www.stoklasa-eu.com
Haberdashery Stoklasa - wholesale
Záhumenni 22, 747 21 Kravaře
tel: 553 677 777, email: eshop@stoklasa-eu.com

Frequently Asked Questions

 

Registration

Merchandise

Placing an order

Payment

Delivery

Complaints and exchange of goods


Registration and login

  • Can I make a purchase without registering?

Registration is not necessary for retail customers to make a purchase in our e-shop, but it comes with a number of benefits. For customers with business ID or VAT number registration is required.

 

registration

 

  • What are the benefits of registration?

Registered customer has these benefits:
- an overview of all orders
- contact information are saved, no need to fill them out with each order
- ability to add products to favourites
- an overview of new discounts and special offers since last log-in
- loyalty program for wholesale customers
To all unregistered customers are displayed retail prices for end customers (if you have business license or ID, you must log in or register. Later changes on invoices are not possible.

  • How to register?

Simply click on the link "Create an user account" in the top right corner, enter the required information such as e-mail, password, and contact information. After entering all the necessary data, click on the "Register" button and registration is complete. (If you're shopping for schools, nursery schools, kindergartens, organizations and government institutions, businesses etc., you must register under the identification number of the given subject.)

  • What if I forget my log-in information?

If you forgot your password, perform the following steps:
From the Login homepage, click "Send Temporary Password". An email will be sent to your email address on file with a temporary password. This password will be valid for the next 24 hours. During this time you need to change the account password.

  • Can I change my registration from retail to wholesale customer?

If you are a registered as a retail customer and need to change to a wholesale customer account, please create a new account with a new email. 

  • How can I subscribe to a newsletter?

For a newsletter subscription click on the corresponding link on either the homepage, at registrationor during placing an order.

  • Why should I subscribe to a newsletter?

Once you subscribe to our newsletter we will keep you up to date with important information about discounted items, special promotions, new products etc.

Merchandise

  • How do I check the availability of items?

Availability of certain product can be seen under the product code. You can see how many pieces of that product is currently in stock in all colour options.

pcs in stock

  • How do I check the availability of out of stock items?

This information can be found directly under the product name. If you want to be notified when the sold out item will be available you can set up a watchdog. Watchdog function can only be set on the entire card product, it can not be applied to individual specifications.

 

If your desired color is currently unavailable, the approx. date of re-stocking will be displayed directly next to the colour.

sold out variation

  • Where can I see the weight of an item?

Information about the weight of items can be found in the shopping cart. Total weight of the completed order is also shown in the details of the order (under the heading "Invoice to order").

  • Where can I write a query or comment for a product?

If you have a question about certain product, you can write your question directly on the site. The possibility of adding a query on this product can be found under "Customer inquiries" at the bottom of the site.

Customer inquiries

  • Is it possible to look at the goods somewhere in person?

We have a wholesale zone where customers can check out some items. More information HERE.

  • What is "Bonus"?

Bonus is a discounted item, with every order our customers can add an unlimited number of Bonus items.


Placing an order

  • How do I place an order?

If you orientation in our e-shop is difficult, see our shopping quide.

  • Can I order products by phone or via e-mail?

We accept online orders only. If you need an assistance with your order, please contact the customer service representative of your country

  • Do you sell only to wholesalers and contractors, or can I make a purchase as a private person?

In our e-shop can order both wholesale and retail customers. Customers with business ID can benefit from the loyalty programs, but we are also trying to meet needs for our retail customers. For most goods we offer several options of packages (e.g. per 1 pc, 10 pcs or 100 pcs). Better prices per one piece are when buying largest package.

  • How do I check the status of my order?

You will see the status of your order by logging into your Stoklasa account. Here you can easily find out at what stage is your order.We will also inform you about the status of your order by e-mail.

  • I have purchased an item previously, but now I can not find it, what now?

Visit "My Account" in order history, choose the detail of order and find the previously ordered item and click the link from there.

  • Can I start shopping from my last basket?

Items will remain in your shopping basket until you either complete the order, delete the items in basket or clear your browser cookies.

  • Is it possible to add items to my order?

In connection with the newly introduced law in the Czech Republic concerning electronic record of cash sales of goods and services (in English: e-sales, Czech abbreviation: EET), which is valid for our company since March 1st, 2017 we can no longer add items to orders that are paid with card, PayPal and PayU. Simultaneously separate orders paid with these methods can not be combined, because original price of the order can not be increased.

If selected method of payment is bank transfer, then items can be added to order only if order is in status "new" or "accepted".

  • How do I cancel placed order?

If the order was not sent yet, it can be canceled. To cancel an order email the manager of your country or send your request to eshop@stoklasa-eu.com.

 

Payment

  • Can I change the method of payment when order is in preparation?

