FAQ

Cancellation of contract within 14 days. Can I return goods without giving reasons?

Of course. In accordance with the provisions of Article 1837 of the Civil Code, as a customer you have the right to withdraw from the purchase contract within 14 days of taking delivery of the goods. You can find the form for cancelling the purchase contract under "Cancellation of contract" at the bottom of the webpage. Non-acceptance of the shipment does not constitute withdrawal from the contract within 14 days.

How do I receive the purchased goods?

We send the goods directly to customers by courier (within the EU) or to a pickup point (pickup parcelshop). For delivery of goods, each customer receives a shipping notification to the e-mail address used and then a message (e-mail and SMS) with the delivery date, where the delivery time can be changed by mutual agreement.

Do I have to be a registered customer to buy?

You do not have to be. In our E-shops orders can be placed as unregistered customer. Of course, you can also register.

How can I find out the status of my order?

If you are registered, the status of your order can easily be found in the customer administration. If you are not a registered customer, you can ask for the status of the order by phone or e-mail.

What does the button Repeat last order mean?

If you use this option, the system automatically repeats the last order and provides a final recap for approval and shipment. This is only possible for registered customers.

How do I know I can collect the order?

In case of personal collection or collection from the PickUp Parcelshop, you will automatically receive a text message and e-mail that the order is ready for collection.

I don't have time to collect the order, can I extend the order reservation?

You can extend your collection for a longer period. In this case, please contact us.

How do I make a complaint?

As every order goes through a thorough inspection of the goods and the shipment is monitored by the CCTV system until it is loaded by the delivery service, most damages occur during transportation. In this case, according to the Terms of Business, you must claim damage to the shipment in transit from the delivery service (for the fastest possible solution), see the Complaints Procedure at the bottom of the website.

Where can I send the claimed goods?

If there is a claim for broken/defective goods (this can happen especially with electrical appliances), you have to send the defective goods back to us or deliver them to the shop.

What do I need to add to my complaint?

For the complaint to be successful, you must return the defective goods with the proof of purchase.

How long does your complaint take to process?

Despite our efforts to resolve the complaint as quickly as possible, we sometimes have to have the defective goods assessed by the manufacturer. In practice, the complaint handling process takes 14 days, but according to the legal deadline set by the Civil Code, it can take up to 30 days from the delivery of the claimed goods.

Is it possible to speed up the complaints procedure?

Complaints, especially for goods that have to be submitted to the manufacturer, unfortunately cannot be accelerated.

 

INVOICE WITHOUT VAT FOR EXPORT?

A VAT-free invoice for export is not issued automatically. You can purchase without VAT for export to the EU (according to the Act of the Czech Republic of April 1, 2004 No. 235/2004 Coll. on VAT) by following the rules an regulations below:

1. register in the Eshop.

2. send a request for invoicing without VAT to the e-mail: info@orfeocoffee.co.uk, together with a copy of the certificate proving the company's registration with the relevant tax office.

The supplier is responsible for checking the validity of the tax identification number and verifying that this information can be processed by the customer.

3. after verification of your VAT identification number in the VIES system and confirmation (by e-mail), an invoice without VAT will be issued for your registration.

4. invoicing without VAT shall only apply to approved registrations and future orders.

5. after logging in to the Eshop, the price without VAT will be invoiced in the last step of the order.

6. payment methods:

Payment by card or online bank transfer - the invoiced amount is already without VAT.

Payment by bank transfer in advance - The payment request is without VAT.

7. for VAT payers only.

8. issued invoices cannot be changed.

9. we do not refund value added tax.

10. we only ship goods to the EU country where the invoice was issued.