Answers to Frequently Asked Questions

Returns/Complaints

Can I return or exchange the purchased product?

Yes. More on returns and exchanges here.

Can I return or exchange purchased product?

Yes. More information about returns and exchanges can be found here.

I would like to return an order but I have lost return form?

Return form can be downloaded again here. Print it, fill it in and attach it to return shipment.

I returned a package, how fast will I get a refund?

We try to make refunds as soon as possible. In most cases it is 7 days from the return reception.

How can I exchange product for another?

Exchange can be done solely by return of purchased product and purchase of new one.

How can I begin complaint procedure?

Complaints shall be reported by sending the complaint form along with defect photos via email. Further steps of complaint procedure will be agreed individually.

Do I have to have a receipt to begin complaint procedure?

No. In order to begin complaint procedure only number of order the faulty item comes from is needed.

How will I get refund of returned item?

We make refund by the same method as an order was paid. If it is impossible we will take contact in order to agree a refund form.

Payments

How much time do I have for paying for my order?

Orders are cancelled after:

6 days from placing date in case of BrainTree/Paypal electronic payments
8 days from placing date in case of transfer payments.

During making payment something went wrong. How can I pay again for my order?

If you were not able to pay for your order - you can resume payment here.

During making payment an error occurred, and payment has been charged from my account. What shall I do?

Please contact the customer service department as soon as possible and prepare confirmation of charging the amount from your account, and if it is possible, screenshot of mistake that occurred during payment realisation.

I would like to change payment method. How can I do it?

Changes of payment method can be made solely via contact with order service department.

Order processing

What are the available shipping methods?

All available shipping methods are available here.

How can I pay for my order?

Information on all available payment methods can be found here.

Order Status explained

Completed - The order has been shipped New – order that has just been placed and it`s pending Canceled - the order has been cancelled and will not be processed further Preorder - the order is being processed – it is waiting for all products to be delivered Ready to send - the order is ready for shipment and will be shipped within 1-2 business days Ready to Collect - the order has been forwarded to the selected store and is ready for collection Complaint - the order is being processed Exchange - the order is in the process of exchanging the products Processing - the order has been completed and is being prepared for shipment

Completed - The order has been shipped
New – order that has just been placed and it`s pending
Canceled - the order has been cancelled and will not be processed further
Preorder - the order is being processed – it is waiting for all products to be delivered
Ready to send - the order is ready for shipment and will be shipped within 1-2 business days
Ready to Collect - the order has been forwarded to the selected store and is ready for collection
Complaint - the order is being processed
Exchange - the order is in the process of exchanging the products
Processing - the order has been completed and is being prepared for shipment

How can I check what stage is my order at?

Here you can find an order status.

What does prolonged fulfilment time mean?

It means that ordered item is located in our main storage and time for its shipment will be prolonged. Exact information regarding time necessary for shipment of particular product are available at product’s page and in cart by added items.

I placed an order but I would like to add something to it in order not to pay for shipment twice. How can I do it?

If an order has not been realised yet, please contact us.

Can I make an appointment with carrier at particular time?

Unfortunately, there is no such a possibility.

Orders

Where can I find Bladeville stationary stores?

Stationary stores are located in Katowice, Warsaw and Gdańsk. Addresses can be found here.

How can I place an order?

Orders can be placed solely via website.

How can I pay for an order?

All payment methods are described here.

When will my order be shipped?

If your order has been paid (or chosen payment method is cash on delivery), within 1-2 working days from the moment of picking all products. Availability of products is stated at product card and in the cart during placing an order.

What are shipping costs?

Shipment costs can be found here.

How can I cancel an order?

Order can be cancelled solely via contact with order service department. Order can be cancelled only if it has not been handed over for fulfilment.

How can I lower risk of choosing wrong size?

In order to choose right size you need to familiarize with this article and check exactly sizes chart given for product.

I ordered two products in two separate orders. Will I have to pay for shipment twice?

If any of orders has not been handed over for fulfilment, we ask you for contact with order service department in order to connect them.

What are advantages of having an account on our website?

Fast and easy access to orders history, and consequently, significant easing in orders’ statuses tracking, reporting complaints or returns.

Do I have to be signed in to make a purchase?

No. Every order can be placed also without registration by choosing the option of purchase as a guest.

What does PreOrder status mean?

PreOrder status means that order is under fulfilment and it is awaiting for picking all products of prolonged awaiting time.