Frequently Asked Questions

Need help with your order, free shipping or using a discount code? We have prepared answers to the most frequently asked questions from customers of Somelierskepotreby.cz.

If you cannot find the answer to your question here, please contact us. We will be happy to help you with your purchase.

ORDERS AND PAYMENT

How can I pay for my order?

You can pay for your order online by credit/debit card, bank transfer or cash on delivery. A CZK 25 fee applies to cash-on-delivery payments. The available payment methods will be displayed in your shopping cart during checkout.

Where can I find the invoice for my order?

We will send your invoice electronically to the e-mail address provided with your order. For payments by bank transfer or credit/debit card, the invoice will be sent once we have received your payment. If you choose cash on delivery, we will e-mail the invoice after you have received and paid for the parcel.

Can I change or add items to an order I have already placed?

Yes. If your order has not yet been dispatched, we will try to change it or add additional items. Please contact us by phone or e-mail as soon as possible, providing your order number and the requested change. Once the parcel has been handed over to the carrier, unfortunately, the order can no longer be changed.

Can I cancel my order?

Yes, you can cancel your order provided that it has not yet been dispatched. Please contact us by phone or e-mail as soon as possible and provide your order number. If the parcel has already been handed over to the carrier, please contact us and we will advise you on the next steps.

Where do I enter a discount code?

You can enter your discount code in the shopping cart during the first step of checkout. The field is marked “I have a discount coupon”.

Enter the relevant discount or promotional code in this field and then check that the discount has been applied correctly to your order.

Why is my discount code not working?

If you are unable to apply a discount code, first check whether your purchase meets all the conditions of the relevant promotion. Some codes may only be valid for selected products, orders above a minimum value or for a limited period.

Only one discount code can be used per order.

If you return to a previous checkout step after entering your discount code, the code may be automatically removed from your order. In this case, you will need to enter it again.

Some discount codes can also only be used once. We therefore recommend checking the conditions of the relevant promotion.

I cannot complete my order. What should I do?

If you are having trouble completing your online order at Somelierskepotreby.cz, we will be happy to help.

Please contact our customer service:

+420 720 071 023
+420 777 648 904

We will help you identify the problem and complete your order.

DELIVERY

How can I get free shipping?

For orders over CZK 1,500, shipping is free via GLS or Zásilkovna.

You can also collect your order in person from our premises in Rožnov pod Radhoštěm.

Free shipping will be displayed during checkout once the required order value has been reached and an eligible delivery method has been selected.

What delivery methods do you offer?

We can deliver your order via GLS, or you can have it sent to a Zásilkovna pick-up point of your choice. You can also collect your order in person from our premises in Rožnov pod Radhoštěm. The available delivery methods and current prices will be displayed in your shopping cart during checkout.

What should I do if my parcel has not arrived?

If your parcel has not arrived by the expected delivery date, we recommend first checking the parcel tracking link provided by the carrier. If the parcel status has not changed for some time or you are unsure where your parcel is, please contact us. We will check its status with the carrier and help you resolve the situation.

What should I do if my parcel arrives damaged?

Although we carefully pack fragile goods before dispatch, damage can occasionally occur during transport. If your goods arrive damaged, please contact us as soon as possible. We will help you resolve the situation.

What should I do?

Do not dispose of the goods or packaging
Please keep the damaged goods, shipping box and all protective packaging materials until the claim has been resolved.
Take photographs of the damage
Please send us photographs clearly showing:
- the damaged goods,
- the entire shipping box,
- the shipping label on the parcel,
- the protective packaging material,
- how the goods were packed inside the shipping box.

If the outer packaging is also damaged, please take photographs of the damage.

Identify the damaged items
If the parcel contained several products, please specify which items were damaged and the quantity affected.
If you noticed the damage when accepting the parcel
If a damage report was completed with the courier, please send us a copy. If no report was completed, that is not a problem – simply let us know.

What should you send us?

photographs of the damaged goods,
photographs of the shipping box and any damage to the packaging,
a photograph of the shipping label,
photographs of the protective packaging and how the products were packed inside the box,
the delivery note or invoice with the damaged items clearly marked,
a damage report, if one was completed with the courier.

The sooner you report the damage and send us the necessary photographs, the sooner we can start processing your claim.

RETURNS, EXCHANGES AND CLAIMS

How can I return goods?

If you purchased the goods as a consumer through our e-shop, you may return them within the statutory period without giving a reason. Please contact us by e-mail or phone before returning the goods so that we can advise you on the next steps. If possible, please return the goods in their original packaging, complete and properly packed to prevent damage during transport.

How many days do I have to return goods?

When purchasing online, consumers have the right to withdraw from the contract within 14 days of receiving the goods without giving a reason. This right applies to consumers; the statutory 14-day right of withdrawal does not apply to purchases made by businesses in the course of their business activities.

Where should I send returned goods or goods subject to a claim?

After contacting us, please send the goods to:

OREON
Sluneční 2370
756 61 Rožnov pod Radhoštěm
Czech Republic

Please pack the goods carefully to prevent further damage during transport. Do not send the parcel cash on delivery.

PRODUCT QUALITY AND SAFETY

What materials are your unbreakable tableware products made from and what is their quality?

Our unbreakable glasses and tableware are made from high-quality, durable materials designed for repeated use.

Our unbreakable glasses are primarily made from TRITAN and SAN, materials known for their high durability, low weight and long service life. TRITAN also closely resembles traditional glass while being highly resistant to breakage and capable of withstanding significant temperature changes. Selected glasses are suitable for repeated dishwasher cleaning.

Our unbreakable plates, bowls and tumblers are also designed for repeated use and are manufactured in the EU. Products intended for serving food and beverages comply with the applicable requirements for food-contact materials.

When selecting our product range, we focus not only on durability and safe use, but also on design. Our unbreakable tableware is therefore suitable for households as well as wellness facilities, swimming pools, hotels, restaurants, kindergartens, caravanning, outdoor events and other environments where traditional glass is impractical or unsuitable.

Are the products safe for contact with food?

Yes. Products intended for serving food and beverages comply with the applicable requirements for food-contact materials. Manufacturer documentation is also available for selected products.

What is the difference between TRITAN and SAN?

Both materials are lightweight and durable. TRITAN is particularly notable for its high durability and appearance, which closely resembles traditional glass. SAN offers good strength and clarity and is suitable for everyday use. The specific material is always stated in the individual product description.

Didn't find the answer to your question?

We are a Czech e-shop specialising in sommelier accessories, beverage service, wine cooling and unbreakable glasses and tableware.

If you are unsure which product to choose, need help with your order or have another question, please contact us. We will be happy to help.

Customer service:
+420 720 071 023
+420 777 648 904

Somelierskepotreby.cz – we will be happy to help you choose the right products and place your order.