All you need to know – FAQs

1. Shipping & Pickup 

– How will I receive my order?

I ship my orders via Zásilkovna – they use various global delivery partners (GLS, DHL, etc.) and you’ll get an e-mail regarding their delivery service to you. Your order can be sent to the address you provide us. Please be sure to leave your mobile number, so the delivery partner can contact you. 

Standard delivery usually takes one to three days. Please keep in mind that I only accept payment in advance which means I don’t provide cash on delivery.

– How much does shipping cost?

Shipping is counted individually and depends on the country your order is shipped to.  You will see the shipping cost when you checkout while making your order.

– How will I know when my package will be delivered?

You’ll be notified when your order is sent. Standard delivery within the Czech Republic usually takes one or two days, shipping to Slovakia may take up to four days and about a week to other countries. I’ll need your phone number so the delivery partner can contact you with more information about when your order is to be delivered. If you want the shipping number, please send me an email (hello@karokuc.com), and I’ll be happy to send it to you. 

– Can I personally pick up my order?

Yes, if you are in Prague, you can pick up your order at the Hlinotéka Studio (address – ​​Šternberkova 22, Prague 7). We will just have to arrange a time so that everything will be ready for you.

Please, remember that I only accept payment in advance by card or via bank transfer. Once I’ve received the money, I’ll contact you to arrange your pick up order. 

– What should I do when I collect my parcel at the post office or from a courier and the package is visibly damaged?

I hope this won’t happen, but if it does, please keep in mind that the whole process of shipping is provided by external companies. Although I always send your package in perfect condition, it may happen it will arrive damaged along the way. What you can do is check the package right away before accepting it. If your package is in any way damaged or unpacked, do not accept it. If you do accept it, the shipping company may not take your later claim into consideration because by accepting it you agree with its condition. In case you don’t like what you see, don’t be afraid to speak up. All our packages are insured, so they’ll be sent back to us and I’ll deal with the delivery company and let you know what happens next.

– The package looked okay but the products are damaged when I opened it. What happens now?

I am are very sorry to hear this! Email me (hello@karokuc.com) with images of the damage as soon as this happens so I can find a suitable solution. I’ll be sure to find a solution

2. Product Stock

– Is everything I see online always in stock?

Most of my products are in stock, but there are also sold out items. You’ll find this information on the product page. If it’s in stock, you can purchase it, but not sold-out items. If you’re interested in some of my products which aren’t in stock at the moment, contact me hello@karokuc.com 

– Is it possible to take a look at your products in person?

If you want to see a certain product, please contact me beforehand. I’ll be sure to get the product ready for you in my studio in Prague 7, and we can set up a time to meet. Send me an email via hello@karokuc.com

3. Payments

I only accept payment in advance. It can be via card (MasterCard, Visa, etc. – provided by Stripe), or a direct bank account transfer (for CZK it is 1553979006/2700, or IBAN: CZ5827000000001553979006, BIC: BACXCZPP, please use the Order ID for the Variable Symbol). I don’t accept cash payments via my online shop, or provide cash on delivery.

You’ll get all the information in your order email (methods of payment, account number and variable symbol). It’s the same for orders in the Czech Republic and abroad (delivery fees vary depending on where the order is shipped)

4. Returning Goods

The law states that when you purchase something online, so you have the right to return it. If you decide to return a product, you must do so within 30 days of purchase. Goods must be returned in their original packaging, unused and undamaged. Otherwise, I won’t be able to take them back.

Please note, that shipping is not refundable, meaning that you will get your purchase order minus the original shipping price back.

The address for returning the goods is:

– Karolína Kučerová 

Štěpánská 629/59110 00 Nové Město, Czechia

– How can I claim a refund for the goods that are clearly damaged?

If something like that happens, please let me know immediately, right after opening your order. Also, send a photo showing the damage. You can send us the order back, with a simple claim form and a copy of the invoice. The best way is to contact me is via email (hello@karokuc.com) and I’ll deal with your issue individually

5. Retail & Collaborations

– How can I cooperate with you or make a custom order?

Contact me! I’ll be happy to discuss new collaborations or larger, custom orders.