FAQ - Frequently Asked Questions

You can find out the status of your order simply by logging into your customer account in the "My purchases" section. If you are not a registered customer, you can find out the status of your order by entering your order number and your email address in the "Order Status" field.

No, you can place an order on our e-shop even if you are not registered. Our recommendation is to register. You can get benefits, such as discount on your first purchase. Please note that the availability of registration benefits (such as first‑purchase discounts) may vary depending on your country and current promotional campaigns.

The discount code/gift voucher can be used in the first step of the order. Click on the "I have a discount voucher" box to insert it.

Our goal is to resolve warranty claims as soon as possible. The legal deadline for its settlement is 30 calendar days from receipt of the claimed goods. In most cases, we settle many claims much faster – up to 50% are processed immediately or within 5 working days.

For international warranty claims, please allow additional time for transport to and from our service centre in the Czech Republic.
 

You can enter the warranty claim after logging into your profile ("My Koloshop"). Here you will see a list of all your orders, where you will find a "Warranty" button for each product. If you are not registered, you can enter your claim via the "order status" button. In the form you describe the defect of the product and then send the marked package to Koloshop s.r.o., Míru 577, Teplice - Novosedlice 417 31, Czech Republic.

Returned or claimed items should be sent to Koloshop s.r.o., Míru 577, Teplice - Novosedlice 417 31, Czech Republic.

Shipments that are delivered elsewhere than to our premises will not be processed and their transportation will be subsequently governed by the terms and conditions of the carrier.

In order to process your claim as soon as possible, please send us a completed product return form (Download HERE) together with the package. Please always include the order number or invoice number on the form.

The items you hand over to us for a claim must be clean. Otherwise we are not obliged to accept the claim. 
This also applies to returns made under the 14‑day withdrawal right.

The legal deadline for its settlement is set at 30 calendar days, however, we do everything to make you satisfied and therefore we will settle up to 50% of complaints immediately or within 5 working days from receipt.

Yes, you can return goods within 30 days of purchase. The item must not be used or bear signs of assembly and must have the original packaging. Please fill out the product return form (Download HERE).

The cost of returning the goods is borne by the customer.

Exchanges are not possible. Please fill out the product return form (Download HERE). Send the goods back to our address and send us the account number where we will refund your payment. Then create a new order for the correct item.

We are very sorry for the complication. Please send the misdelivered goods to us, along with the completed product return form (Download HERE). We will arrange delivery of the correct item and refund your return postage. If you are unable to send the goods back, please contact us. We can arrange collection of the package at your chosen address.

The items you hand over to us for a return must be clean. Otherwise we are not obliged to accept it. 

This also applies to returns made under the 30‑day withdrawal right.

Please send the goods to the following address: Koloshop s.r.o., Míru 577, Teplice - Novosedlice 417 31, Czech Republic.

Shipments delivered to locations other than our stores will not be processed and will be transported according to the terms and conditions of the respective carrier.

Return shipping costs are covered by the customer unless otherwise agreed.

You can change your password by clicking the "Log in" link in the page header and then the "Forgot Password" link at the bottom of the form.

Our priority is to have products to you at home as soon as possible. Product availability when ordering plays a big role in this. You can find all the information regarding availability here: How to confirm availability of goods

If you have not found exactly what you need in our selection, please do not hesitate to contact us at info@koloshop24.com.

If your order hasn’t entered the shipping process yet, we can usually add more items. Please email your request to to info@koloshop24.com.

If you wish to send two or more orders in one package, please write your request in the comments box. We will combine your orders if none of them has yet been dispatched.