REGISTER / SIGN IN
- Do I need to register before placing an order?
  
  ou do not need to register before placing an order. Simply use „buy without register" option. The order will be processed, but you will not be able to track your order, view your purchase history, participate in competitions / sales campaigns or use promotional codes for frequent customers, etc.
- Will I receive email confirmation of the order placed without registering?
  
  Whenever an online order is processed, we send an automatic confirmation with order details. If you do not receive the confirmation email after placing the order, please contact us. It might be possible that email address has been entered incorrectly.
- Why create an account?
  
  Creating an account is very simple and once set up you'll be able to track your order, view your purchase history, participate in competitions / sales campaigns, use promotional codes for frequent customers, etc.
- How do I reset my password?
  
  If you've forgotten your password simply click on the “Forgot my password”. In the next step, enter your email address. You will receive an email with your login and new password.
ORDERS
- Order processing time
  
  Order processing time depends on a product location in warehouses. Information on delivery time is available in the product description, the shopping cart and the email notifications while placing the order.
- Combining orders
  
  If you want to merge two orders, please contact our Customer Service Team on 22 266 88 00 or use the contact form. In the body of your email, please indicate the order numbers you wish to combine. If delivery costs were already added to one of these orders, they will be recalculated according to the delivery cost table.
- Order cancellation
  
  We may be able to cancel your order but please note that this would be dependent on the order status. Order cancellation is only possible before goods are picked in the warehouse. After this cancellation will not be possible. Status of the order can be checked by logging into your account or checking the latest email received from our online store. If you wish to cancel your order, please let us know via the contact form stating the order number. Alternatively call our Customer Service Team.
- Has my order already been sent?
  
  Information about status of your order is available after logging into the „My Account" (only for registered customers). Additionally, emails with your order status are sent to the email address that you provided to us during placing the order. If the order has the status: ‘‘completed‘‘ it means that it has been dispatched. Order will be delivered next working day, after the date when you received an email with the tracking details and information on a change of the status.
- Can the order be shipped to multiple shipping addresses?
  
  It is not possible to ship your order to multiple shipping addresses. Please place separate orders.
DELIVERY
- Delivery costs
  
  Shipping charges depend on value of the order. For orders under 200 PLN, it is a shipping rate of 8,99 PLN when using DPD or DHL courier service, or when order is collected at chosen InPost parcel locker. We offer free shipping when you spend 200 PLN or more on your shopping.
- How long does it take for carrier to deliver the goods?
  
  Orders are delivered via DPD couriers, DHL couriers and to InPost parcel locker. In both cases, the delivery takes place within 24 hours from the moment of dispatch.
- Will courier contact me before the delivery?
  
  Couriers are not obliged to contact the recipient by phone, however, they often opt for this contact form. If you want to know detailed information on your delivery, please contact a local office of the courier company. Once your order has been shipped from our warehouse, we will send an email with tracking information and contact details of the local courier office.
- My order arrived damaged
  
  We guarantee that our goods are delivered in perfect condition. All items are insured for the full declared value. Upon delivery we advise to check if a parcel in not damaged and if all tapes and seals are in good condition. Customer who notices any sign of damage to a packaging on delivery should comply with relevant provisions of the Act of 23 July 2003. Postal Law. It is advisable to refuse to accept a parcel and to write a damage report in presence of a courier.
- Where is my order?
  
  InPost parcel lockers.
  Your InPost parcel can be tracked by entering its 24-digit number here or by logging into the (“Parcel Manager”) Tracking number can be found in your text message dispatch confirmation email.
- Is it possible to indicate an alternative delivery address depending on the time of delivery?
  
  Unfortunately, we cannot deliver your order to another address. Orders are delivered on weekdays from Monday till Friday, 9am – 7pm. Please ensure that the delivery address is ready and able to accept delivery of the order within this time period.
- Can I indicate the time period when I want receive my order?
  
