Delivery and Returns

Last updated: 23.10.2026

Delivery in Bulgaria

• We deliver through the courier company Speedy to an address you specify or to a Speedy office.
• Delivery costs 3 EUR to a Speedy office and 5 EUR to an address. For orders of 50 EUR or more, delivery is free – to an office and to an address alike. The price is shown in the cart before the order is sent.
• Orders confirmed by 15:00 on a working day are dispatched on the same day. Orders confirmed after 15:00 are dispatched on the next working day.
• Delivery usually takes from 3 to 5 working days. Speedy applies special delivery arrangements to some localities, for which the delivery time may differ.
• When we dispatch your order, you receive an e-mail with the waybill number and a tracking link.
• For a cash-on-delivery parcel, on the day of delivery you receive an SMS with the waybill number and the amount to pay. If the courier does not find you at the address, they will contact you by telephone to arrange a new delivery day.

Collecting from a store

• You can collect your order free of charge from one of our stores in Sofia, when this option is shown during the order. The stores' addresses and opening hours are on the "Contacts" page.
• Orders for collection from a store are paid online when the order is placed. Unpaid orders are held for 2 days and then cancelled.
• When your order is ready, you receive a "Ready to collect" e-mail with the store's address and opening hours. We hold a paid order for 30 days from that e-mail. After this period the order is cancelled and the amount is refunded within 14 days, the same way it was paid.

Delivery to other countries

• We deliver to the European Union countries shown during the order, through our partner courier, to an address you specify.
• Delivery costs 12 EUR. For orders of more than 150 EUR, delivery is free.
• Cash on delivery is not available for delivery to other countries.
• The delivery time depends on the country and is shown during the order next to the delivery method. The times below are in working days from the order and include 1 working day to prepare the parcel:

Working days	Countries
3–4	Romania, Hungary
3–5	Greece
4–5	Czechia, Slovakia, Croatia, Slovenia
4–6	Poland
5–7	Italy
5–10	Spain, Portugal
6–7	Germany, Austria
6–8	Belgium, Netherlands, France, Lithuania, Latvia, Estonia
7–13	Denmark, Sweden, Finland, Ireland

• When we dispatch your order, you receive an e-mail with the waybill number.

Upon receipt

Please check the parcel in the presence of the courier. If the packaging is visibly damaged, ask the courier to draw up a report – this way a complaint about transport damage is examined more quickly. The check is not a condition for exercising your statutory rights.

Returning goods (right of withdrawal)

• You have the right to return goods bought online without giving any reason, within 14 days of receiving them.
• Inform us before the period expires through the “Withdraw from your order here” button at the bottom of every page of the Site (you immediately receive a confirmation by e-mail) or by e-mail to [email protected]. You can also use the model withdrawal form (Annex 1 to the Terms and Conditions).
• Within 3 working days, a member of our staff will contact you to agree the details of the return.
• Send the goods within 14 days of informing us, to the address we will give you. Please enclose the order number or the purchase document and return the goods with their labels and in the original packaging, where possible.
• The costs of returning the goods are borne by you. We do not accept parcels sent cash on delivery.
• We reimburse the price of the goods and the standard delivery to you within 14 days of your notice. We may wait until we have received the goods or evidence that you have sent them. We reimburse the amount in the same way you paid, and for cash on delivery – to the bank account you indicate to us.
• You are liable for any diminished value of the goods if they have been used more than is necessary to establish their nature, characteristics and functioning.

The full terms are in section VII of the Terms and Conditions.

Complaints

If you receive goods that do not match the order, are defective or were damaged in transport, contact us at [email protected] or on +359 894 505 117. When the complaint is justified, the costs of returning and re-sending the goods are borne by us. Details are on the “Warranty Terms and Service” page and in section VIII of the Terms and Conditions.