Shipping and payment.
We make each relief custom-made after you place your order. On this page, you'll find information on how to pay for your order, when we'll ship it, and how it will be delivered to you.
Shipping
Who delivers
We ship with Packeta (Zásilkovna). At checkout you choose how you want to receive your parcel:
Delivery option | How it works |
|---|---|
Packeta pickup point | Choose a pickup point that suits you on the map at checkout. When the parcel arrives, Packeta sends you a text message and an e-mail with a pickup code. |
Z-BOX | A self-service parcel box available 24/7, chosen on the same map as pickup points. Z-BOX is offered only for parcels that fit the box — for larger models the map does not show it. |
Home delivery | A courier delivers the parcel to your home or office and contacts you by e-mail or text message before delivery. |
How much shipping costs
For models, packaging and shipping are included in the price. In the order summary they appear as a separate Packaging and delivery line, so you can see exactly what the price is made of. When you order several pieces of the same model, shipping is charged only once.
For printed gift vouchers, the shipping price is shown when you choose the finish and in the order summary. PDF vouchers are sent by e-mail and there is no shipping charge.
Where we deliver
We deliver to the Czech Republic, Slovakia, Poland, Germany and Austria. You choose the delivery country at checkout. The pickup points and delivery options on offer may differ by country.
When we ship
Models are made after your payment arrives. Production usually takes 10–14 days: we print each piece, let it cure, engrave it, assemble it and check it.
Printed vouchers are produced and shipped after payment. PDF vouchers are sent by e-mail right after payment, or to the recipient on the day you choose.
After dispatch, delivery usually takes 1–3 business days within the Czech Republic and Slovakia, slightly longer to other countries.
How to track your parcel
As soon as we hand the parcel over to Packeta, we send you an e-mail with the parcel number and a tracking link. You can also follow your order and parcel on the order tracking page (the link is in your confirmation e-mail) and, if you are signed in, in your account.
Picking up at a pickup point
Your parcel usually waits for you at the pickup point or Z-BOX for 7 days; Packeta states the exact storage period in its arrival message. If you do not collect the parcel, it is returned to us — write to us and we will arrange to send it again.
Packaging
We pack every model so that it travels safely. The relief and the base are protected in the box against knocks and movement, and we avoid plastic wherever we can.
If the parcel arrives damaged
Inspect the parcel when you receive it. Report any visible damage to the packaging right at the pickup point or to the courier.
Write to us as soon as possible from the order tracking page (Conversation with the workshop) and attach photos of the product and the packaging.
Product defects are covered by the statutory warranty. We handle complaints within the time limits set by law and will always agree with you on a repair or replacement.
Payment
How to pay
You pay in advance by bank transfer. After you submit your order, we show you and send you by e-mail:
a QR code for quick payment in your mobile banking app,
the account number, the amount and the variable symbol (payment reference) we use to match your payment to the order.
The payment details are also on the order tracking page.
Payment due date
Please pay within 7 days. For limited edition pieces, the reservation is held only until the due date; unpaid orders are cancelled after the due date and the piece is released to other customers.
Payment confirmation
As soon as we match your payment to the order, we send you an e-mail and the order status changes to Paid. This usually happens within one business day of the money reaching our account. Production starts only after we receive the payment.
Gift vouchers and discount codes
Redeem a gift voucher in the cart in the Gift voucher field. If the voucher balance does not cover the full price, you pay the rest by bank transfer. Vouchers can be used when paying in Czech crowns.
Enter a discount code in the cart as well. The discount does not apply to shipping, and a code may have its own limits (expiry, number of uses, first order only).
A gift voucher cannot be paid for with another voucher, and discount codes do not apply to gift vouchers.
Other payment methods
Card payments are coming soon.
We do not offer cash on delivery — every model is made to order, so production starts only after payment.
Currency and VAT
Prices are in Czech crowns (CZK). We are not a VAT payer; the prices shown are final.
Receipt
We send you the receipt for your order by e-mail.
Cancelling an order and refunds
You can cancel your order until production starts — in your account or with a message from the order tracking page. Once production has started, cancellation is governed by our terms and conditions, because the product is already being made to your specification.
We refund the amount paid to the account you paid from. Any part paid with a gift voucher is returned to the voucher; vouchers cannot be exchanged for cash.
Products made to order according to your specification cannot be returned within the 14-day withdrawal period. Your rights in case of a defective product (complaints) are not affected. You will find the details in our terms and conditions.
Questions about shipping or payment? Write to us — for an existing order, the quickest way is from the order tracking page.