We have a usual algorithm of order processing:
1. Order submitting
Everything is like in a usual online shop with the only difference: you don't pay anything during making the order, you only send a request to prepare your order to our warehouse.
Put all the goods you need to the cart and click its icon in the upright corner. Check the list of goods and make corrections if needed.
Fill the form with your details: your full name, company name, e-mail address and phone number. We'll use your e-mail to send the invoice to you, and the phone number will be used by courier during shipping. Use the Comment field if you have any additional requirements. Also, you can use this field to specify your VAT number (only for European companies) – we'll need it to issue an invoice without 21% of VAT. Our site prices don't include VAT.
Choose the way of shipping (pick up, transport company or regular post) and the way of payment (bank transfer or PayPal – in this case we'll add a 5% PayPal fee to your invoice).
Confirm your order. If everything is OK, you'll receive an e-mail with order confirmation.
2. Assembly and coordination
Your request goes to our warehouse where the order is prepared. After everything is checked and ready for shipping (1-2 working days), our manager will contact you and send you a proforma invoice. Please, check your Spam folder if you don't receive an e-mail from us in 2 days: sometimes e-mail services pass messages from unknown address to that folder. If something is not in stock (this may happen if one item is ordered by two customer simultaneously or if stock numbers include sample items or damaged items that are not returned to the factory yet), manager will inform you about it and offer similar products that you can take in place of missing ones.
If nobody contacted you in 1-2 days or if you have any urgent questions, you can contact your region manager at any time by this e-mail:
firstname.lastname@example.org (Europe, Asia, America, Australia, Africa)
email@example.com (Prague and all Czech Republic territory)
firstname.lastname@example.org (Russia and CIS)
Before the payment is made, you can apply any changes and additions to your order and invoice details. When you are satisfied with the result, you can approve the invoice and make the payment in chosen way using our details specified in the document.
3. Payment receiving and shipping
When our accountant confirms that your payment has arrived, your invoice receives the document number and date. From this moment it becomes an official document that can be used for accounting purposes.
We ship the order in 1-2 working days after the payment is received. At the same day the manager sends you the tracking number and the official invoice for your accountant.
In case if you have any questions about your parcel location or if your customs office needs additional information, you can contact your region manager at any time by e-mail that is specified above.
Special orders production
If you need more goods than we have in stock or if you wish to customize designs that we already have, in most cases we can arrange a special order for you. You can make an order at our website as usually with a comment about its special features and then discuss possibility, terms and conditions of this supply. If you wish to order totally new design, simply contact the manager by e-mail.
After you approve prices, production time (usually 1-2 months) and order size with your manager, you'll need to make an advance payment. We start production after 50% prepayment.
When the order is ready, it is delivered to our Czech warehouse together with regular restock (usually, comes every 2 weeks). When special production is ready and delivered to Prague (this part of shipping is made for our own cost), your order is ready for shipping to you. The manager will send you all information about the order status and the invoice with your prepayment deducted and with shipping cost calculated by final sizes and weight of the boxes. After you make the last payment, the invoice will receive number and date, the same as with usual order, and the parcel will depart to you in 1-2 working days. As usually, you'll receive the official invoice and the tracking number by e-mail at the same day.
Special orders for Russia shipping are even more simple: when production is finished, you pay 50% left plus the shipping cost, and we ship your order.
All questions that arrive before order, during order or after the order is made can be sent to your region manager by e-mail at any time.