Products sent by us are always well secured. However, at the time of the package collection, you should carefully check whether the consignment is not damaged in any way and make sure that the product is intact. Only then the customer may sign the acknowledgment of receipt.

If any damage to the package is found, the customer has the right to refuse to accept it. If, after opening the consignment, it turns out that the product is defective, a damage report should be written in the presence of the courier.

Remember that the courier is obliged to wait until you check the content of the package!

If the defect is found after the courier has left, contact them and ask them to return in order to write the report. The customer has 7 days from the date of the consignment collection to do it. The store should be immediately notified of the damage to the consignment or product and a scan or a photo of the damage report should be sent, which will make the course of the complaint procedure more efficient.

The courier is liable for the product until you sign the acknowledgment of receipt. Therefore, before placing the signature, please inspect the packaging for any damage.

1. In the case of damage to the product and packaging – we recommend resigning from the collection. If you resign from the collection, you:
- should not collect the consignment from the courier, the package will return to the sender that will settle with the carrier,
- should notify Sonel [email protected] of the situation. The execution of the order may be extended by the re-execution of the order.
2. In the case of damage only to the packaging – we recommend the collection with the ‘DAMAGED PACKAGING’ annotation on the acknowledgment of receipt and the waybill.
In the case of visible signs of damage to the packaging, if it cannot be clearly determined whether the product inside the packaging is damaged, it is necessary to:
- Write the Damage Report – couriers are obliged to have its form. If not, please write short information on a paper sheet. Please remember that the courier must sign this document. The Damage Report will definitely speed up the complaint process, so please remember to write it.
- At the place where you confirm the collection of the consignment, please write additionally the following text: DAMAGED PACKAGING.
Make a copy or confirmation of the report preparation confirmed with the courier’s signature and number. The original of the Damage Report is collected by the courier, who submits it to the complaint department of the transport company.
3. In the case when the product is damaged, but the courier has already left – if you find out after unpacking and careful inspection that the product is damaged, you should immediately contact the courier and ask them to return in order to write the report. The customer has 7 days from the date of the consignment collection to do it. The store should be immediately notified of the damage to the consignment or product and a scan or a photo of the damage report should be sent, which will make the course of the complaint procedure more efficient.

Each customer can track their consignment on the courier company website: UPS The consignment number can be found in an e-mail with the confirmation of the package transfer to the courier.

You will check your order status after logging in to your Customer Panel or by contacting us: [email protected]
Check also your e-mail box – we keep you informed about the progress of the order through notifications.

We always attach the invoice to the package with your order.

Please contact the customer service office by e-mail: [email protected]

At each product you can find information about its availability:
- available – a lot in stock
- there are few items left – the last items are in stock
- not available – currently there are no items, but please contact us to check out the date when the product will be available again

The fastest way is to report it to us at: [email protected] and send a complaint form (available for downloading here)

You can file a complaint by sending a complaint form (Download) to the following address: [email protected] You can find more information about the complaint process here.

Please contact our Customer Service Office at: [email protected]

You can find all information about returns here
NOTE! Only consumers are entitled to withdraw from a distance contract. If you have bought our products as a company, you do not have the right to return them.

Yes, we send shipments to all ASEAN countries.

You can find all currently available forms of payment in our store here

All currently available shipping methods together with costs can be found here

We make every effort to send the order as soon as possible. At each product you will find information about the execution time (+ time of delivery by the carrier). We will inform you about the shipment by e-mail.

If the product you are interested in is currently unavailable, please contact the Customer Service Office at: [email protected]
Our consultants will inform you about the expected date when the product will be available again.

Definitely! Each order is packed in top-class materials – thick corrugated cardboard, filler, strong tape.