Frequently Asked Questions

We always strive to keep shipping costs as low as possible. The calculation of the shipping price depends on the weight of the shipment. In the case of ordering multiple items, we try to send the goods as one package.

Not sure about the shipping cost? Feel free to add the goods to your cart and you will immediately see the shipping cost. After that, you can proceed to the order if desired.

In the order confirmation email you will find a link to retry payment. If you're still unable to pay, we will gladly change your payment method to cash on delivery, please contact us.

You can find the payment receipt in your payment gateway or your bank. If we did not receive your payment, we will automatically send you an email so that you can retry the payment or choose another payment method.

If this option does not appear in your cart, please provide the billing information in the order note.

If this payment method is not available in the cart, please choose one of the offered payments supported by our system.

We assess each request individually. It depends on the purchase amount and the verification of your organization. For more information, please contact us via email or phone, or alternatively create an order and write your request in the note.

You can return the product to us via our online form. After submitting the form, we will get in touch with you. For our customers, in cooperation with our carrier, we can arrange a pickup (more information here).

Yes, but before you decide to do so, please contact us. It is necessary to assess the degree of wear (e.g., marks from screws, scratches, etc.). If we agree on the possibility of returning assembled goods, according to our Terms of Service we may refund a lower amount, 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 photographs of the damaged product, and possibly a video recording. You can conveniently upload everything via the Retino app. If you are interested in replacement parts, please immediately indicate these parts in the manufacturer's instructions and send us a photo or screenshot with the indication.

We try to process complaints within the legal timeframe of 30 days. The average resolution time is 7-15 business days. Each case is assessed individually and if replacement parts need to be sent, we try to have the manufacturer send the parts directly to the customer's address.

We inform our customers via email at the moment we hand the goods over to the carrier. If the goods are in stock, we usually dispatch the shipment within 48 hours.

You can track the exact progress of your shipment using the link provided in the shipment dispatch email.

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

On our part, we can only influence the day of handing over to the carrier. If you know in advance that the shipment may be delivered while you are absent, please contact us or enter your request in the order note.

If the cart does not provide the option to choose a delivery time window when selecting a carrier, please note that carriers usually deliver on weekdays in the morning. On the day the carrier contacts you, you can try to arrange a specific day.

We offer this service in cooperation with the carrier GEIS, and you can find it in the cart under the name HomeDelivery Premium.

If you request delivery up to your door from a carrier that does not offer this service, delivery up to the door is not possible. Typically, the carrier delivers the shipment to the first lockable door, where you will collect it personally.

Couriers usually have a payment terminal available, please check directly with the driver who will contact you prior to the delivery.

This situation may occur exceptionally. The full amount to be collected (cash on delivery) is tied to the first printed carrier label, which you can pay without worry, and the remaining shipments are delivered by the same driver within a maximum of 1-3 business days. We dispatch goods from two floors of our warehouse, so, for example, furniture may be dispatched earlier than mattresses (or vice versa). For consolidated delivery, a solution in the form of pallet delivery is available.

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

For pre-ordered goods, it depends on availability at the time of purchase. We can provide an exact estimate upon inquiry, approximately 1-2 weeks after the order is placed. We adjust pre-order delivery times continuously based on our manufacturers' current capacities and strive to ensure timely delivery to our customers.

We keep you informed about your order status through automated emails upon order placement and dispatch. We continually increase the number of auto-emails based on customer needs and are preparing an order overview that 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 have information from the customer that they will not be present at the delivery address at the specified time, we dispatch the goods immediately (absence at the address can be indicated in the order note when placing the order).

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

For cash on delivery payments, we split the order into 2 separate parts (you will receive 2 invoices).

For prepayment – if interested – we will dispatch the in-stock items earlier. You will receive the invoice after the last item in the order is dispatched.

For pre-paid orders, it is only possible to reduce the number of items (removing items) and get a refund.

For orders with cash on delivery, changes to order items are possible upon inquiry. Modifying an order may affect the processing time.