FAQ & consultations
Do you have a question about our online shop, merchandise, brick-and-mortar store or gallery? Don’t feel like reading the entire Terms and Conditions and the Complaints Policy? Then you will probably find the answers below. If not, feel free to contact us at [email protected] or by phone at +420 725 095 636 (during working hours). We will be happy to answer you.
TRANSPORT AND PICK-UP
What transport options do we offer?
- Personal collection in our shop in the centre of Prague (The Design, Havelská 14, Prague 1)
- Delivery point or Z-BOX
- Delivery by carrier to the address
- Czech Post
- Parcel service (delivery to the point of delivery)
- Package to hand (delivery to address)
- Standard package abroad
- Messenger – delivery to address
When will my package arrive if I order today with shipping?
If you order today before 15:00, we will most likely pack and ship the goods tomorrow (next working day). Delivery usually takes place the next working day after dispatch. For example, if you order on Thursday at 2pm, we will dispatch the goods on Friday and delivery will take place on Monday.
If you order the goods with delivery by courier in Prague, you will receive them within 2 hours of dispatch.
How much is the shipping?
For more information on transportation, visit here: Payment & Delivery.
How do I know when the courier will deliver my parcel?
Both Packeta and Czech post inform you by e-mail or SMS. You can also verify your shipment information online once you have the shipment number.
What should I do if the parcel is obviously damaged when I receive it from the courier?
If you see that the parcel is already damaged when you receive it, you have the right to accept the parcel with reservations or not to accept it at all.
What should I do if I find that the contents of the parcel are damaged after unpacking?
Time is of the essence here! The carrier accepts claims within two days of delivery. If your parcel arrives with damaged contents, take photos of the parcel and the goods as soon as possible, how they are packed and how they look unpacked, and send these photos along with a short email to [email protected].
How long will it take me to pick up my package if I order today with personal pickup?
Once we receive your order, we will prepare the package as quickly as possible and once you receive an email that it is ready for personal collection, you can pick it up. It is usually available for pick up the same day.
Where can I pick up my package in person and how do I get there?
The package can be picked up at The Design, Havelská 14, Prague 1, open according to current opening hours. The nearest public transport stops: Můstek, Václavské náměstí, Národní třída.
I can’t pick up my package within a week, what should I do?
No problem, just email us at [email protected] and let us know when you can come to pick up your package. We will extend your reservation.
If I originally chose personal collection but now prefer courier delivery, what should I do?
Please contact us at [email protected] with this request. We will change the status of your shipment (method of delivery) and send you an email with the next steps and our bank account number where the delivery fee (according to tariffs) and possibly the goods if not paid in advance.
What are the opening hours of the brick-and-mortar store?
The opening hours of our shop The Design can be found here. With a few exceptions, we are also open on public holidays. Please check our website, FB and instagram for any special changes in opening hours.
AVAILABILITY OF GOODS
Do you have all the goods in stock?
All products in our online shop have, besides the price, also information about availability . If an item is out of stock and you are really interested, please contact us at [email protected] for further information.
Is it possible to see and test the goods in person?
We offer this opportunity in our shop The Design (Havelská 14, Prague 1). We recommend that you first order the goods for personal pick-up and, after confirming by e-mail that they are ready, come to try them out and see them.
The item is out of stock, how do I find out when it will be available?
We are still working on restocking. If you are seriously interested in an item that is currently unavailable, please contact us at [email protected] and we will provide you with up-to-date information.
PAYMENT
What means of payment can I use?
You can pay by cash or card when you shop in our store. When buying in our shop you have the option to pay by card, Apple Pay, Google Pay, online banking, bank transfer (quick QR code payment) or cash on delivery. If you choose to pay by bank transfer, the payment details will be displayed at the completion of the order and also sent to the email address provided.
Is it possible to pay the carrier by card on delivery?
Yes, supported carriers offer this option.
Is it possible to pay by card at personal pick-up?
Yes, you can pay by card (Visa or MasterCard).
How do I pay when ordering from abroad?
The payment procedure for orders from abroad is the same as in the Czech Republic, the only difference is a higher shipping rate.
RETURN OR EXCHANGE OF GOODS AND COMPLAINTS
Is it possible to return ordered goods?
Yes, you have 14 days by law to decide whether you want to keep or return the goods purchased through the e-shop. If you decide to return the goods and you are not in Prague, just fill in the simple withdrawal form and send it together with the packaged goods and a copy of the invoice to The Design, Havelská 14, 110 00 Prague 1. . Once we have received the returned goods and inspected them, we will refund the corresponding amount within 14 days. The goods must be new, complete, undamaged, without signs of wear and tear and in their original packaging.
Is it possible to exchange the ordered goods for another?
Exchange of goods for another product is possible within 14 days . You must have an invoice and goods that are new, complete, undamaged, without signs of wear and tear and if possible in their original packaging . If you come into The Design store, we can help you with an on-site exchange. If you do not have this option, you can return the item (following the procedure described in the previous question) and then order a new product.
How do I claim goods that have arrived by courier and are incomplete or damaged?
It is important to act quickly! Our delivery company accepts claims within two days of delivery . If your parcel arrives with damaged contents, please immediately photograph the parcel as it is packed and as it looks after unpacking and send these photographs together with a short email to [email protected]. If any items are missing from your parcel, please inform us via the same email.
How do I claim goods that have shown a defect?
You can make a complaint in person at The Design store. If you are not from Prague, fill in the complaint report and send it together with a copy of the invoice and the goods to The Design, Havelská 14, 110 00 Prague 1. The warranty period is 24 months and the invoice also serves as a warranty sheet . The deadline for processing the complaint is 30 days. For more information, see in the terms and conditions and the complaints procedure.
Can you help me repair a product that I have purchased from you that is defective after the warranty period has expired?
Of course, you can contact us at [email protected] and further action will depend on individual agreement, type of defect and other factors. We will endeavour to contact the designer or provide you with his/her contact details.