Yes, but only if there is a pending transaction and status of order is new, accepted, in preparation, reservation, waiting for completion. After that, the payment method can not be changed.

  • What are the payment methods?

Methods of payment according to the delivery country can be found here.

  • I want to pay via bank transfer, where can I find the necessary data?

After we prepare your order, we will issue an invoice and email it to you. Invoice is usually issued within two business days after placing an order. On the invoice you will find all the data necessary to make a transfer.

  • What is the deadline for sending a payment?

We expect your payment within five working days after sending an invoice. If we don't receive payment within this time frame we will contact you and remind you that payment is due. In the event that we are unable to contact you, the order will be canceled.

If you need a longer period for sending a payment, please add this information to the note of your order.

  • Can I pick up my order in a local retail store and pay there?

Customers living in the Czech Republic can pick up orders over 200 CZK without VAT in any of our retail stores. You can pay directly there with either card or cash (+handling fee 20 CZK).

  • Can someone else pick up my order?

Yes, it is possible. The person who will pick up your order, must know the order number and exact name as written on invoice.

 

Delivery

  • What is the delivery time?

Orders are dispatched as soon as possible, usually within two working days. In case of delay you will be informed. Once the package is handed over to the carrier, you can then track it directly at the carrier site.

  • Where can I found tracking number to order?

After delivery company picks up your package we will e-mail you the tracking number and you can track the shipment directly on the website of the carrier. This number can be also found in the details of your latest order in your Stoklasa account.

  • What should I do, if I was unable to accept the delivery and it was sent back to the sender?

Please contact customer service representative of your country and we will discuss the next step.

  • To what countries do you deliver to?

For the current list of countries where we deliver see below. The method of delivery and payment here.

Aland Islands (Finland), Australia, Belarus, Belgium, Bulgaria, Campione d 'Italia (Italy), Ceuta (Spain), Czech Republic, Denmark, Estonia, Finland, France, Croatia, Indonesia, Iceland, Ireland, Israel, Italy, Canada Canary Islands (Spain), Kazakhstan, Cyprus, Liechtenstein, Lithuania, Livigno (Italy), Latvia, Luxembourg, Hungary, Malta, Melilla (Spain), Germany, the Netherlands, Channel Islands (UK), Norway, the Island of Helgoland (Germany ), Poland, Portugal, Romania, Russia, Greece, Singapore, Slovakia, Slovenia, United States, Serbia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom.

  • My order was not delivered, what should I do?

If the tracking of your shipment shows that the package did not change location for several days, contact the carrier directly.

If you did not receive tracking number to your order, first check the details of your order (the tracking number is saved with each order), if its not there, contact our customer service or send email to eshop@stoklasa-eu.com

  • What should I do if the shipment is delivered damaged?

Check every shipment properly as soon as it is delivered. If you notice damage on the package, file a claim directly with the carrier.

If you notice damage to goods after opening the package, please contact our customer service.

  • Can I pick up my order in a local retail store?

Orders over 200 CZK without VAT can be picked up at any of our retail stores. You can pay directly there with either card or cash (+handling fee 20 CZK).

  • When picking up my order in retail store, can I open it and check the content before I pay for it?

If you choose to pick up your order in local retail store, then the store serves o n l y as a distribution point. After payment is made you will receive the package. If you need to return items or file a claim, it is necessary to follow our terms&conditions. Our employees in retail stores can not help you in these situations.

  • My package is on its way, but I will be not present at the delivery address on the expected delivery day, what now?

Contact the carrier with a request to change the date (or place) of delivery.

  • How do I find out if my order was dispatched?

Information about order dispatch will be sent to the email address entered in the order. After handing over the package to the shipping company we will e-mail you a tracking number. Tracking number will be also saved in the details of each order.

  • It is possible to deliver goods to other than the billing address?

Yes, it is possible. VAT is then calculated according to the country of delivery.

 

Complaints and exchange of goods

  • How do I return an item or file a complaint?

In the case of a complaint, please follow the instruction here.

More information about specific situations can be find in our terms&conditions, see "Returns and Complains".

  • How do I exchange an item?

Contact the customer service representative of your country.

  • What should I do if an item I received is defective, incorrectly delivered or it is missing?

In case of complaint, please follow the information contained here. Complaint department can be contacted via e-mail lenka.scheffczikova@stoklasa.cz or contact directly the manager of your country.

  • How can I properly use my statutory right to return goods purchased on the Internet?

Please see our terms&conditions section „Withdrawal from the Purchase Contract“.

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According to the law of registration of sales the seller is obliged to issue a receipt to the buyer. Seller is also obliged to register received revenue at Financial Authority online; in case of technical failure this must be done within 48 hours.

© Stoklasa textilní galanterie s.r.o. 2017.
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