  Please be advised that our online store is not responsible for courier’s company work system. Therefore, if you want to collect your order within the most suitable time frame for you, please contact a local office of the courier company. Once your order has been shipped from our warehouse, we will send an email with tracking information and contact details of the local courier office.
- Is it possible to collect the order in the sales showroom?
  
  Order can be collected at any sales showroom. It is possible to use this option in the second step of your shopping cart.
- How do I know that my order is delivered to InPost Parcel Locker?
  
  Once your order is delivered to InPost parcel locker, the system generates a notification that will be sent via SMS and email. The message will include the tracking number, InPost parcel locker’s address and a 6-digit code needed for collection.
- Can someone collect my parcel on my behalf?
  
  If you would like someone else to collect your order on your behalf, they need to know a telephone number of the person who placed the order and 6-digit code.
- Is there a collection deadline?
  
  Please collect your order within 3 days of receiving your notification email. You will get a reminder via email that your order is waiting for collection after 48 hours. After 3 days, the system generates notification that your order is transferred to the nearest InPost branch, where for the next 11 days will be awaiting yours collection.
- Can a collection deadline be extended?
  
  It is possible to extend collection deadline up to 4 calendar days- additional charges apply and are available here.
- How do I know that my order is delivered to the retail store?
  
  Once your order is delivered to the retail store, system generates notification that will be sent via SMS or email.
- Who can collect the order from the sales showroom?
  
  Order can be collected by any person with the order number and customer’s details.
- Is there a collection deadline?
  
  Please collect your order within 7 days of receiving your notification email.
- Can a collection deadline be extended?
  
  Yes, it can be extended. Please contact the chosen sales showroom or the WITTCHEN Customer Service Team.
- Is it possible to ship my order abroad?
  
  The WITCTHEN online store offers the delivery to international destinations. The countries currently served are in the list below:
  Austria, Belgium, France, Spain, Netherlands, Italy, Czech Republic.
  Delivery cost is 45 PLN, regardless of the value of the order. Payment in advance using one of the available payment methods is needed for the international delivery.
  Delivery takes up to 7 working days from the moment of dispatch.
VAT INVOICE
- VAT Invoice issuing
  
  VAT invoice is generated after each completed order. It contains all the details provided by the buyer when placing the order. VAT invoices are printed with the dispatch date and this date cannot be changed.
- Proforma Invoice issuing
  
  If you would like to have your Proforma invoice issued, please advice us about this in the third step of your shopping, in section “Comments to you order”. This invoice will be sent to your email address.
- Changes to VAT Invoice
  
  If buyers details on the VAT invoice are incorrect, then according to the Minister of Finance Directive, the buyer should issue an adjustment note. Sample can be found by clicking on below :
  
  Adjustment note
  
  Please note that only minor errors can be amended, it is not possible to change all buyers details.
LOYALTY PROGRAMS
- How can I get a Loyalty Card?
  
  If you would like to get a Loyalty Card you must spend over 300 PLN on a single transaction
- How can I get a VIP Card?
  
  If you would like to get a VIP Card you must spend over 3000 PLN within last 3 months.
PAYMENT INFORMATION
- Payment options
  Available payment methods:
  - Cash on delivery – upon collection from the courier
  - Payment by credit card or online payment
  Online payment and credit card payment are authorised by professional system of payment transactions przelewy24.pl. After choosing payment method, customer is redirected to a site which enables authorization of the transaction. Online payments at the WITTCHEN online store are made through the DialCom24 Sp. o.o. company, which guarantees the security of payments at przelewy24.pl. In accordance with the requirements of the payment organizations, companies offering online payment should meet stringent security standards of PCI DSS. Payment Card Industry Data Security Standard is a worldwide standard set by the payment associations (Visa, MasterCard) to protect the personal data of cardholders and information related to transactions using payment cards.
- Bank account number
  
  Please use below bank account number if you want to make a payment:
  
  WITTCHEN S.A.
  Kiełpin, ul. Ogrodowa 27/29
  05-092 Łomianki k/Warszawy
  
  Bank mBank
  SWIFT Code: BREXPLPWMBK
  Account number: PL 32 1140 0000 0000 4357 6800 1030
- Online payment
  
  Online payment and credit card payment are authorised by professional system of payment transactions przelewy24.pl. After choosing payment method, customer is redirected to a site which enables authorization of transaction. If payment transaction has not been finalised, it is possible to re-attempt payment using a link provided in the email - received at the time of order.
COMPLAINTS
- How to make a complaint?
  
