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  • FAQ

FAQ

Within how many days can I return my order?

The order can be returned within 14 days of receipt.

How much will I pay for the delivery?

Shipping costs are calculated automatically for each order and depend on the weight and volume of the products. Some products, due to their dimensions or characteristics, require that they be shipped in a separate package. The prices of the individual freight forwarders can be found under “Shipping costs.” The total cost of shipping your order can be found in the shopping cart before you accept your order.

How long do I have to wait for the order?

The waiting time for an order depends on many factors: First, check the availability of the goods, if they are not in our warehouse, the waiting time will be displayed on the product page. The other factors are the processing time of the order in our company (usually 1 working day) and the delivery time by courier, depending on the chosen carrier.

How can I place an order?

  1. Add to cart the products you are interested in
  2. Click on “Complete order”
  3. If you have a customer account, log in with your password or social profile. If you don’t have an account, you can either open an account or continue as a guest.
  4. Fill in the delivery address of the ordered products or select an address from the list and select the shipping method.
  5. Select whether you need an invoice or a receipt (for international orders, we issue only invoices)
  6. Select the payment method for your order
  7. Click on “I confirm the order with payment obligation””
  8. Make the payment for your order

How can I pay for the order?

In our shop you can pay by bank transfer to your account, make a fast online payment via the payment systems PayPal or PayU or choose cash on delivery. Instalment payments with the PayU service are also possible (payments methods may be limited depending on the delivery address).

I have a discount code. How can I use it?

You can find all available discount codes in the shopping cart, just click on them or insert them into the appropriate field. If you have a unique discount code, you can use it in your shopping cart while confirming your order. Remember to click “OK” after entering the code to convert the prices of the products in your shopping cart. After confirming the order it is not possible to recalculate the prices.

Will ordered goods be delivered to me safely?

We strive to ensure that the parcels we send are protected in the best possible way. For this purpose, we use heat-sealed plastic bags , bubble films, ecological fillings made from cut cardboard boxes or polystyrene. If you order larger quantities of frigile goods, it is sometimes worth to ship on a pallet – this reduces the risk of mechanical damage during transport.

Why does the shipping cost is higher then estiamted by the shipping weight?

Shipping costs are calculated automatically for each order and depend on the weight and volume of the products. Some products, due to their dimensions or characteristics, require that they be shipped in a separate package. However, if you are of the opinion that the shipping costs are being miscalculated, please contact our customer service team to clarify the situation.

I want my order to be delivered to different address then the invoice. How can I do it?

When placing an order, you can add an additional address (beside the billing address) and specify the address to which the order should be shipped.

Do I have to set up customer's account in the shop to place an order?

To order in our shop, you do not need to have a customer account, but you will not be able to view the history of previous orders or use special discounts only for returning customers. If you have placed an order in our shop as a guest and would like to become our regular customer, please contact our shop support to change your account type.

Can I get a discount for my order?

Yes, we offer an attractive discount system for our regular customers. Simply create an account in our shop to enjoy special prices. From time to time there are also exceptional promotions for special products, so it is worth following our newsletter and social media. Also check our OUTLET.

I have placed an order but forgot to add some products. What can I do to avoid paying for the shipping costs twice?

Who ever happened to forget to buy something when they left the store? Online shopping is no exception! If your order is still not processed, place another order for the products you forgot and select personal collection. In the notes on the order you write which orders we should link together. As soon as we are able to pack both orders in one package, we will ship both orders in full and you will receive a joint completion document. However, if you encounter any difficulties, our advisors will contact you immediately.

I forgot my password. What can I do?

Just click "Forgot password?" in the login menu. The system will ask you to enter the email address you used to register and send you a randomly generated password to regain access to your account. You can then change your password at any time under MY PERSONAL DATA in your customer profile.

I don't remember my login to the account. How can you help?

If you have forgotten the login that was used for your customer account and you have an individualized quote, please contact our customer service.

Can I modify my order?

If your order has not been shipped, we can change it at any time. Simply log in to the Customer Account, go to the “My Orders” tab, select the order you want to change and describe the modifications in the notes. You can also contact or call our customer service through the contact page on the main page.

How do we process personal data?

The exact policy on the processing of personal data can be found under the GDPR tab.

I received not my order. What should I do?

If you have received a wrong product, we are very sorry! Unfortunately, we are just people and mistakes happen to everyone. Inform us immediately via the contact form and we will review our storage system and monitoring in order to clarify the situation as quickly as possible and draw conclusions for the future!

What hours does the customer service work?

Our company works from Monday to Friday from 7:00 a.m. to 3:00 p.m.

What do I do if a parcel arrives damaged?

