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F.A.Q.

Payment

Q. How can I effect the payment?
A. For the time being the following options are available on our site:
- PayPal - our prefered method of payment. You will be prompted for this option during the checkout process
- collect on delivery - only for Bulgaria with shipping option Econt Express
- cash - only if the buyer can collect the item(s) in Sofia
- Scrill.
 
Please check regularly our "News" in this respect.


Shipment

Q. Where my items will be shipped from?
A. All items are stocked in Sofia, Bulgaria

Q. How long it will take to receive my items?
A. Usually we ship the new orders within 2-3 business days from the day of payment. As a rule all shipmnts are effected with registered (air)mail. Usually it takes from Bulgaria to any European country about 8-15 days, To countries outside Europe - about 18-30 days.

We can send your items by courrier service as well (EMS, DHL, UPS ot other), but it is much more expensive. That's why we didn't include this shipping option as a standard one, but at your request we can do it.

Q. How much is the shipping cost for combined orders?
A. YOu will see the estimated cost during the check out. You can alwyas change your mind if  you consider the shipping cost too high. As a rule the shipping cost of up to 2-4 items is the same as for on item. 

Q. How can I track my parcel?
A. For some countries the on-line tracking is possible. We have inlcuded the respective links in this page: Tracking. Unfortunately there are only a few countries included, we don't know the respective websites of the other countries' postal services. Any help and information from your side in this respect would be highly appreciated. 

Claims

Q. What about if I receive an item different from the one I ordered, not as described or damaged during the transportation?
A. We are dedicated to give you our best service and are always ready to compensate you in such a case. We pack our items very carefully in order not to be damaged or distroyed during the long journey, but it may happen anyway. Although we are checking multiple times the items before shipment we are human beings and like anyone else we can make mistakes.

We can offer you different solutions: replacement of your item if possible, or full refund if it is our fault. In such a case please send us your request by the folowing form.

Q. What about if the parcel is lost by the postal services?
A. It is almost impossible if the parcel is sent by the express courrier service (DHL, TNT, EMS, UPS ot other). But unfortunately it may happen if sent by regular postal service.

In such a case please contact us and if you don't get the parcel until 35 days from the day of shipment we shall refund you the amount you paid for the order less the shipping cost. We shall deposit an official claim in our post office to track the parcel. Unofrtunately it takes quite a long time, sometimes a couple of months, but in any case we shall keep you informed about the result.

In the same time we rely on you that if you receive the parcel later on you will inform us and will repay your order.

Other

 If you have other questions please don't hesitate to contact us.

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