Customer service

Why hasn't my order been shipped yet, and when will you ship it?

If your order has not yet been shipped, we are probably waiting for the ordered product to be restocked or transferred from an external warehouse. The estimated shipping date, delivery date, and current order status can be found in the order details. There you can check when the package will be ready for dispatch and handed over to the carrier.

I did not receive a confirmation email for my order. Was my order received?

We send the order confirmation email automatically immediately after it is created. If your order confirmation has not arrived, please check all folders in your email inbox, especially Spam, Promotions, Bulk, or Automatic messages.

The email may also not arrive if an incorrect email address or a typo was entered when placing the order. If you still cannot find the order confirmation, please check the order status directly on the Order status page or contact us and we will help you locate your order.

Môžem zmeniť obsah objednávky, pridať alebo vymeniť produkt?

Yes, the contents of an order can be modified, but only if the order has not yet been dispatched or handed over to the carrier.

Changing products in an order is possible only for an order paid on delivery. If you want to change a product, add another item, remove an item, or adjust a variant, contact us as soon as possible by email. Please include the order number in your message and specify exactly what change you want to make.

If the order was paid online by card or another online payment method, we no longer modify the order contents. In that case, it is necessary to cancel the order, your payment will be automatically refunded, and then you can create a new order with the correct products.

If the order has already been dispatched, unfortunately we can no longer change its contents. After delivery, you can return the goods within 30 days and place a new order.

Ako can I cancel an order or cancel a purchase?

An order can only be canceled if it has not yet been shipped or handed over to the carrier.

You can cancel the order yourself in the details of your order. If you are unable to cancel the order directly in the details, contact us by email and we will cancel the order for you.

If the order has already been shipped, cancellation is unfortunately no longer possible. In that case, you can return the goods within 30 days after delivery.

Je možné osobné vyzdvihnutie objednávky a kde si môžem tovar vyzdvihnúť?

Yes, you can pick up your order in person at our headquarters or choose one of thousands of pickup points when creating your order.

Available delivery and pickup options will be shown directly in the cart. When the order is ready for pickup, we will send you an informational email or a message from the carrier.

Moja objednávka nebola doručená kompletná. Čo mám robiť, ak v balíku chýba produkt?

If your order was not delivered complete, a product is missing from the package, or you received fewer items than you ordered, please contact us by email.

In your message, please include the order number and information about which product is missing from the shipment. We will investigate the situation and will try to resolve the issue as quickly as possible.

Mám problém s prihlásením do účtu. Čo mám robiť, ak som zabudol/a heslo alebo mi nejde prihlásenie?

If you cannot log in to your customer account, first check that you are entering the correct email address and password.

If you have forgotten your password, click the “Forgot your password?” link on the login page. A new or reset password will be sent to the email address you used when registering.

If you still cannot log in even after resetting your password, contact us by email and we will help you resolve the login problem.

Môže customer support create an order for me?

No, we cannot create an order for a customer. For security reasons, each customer must create their order themselves directly on our e-shop.

If you need help creating an order, you can contact us by e-mail and we will be happy to help you with the process, choosing shipping, payment, or the correct product.

Môžem zaplatiť objednávku bankovým prevodom a kde nájdem číslo účtu?

We do not provide a bank account number for regular order payments. For a standard order, you can use the available payment methods shown in the cart, for example online payment or cash on delivery.

We handle payment by bank transfer only individually for bulk or corporate offers. If you are interested in purchasing a larger quantity of goods, contact us by email and we will prepare an individual offer for you with further payment information.

Ako môžem požiadať o zmazanie osobných údajov alebo odstránenie účtu podľa GDPR?

Yes, you may request the deletion of personal data or the removal of your customer account at any time.

Please contact us by email or via the customer center and state that you are requesting the deletion of personal data under GDPR. We will review and process your request in accordance with applicable legal regulations.

However, we may be required to retain some data for the period specified by law, for example data needed for accounting, invoicing, or handling complaints.

Poskytujete moje osobné údaje tretím stranám alebo dopravcom?

We do not provide your personal data to third parties for marketing purposes, nor do we sell it.

The data is stored in a secure database and we use it only for order processing, payment, invoicing, delivery of goods, handling returns or complaints.

Necessary data may be provided only to partners who are needed to process the order, such as carriers or payment services. This data is used only for delivery of the shipment or processing of payment.

Neprišiel mi sledovací link zásielky. Kde nájdem tracking objednávky?

You can find the shipment tracking link in the details of your order after it has been shipped.

If you did not receive an email or SMS with package tracking, please check the order details. There you will find the current order status and delivery information, if the shipment has already been handed over to the carrier.

Produkt is in stock, why hasn’t my order been shipped yet?

For each product, we state the expected shipping and delivery date. Even if a product is marked as in stock, it may not always be located directly at our central warehouse, from which orders are shipped.

Some products may be at another warehouse or on the way to the central warehouse. Therefore, the order will be shipped according to the planned shipping date, which you will find in the product details as well as in your order details.

Môžem spojiť dve objednávky do jednej zásielky alebo ich poslať spolu?

Combining multiple orders into one shipment is unfortunately not possible.

If you have created multiple orders separately, each order is processed and shipped individually according to its status, product availability, and selected shipping method.

Objednal/a som nesprávny produkt, wrong model or wrong color. What should I do?

If you ordered the wrong product, for example the wrong model, color, size, or incompatible accessories, you can return it in the usual way within 30 days of delivery.

After the goods are returned, we will refund your money and then you can place a new order for the correct product.

You can find the return form in your order details or on the Returns page.

Produkt does not fit my phone or is not compatible with my device

If the product you ordered does not fit your phone, is not compatible with your model, or you selected the wrong accessory, you can return it using the standard process within 30 days of delivery.

After the goods are returned, we will refund your money and you can then place a new order for the correct product. You can find the return form in the details of your order or on the /return page.

When choosing a new product, please check the exact phone model, as similar device names may have different dimensions or compatibility.

Prečo is the product packaging open, damaged, or resealed?

The product packaging may be opened or resealed due to inspection of the goods before shipping, or it may be only a cosmetic damage to the outer packaging during storage or transport between warehouses.

If the product itself is new, complete, and undamaged, a damaged or opened package does not affect its functionality or use.

If you suspect that the product itself was damaged or that something is missing from the package, contact us by email and we will check the situation.

Môžem vrátiť použitý produkt alebo tovar so známkami používania?

A used product cannot be returned as a standard return of goods.

You can return goods within 30 days of delivery, but they must be complete, undamaged, and suitable for resale. You may reasonably inspect and try out the product, but it must not be used in a way that leaves visible signs of use, damage, wear, or reduced value.

Máte produkt reálne skladom alebo je na inom sklade?

For each product, we list the expected shipping and delivery date. A product may be marked as in stock, but it may not always be located directly at our central warehouse, from where orders are shipped.

Some products are available at another warehouse or are on their way to the central warehouse. Therefore, the most important thing is to track the planned shipping and delivery date, which you can find in the product details and, after placing an order, also in your order details.

When will the sold-out product be available again or restocked?

Our systems are connected to the availability of our suppliers. If a product is currently unavailable and the system does not show an expected restock date, we cannot say exactly when it will be available again.

We recommend following the product detail page, where availability is continuously updated according to information from suppliers.

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Shoesindustries.com

Billing information:
SHOES INDUSTRIES EU s.r.o.
Hany Ponickej 10B
84106 Bratislava
IČO: 50164783
DIC: 2120257909
IČ DPH: SK2120257909