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FAQ support questions

What is the status of my order?

We inform you about the status by e-mail in the form of a short text message. Messages are sent automatically when the status of your order changes, your payment is credited, the order begins to be processed, is shipped or when it is canceled.

What is the processing time for my order?

The order processing time depends on the availability of products. Order fulfillment in Poland takes from 1 to 5 business days, in other countries where we offer shipping it takes from 1 to 7 days.

How can I cancel my order?

By telephone/email request - the Customer Service department will do it for you.

Can I combine orders?

Each of our orders goes through a separate process and is treated as an independent order, therefore combining two orders is not possible.

Can I add a product to an already placed order?

At the moment, this option is not possible within one order. To change the quantity of items ordered, please cancel your order and place it again.

Will the product still be available?

The availability of our products is updated on an ongoing basis. However, if you have any questions about its availability, please send us a message.

How to choose the right size?

There is a size chart for each product, to choose the right size, take your measurements and compare them in the table, and then choose the range and size that corresponds to your dimensions or is close to them.

Where can I find product dimensions?

The dimensions can be found in the description of each product, in the "Check product dimensions" tab.

What are the payment and delivery methods?

Our store offers payment via quick transfers (PayByLink), via the PayPal platform, via Blik and payment on delivery.

Available delivery options are:

DPD Pick-up at the point
InPost Kurier
InPost parcel lockers

Can I pick up the order in person?

Unfortunately, this is not possible.

How to report a return?

You can report your return via the online form available on the website or write to us at: puroartcompany@gmailcom

Has my return parcel arrived yet?

To find out if your parcel has arrived, check the tracking number and contact the carrier you sent the parcel to. After we receive the package, you will receive a message to your e-mail address assigned to the order informing you that your return has been accepted.
We will refund the funds within 14 days from the date of receipt of the package to the account number from which payment for the order was made. In the case of payment via the PayPal platform, the funds are returned to your PayPal account.

How long does it take for complaints to be considered?

Complaints about goods will be considered within 14 days of receiving the product. In exceptional situations, the complaint period may be extended to 21 days. After your complaint has been positively considered, you will receive a notification to your e-mail address.

Which carrier should I send the return/exchange with?

The choice of carrier is not imposed in any way, the choice is up to you.

How much time do I have to file a complaint?

Complaints can be submitted up to two years from the date of purchase of the product. The condition for accepting a complaint is to have a receipt for a given item and submit a complaint.