FAQ – Frequently Asked Questions

 

PLACING YOUR ORDER

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

We proces only orders placed via the ICC Bookstore website and paid upfront (prepayment).

Can I combine two or more orders?

Unfrotunately, it is not possible to combine orders.

Why cannot I pay on delivery?

In order for the order to be processed it has to be paid upfront (prepayment).

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

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

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

If you wish selected products to be sent to different people or addresses, please order the products separately.

 

PROCESSING ORDERS

How long the order is processed?

Your order will go for processing immediately after it is paid.

The package is sent up to two working days after the payment had been credited to our account.

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

Can I expedite the delivery?

If you would like to expedite the delivery, please contact our Customer Support Desk at ksiegarnia@mck.krakow.pl.

 

DELIVERY

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 (the price includes the shipping cost).

Can I change the delivery address for a placed order?

Yes, in order to change the delivery address, please contact our 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 check a relevant checkbox while placing the order. You can also include the information that you would need an invoice in the comments section. Please do not forget to provide us with your company details needed to issue an invoice.

Please give us all details needed to issue an invoice while placing an order. It is not possible to add any details after the order is placed, and as a result we will be unable to generate an invoice in such cases (Art. 106b.5 of the VAT Act).

Your invoice will be sent as an attachment to the e-mail confirming your order is being processed.

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

Do you issue tax invoices with deferred payment dates?

For retail customers we do not issue such invoices. Public instutions that would like to receive an invoice with a deferred payment date are requested to contact our Customer Support Desk at ksiegarnia@mck.krakow.pl.

 

CANCELLING YOUR ORDER

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. The money will be returned to you within 14 calendar days from the date the order is cancelled.

ATTENTION! If the order has already been shipped, it is not possible to cancel it. In such cases we encourage you to exercise the right to withdraw from the contract. For details see: Returns and complains.

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.

ATTENTION! If the order has already been shipped, it is not possible to cancel it. In such cases we encourage you to exercise the right to withdraw from the contract. For details see: Returns and complains.

 

COMPLAINTS

What should I do if I have received a damaged product?

If the received product has flaws or is damaged, please contact the Customer Support Desk at ksiegarnia@mck.krakow.pl. Details about our complaint procedure can be found at: Returns and complains.

How long does it take to consider my complaint?

Customer claims are dealt with within 14 days.

When will I receive a refund following a complaint?

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

 

WITHDRAWING FROM THE CONTRACT – 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.

When will I receive a refund following a withdrawal from the contract?

The funds will be returned within  14 days.

 

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