FAQ – Frequently Asked Questions

PLACING YOUR ORDER

Can I place an order by phone or e-mail?

No, you cannot because we do not offer a cash on delivery option.

What products can I order?

Products marked In Stock are available for ordering. Please note, however, that the products in your cart are not automatically reserved and may be bought by other clients.

Can I combine two or more orders?

You cannot combine orders. If you wish to receive all your orders in a single delivery, please cancel the earlier order and place a new one for all the products you are interested in.

Why cannot I pay on delivery?

You may have pre-ordered products in your cart. Pre-orders are processed only if a prepayment is made.

Why do I not receive system messages from you to inform me of the status of my order?

E-mail software often takes our system (automatic) messages  for spam. Please check your spam folder as well as other folders, such as OFFERS. If you do not find our message there please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl

INVOICES

What do I need to do to get a tax invoice for a company?

In order to get a tax invoice for a company you need to press a relevant button to confirm that the purchase is for business needs.

At the time of creating the order you should provide your company details including a valid VAT identification number (NIP). It is not possible to add any details later on. We will be unable to generate a tax invoice with a VAT identification number you give later (Art. 106b.5 of the VAT Act).

Your invoice will be sent as an attachment to the e-mail confirming your order has been completed. The invoice date and the date of sale will be the same as the date your order is shipped.

If you need a hard-copy invoice to be sent to a specific address, please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl, quoting the order number in your email.

What do I need to get a sales invoice?

A sales invoice does not authorise you to reclaim input VAT. If you choose this option we will be unable to generate a tax invoice to a business with an VAT identification number you give later (Art. 106b.5 of the VAT Act).

Your invoice will be sent as an attachment to the e-mail confirming your order has been completed. The invoice date and the date of sale will be the same as the date your order is shipped.

Can I get multiple invoices (for example two) for one order?

Only one invoice is issued per order. If you wish to get separate invoices for individual products, please order the products separately.

Do you issue tax invoices with deferred payment dates?

At the moment we do not issue  invoices with deferred payment dates.

ADDRESSES

Can an order be split into two different shipments to different addresses?

An order can only be shipped to a single address. If you wish selected products to be sent to different people or addresses, please order the products separately.

CANCELLING YOUR ORDER

Can I cancel an existing order that has not been paid yet?

In order to cancel an existing order please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl, quoting the order number in your email.

Can I cancel an existing order that has already been paid?

In order to cancel an existing order that has already been paid please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl, quoting the order number in your email. If the order was paid upfront, the money will be returned to you by the end of 14 calendar days from the date the order is cancelled. This normally takes us three days.

Can I remove a single product from an order?

In order to remove one item from your order, please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl, quoting in your email the order number and specifying the item to be removed from your list.

If your order has not been picked yet, we will do our best to remove the item you indicate.

Can I cancel my order once the items have been picked?

It is technically impossible for us to cancel an order once it has been picked.

PRICE

Does the price given next to a book include the shipping cost?

For books, the price quoted next to the title does not include the shipping cost. The shipping cost will be calculated in your purchase order summary at the last stage of generating the order. Posters are an exception from this rule.

COMPLAINTS

How much time do I have to make a complaint?

You have two years from the date of receipt of your order to make a warranty claim.

How long does it take to consider my complaint?

Customer claims are dealt with within 14 days (this applies to orders placed after 1 Mar. 2016).

How long does it take to issue a refund following a complaint?

If your complaint is granted, the price of the item will be refunded to you within 14 days.

RETURNS

How many days do I have to return an item?

You have 14 days from the date of receipt of your order to return an item.

How long does it take to issue a refund following a return?

The funds will be returned within  14 days (for orders placed after 1 March 2016).

SHIPPING TIME

Your order will go for processing after it is paid (for orders paid upfront).

The shipping time includes:

– The time required to pick the items at our warehouse (it is stated for each product available on our website, e.g. 24 hours),

– The time from capturing the payment to shipment, which is no longer than 48 hours.

For products in the Forthcoming category, the date of shipment is given individually for each product.

All purchase orders are fulfilled and shipped on working days (Monday to Friday).

Orders placed on bank holidays and weekends will be sent for processing on the nearest working day.

Can I expedite the delivery?

We are committed to fulfilling your order as fast as possible. For information on the anticipated date of delivery please log in to the Your Account section or check the order acknowledgement email.

Can I change the payment or delivery method once I have placed an order?

We are unable to change the payment or delivery method for an order that is already being processed. In this situation we suggest cancelling your order and placing a new one with the proper payment or delivery option.

TERMS OF DELIVERY

Where can I check the shipping costs?

Pease visit our website ksiegarniamck.pl, section TERMS OF DELIVERY.

Do you ship internationally?

Yes, we do. International shipping of books is charged at the current fees of Poczta Polska. Poster shipping costs are included in the prices listed.

DISCOUNT CODES

Discount codes policy at ksiegarniamck.pl.

1. With discount codes the clients can reduce the cost of the goods they order. You can receive a discount voucher by e-mail, newsletter, SMS or leaflet on the occasion of promotions, loyalty programmes or competitions.

2. A discount code
– Is in alphanumeric format,
– Can only be used once,
– Has a pre-defined value stated in Polish zlotys (e.g. PLN 10) or as a portion of the price (e.g. 10%),
– Has an expiration date,
– Reduces the final price of the product but not the shipping costs, unless explicitly set forth otherwise in the instructions for the application of discount codes you have received.

3. Only one discount code can be applied per order. Enter your discount code at the time yoy are making your purchase in the designated place on the ksiegarniamck.pl order form.

4. A discount code may have a minimum order value set for it (e.g. 10% discount on all orders above PLN 70).

5. No unused discount amount rolls over to another order.

6. If the order to which you applied a code is cancelled, you are entitled to a new discount code of the same value. To receive it, please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl.

7. No discount code can be exchanged for cash.

8. Discount codes and promotions do not aggregate, unless the terms and conditions of a promotion state explicitly otherwise.

Where do I enter a discount code?

Enter your discount code at the time of placing an order, in the Enter Promo Code field, and next click OK for the code to be redeemed.

What should I do if an error message displays after I enter my discount code?

If you get an error message at entering a code please make sure the voucher code you have typed is correct. Please also check the expiration date of your code and make sure you are entering it in the correct place.

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