Last updated June 05, 2024

What are my shipping & delivery options?

We provide free standard shipping on all orders. Orders are typically processed within 1 to 2 business days of receiving cleared payment. Following dispatch, the expected delivery time for standard shipping is between 3 to 5 business days. Please be aware that we cannot ship orders to P.O. boxes; a physical address is required for delivery.

How long is the order processing time?

Most orders are processed as soon as the online purchase is finalized. Your order will be shipped once the items are available, your payment is authorized, and the delivery address is confirmed. Please be aware that business days exclude bank holidays and are from Monday to Friday.

How can I track my order?

You can expect a shipment confirmation email with all your tracking details once you have placed an order through Twoja Opoka. The shipping details will be sent to the email address registered with your account or the email you used during the checkout process.

The tracking number will be active within 24 hours.

Do you deliver internationally?

We currently only offer shipping within Poland and do not provide international delivery services.

Can I change the delivery address after ordering?

During the checkout process, after entering your billing address details, you will have the option to specify a different delivery address. Kindly note that we reserve the right to request additional information if the delivery address differs from the billing address.

What happens if my order is delayed?

If delivery is delayed for any reason we will let you know as soon as possible and will advise you of a revised estimated date for delivery. Please note that the priority of delivery within the method of shipment chosen is determined by your shipper. If the shipper is holding them, please contact them.

If the delay is longer than 30 days, the customer is obliged to reach out to us in order to report a missing package. Twoja Opoka will, in turn, file a claim to the shipment carrier. If the carrier confirms that the package has been lost, the customer will receive a full refund. However, if the carrier confirms that the package is still in shipment, the customer will relinquish their right to file a claim and wait for the package to be delivered.

What should I do if an item is delivered damaged?

If you receive a damaged item, please do not worry. We offer refunds or exchanges for damaged products, but you must open a refund ticket within 14 days of purchase. To initiate the process, please review our Refund Policy for detailed instructions and further information: Refund Policy.

What should I do if an item is missing from my order?

Check the amount of tracking numbers you should have received. Verify that you have received all boxes and checked all packing materials for small items. If you are still missing an item(s), contact our customer service.

What can I do if I am not available to pick up the package?

If you are unavailable to accept your delivery, the carrier may, depending on the type of delivery service and carrier, leave a contact card at your address indicating when they will attempt re-delivery. In the event that you are unable to receive the parcel during the carrier’s final attempt, it will be returned to the carrier’s depot. You must then contact the carrier to arrange a collection; otherwise, the shipment will be returned to us. In such case, you will be liable for reshipment costs once we have confirmed an updated delivery time with you.

How can you contact us about this policy?

For any further questions or comments, please contact us via email at [email protected] or through our online contact form at https://twojaopoka.pl/kontakt.

Revision Date

This Shipping Policy was last updated on 05 June 2024 (“Revision Date”). If you were a user before the Revision Date, it replaces the existing Shipping Policy.