Payment
How can I pay for the order?
After completing your order, you will be automatically redirected to the payment page of the processing bank, where you will enter your card details (name, card number, expiry date, CVC2/CVV2 code). You enter your details directly on the subpage, and we do not come into contact with your payment card details at all.
If you have any questions, please do not hesitate to contact us.
How do I know if you have received my payment?
Once we get your payment, we will inform you about the receipt of the payment through a confirmation email.
I was unable to complete the online payment. What should I do?
If you attempted to pay for your order with a credit card but the payment was not accepted, please contact us. We will provide you with information for another attempt to pay online.
Transport and Delivery of Goods
How much does delivery of the order cost?
In case of purchasing goods delivered within the Slovak Republic valued at more than 99 EUR, the delivery cost is free.
In case of purchasing goods delivered within the Czech Republic valued at more than 199 EUR, the delivery cost is free.
If your order is less than 99 EUR within the SR and 199 EUR within the CR or your order is outside of these countries, the delivery of goods is subject to a fee. The delivery cost will be added to your order based on the current price list.
What are the courier delivery fees?
“The delivery fee for each order within the Slovak Republic is 4 EUR.
The delivery fee for each order within the Czech Republic is 7 EUR.
The delivery fee for each separate order to other countries depends on the specific country to which the seller is sending the goods, and this fee is included in the total price of the goods.”
How quickly do you deliver goods?
“We typically dispatch shipments within 48 hours, so if you choose courier delivery, you can expect to receive the goods within a maximum of 7 days from the dispatch of the order. In unforeseen circumstances not caused by the seller, the delivery time may be extended. In such a case, we will notify you by email or phone about the change in the delivery time of the ordered goods.”
I want to change the delivery address for my order. What should I do?
If you wish to change the delivery address, please notify us of this change as soon as possible.
My shipment has been dispatched, but it still hasn’t arrived. What should I do now?
The estimated delivery time is approximately within 7 business days from dispatch – meaning from the handover of the shipment to the courier service. If your package has not been delivered by the sixth day of dispatch, please contact us, and our customer center will check the whereabouts of the parcel. You can reach us at:
The courier arrived with the shipment, but I wasn’t home. What should I do?
The courier will attempt delivery to the specified address two more times. This option is guaranteed by the service through which we deliver our shipments. Of course, this is not associated with any additional fees. If you encounter any issues with receiving the goods, do not hesitate to contact us.
What if the package is damaged during transit?
If the package raises concerns, such as if the packaging is damaged, please refuse to accept the delivery and inform us of the situation. We will make every effort to send a replacement item as quickly as possible or refund the amount paid.
Order
How do I place an order?
Can I order goods to a different address than the one I have listed in My Account?
Of course. We can send the order to any other address; just check the box “Ship to a different address”.
I made a mistake in the order. Can I change its content?
Of course. Contact us, and we will be happy to assist you.
How can I cancel the order?
If you’ve changed your mind about your purchase on Grebnesor.sk and your order hasn’t been dispatched yet, you can cancel any item in the order or cancel the entire order. Just inform us.
What is the direct contact for the customer center?
If you have any questions regarding a planned or already realized order, or any other cooperation, you can contact us:
What should I do if the wrong item was delivered or if an item is missing from my order?
If you receive an item that you did not order or if any item is missing, please don’t hesitate to contact us.
For faster assistance, please have your order number ready.
Return of goods
How can I return goods?
The buyer is required to return the goods back no later than 14 days from the date of withdrawal from the contract. The withdrawal can be made either via email address at info@grebnesor.eu or by calling +421 903 622 752. Withdrawal can only be processed through the Return Form. You can access the Return Form by clicking on this link: Return Form.
The goods need to be returned to the seller’s address.
Grebnesor store
Address: J. Vuruma 144, Žilina, 01001
When withdrawing from the contract, the buyer is responsible for the cost of returning the goods to the seller. Please note that we do not refund the shipping costs if the buyer orders multiple items or different types of goods and then returns only part of the purchased items as part of the “withdrawal from the contract.”
The goods should be returned in their standard packaging (courier envelope), complete, and undamaged. We recommend trying on the items only in a home environment to ensure they show no signs of external wear when returned.
What is the procedure for returning goods “Withdrawal from the contract”?
The buyer must submit the relevant invoice for the goods, or a copy of it, along with the withdrawal from the contract, and provide an IBAN account number where the seller will transfer the refund to the buyer.
If you have any questions regarding the planned or already completed return, please do not hesitate to contact us.
How will you refund me for the order?
In the return form, please provide the account number to which we will refund the money for your order.
How do I check the status of my return?
You will be informed about the progress of your return via email.
How long does it take to process the return?
Payment refund takes 5-14 days in accordance with applicable legal regulations.
Complaint of goods
How long do I have to wait for the complaint to be processed?
Complaints are processed within a maximum of 30 days from the date of receiving the complained product.
Until when can I file a complaint about the product?
For all products purchased in the store, the conditions allow you to claim a product warranty due to non-conformity with the contract within 2 years from the date of purchase.
How do I claim the goods?
In case of a complaint, the buyer should send claimed goods to the seller’s address: Grebnesor Store, J. Vuruma 144, Žilina, 01001.
The package must be properly packed and should include: the claimed goods along with accessories, a copy of the invoice, a description of the defect, and the buyer’s contact details – return address, phone number, and email.
The returned product is sent at the buyer’s own expense and responsibility. Therefore, choose a secure method of delivery, such as using courier services or sending the package with proof of dispatch.
The complaint does not apply:
The warranty does not apply to damage to the goods caused by:
Product exchange
Is it possible to exchange the product?
The exchange of goods is possible only if it involves the same type of merchandise in a different color, size, or another type of merchandise at the same price. Buyers need to verify the availability of the desired merchandise directly on our website at www.grebnesor.sk. If the requested type of merchandise is available, the buyer can create an order and include the note “exchange of goods – e.g., color.”
The original merchandise must be returned to the seller’s correspondence address, and the invoice should indicate “exchange of goods” along with the new order number created by the customer. After receiving the original merchandise at the seller’s address, the new merchandise will be sent to the buyer.
Exchange of goods is not possible if it involves a different type of merchandise that is priced differently from the original order. In such cases, the buyer can create a new order, and the merchandise will be sent to the customer as a new order.
If you have any questions regarding planned or completed merchandise exchanges, feel free to contact us: