F.A.Q.

Payment

Shipment

Q. Where my items will be shipped from?
A. All items are stocked in Sofia, Bulgaria

Q. How long it will take to receive my items?
A. Usually we ship the new orders within 3 business days from the day of payment. As a rule all shipmnts are effected with registered (air)mail. Usually it takes from Bulgaria to any European country about 12-15 days, with Priority - 5-8 days. To countries outside Europe - about 25-30 days, with Priority - about 12- 20 days.

To USA it takes usually about 16-20 days (Priority mail) or 25-30 days (Ordinary mail). However as a result of the extraordinary security measures taken by the US Homeland security the delivery sometime from the end of 2010 the delivery takes about 45-55 days.

We can send your items by courrier service as well (EMS, DHL, UPS ot other), but it is much more expensive. That's why we didn't include this shipping option as a standard one, but at your request we can do it.

It's up to you to decide which shipping option to choose.

Q. How much is the shipping cost?
A. If you buy only one item the checkout module will calculate automatically the shipping cost depending on the following options: destination, wieght, with or without priority. The shipping cost is calculated on the base of the official rates of the Bulgarian post service plus small amount added for the packaging and handling.

For example: the shipping cost for one pin or one postcard, which is usually up to 20 g, is:
- for Europe: 2.30 Euro without Priority and 2.60 Euro with Priority
- outside Europe: 2.55 Euro without Priority and 2.95 Euro with Priority

Q. How much is the shipping cost for combined orders?
A. The shipping cost for the combined orders will be calculated on the base of the total weight of the parcel plus the cost of the packaging. We are ready to give special discounts on the shipping cost depending on the total value of the order, number of items included, etc. In case of combine order please ask for revised Invoice before payment. 

Q. How can I track my parcel?
A. For some countries the on-line tracking is possible. We have inlcuded the respective links in this page: Tracking. Unfortunately there are only a few countries included, we don't know the respective websites of the other countries' postal services. Any help and information from your side in this respect would be highly appreciated. 

Claims

Q. What about if I receive an item different from the one I ordered, not as described or damaged during the transportation?
A. We are dedicated to give you our best service and are always ready to compensate you in such a case. We pack our items very carefully in order not to be damaged or distroyed during the long journey, but it may happen anyway. Although we are checking multiple times the items before shipment we are human beings and like anyone else we can make mistakes.

We can offer you different solutions: replacement of your item if possible, or full refund if it is our fault. In such a case please send us your request by the folowing form.

Q. What about if the parcel is lost by the postal services?
A. It is almost impossible if the parcel is sent by the express courrier service (DHL, TNT, EMS, UPS ot other). But unfortunately it may happen if sent by regular postal service.

In such a case please contact us and if you don't get the parcel until 35 days from the day of shipment we shall refund you the amount you paid for the order less the shipping cost. We shall deposit an official claim in our post office to track the parcel. Unofrtunately it takes quite a long time, sometimes a couple of months, but in any case we shall keep you informed about the result.

In the same time we rely on you that if you receive the parcel later on you will inform us and will repay your order.

Other

 If you have other questions please don't hesitate to contact us.