We always try our best to protect our shipments. We use heat-sealed films, eco-friendly fillers, polystyrene, but the carton is only carton and we are unable to protect the parcels from mechanical damage that occurs during transport in the courier network. However, if this happened to you and you see any external damage to the parcel during delivery, please refuse the courier to accept it. If you have noticed the damage to the goods only after opening the parcel, it is advisable to ask the courier to write a damage report (you should do so within 7 days of delivery of the parcel).

If you have a damage report with the courier, if you report a damage to the parcel, it will help us to clarify the responsibility for destroying your parcel with the courier company and to speed up the complaint, so that you will receive the full goods faster. Remember that filling out the protocol is the duty of the courier, which results directly from Polish law, and it will help us to claim on your behalf the damage to your property with the courier service.

I want to return my order. How can I do it?

  1. Log in to your account
  2. Go to: My Account -> My Orders
  3. Select the order you want to return by clicking on “Details.”
  4. Mark the returned products and enter the reason for the return in the “Return” tab. If you do not want to give a reason, enter “Consumer Return” and confirm the return.
  5. You will be redirected to the “My Refunds” tab, where you can view the status of previous returns.
  6. As soon as your return has been approved by our staff, you will be notified by email and the status of your return will change. You will receive a return form, which you must print out and attach to the parcel.
  7. You will be informed about the next steps by our consultants."

I have returned the goods, when will I get my money back?

If the return has been proceed according to Returns procedure described in FAQ and the goods have been delivered to our warehouse, the return will be effected immediately after checking the condition of the goods, but at the latest within 14 days. If you are unable to see under “My Returns” that the parcel has been received by us, please contact our customer service immediately using the contact form on the website.

The courier couldn’t find me at home. The package was sent back to the sender. What can I do to receive my order again?

If the goods are returning to our warehouse, it is unfortunately not possible for us to “take back” the consignment. It must come back to us and be verified by the warehouses so that the customer service can re-deliver the shipment. However, if you are in urgent need of materials, you can re-order an identical order by clicking on “Order again” on the My Orders tab and returning your previous order. Please note that not all products can be returned by the consumer, this applies in particular to personalized and customized products – e.g. paints, sprays.

Why does the color of my car differ from the color I get?

Our paint offer is exclusively aimed at full car painting – due to the differences in the colour of the vehicles leaving the factory, the paint technology, the subsequent colour changes due to the weather conditions in the vehicle’s area of operation or even the insolation, the colour on your vehicle may vary to a different extent from the basic version. Without having an car panel in hand to match the color, we cannot choose the variant that is closest to the right color.

I have already ordered a paint from your shop, what can I do to get the same shade?

If you have already ordered a paint from us and the car will be repainted, or if you do not have any more paint and want to buy the missing quantity, remember to add in the order notes the order number that is written on the sticker with the barcode on the paint can. This allows us to decode which system and which colour variant was chosen in the previous order. Sometimes, however, recipes are edited by the manufacturer or certain components are recalled by the manufacturer – in which case our consultants will contact you to find the optimal solution for your situation.

Where can I check the color code of my car?

The colour code is best read from the vehicle’s nameplate (the exact location depends on the manufacturer and the model – please read the guide on our website or contact the dealership to find it). If you are unable to read the color code from the blackboard, please send us a photo. The colour code is also coded in the vehicle’s VIN number, unfortunately this numbering is coded and cannot always be decoded with the usual tools. It is also possible to check which colors were used by the car manufacturers in certain years – just give us the make and model of the vehicle, the year of manufacture of the car and the type of color (eg blue metallic). Unfortunately this way we can not be sure what color is on your car, but often we can check the color code easily. If you have difficulty identifying, please contact our customer service team – our consultants will help you identify the right color.

Are your paints suitable for car paints?

In our offer you will find conventional paints – solvent paints with which cars were painted before the introduction of the emission standards for VOCs. According to current legislation, only water-based paints may be used for the painting of cars.  Our products are only used in coating systems, for painting plastics, metals and for filling aerosols.

I have problems with painting your products. What can I do?

If you have encountered paint defects while using our products, please contact us as soon as you notice them. Describe the situations precisely, add photos, show the entire technological process – from surface preparation to completion of the painting process, replace the products used. Our consultants will analyse the situation to help you solve your problem so that the end result of the work is pleasing.

Is it possible to adjust the color to the painted element?

In our company we have qualified color specialists who are supported with professional tools for measuring and computer correction of the selected color. However, in order to choose the most suitable shade of color, we need to have a piece of the repaired car, prefarebly damaged or next-to damaged element. For details, please contact our customer service.

What is the difference between 1K and 2K paint?

1K or single-component paints are paints that do not require an additive hardener, only mixed with thinner, which then evaporates. This varnish should be coated with clear coat to protect the surface from external influences, mechanical damage, etc. Two-component coatings are mixed with hardener (and thinner according to TDS) and do not require a clear coat.