Frequently Asked Questions

We always try to keep the shipping costs as low as possible. The calculation of the shipping price depends on the weight of the shipment. If you order more than one item, we try to send the goods as one package.

Not sure about the shipping price? Feel free to add the item to your cart and you will immediately see the shipping price. Only then can you proceed to place your order.

You will find a link to re-pay in your order confirmation email. If you are still unable to pay, we will be happy to change your payment method to cash on delivery, please contact us.

You can find confirmation of payment receipt from the payment gateway or your bank. If we do not receive your payment, we will automatically send you an email so you can repeat the payment or choose a different payment method.

If you do not see this option in your cart, please include your billing information in the order notes.

If this payment method is not available in the shopping cart, please choose from the offered payments that our system supports.

We consider each request individually. It depends on the value of the purchase and the verification of your organization. For more information, please contact us by email or phone, or create an order and write your request in the notes.

You can return the goods to us via our online form . After submitting the form, we will contact you. For our customers, in cooperation with our carrier, we can arrange collection ( more information here ).

Yes, but before you make this decision, contact us. It is necessary to assess the degree of wear (pressure from screws, abrasions, etc.). If we agree on the possibility of returning the assembled goods, we can refund you a lower amount according to our Terms and Conditions, depending on the degree of wear. Usually, the refunded amount for the product is reduced by 10-20%.

Please fill out our online form and wait for instructions from the complaints department. We will need photos of the damaged goods, or a video recording. You can upload everything conveniently via the Retino application. If you are interested in spare parts, please mark these parts in the manufacturer's instructions and send us a photo or screenshot with the marking.

We try to resolve the complaint within the statutory period of 30 days. The average resolution time is 7-15 working days. We assess each case individually and if it is necessary to send spare parts, we try to have the manufacturer send the parts directly to the customer's address.

We inform our customers by email when we hand over the goods to the carrier. If the goods are in stock, we usually dispatch the shipment within 24 hours (on business days).

You can track the exact movement of your shipment using the link we send you along with the email about the shipment.

For shipments delivered by GLS, their status (in the shipping history) appears for 2-3 days as "not handed over for shipment - Shipment data received, waiting for the package to be handed over". This is despite the fact that the shipments are already in the care of the carrier. Delivery usually occurs within 2-4 business days from the moment of receiving the automatic email about the shipment.

We can only influence the day of delivery. If you know in advance that the shipment could be delivered in your absence, please contact us or write your wishes in the order notes.

If the option to choose a delivery time window is not listed in the cart when selecting a carrier, carriers usually deliver on working days in the morning. You can try to agree on a specific day on the day the carrier contacts you.

We offer this service in cooperation with the transport company GEIS; you can find it in your cart under the name HomeDelivery Premium.

If you request a return from a carrier that does not offer this service, a return is not possible. As a standard, the carrier will deliver the shipment to the first lockable door, where you will collect it in person.

Couriers usually have a payment terminal available, please inquire directly with the driver, who will contact you before delivering the shipment.

This situation may happen exceptionally. The entire amount to be paid (cash on delivery) is tied to the 1st printed carrier label, you can pay without any worries, the remaining shipments are delivered by the same driver with a maximum interval of 1-3 working days. We ship goods from 2 floors of the warehouse, so for example furniture can be shipped earlier than mattresses (sometimes vice versa). For joint delivery, there is a solution in the form of delivery on a pallet.

For delivery to countries in the European Union, you can order at www.banaby.eu or directly select the country to which you need the goods delivered.

For made-to-order goods, availability depends on the time of purchase. We can provide an exact estimate upon request, approximately 1-2 weeks after placing the order. We continuously adjust the delivery dates for made-to-order goods to the current capacities of our manufacturers and we strive to ensure that customers receive the goods on time.

We inform you about the status of your order via automated emails when creating and shipping your order. We are continuously increasing the number of auto-emails according to customer needs and are preparing an order overview for you, which will be available in the order confirmation email or for registered customers (after logging in).

In exceptional cases, it may happen that the goods are delivered to our warehouse earlier than expected. If we do not receive information from the customer that they will not be present at the delivery address on a specific date, we will send the goods immediately (the absence at the address can be stated in the order notes when creating the order).

Yes, this option is available upon request to our customer service. It depends on the payment method.

When paying on delivery, we will divide the order into 2 separate ones (you will receive 2 invoices).

When paying in advance - if interested - we will send items that are in stock earlier. You will receive the invoice after the last item from the order has been shipped.

For prepaid orders, only a reduction in the number of pieces (removal of goods) and a refund are possible.

For cash on delivery orders, changes to order items are possible upon request. Interference with the order may affect the speed of order processing.