[vc_row css=”.vc_custom_1452528874231{margin-top: 50px !important;}”][vc_column][vc_custom_heading text=”Frequently Asked Questions” font_container=”tag:h2|text_align:center” google_fonts=”font_family:Montserrat%3Aregular%2C700|font_style:400%20regular%3A400%3Anormal”][vc_column_text]

Here you will find the answers to a lot of questions you might have regarding our services.  If your question is not answered here, feel free to contact us.

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Shipping and Returns

[/vc_column_text][vc_tta_accordion][vc_tta_section title=”Do you deliver worldwide?” tab_id=”1554325345642-6f25f9d6-54a4″][vc_column_text]Yes, we deliver worldwide.[/vc_column_text][/vc_tta_section][vc_tta_section title=”There is no shipping option for my country, what can I do?” tab_id=”1554325736694-c7d76acb-0b43″][vc_column_text]In some cases, you may have a particular product in your cart, for various reasons can not be shipped to particular countries. This is usually to do with the destination countries regulations and/or restrictions. Unfortunately, there is nothing we can do about this.[/vc_column_text][/vc_tta_section][vc_tta_section title=”When will my order arrive?” tab_id=”1554328651199-37d03d88-e16d”][vc_column_text]Orders usually arrive between 1 and 4 weeks from time of confirmed order.[/vc_column_text][/vc_tta_section][vc_tta_section title=”I ordered 2 or more items, will they arrive together?” tab_id=”1554328790718-94775580-25dc”][vc_column_text]Probably not. Orders are shipped directly from the manufacturer or wholesaler, which means if you order 2 or more items, they might be coming from different suppliers.  In this case, your items might be shipped separately from different locations, but they will get to you.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Has my order been shipped?” tab_id=”1554329112391-f1002122-ceac”][vc_column_text]Orders are usually dispatched within 1 to 3 days of ordering. Once and order is dispatched, you will receive an email to let you know. If you have not received an email, please check your spam/junk folder. Unfortunately, sometimes emails don’t always make it to the inbox.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Can my order be tracked?” tab_id=”1554330008783-7cab08d0-f830″][vc_column_text]In short, yes! You will receive a tracking number in your dispatch confirmation email once your item has been shipped.[/vc_column_text][/vc_tta_section][vc_tta_section title=”My item is damaged, what do I do?” tab_id=”1554329370919-4d5e66bd-a10f”][vc_column_text]Firstly, don’t panic! We will make sure we put this right for you. The first thing you need to do is take some photos of the damaged item, clearly showing the damage. Then send them to us at support@stapolin.com including the name it the item and the Order Number (which can be found in the My-Account section of this website). We will then offer you either a refund or a replacement item. Note: We have no control over the handling of boxes once they have been shipped. Any damage to the shipping box is the responsibility of the carrier. In most cases, a damaged package does not mean the goods inside it are damaged. Please check your items carefully if you notice the shipping package/box is damaged.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do return an item?” tab_id=”1554329993009-b7d809d4-8302″][vc_column_text]If you are returning an item within the 30 day return period, the item must be unopened in its original packaging. We will ask you to take a photo of the item before returning it to us to confirm its condition. We will also ask you for the order number with can be found on the My Account page. To request a return, please fill out the form on the Customer Returns page which we will reply to within 24 hours. Note: if you are returning an item due to damage, please see the FAQ section called ‘My item is damaged, what do I do?’.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Do you offer Free Shipping?” tab_id=”1554331577081-4e1d1478-271b”][vc_column_text]Yes we do. All orders over €35 (or equivalent in other currencies) will be shipped free of charge. Order under €35 will have a shipping fee of €3.50.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Do I have to pay import duty/tax on my order?” tab_id=”1554333860878-3a3fb9fb-95b1″][vc_column_text]This depends entirely on the country the order is being shipped to. Please check with your country’s local authorities for more information. In most cases orders are received without any import duty added to them but we can not guarantee this will be the case for all orders. Import duties are the sole responsibility of the buyer.[/vc_column_text][/vc_tta_section][/vc_tta_accordion][vc_column_text]

Payment Information

[/vc_column_text][vc_tta_accordion][vc_tta_section title=”What type of payment do you accept?” tab_id=”1554326065941-5af34713-07b7″][vc_column_text]We accept most debit or credit cards including Visa, MasterCard & American Express.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Is payment secure?” tab_id=”1554326065941-40e95484-c2bb”][vc_column_text]Yes, payments are secure. Our payment system is fully PCI Compliant through our payment partner, Stripe. Stripe is an online payment system with some of the highest standards of security in the world when it comes to paying for good and services online.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Do you see my card details?” tab_id=”1554333255292-5bc95bf2-75e0″][vc_column_text]No, we never see your credit or debit card details. When you make a payment on our website, your details are never passed to us, they are sent directly to the payment provider, Stripe, to process your payment.[/vc_column_text][/vc_tta_section][vc_tta_section title=”If I have a refund due, where will it be sent?” tab_id=”1554333408666-dc1f7cf8-b88e”][vc_column_text]Typically, refunds are send straight back to the card used to make the payment. For EU customers, we can optionally refund to a bank account, but this will incur a small processing fee. Note: For refunds to bank accounts, the account MUST belong to, and be in the name of the customer who made the original purchase.[/vc_column_text][/vc_tta_section][/vc_tta_accordion][/vc_column][vc_column width=”1/2″][vc_column_text]

Late and Non-Delivered Orders

[/vc_column_text][vc_column_text]Although rare, it can happen that your order may not arrive as quickly as we would hope. In this case, if your order does not arrive with 45 days of it being dispatched, we will refund you the full amount of the items that are late and you still get to keep the item(s) when it/they arrive. See our Money Back Guarantee [/vc_column_text][vc_single_image image=”1877″ img_size=”medium” alignment=”center”][vc_column_text]

Privacy

[/vc_column_text][vc_tta_accordion][vc_tta_section title=”Are my personal details shared with anyone?” tab_id=”1554339063577-411ab092-6341″][vc_column_text]Your personal details are used to process your orders and communicate with you. Outside of this, we do not share your personal details with anyone.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Can I request a copy of what personal data has been collected on your website?” tab_id=”1554339063578-a4687b5d-9da9″][vc_column_text]Of course. To request a copy of data we have collected, please email us at support@stapolin.com. When we receive your email, we will ask you to verify your identity, usually by asking for a copy of your driving licence or passport (which will be deleted as soon as we can verify you are who you say you are). Once we are happy that you are who you say you are, a confirmation email will be sent to you on the email address we have on file, with a link to download your data.[/vc_column_text][/vc_tta_section][vc_tta_section title=”What information will the download contain?” tab_id=”1554339776030-e5ee14d6-269c”][vc_column_text]The download will show you all the data we have since you first registered on our website (usually when you made your first purchase). This will include your personal data like your name, email address, billing address, phone number etc. It will also include details about orders you made on stapolin.com, any comments/reviews you wrote, media you uploaded to the website (through a review or contact form), your current or past wishlists etc.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Can my data be erased if I request?” tab_id=”1554340151959-c4d61392-4af0″][vc_column_text]For the most part, yes.  Due to certain business laws in Ireland/EU we must keep certain information in relation to orders you have made.  This includes information that is part of an invoice that has been issued.[/vc_column_text][/vc_tta_section][/vc_tta_accordion][/vc_column][/vc_row]