Help
Below you will find answers to the most common questions about shopping in our store.
How can I check product availability?
Every product page shows its availability:
- Out of stock – temporarily 0 items in stock; if you really need this product, let us know at kontakt@sklep.julianessa.pl or call +48 515 238 216,
- Low stock – the last few items, so don’t wait too long,
- Medium stock – we have at least several items,
- High stock – we have plenty of this product in stock,
- Available to order – we can get this product especially for you; contact us at kontakt@sklep.julianessa.pl or call +48 515 238 216,
- Coming soon – the product will be back in stock soon,
- Discontinued – the product is no longer available in our shop.
How can I check the status of my order?
We will email you about every step of your order. Once you log in to your account, you can also see all the details of your current and past orders: status, contents, addresses and more.
How long will delivery take?
We start processing your order as soon as you place it – or, if you pay by bank transfer, once your payment has reached our account. There is nothing else you need to confirm. We will keep you updated by email.
When your parcel arrives = dispatch time + delivery time
Dispatch time depends on product availability and your payment method. Most international parcels arrive within 2–5 working days after dispatch.
Which countries do you ship to?
We ship from Poznań, Poland, to customers across Europe. In the basket, choose your country and you will see the delivery options available for it.
How much is delivery?
The delivery cost depends on your country. You will see the exact amount in your basket before you pay.
How can I pay for my order?
You choose your payment method when you place your order:
- PayPal,
- debit or credit card through PayPal,
- bank transfer in EUR or USD (payment in advance).
Can I collect my order in person?
Yes. You can collect your order from our office at Pogodna 16, 60-275 Poznań, Poland, Monday to Friday, 9:00–17:00 (CET). There is no delivery charge for personal collection.
What are discount coupons?
In many of our promotions, we offer discount coupons. These are codes you enter in the coupon field in your basket, and the amount to pay is recalculated with the discount.
Please remember that most discount codes are valid for a limited time. Once a code has expired, it no longer gives a discount.
What is the wishlist?
The wishlist is where you can save products you are still thinking about. It is available to logged-in customers only.
If you are not sure about a product and have an account in our shop, log in and add it to your wishlist. Next time you log in, you will find all your saved products there. You can go back to them at any time, move them to your basket or remove them.
Can I get an invoice?
Yes. When placing your order, choose the “company” option in the form with your details and enter your company details and VAT number. If your company is based in another EU country and has a valid EU VAT number (registered in the VIES system), you will receive an invoice with 0% VAT (intra-Community supply). If you want the parcel delivered to a different address, tick “different delivery address” and enter the address the order should be sent to.
The invoice is dated on the day your order is dispatched. This date cannot be changed.
How can I change my order?
You can change your order only until we have finished packing it. Once it has been sent, it can no longer be changed. To change anything (address, adding a product, payment or delivery method), contact us as soon as possible – ideally by phone: +48 515 238 216.
I placed a wrong order. How can I cancel it?
You can cancel your order only until we have finished packing it. Once it has been sent, it can no longer be cancelled. To cancel your order, contact us as soon as possible – ideally by phone: +48 515 238 216.
Where is my parcel?
Once your parcel has been sent, you will receive an email with the tracking number and a link where you can follow your parcel. You will also find this link in your account, in the details of your order.
Do your products come with a guarantee?
We are responsible for making sure the products we sell conform with the contract. How to make a complaint is described on the Returns page. Please keep your proof of purchase (receipt or invoice) – it makes submitting a complaint easier.
I have a problem with a product I ordered. What now?
Before accepting your parcel, check that it has not been damaged in transit. If the packaging is visibly damaged, we recommend refusing the parcel and then contacting us at +48 515 238 216.
Report any complaint about a product bought in our shop directly to us – by email to kontakt@sklep.julianessa.pl or in writing.
Can I return a product?
Yes. You have the right to withdraw from the contract within 14 days without giving any reason. Our return rules and exceptions are described on the Returns page.
Can’t find the answer to your question?
Contact us