FAQ

How can I check the availability of products?

Next to each product you will find information on its availability in the store:

  • No goods – currently zero items in stock; if you are particularly interested in that product, let us know by e-mail at shop@syntheticropes.eu or by telephone on 00 48 91 433 01 28.
  • Low stock – the last items are still in stock, so hurry with your purchase!
  • Medium stock – we have at least several or a larger number of items in stock
  • Large stock – we have a sufficient quantity of the product in stock to fulfil many orders
  • Available to order – we can prepare the product especially for you; contact us by e-mail at shop@syntheticropes.eu or by telephone on 00 48 91 433 01 28.
  • Delivery expected – the product will be available shortly
  • Withdrawn – our store no longer offers the product


How can I check the progress of an order?

We will send information to your e-mail address about progress in fulfilling your order. Also, on logging on to your account, you will be able to access full information about your current and past orders: status, content, addresses given, etc.

How long will I have to wait for delivery?

Immediately after you place an order you will receive an information e-mail containing a link which you should click to confirm the order – we will then begin processing the order. Current information on progress with your order will be sent to your e-mail address.

Date of receipt of goods = dispatch date + delivery time

The dispatch date depends on the availability of products and receiving of payment. Delivery time for 90% of international orders is 3 - 5 working days. All international orders are sent with Courier Parcel Service.

What methods of delivery are available?

All international orders are sent with Courier Parcel Service.

How much will I pay for delivery?

You will see the total cost of delivery for your order after you have added products to your basket and selected your preferred methods of delivery and payment – in the summary you will find the precise amount payable.

How can I pay for my order?

Immediately after you place an order you will receive an information e-mail containing all data for bank transfer in order to pay for your order. All international orders have to be paid in advance. If you wish to receive a formal Proforma, just let us know and it will be issued right away.

What is the storeroom?

The storeroom is an area where you can add products that you are still thinking about. This function is available only to registered users.

If you are debating whether to buy a particular product and you have an account with us, just log on and add the product to your storeroom. The products in the storeroom are remembered for you. When you next log on to the store, you will find all of the products you saved. At any time you can return to them, move them to the shopping basket or remove them from the storeroom.

Can I obtain an invoice?

Yes. In fact, all international orders including those placed by private sector are sent together with a corresponding invoice. Invoices are prepared according Polish law and include 23% local VAT. If you have a company registered with EU VAT number, then it is possible for us to issue a 0% VAT invoice. Please inform us about this before proceeding with payment, your company will be verified in the EU database and if everything will be correct - we will send you a Proforma with 0% VAT.  

How can I change my order?

You can modify your order only up to the time when it has been fully prepared. After that changes are no longer possible. To make any changes to your order (change of address, addition of product, change to method of payment or delivery), contact us as quickly as possible, preferably by telephone.

I placed an order in error. How can I cancel it?

You can cancel your order only up to the time when it has been fully prepared. After that cancellation is no longer possible. To cancel an order, contact us as quickly as possible, preferably by telephone.

Where is my package?

All international orders are sent with Courier Parcel Service. This gives us and our customers the direct possibility of tracking the parcels. If your parcel is not arriving on time or you would like to check where it is - let us know and we will provide you with a tracking number.

Do products come with a guarantee?

Yes, products available from our store come with a manufacturer’s guarantee. It is important to retain your proof of purchase (invoice) – these are required when reporting faults.

I have a problem with a product I ordered. What now?

Before accepting a package, always check that it has not been damaged in transit. If the packaging carries visible external damage, we advise that you refuse delivery of the package and then contact us by telephone. If you wish to make a complaint about a product, please contact us preferably by e-mail explaining the situation.

Can I return a product that I have purchased?

Yes. After receiving the goods you have a time period specified by local law within which you can return a product bought online without giving reasons. However the goods must not carry signs of use or being damaged. Please note that this possibility is reserved only for clients from private sector.

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