FAQ

How do I sign up?

There is a “Login” button on the homepage. Click it and choose the option “Join”. For creating your new account, you have to just fill in your personal (name, address, phone number) and login information (e-mail and password). Having done this, you are automatically logged in. From now on your shopping via ESATNA.CZ will be much easier. All you need for your next visit are your e-mail and password.

How long does it take to process my order?

We try to send your order the day or the day after you make the purchase (applies for working days). That means that you should receive your package in 2 days at the latest.
You can also check the status of your order via our system and will be informed by an e-mail. After submitting your order, you will see the status “RECEIVED”. When the package is ready and sent to your address, the status will change to “PROCCESED”.

Is it possible to get my money back if I am not satisfied?

Of course, it is! If you find out that the item does not meet your wishes, it can be returned within 14 days without giving a reason for a full refund. We send your money back immediately via bank transfer if the item is new and unused, with all the labels and tags intact, and in its original packaging. You also need send us the filled Return Form. If you want to exchange items, you have 60 days to do so!

Can I use C.O.D. to get refund?

Unfortunately, no. The parcel will not be accepted. Send it back as an Ordinary Parcel and as soon as we receive it, we will send your money back via bank transfer.

I cannot find what I am looking for exactly. Can you help me in any way?

We will do our best! It is possible that we have in stock exactly what you dream about, but it is not in our online shop yet. Write an e-mail or call us and we answer all your questions. We highly appreciate your suggestions so do not hesitate to contact us. Please, use our contact form for questions concerning products or sizes.

How can I get my order and what are the possible payment methods?

You can pick up your order personally at our store– SWIS BOARD SHOP, Masarykova 2312/65, 400 01, Ústí nad Labem – where you can pay cash or by credit card.
Another option is C.O.D. parcel. In that case you will pay in cash after accepting the shipment. If you are not reached at the address of delivery, the postman will leave you a note, which says when and where you can pick it up. Please, do not forget that the postmen mostly come in the mornings so if you choose the address you will be probably at (e.g. address of your office) to save your time. It is better to state the name of your company in the notes to help the postman to find you.
If you want to pay in advance via bank transfer or by credit card, we will send you your order immediately after receiving the money.

Do you offer any discounts?

Yes! In fact, there are plenty of discounts and special offers during the whole year. Moreover, we also have seasonal sales where you can buy almost anything for a song! We appreciate your interests so there are special loyal discounts and the bulk discounts based on the money spent. Do not forget to subscribe to our newsletter to get the limited offers for our signed-up customers.

How long is the warranty period?

Based on the law we get you exactly 24 months (see Complaints).

What can I do when I want to make a complaint?

It is really simple – print out a complaint form, fill it in carefully, attach to the items (washed and cleaned) and send it to our address by registered delivery to claim the complaint. Be aware not to use C.O.D. parcel, we do not accept the parcel in such case. For further information see the Complaint Procedure.

What are your opening hours?

24/7 actually! You can place orders and write us e-mails whenever you want. But if you want to call us, please, make sure, it is on work days from 9.00 a.m. to 5.00 p.m.
Phone number: 734 899 855
E-mail: info@esatna.cz