🚚 Doprava a doručení
Obecné
Wie dlouho trvá doručení v rámci Německa?
Všechny objednávky, které jsou zadány do 20 hodin, obvykle dorazí do 2 pracovních dnů.
S jakým přepravcem odesíláte?
Odesíláme výhradně prostřednictvím DHL a DHL Express.
Posíláte také na Packstationy?
Ano, Packstationy jsou bez problémů možné.
Které země zásobujete?
Doručujeme do všech zemí EU.
Kdy bude moje zásilka odeslána?
Všechny objednávky do 20 hodin jsou ještě tentýž den zabaleny a následující pracovní den vyzvednuty společností DHL. (DHL vyzvedává i v sobotu)
Poštovné
Jak vysoké jsou náklady na dopravu?
- V rámci Německa: 5,95 €
- Od hodnoty objednávky 75 €: zdarma (pouze v rámci Německa)
- Do Rakouska: 14,95 €
- Do všech ostatních zemí EU: 19,95 €
Od kdy je doprava zdarma?
Minimum order value of €75 – exclusively within Germany.
Existují příplatky za velké nebo těžké sady?
Ne, náklady na dopravu zůstávají stejné bez ohledu na velikost nebo hmotnost, veškeré dodatečné náklady za zvlášť velké nebo objemné balíky hradíme my.
Sledování a stav
Jak mohu sledovat svou zásilku?
Po úspěšném dokončení platby obdržíte potvrzení objednávky e-mailem. Alternativně najdete sledování zásilky ve svém přehledu účtu.
Objednávky provedené manuálním bankovním převodem budou zabaleny a odeslány až po přijetí platby, proto je sledování zásilky k dispozici také až po přijetí platby.
Nedostal(a) jsem potvrzení o odeslání – co mám dělat?
Pokud jste zaplatili manuálním bankovním převodem, bude vaše objednávka odeslána až po přijetí platby. Pokud se delší dobu nic neděje, kontaktujte prosím náš zákaznický servis.
Meine objednávka přijde ve více balících – je to normální?
Ano, to se může stát – ale pouze u objednávek se dvěma nebo více sadami.
Zvláštní případy
Můj balíček byl doručen poškozený – co mám dělat?
V tomto případě prosím ihned vyfoťte a kontaktujte nás přímo, abychom mohli případ zpracovat včas.
Za nehody způsobené doručením sousedům nebo na vámi zvolené místo nebereme žádnou odpovědnost.
Můj balíček je označen jako „doručený“, ale nedostal jsem ho.
Prosím zkontrolujte, zda bylo balíček doručen sousedovi nebo uložen na bezpečném místě. Pokud jej nenajdete, kontaktujte nás – zahájíme pak šetření u DHL.
Co se stane při zpoždění dodávky?
Prodlevy v dodání se vyskytují zřídka. Pokud se sledování zásilky několik dní neaktualizuje, kontaktujte prosím náš zákaznický servis – postaráme se o to.
🔁 Vrácení a reklamace
Vrácení zboží
Jak mohu zboží vrátit?
Prosím, nezasílejte zboží zpět bez předchozího upozornění. Nejprve nám zašlete formální odstoupení od smlouvy e-mailem nebo dopisem.
Musím platit zpětné zaslání sám?
Náklady na vrácení zásilky musí být hrazeny zákazníkem a je třeba zajistit bezpečné odeslání pečlivým zabalením balíku.
Jaké podmínky platí pro vrácení?
Za případnou ztrátu hodnoty zboží musíš nést odpovědnost pouze tehdy, pokud je tato ztráta hodnoty způsobena zacházením s tebou, které nebylo nezbytné k prověření stavu, vlastností a funkčnosti zboží.
Garance vrácení peněz
Jak funguje 30denní záruka vrácení peněz?
Musíte nás předem kontaktovat. Samostatné vrácení bez předchozí dohody nebude akceptováno a nebude refundováno. Po kontrole vrácené sady bude do 7 dnů provedena plná náhrada kupní ceny.
Kdy obdržím své vrácení peněz?
Do 7 dnů od přijetí a úspěšného zkontrolování tvého vráceného zboží ti vrátíme plnou kupní cenu.
Zvláštní případy
Otevřel jsem sadu – mohu ji přesto vrátit?
Ne, již otevřené sady bohužel nelze vrátit.
Pokud sada již není k použití, rádi ji darujeme na naši partnerskou školu zde v Niederneisenu – stačí kontaktovat zákaznický servis.
Mohu vyměnit za jinou sadu?
Pro výměnu neotevřených sad prosím kontaktujte náš zákaznický servis – jsme flexibilní.
💳 Platba a vyřízení
Způsoby platby
Welche způsoby platby přijímáte?
Přijímáme PayPal, Klarna, kreditní karty, Apple Pay, Google Pay, Shop Pay, stejně jako manuální bankovní převod a další. Nejlépe se podívejte přímo při placení ;)
Bohužel nenabízíte platbu na splátky nebo nákup na fakturu?
Ano, splátkové platby jsou u nás možné přes různé poskytovatele.
Je platba bezpečná?
Ano – všechny platby jsou šifrovány prostřednictvím certifikovaných poskytovatelů plateb.
Vyřízení
Kdy bude peníze odečteny?
V běžném případě je částka odečtena ihned po dokončení nákupu, někteří poskytovatelé plateb však mohou platbu zobrazit se zpožděním.
Co se stane při zamítnuté platbě?
Vyberte prosím jiný způsob platby. V ojedinělých případech mají poskytovatelé plateb technické potíže.
Jak probíhá vrácení peněz?
