FAQ

I. GENERAL

1. I have a problem with the website.

Due to the high interest in our offer, there may be temporary technical issues with the website. Thank you for your patience. If the error persists, please contact Customer Service via email at [email protected] or through the chat available on our website.

2. Are the prices of products sold online and in physical stores the same?

Yes, according to our pricing policy, the prices of products in all our sales points are the same.

3. How do I choose the right size?

Each product available in the online store has a size chart with approximate product dimensions. The product is measured on a flat surface.

 

II. ORDERS

1. I can't add products to the cart.

If you can't add a product to the cart, it means that the item is out of stock.

2. Can I modify my order?

We cannot edit orders. If the item has not been shipped, we can cancel it. Please contact the store hotline at +48 25 748 43 10 or through the chat available on our website.

3. Can I cancel my order?

To cancel your order, please send an email with the order number to: [email protected]. It is not possible to cancel the order by yourself.

4. How long does it take to process an order?

We strive to process all orders as quickly as possible. Most orders are shipped within 2-4 business days. You need to add the time required for the courier to deliver the package (usually up to 2 business days). In the case of orders shipped from a store or from multiple warehouses, order processing takes about 5 business days.

5. Can I pick up the ordered goods in a physical store?

During the ordering process, you can choose the delivery option to a specific physical store. Such an order must be paid by bank transfer. You will receive confirmation in the form of an SMS and email confirming the shipment to the store along with the tracking number.

The package will wait for pickup at the store for 7 days from the date of delivery. After this period, the order will be canceled.

6. What to do if the delivered package is damaged?

If the package is damaged, please fill out a damage report in the presence of the carrier or file a complaint at the parcel locker and immediately inform our Customer Service at: [email protected] or +48 25 748 43 10.

7. What to do if the delivered product is defective or does not match the order?

If the received product is defective/does not match the order, we can offer an exchange for a non-defective/correct product.

We will arrange for the correct product to be shipped, and the courier will pick up the previously delivered item at the time of delivery.

Please contact the store hotline at +48 25 748 43 10 or send an email to: [email protected].

8. What happens to parcels that are not picked up?

If a package sent via GLS is not picked up, it will be returned to our warehouse, and the cost of the order and delivery will be refunded to the account from which we received the payment.

Parcels ordered to parcel lockers wait for pickup for 48 hours. After this period, uncollected parcels will be returned directly to the online store. The cost of the order and delivery will be refunded to the account from which we received the payment.

9. I received an incomplete order – a product is missing. What should I do?

For this matter, please contact Customer Service directly at +48 25 748 43 10 or via email at [email protected]. Our staff will assist you in resolving the issue.

10. What is the validity period of a gift card, and can it be redeemed in the online store?

Gift cards can be purchased and redeemed only in OCHNIK physical stores. A gift card is valid for 12 months from the date of issuance – its validity ends on the last day of the month.

11. Can I request gift wrapping for a product?

It is possible to use the gift-wrapping option for selected products. If a product can be gift-wrapped, you can add this service in the cart after adding the product.

 

III. RETURNS

1. Is it possible to return products in a store?

We kindly inform you that products purchased online can be returned at any of our physical stores. In this case, it is recommended to bring a filled-out withdrawal form. Please note that store staff do not provide refunds on-site – the refund is processed by the online store service after the returned items are sent to our headquarters. Refunds due to withdrawal from the contract are always made by the online store to the account from which the order was paid. For cash-on-delivery orders, the refund will be made to the account indicated by the customer.

2. How much time do I have to return products purchased online?

Within 30 days of receiving the product, you can return the goods. The return cost is borne by the customer. Please ensure that the returned item has no signs of use and has all the tags attached.

3. How much time do I have to return a product purchased in a physical store?

OCHNIK Customer Club members can return the product within 30 days. Non-members have 7 days to return (cash refund) or 30 days (gift card refund).

4. When will I receive my refund?

We will refund your money within 14 days of receiving your withdrawal statement using the same payment method you used for the original transaction.

5. Can I exchange a product purchased online?

The OCHNIK online store does not offer exchanges for a different size. If the wrong product is selected, the customer has 30 days to decide to return the unsuitable product and purchase the correct size, with the prices currently visible for the product applying.

 

IV. OCHNIK CUSTOMER CLUB

1. How can I join the OCHNIK Customer Club?

Adults with full legal capacity can join the Club by filling out a paper application form in a physical store.

2. Can I join the Club via the website www.ochnik.uk?

An account in the Club can only be created in a physical store by filling out a paper application.

3. Do members of the OCHNIK Customer Club have the right to a discount?

Club members receive a 10% discount after purchasing OCHNIK products for a total amount exceeding PLN 1,000 within the last two years. The discount applies to non-discounted products and cannot be combined with other promotions.

4. How can I opt out of receiving marketing SMS and emails?

To opt out of marketing communication, you can visit an OCHNIK physical store or send a request to [email protected].

 

V. COMPLAINTS

1. How much time do I have to file a product complaint? How can I do this?

Our products are covered by a two-year warranty period. To file a complaint about a product purchased in a physical store, please visit any of our company stores.

2. Can I file a complaint for a product purchased in the OCHNIK Online Store at a physical OCHNIK store?

Yes. Products purchased in the OCHNIK online store can be complained about at any physical OCHNIK store.

3. I would like to complain about a product purchased online. What should I do?

If you purchased the product on the OCHNIK online store, please use the following link and follow the instructions provided.

https://ochnik.uk/warranty-and-complaints

4. Can I file a complaint in a store other than the one where I bought the product?

Complaints can be filed at any OCHNIK physical store.

5. How long should the seller take to process the complaint?

The seller should process the complaint within 14 days from the date of filing the complaint.

6. What parcel number should be provided when generating a parcel locker code?

When generating a parcel locker code, the parcel number should be omitted.

7. Will the courier have packaging for the product?

The product should be packed by the customer.

8. Will the courier have an address label?

Yes, the courier will have an address label.

9. I don't have an order number. What should I do?

Please contact the complaints department via email at [email protected].

10. Can I complain about a product purchased in a physical store by sending it to the company's address, as there is no physical OCHNIK store in my city?

Yes. The product, along with a completed complaint form, should be sent to the following address:

OCHNIK S.A./Complaints Department

Ul. Sienkiewicza 8

08-400 Garwolin

11. I live abroad permanently and want to file a complaint. How should I do this, and how can I send the product back?

Please contact the complaints department via email at [email protected].

12. I marked the option for courier pickup in the complaint form. When will the courier pick up the product?

Please wait for a phone call or email from the shipping department to arrange for the courier to pick up the product.

13. After entering the order number from the invoice, the system shows – no order with this number.

Please enter the order number in the format (order number/year).

14. I have a problem submitting a complaint in the system. What should I do?

Please contact the complaints department via email at [email protected].