Delivery

Is my order insured?

Yes, every order sent via Federal Express International is covered from its declared value. If you plan to order products with a value greater than the 5,000 PLN gross at once, then please, divide your orders into two smaller ones, so that each of them does not exceed a value greater than the 5,000 PLN gross. Splitting the orders is due to legal restrictions on foreign insured delivery. Therefore, if the products in your shopping cart products reached a value of 5,000 PLN gross, please finish this order with obligation to pay and start placing your next order. Get a free additional GUARANTEE of TRUSTED SHOPS insuring your shopping to 2,500 euros gross.

What can I do if I couldn’t receive the package?

If, for some reason, you were absent when the courier had brought the package, please contact FedEx immediately and arrange a convenient delivery date or pick up the package in the nearest office of Federal Express. Remember that redirection of the parcel already sent incurs an additional charge, therefore specify precisely the delivery address when you place an order.

Can I pick up my package personally?

If you have the opportunity to pick up your order from our warehouse, we invite you to our premises. However, it is important, however, that the order is paid in advance or to have the exact amount of cash ready that corresponds to the value of your order. Our business relies on IT systems. We do not have the POS system for receiving and dispensing cash. Before you visit our warehouse, make sure that your order is ready. You can do this by logging into your account on our website and going to "My Orders" tab. Do read the next question!

Can I pay for my order with 0% tax if I pick up my order in person?

No, in case of personal pick up from our warehouse you are obliged to pay 23% VAT. More information about the 0% tax rate.

What should I do if my order is lost in transit?

Delivery time is approximately 3-7 working days from the moment the package is collected by the courier to the moment it’s delivered. If after this period the parcel is not delivered and the tracking number has not changed its status, then our primary suggestion is to contact the FedEx International in order to arrange the delivery details and inform us of this fact. If the problem is not resolved and FedEx provides us with clear information that the parcel was lost, we will immediately process another order for you.

I own several accounts on Sentiell's website www.sentiell.cz. Can I merge my orders made from different logins and send them together as one collective parcel?

Unfortunately no, the system treats each login as a particular client. So it is impossible to merge the orders and send them in one collective parcel. Each order will be charged separately for the delivery, according to the rates presented on the delivery price list.

I own several shops, is there an option to send a few orders to different addresses?

Yes, you can add multiple delivery addresses when you create an order. The company data on the invoice will remain the same as those provided during registration. The only thing that’s going to change is the delivery address. Unfortunately, the sum of the values of all orders wouldn't affect the opportunity to benefit from free delivery, but each order will have to meet this requirement individually.

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