FREQUENTLY ASKED QUESTIONS (FAQ) – INTERNATIONAL ORDERS
🌍 1. Which countries do you ship to?
We ship to most countries within the European Union (EU), including Hungary, the Czech Republic, Germany, and Austria, as well as selected countries outside the EU. You can see the full list of available destinations by selecting your country in the dropdown menu at the checkout page.
🚚 2. Which shipping companies do you use for international delivery?
For international orders, we cooperate with trusted logistics partners:
- Packeta (available for pickup points and automated Z-BOXes in selected countries)
- GLS Courier (for direct home delivery)
- Slovak Post (Slovenská pošta – for registered international letters and parcel services)
⏱️ 3. How long will it take to receive my order?
Delivery times depend on the destination country and the chosen carrier:
- Central Europe (e.g., Hungary, Czech Republic, Austria): apprx. 1–3 business days
- Western & Western-Central Europe (e.g., Germany, France): apprx 3–5 business days
- Rest of Europe: apprx 5–7 business days
You will receive a tracking link via e-mail as soon as your package is dispatched.
💳 4. What payment methods do you accept for international orders?
To ensure your security, we accept secure online payments via our certified payment gateways (ComGate, GoPay, and TrustPay):
- Credit/Debit Cards (Visa, Mastercard)
- Fast Bank Transfers (available for selected European banks)
- Standard Bank Transfer (SEPA transfer in EUR)
Please note that Cash on Delivery (COD) may not be available for all international destinations.
💶 5. Will I have to pay any customs duties or taxes?
- Orders within the European Union (EU): No customs duties or additional import taxes apply. The price you see at the checkout is final.
- Orders outside the European Union (EU): Your package may be subject to local import taxes, customs duties, or handling fees regulated by your country's customs office. These charges are the sole responsibility of the buyer.
📄 6. Where can I find my invoice?
In an effort to protect the environment, we use a fully paperless electronic invoicing system. A digital copy of your informative invoice (PDF document) will be sent automatically to your e-mail address immediately after your order is dispatched or delivered. The original invoice will be sent to your e-mail address ASAP.
📦 7. What should I do if my package arrives damaged?
Please inspect the outer packaging carefully before accepting the shipment from the courier. If the box is visibly torn, dented, or broken:
- Refuse to accept the package from the carrier.
- File a Damage Report directly with the courier.
- Contact us immediately at eshop@cronostone.sk so we can arrange a replacement or a refund.
↩️ 8. Can I return my items if I am not satisfied?
Yes. Under EU consumer protection laws, you have the right to withdraw from the purchase contract and return the goods within 14 calendar days from the day you received them, without giving any reason.
- The items must be unused and undamaged.
- The costs for the return shipping back to our facility in Slovakia are paid by the buyer.
- You can find the withdrawal form in our [Terms and Conditions].