FREQUENTLY ASKED QUESTIONS (FAQ)
ORDERS
1. What is the status of my order?
After placing your order, you will be notified by e-mail about changes in the status of your order. Order processing time is from 1 to 4 business days; please add the time needed for delivery by courier (1-2 days within Poland). When the parcel is shipped, you will receive an e-mail with information about the status change.
2. When will my order be shipped?
Your order will be shipped within 4 business days after placing it. The courier will have 48 hours to deliver your package within Poland.
3. What should I do if I receive a non-compliant order?
If you receive a non-conforming order, please send an e-mail with a picture of the product you received and who prepared the shipment for you to: [email protected]. Contact us by phone at 881-275-255, but no later than 24 hours after receiving the shipment. We will promptly make an exchange for the correct product/size. Do not send this order back to us - we will have our courier pick it up.
4. How can I take advantage of free shipping?
Free delivery applies to all domestic orders over PLN 299 in Poland (excludes pre-orders), as well as when a free delivery promotion is running. Please visit www.varlesca.pl and follow us on Facebook and Instagram for information on promotions.
5. Can I combine orders?
Unfortunately not. Each order goes through several IT processes and is saved by the system as a separate order. We are not able to combine several orders into one.
6. Why was my order canceled?
Orders are canceled automatically by our system or at the customer’s request. Lack of payment for an order results in automatic cancellation if the payment methods Przelewy24, PayPo, Blik were selected in the basket.
Please place a new order.
7. How do I cancel my order?
If your package has not been shipped yet, there is a possibility of canceling the order. To cancel an order, please send such information to the e-mail address [email protected] with your order number and customer information, or call Customer Service (phone: 881-275-255).
Sending a message through Social Media does not guarantee the cancellation of the order.
8. How can I make changes to my order?
If your order has not yet been processed, please call our Customer Service Department (phone: 881-275-255). Sending an e-mail does not guarantee that our Customer Service Department will make a change.
9. Can you specify a delivery time?
In the case of a DPD courier, we cannot set delivery times.
If you would like to pick up your package at a time of your choosing, we recommend choosing Parcel Lockers.
10. What if I receive a damaged package?
If the courier tries to deliver a damaged package on the outside, you have the right to refuse to accept it. You can also warn the courier that you want to get the shipment, but it is necessary to check it in his presence. If the product is damaged, it is required to write a damage protocol with him. The damage protocol should be sent to our e-mail address [email protected] - it is necessary to start the complaint process.
PRODUCT AVAILABILITY
1. Will the model still be available?
We try to repeat any model that is sold out. When an item is not available, the best thing to do in this situation is to sign up for an item notification on our website www.varlesca.pl. You will receive an e-mail as soon as it is available for sale again.
We also invite you to follow the posts on FB and IG.
PAYMENT AND DELIVERY METHODS
1. What are the available payment and delivery methods?
You can pay for your order:
- Przelewy24,
- Blik,
- PayPo,
- Credit card
- Cash on delivery (courier DPD and InPost) - does not apply to orders with pre-order.
We have 2 courier companies to choose from:
- DPD courier
- InPost (parcel lockers)
2. I have not paid for my order yet. Where can I find the payment link or account number?
If the order has not been paid via a fast payment transfer (Przelewy24.pl), after 15 minutes, the order is automatically canceled. Please place a new order.
3. What should I do in case of online payment interruption?
In a situation where PayU or Przelewy24 online payment is interrupted, the order is automatically deleted after 15 minutes.
Please place a new order.
4. Is it possible to pick up the order in person?
Orders placed in the online store are shipped by courier only. It is not possible to pick up the order in person.
5. Can a courier deliver a package on Saturday?
Unfortunately not, couriers deliver only on business days.
DEFERRED PAYMENT - PAY LATER
1. Is it possible to purchase goods with the option of deferred payment?
Yes, in case of deferred payment, we can use PayPo available through Przelewy24.
2. What is a PayPo deferred payment?
PayPo deferred payment is a payment method that allows you to settle your purchase up to 30 days after placing the order. PayPo covers the purchase cost on behalf of the customer, so the customer settles the deferred payment with the service provider.
How does it work?
1. You order a product.
2. When choosing a payment method, you choose PayPo.
3. you enter your information, confirm your PESEL.
4. PayPo pays the bill for you.
5. You either pay off your order within 30 days or spread it over installments (interest-bearing). After 30 days, your order amount is automatically divided into four installments.
When you return products purchased with PayPo, the funds are returned to PayPo.
SIZES
1. How to choose the right size?
A size chart is available with each product. The measurements, which are given in the tables, are dimensions measured flat without stretching and may vary +/-5%. If in doubt, please get in touch with our Customer Service Department; we will advise you on the correct size.
2. What can I do if the size is wrong?
If the size is wrong, you have the right to return it within 14 days from the day you receive your package.
Please fill out the return form and send the package back to us.
RETURNS
1. How do I make a return?
To make a return, you must send the product(s) back within 14 days of receiving the package to the following address:
VARLESCA - returns warehouse
ul. Wejherowska 56a lok. 3,84-240 Reda,
phone: 881-275-255
Along with the completed return form and order confirmation that you received in hard copy with your order. Funds will be refunded within 14 days after we receive your shipment.
2. Can I return discounted products?
Yes, the right to return includes any product purchased in the store www.varlesca.pl, except underwear and socks. Remember that the returned products cannot bear traces of use; they should be intact and have tags.
3. How do I send a return package?
The choice of carrier to send the return is free; it can be Poczta Polska (Polish Post Office) or a courier company.
We recommend sending registered shipments. Remember to pay for the package; we do not accept packages shipped COD.
4. How do I know if my return package has already arrived?
If we accepted the return, you would receive an e-mail from us confirming that the return was accepted.
5. How long will it take to get my money back?
Refunds are made within 14 days. The refund method depends on the payment method.
6. Who pays the return costs?
The Buyer covers return costs.
7. Can I return one item if I have purchased several?
Yes, you can return any number of products that do not meet your expectations.
8. Does the returned product have to be in its original packaging?
No, the return does not have to be sent back in the original packaging (the exception is footwear in which the cardboard box is an integral part). You should pack it in such a way that it is not damaged during transport. For example, do not tape the box or write on it if you are returning shoes. A damaged box will cause partial value loss of the product.
COMPLAINTS
1. When can I make a complaint about a product?
For all products purchased in the store, you are entitled to rights for defects constituting non-compliance of the goods with the contract for a period of 2 years from the date of purchase.
2. How can I make a complaint?
To make a complaint, please send the product back to the address:
VARLESCA - returns warehouse
ul. Wejherowska 56a lok. 3,
84-240 Reda,
phone: 881-275-255
along with the completed claim form and the order confirmation you received in hard copy with your order.
3. When can I make a complaint?
A claim can be filed within two years from the date of purchase. Notification must be made immediately, but no later than 2 months from the date the product defect occurred.
4. How long does it take to process a complaint?
The complaint will be processed within 14 days after we receive the parcel. Our employee will inform you about the decision by phone or e-mail.