It is very easy to place an order on our website, just make some steps: 1) Choose the product you wish to purchase and add it to the cart. 2) Click on the cart icon right on the page 3) If you are ready for checkout, press the button “Buy” right on the page. If you are a new customer press button “ok” and start to fill all necessary payment and shipping information. On the right side you will be able to see all items, VAT cost and the total cost of your order. 4) Do not forget to put the “tick mark” near the purchase conditions. Press the button “Buy” After your order is completed, you will get the confirmation email to the email address provided. Please, review your order summary to assure that all information is correct. Our manager will connect you to confirm all details of your purchase as soon as possible.
2. Can I place an order by phone?Yes, you can call us by phone number according to the Contact information on our website and place an order together with our manager.
3. Can I make a purchase without registration?If you are going to make an order for the first time you need to choose the “New customer” in your chart after pressing button “Buy”. After that, fill all necessary information for shipping your order. Next time for the purchase just choose the “Returning Customer” and enter your login and password.
4. Can I add to or change an existing order?After order placement our manager will contact you to confirm all details of your purchase. If you need to make some changes, please inform manager about it. But, if your order has already been confirmed and you received the invoice for payment – unfortunately it is impossible to make any changes.
5. Can I cancel my order?If an order is cancelled before ready your products, then we take minimum 30% of cancellation fee of the total invoice value. The charges can be higher depending on the costs in each individual situation. If a cancellation is made after the delivery date has been set, 50% from the prepayment will be paid back directly (after the deduction of the cancellation fee) and the rest when the goods are sold to a third party within a maximum of 8 weeks after the arrival of the goods. Customized orders cannot be cancelled during this period. Orders from the factory cannot be cancelled. Clients, who refuse to pay the remainder of the invoice cannot claim any refund from the prepayment.
An initial prepayment 50% of the total invoice. After production, we send photos of finished products to a client for his checking. After approval of the pictures, remaining 50% of the invoice should be paid and the order will be shipped to the confirmed address. The total invoice you can get from our manager by email.
7. What kinds of payment do you accept?We offer several payment methods for online transactions: - Visa - MasterCard - IDEAL - Bank Transfers
8. Can I pay by cash?We do not accept checks or payment by cash.
9. Does the price include the delivery costs and VAT?Delivery cost and VAT are not included in the price of items. VAT will be calculated in accordance with your countries requirements and added to your invoice unless you: - Pay into a foreign account within the EU - Supply a VAT number valid for intra-EU exchanges If the client is not from Ukraine, export documents and import taxes must be provided by the customer before the items can be shipped.
The delivery time takes approximately 3-5 weeks. Everything depends on the product that our manufactures need to produce: its size, color, texture, style etc, and on client's country .
11. What kind of shipping do you have?We deliver items by road transport to the client’s front door.
12. How can I be informed about day of the delivery?Our manager will contact you a few days in advance and inform you about delivery day. So, you should be ready for getting purchase in agreed day.
13. Is it possible to change the delivery date?If you need to change the date of order receiving, please contact us and inform about it.
14. How much does the delivery cost?The delivery cost depends on several factors including the number of goods you are purchasing, the weight and size of your parcel and destination country. All information will be included in your invoice.
15. How can I pay the delivery cost?We have few variants for payment of delivery cost: 1) The delivery cost will be included into the invoice that you will get for payment after order placement; 2) You can personally pay for delivery directly to the courier company at the moment of order receiving; 3) You also can take your goods by yourself in our stock without payment Delivery Company.
16. How much duties or charges should I pay?All customs fees are paid by customer. Duties (or custom fees) are set by the destination country’s customs authorities and are based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Border free supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order during the International Checkout process.
17. How my items will be packed?All products we sent in special boxes which prevent all kind of damages, so you can be assure that ordered goods will arrive to you safely and in good condition.
We do not provide return and exchange process, because products that you have bought were made according to your characteristics (size, texture, material etc). If something wrong with an item that you received, please inform us for solving this situation.
19. I have got damaged goods / I’m missing some parts of an item what I need to do?We pay a lot of attention for shipping items in perfect condition. But, if you have some problem with a product, connect us and provide the photo as the proof of damage within 14 days from the day of delivery. After checking we can send the replacement items or it's parts to your address. The additional delivery costs will be paid by client.
Sure, our main focus is quality, so all our products have 1 year warranty. We work only with the experienced and reliable manufacturers, that’s why you can be assure that ordered products will serve you for a long time. But if some problem has happened, you need to send the photo with completed warranty form by email. We will be glad to assist you and after checking a new product will be sent to your address.
We are an online retailer and do not have the local stores where you can see all products. All products you can see on our website and if you have questions – contact our customer service.
22. I forgot my password, what should I do?In case, that you have forgot your password, please press “Forgot your password” and then enter your email address for getting new pass.
23. Why not all items have a size or other description?We cooperate with great manufacturers and offer a wide range of indoor and outdoor items which are not in stock. The size, color, shape and other characteristics of desired products can be individually produced for you.
24. How can I connect you?You can always be in touch with us by phone, chat and email according to the Contact information on our website. We work from Monday till Friday (from 9 am to 6 pm)
