1. When will my order be delivered?
Order processing takes 1 to 5 business days. If the confirmation email did not indicate an extended processing time, your order will be shipped within 48 hours.
Delivery time depends on the shipping method and may take 1-2 additional days.
2. What does extended processing time mean?
This applies when an item or quantity requires sourcing from the central warehouse. In such cases, order processing will take 2 to 7 business days plus 1-2 additional days for delivery.
3. How can I return products purchased online?
By mail: Send the item to our warehouse:
Esotiq Warehouse
DC9
Wola Bykowska 35
97-306 Grabica
(Please include "Esotiq Return" on the package)
Returns are accepted within 30 days of receiving the order.
4. How will I receive my refund?
Refunds are issued using the same payment method used during purchase. If payment was made via cash on delivery, the refund will be processed via bank transfer.
5. How can I file a complaint about a purchased product?
Send a photo of the defective product with a detailed description to bok@esotiq.com. Complaints will be assessed based on the photos.
6. Can I exchange a product?
Unfortunately, exchanges are not available, only returns.
7. Can I modify or cancel my order?
After payment, modifications are not possible. However, orders can be canceled before shipment by contacting bok@esotiq.com.
8. Can I change the payment method after placing an order?
Yes, you can change the payment method by contacting bok@esotiq.com.
9. What do the order statuses mean?
"Active" – The order is being processed.
"Invoiced" – The order has been packed and shipped.
"Canceled" – The order has been fully canceled.
10. What if my order is incomplete?
Check your confirmation email for any information about multiple shipments.
Contact bok@esotiq.com.
11. What if I received the wrong product?
W przypadku otrzymania niewłaściwego towaru prosimy o kontakt email: bok@esotiq.com
12. What if I received someone else’s order?
Contact bok@esotiq.com.
13. What if my package is damaged upon arrival?
Report the damage to the courier and request a damage protocol.Send a scanned copy of the protocol to bok@esotiq.com.
14. How long do I have to make a payment?
Payments must be made within 3 calendar days of order placement. If unpaid, the order will be automatically canceled.
15. I didn’t receive my newsletter discount code. What should I do?
Check your spam/promotions folder. If you still haven't received it, contact bok@esotiq.com.
16. How can I use my discount code?
Enter the code in the designated field at checkout.
17. Why isn’t my discount code working?
Ensure you meet all promotion conditions. If the issue persists, contact bok@esotiq.com.
18. Can I use a Gift Card in the online store?
No, Esotiq Gift Cards cannot currently be used for online purchases.
19. Can I pay for my order upon pickup in a physical store?
No, orders must be prepaid before pickup in-store.
20. How long does it take for my payment to be processed?
Cash on delivery orders are processed immediately. Online and card payments are usually verified within 2 minutes.
21. How long do I have to pick up my in-store order?
Orders must be collected within 14 days. This period can be extended upon request via bok@esotiq.com.
22. My order status says "delivered," but I haven’t received it. What should I do?
Check if a household member received it. If not, contact bok@esotiq.com.
23. How do I confirm that my order was placed successfully?
You will receive an email confirmation.
24. Can I track my shipment?
Yes, once your package has shipped, you will receive a tracking number via email.
25. How can I unsubscribe from the newsletter/SMS?
To opt out of promotional SMS or messenger notifications, email bok@esotiq.com.
To unsubscribe from emails, click the unsubscribe link at the bottom of the newsletter.
26. Are items in my cart reserved for me?
No, items are only reserved once an order is placed.
27. Are online and in-store prices the same?
Yes, the base prices are the same, but each platform may have separate promotions.
28. How can I contact Customer Service?
Phone: +48 799 352 880Email: bok@esotiq.com