  The customer has the right to make a complaint within 2 years from date of purchase.
  
  All you have to do is visit the nearest WITTCHEN store and bring proof of purchase with you. A sales adviser will help you to fill in complaint form and send the item to the Quality Department. Please click here for information on sales showrooms and outlet stores addresses.
  
  Alternatively, you can fill in our online Complaint Form. Once completed, the courier will contact you and collect a parcel within 2 working days.
  
  Complaint Form
  
  Completed online complaint form is automatically sent to your email address and to Customer Service Team. Please enclose proof of purchase and printed copy of the online complaint form.
  
  Complaint form
  
  Po wypełnieniu formularz jest wysyłany do Klienta oraz automatycznie przekazywany do obsługi sklepu internetowego. Następnie należy oczekiwać na kontakt od kuriera, który odbierze przedmiotową reklamację (reklamowany towar) w terminie 2 dni roboczych od daty przyjęcia zgłoszenia. Do reklamowanego towaru należy dołączyć dokument potwierdzający zakup oraz wydrukowany formularz reklamacyjny.
- Complaint handling time
  
  Please allow up to 14 days for complaints to be processed once they reach us. If complaint is accepted by the Quality Department, it means that the product will be repaired or replaced. If there is no stock available for replacement, an exchange for an alternative item or a refund will be offered.
RETURNS
- What is the returns policy?
  
  KIn the event you are not entirely satisfied with your purchase, you can choose to return an item within 30 days of delivery.
- How do I return an item?
  
  If you would like to return an item, please fill in our online Exchange Form, pack the returned product with enclosed proof of purchase and send it to the below address:
  
  Centrum Logistyczne WITTCHEN
  Dział Zwrotów
  Palmiry, ul. Gdańska 60
  05-152 Czosnów
  
  Exchange Form
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- What products are not able to be returned?
  
  We are unable to offer a refund on any items that have been personalised.
- When will I receive my refund?
  
  Your account will be credited within maximum 14 working days. If postal order is used, payment will be returned within 21 working days to the address indicated in the purchase order.
OTHER
- What does a particular symbol mean of the product code?
  
  Product code is presented as follows:
  
  XX-Y-MMM-C-R
  
  XX – symbol of the Collection
  
  10 - Arizona
  
  21 – Italy
  
  39 – Da Vinci
  
  AP – Shawls
  
  PA – Umbrellas
  
  Y – group description
  
  1 – wallets
  
  2 – cases
  
  3 – toiletry bags, wrist bags, holders, briefcases , travel bags
  
  4 – women’s handbags
  
  5 – office accessories
  
  6 – gloves
  
  7 – umbrellas, neckerchiefs
  
  8 – belts
  
  9 – clothing
  
  MMM – product description
  
  C – colour description ( below colours refer to Arizona, Italy and Da Vinci Collection)
  
  0 – green
  
  1 – black
  
  2 – burgundy
  
  3 – red (mahogany brown –Da Vinci Collection)
  
  4 – dark brown
  
  5 – light brown
  
  R – product size
  
  * Gloves size – S, M, L, XL
  
  * Clothing size – S, M, L, XL, XXL, XXXL
  
  * Shoe size:
  
  women’s; from 35,5 to 40
  
  men’s from 40 to 46
  
  Example: 10-1-139-1
  
  Wallet from the Arizona Collection, model: 139, black colour
- How to redeem your voucher code?
  
  In order to redeem your voucher code,
  select products and put them in the shopping cart. Type the voucher code in a promotional box: “Vouchers” in the first step of your shopping. Please note that promotion codes are only valid on specific products.