s methods and pay for your order.

An order confirmation with a tracking number will be sent to your email address.

2. Can I place an order by phone?

It is currently not possible to place an order by phone. 

If you have any questions about your order, please contact with our Customer Service – (+48) 43 842 06 01 – e-mail: sklep@poczta-polska.pl

My account

1. I can't remember my password, what can I do?

Click on "My Account" icon, then when trying to log in, select the "Forgot Password" icon .

Enter the email address you provided during registration.

You will receive an email with a link that will allow you to create a new password.

By following our instructions you will change your password to a new one.

You can find your order history by clicking on the "My account" icon and then the "My orders" tab.

Returns

1. How much time do I have to return the product?

You can return the ordered product without giving any reason within 14 days from the date of receipt of the shipment. 

In the case of a shipment divided into several packages, the return time is calculated from the last shipment.

2. How will I find out that the return has been accepted?

We will send you information about the money return date by e-mail within 14 days after receiving the returned product.

4. To what address to send back the returned goods?

Regardless of the return option, you will receive information on how to prepare the package for return and shipping instructions to the email address provided. 

You will receive a correction invoice and a refund within 14 days from the date we receive the returned product. We will return the funds to the account number from which the order was paid.

5. How to make a return?

Report the return of a product

● by e-mail: sklep@poczta-polska.pl.

Complaints

1. How to make a complaint?

You can file a complaint within two years from the date of delivery of the product.

Make a complaint about the product:

• using the form available in the "Complaints" tab
• by e-mail: sklep@poczta-polska.pl

To report a complaint you need to attach photos ( jpg. pdf format) of the damaged product with a detailed description.

2. How long does it take to process a complaint?

The time limit for processing the complaint is 14 days from receipt. We will inform you of the decision by e-mail.

If the complaint is accepted, we will return the money to the account number from which the payment was made.

Products

1. Why the product, after adding to the cart, is no longer available?

Products added to the cart are not reserved. If a product added to the cart has a status of unavailable, it means that the product has been sold out.