FAQ - frequently asked questions

ORDERS

Do I have to register with you before purchasing?
No, registration is not mandatory. You can shop without it. However, if you register, you automatically become a member of Florbal4u Family, our loyalty program.
Why can't I log in to my account?
If you are unable to log in to your account, it may be due to an incorrect password or registration with a different email. You can easily reset your password when logging in. If the problem persists, please do not hesitate to contact our customer support by email at info@florbal4u.com.
Can I order goods from you by phone?
If you have any problems placing an order on our website www.florbal4u.com, please do not hesitate to contact us at +421 948 495 924. We will be happy to help you with your order by phone.
How can I change or cancel an order?
Changes to orders can only be made by our customer service at this time, so if you need to change or modify your order, please contact us as soon as possible at info@florbal4u.com. The same applies to canceling an order. However, if the order has already been shipped, it is not possible to interfere with it. We are currently working on automation, thanks to which you will be able to make these changes in a few clicks.
Is it possible to track the shipment?

Yes, the shipment can be tracked. After your order has been shipped, we will send you an email with a shipping confirmation and a tracking number, which you can use to track the status of your shipment directly on the carrier's website. You can find current delivery information on the websites of individual carriers:

If you have any questions or problems tracking your shipment, please do not hesitate to contact us at info@florbal4u.com.

What if the goods are damaged during transport?
Each package leaves us safely, well-packed in undamaged packaging and always branded with Florbal4u adhesive tape. If the carrier delivers your order in a damaged box (packaging), we recommend not accepting the shipment. If you accept the shipment, do not forget to write down the damage in the receipt report with the courier (indicate in the report that the package was damaged during collection) and check the contents of the shipment with the courier (if any item from your order is missing from the contents of the shipment, we do not recommend accepting the shipment). If this happens, contact us and we will agree together on a solution to this problem as soon as possible.
Is it possible to issue an invoice for a company?
Yes, you just need to fill in your company details when ordering.
Can I request a copy of the invoice?
Yes, we will send you a copy of the invoice by email upon request. Please contact us at info@florbal4u.com.

DELIVERY AND PAYMENT

When will my package be delivered?
We ship orders within 24 hours of their creation, if the goods are in stock. If the goods are not in stock, we ship the order immediately after it is completed. We ship packages as soon as possible, while the exact delivery time depends on the capacity of the shipping company. You can find the current list of carriers including prices and delivery times in the Shipping and payment section.
What are the delivery options and prices?
A list of current carriers and prices can be found in the Shipping and payment section.
What countries does it deliver to?
What are the payment options?

Online card payment – A safe and convenient way to pay cashlessly. Simply use a payment card with internet payments enabled and your order will be paid for immediately.

Bank transfer – After placing your order, we will send you an email with all the necessary details for payment via electronic banking. Do not forget to include the variable symbol so that we can match the payment correctly. We will ship the goods after the payment has been credited to our account.

Payment with a Florbal4u.com gift voucher – You can use the gift voucher on the entire range of our e-shop. Enter the voucher code in the “Discount coupon” field in the first step of the shopping cart. Only one voucher can be used per order.

COMPLAINTS AND RETURNS

The courier brought me a damaged package.
Each package leaves us safely, well-packed in undamaged packaging and always branded with Florbal4u adhesive tape. If the carrier delivers your order in a damaged box (packaging), we recommend not accepting the shipment. If you accept the shipment, do not forget to write down the damage in the receipt report with the courier (indicate in the report that the package was damaged during collection) and check the contents of the shipment with the courier (if any item from your order is missing from the contents of the shipment, we recommend not accepting the shipment). If this happens, contact us and we will agree together on a solution to this problem as soon as possible.
There is a damaged/defective product or a product is missing in the package.
If you have encountered a problem with your order, such as damaged goods, missing products or incorrect goods, please do not hesitate to contact our customer service as soon as possible. Please contact us by email at info@florbal4u.com and attach photos of the package and its contents. We will process your request within a few hours on business days.
I want to exchange the purchased goods. How do I proceed?

Exchanging goods on Florbal4u.com is quick and easy. Just go to the Exchange/return of goods section, click on the “Exchange goods” button, enter the order number and the e-mail address to which the order was created. Then you are just a few simple steps away, which you can complete in less than a minute.

I want to return the purchased goods. How do I proceed?

Returning goods on Florbal4u.com is quick and easy. Just go to the Exchange/return of goods section, click the "Return goods" button, enter your order number and the email address to which the order was placed. Then you are just a few simple steps away, which you can complete in less than a minute.

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I want to make a complaint about the goods I purchased. How should I proceed?

Claiming a damaged product on Florbal4u.com is quick and easy. Just go to the Complaint section, click the “Claim warranty” button, enter your order number and the email address you used to place the order. Then, there are just a few simple steps that you can complete in less than a minute.