ARTISAN VEGAN CHEEZE
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Frequently asked question

Below you can find answers to the questions we are most often asked about making purchases from our store:

 


 

How can I check the availability of products?

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

  • Sold out – currently zero items in stock; if you are particularly interested in that product, let us know by e-mail at contact@serotonina.shop
  • 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

 


 

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?

Shortly after you place an order you will receive a confirmation e-mail and we will then begin processing your order. Current information on progress with your order will be sent to your e-mail address.

Your order will be dispatched within max. 10 days after receiving your payment. We make every effort to ensure that what we offer in this shop corresponds to the current status of our stocks, although it may happen that the actual delivery time is lengthened – we will let you know immediately if this happens.

In exceptional situations, like with the pre-xmas special cheeze sets, we will dispatch your parcel on the date mentioned in the item's description.

We ship parcels via UPS courier services and it may take up to 3 working days for delivery, depending on the parcel's destination. In most cases, however, UPS parcels reach the European continental delivery address within 2 business days of dispatch. 

Shipping is exclusively on Mondays and Tuesdays - to avoid parcels remaining in courier depots or warehouses over weekends.

» detailed information on fulfilment of orders

 


 

What methods of delivery are available?

Currently we ship all orders via UPS (Standard Service).

If you'd like to arrange an express shipping or a collection in person from our workshop, please contact us prior to your purchase

 


 

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 cart and selected delivery country – in the summary you will find the precise amount payable. Depending on the chosen products (and consequently their weight) as well as the country of destination, the cost of delivery start from 13 EUR up. 

» detailed delivery costs

 


 

How can I pay for my order?

Currently, the only available method of payment is the electronic payment - the most convenient and safest way of making payment online. Our store uses the PayPal payment system, to which you will be redirected in order to make payment. The entire process is fast and secure – you either utilize your PayPal balance or enter your debit/credit card details.

 


  

What are discount coupons?

From time to time, we will organize promotional campaigns and offer discount coupons to our customers. They take the form of codes which should be entered in the appropriate field in the shopping basket. This will cause the amount payable to be calculated taking account of the discount.

Remember that most discount codes have an expiry date. After this date the code becomes inactive and can no longer be used to obtain a discount.

 


 

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 a VAT invoice?

Yes, you can obtain an invoice for the products bought in our store. For this purpose, when placing an order, on the form with your data select the “Company” option and supply the required invoice details. State your wish to receive a VAT invoice in the Notes field (under “Additional information”). If the delivery address differs from the invoice address, mark the “Different shipping address” option on the form and state the address to which the goods are to be delivered. We also suggest to send us a separate e-mail message to request an invoice.

The date of issue of the VAT invoice will be the date on which your order was dispatched. It is not possible to change this date.

 


 

How can I change my order?

You can amend your order only up to the time when it's been dispatched. After it has been shipped to the stated address, 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, at contact@serotonina.shop.

 


 

Where is my package?

Once your order has been dispatched, you will receive an e-mail from us with the UPS consignment number and a link to the page where you can keep track of the current location of your package. If you are a registered store customer, that link will also be visible in the Shipping column when you view your order details.

 


 

I have a problem with the parcel I received. 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 on contact@serotonina.shop.

Also, if you wish to make a complaint about a product, please contact us to discuss the issue. We will do our best to accommodate you and resolve the problem in a satisfactory way.

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