Vrácení peněz probíhá stejnou platební metodou, která byla použita při objednávce. Částka bude uhrazena v plné výši po obdržení vrácené sady.
Zvláštní případy
Zaplatil(a) jsem dvakrát – co mám dělat?
Žádný problém. Jednoduše nás kontaktuj – přebytečnou částku ti okamžitě vrátíme zpět.
Mohu později změnit svou platební metodu?
Obecně to nemůžeme říct, prosím, kontaktuj náš zákaznický servis.
🗣️ Zákaznický servis a kontakt
Dostupnost
Jak vás mohu kontaktovat?
Kontaktujte nás e-mailem, WhatsAppem, kontaktním formulářem nebo telefonicky – stačí se ozvat.
Kdy je zákaznický servis k dispozici?
24/7 – můžeš nás kontaktovat kdykoli, i pozdě večer nebo o víkendu.
Je k dispozici live chat?
Bohužel ne – ale WhatsApp je otevřený 24 hodin denně.
Zvláštní případy
Nejsem spokojený – na koho se mohu obrátit?
Obraťte se přímo na našeho zakladatele Moritze Grunerta:
📧 moritz@kbs-shop.com
Bohatě nabízíte pravidla vstřícnosti?
Záleží na konkrétním případě – prosím, vyřešte to přímo s naším zákaznickým servisem.
🧱 Produkty a kvalita
Obecné
Jaké značky prodáváte?
Nabízíme sady od CaDA, Mould King, Reobrix, Xingbao, Ausini, Panlos a Guly.
Sind vaše stavební kostky kompatibilní s LEGO?
Ano, všechny nabízené sady jsou plně kompatibilní s LEGO.
Existují exkluzivní nebo limitované sady?
Ano – máme také limitované sady. Pro poradenství nebo dostupnost se nejlépe obraťte přímo na náš zákaznický servis.
Jsou sady v originálním balení?
Ano, všechny sady jsou dodávány v originálním balení příslušného výrobce.
Kvalita a kontrola
Wie stellt ihr die Qualität sicher?
Kontrolujeme sami: Náš zakladatel Moritz každoročně osobně létá do Číny, navštěvuje výrobní závody a získává přímý přehled o kvalitě a podmínkách manufaktur.
Jsou v sadě návody?
Ano, všechny sady obsahují tištěný návod. Někteří výrobci navíc nabízejí PDF verze na svých webových stránkách.
Zvláštní případy
Chybí mi část – co mám dělat?
V případě chybějících dílů nám nejlépe napište e-mail s číslem chybějícího dílu. O zbytek se postaráme my.
Mám vadnou součást – dostanu náhradní díl?
I poškozené díly vyměníme, nejlépe nám zašlete e-mail s číslem dílu vadné součástky. O zbytek se postaráme my.
🛒 Objednávka a průběh
Obecně
Jak objednat v obchodě?
Vložte požadované produkty do košíku a přejděte k pokladně. Zde vyplňte všechny potřebné informace a zaplaťte.
Musím si založit zákaznický účet?
Ne – objednávka jako host je bez problémů možná.
Mohu objednávku dodatečně změnit?
Změny jsou možné pouze, pokud balíček ještě nebyl zabalen. V takových případech se prosím ihned obrať na zákaznický servis.
Dostupnost
Was znamená „na skladě“?
Všechny položky označené jako „skladem“ se skutečně nacházejí v našem místním skladu a jsou ihned připraveny k odeslání.
Co znamená „Nechat si zaslat upozornění“?
Máte-li zájem o vyprodaný produkt, můžete se jednoduše zaregistrovat k sledování zásob – jakmile bude produkt opět skladem, pošleme vám zprávu.
Mohu si produkty rezervovat?
Vzhledem k vysoké poptávce nejsou rezervace bohužel důležité, objednejte co nejdříve.
Zvláštní případ
Produkt byl v obchodě dostupný, nyní už ne – co dělat?
Právě byl poslední kus objednán a zaplacen. Stačí se na příslušné stránce produktu zaregistrovat k upozornění – ihned tě informujeme, jakmile bude zboží opět skladem.
🧑 💻 Účet a ochrana osobních údajů
Zákaznický účet
Wie vytvořím účet?
Používáme nový způsob přihlášení do Shopify: jednoduše se přihlásíš pomocí své e-mailové adresy a obdržíš jednorázový kód e-mailem – heslo není potřeba.
Mohu objednat i jako host?
Ano, to je možné kdykoli.
Ochrana osobních údajů
Jak chráníte moje data?
Všechna data jsou uložena v souladu s GDPR a přenášena s aktuálním šifrováním. Spoléháme na bezpečnou hostingovou infrastrukturu a certifikované poskytovatele plateb.
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Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js Js
Ne – pouze pokud to při dokončení nákupu výslovně povolíš (např. pro pozdější objednávky přes Shop Pay).
💬 Komunita & Recenze
Zvláštní případy
Kde najdu recenze zákazníků na váš obchod?
Pro skutečné hodnocení služeb se nejlépe podívejte na Trustpilot.
(stačí scrollovat dolů a kliknout na hvězdičky v patičce)
Kde najdu hodnocení produktů?
Recenze najdete přímo na našich stránkách produktů.
Mohu sám/sama napsat recenzi?
Ano, nejlépe jdi na stránku Trustpilot a zanech tam svůj upřímný názor – děkujeme! ❤️
(stačí sjet dolů a kliknout na hvězdičky v patičce)
Existuje možnost sdílet vlastní modely?
Ano – vždy se těšíme na fotky tvých projektů! Klidně nám je pošli e-mailem nebo přes WhatsApp.