FAQ

IS IT POSSIBLE TO SHOP WITHOUT REGISTERING?

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We do make it possible for those “on the run”. The order will be completed without any problems and you will be notified to your e-mail about any basic status changes. But we do encourage you to register – the difference between registering and quick shopping is only in setting your password. Customer panel allows you to track your order, make returns, browse your purchase history and get engaged in our ecological campaigns.

WHEN WILL MY ORDER BE SENT?

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We put all of our effort for you to enjoy our products as soon as possible. For the orders made from Monday to Friday the parcels are sent the next day and delivered according to the delivery method that is chosen. You will find all of the details below.

For the orders made on Saturday, Sunday and during non-working holidays the parcels are sent the next working day. In exceptional circumstances the above mentioned dispatch time can be extended. We will always let you know as soon as possible if any of these circumstances arise.

WHAT IS THE ESTIMATED DELIVERY TIME?

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Detailed information about delivery time you can find >>here<<.

CAN I RECEIVE AN INVOICE?

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Certainly. When placing your order you need to tick the option “Comments to order” and provide the details. You will find the document in the parcel.

I HAVE ISSUES WITH LOGGING IN. DID I BREAK ANYTHING? 🙂

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Certainly not 🙂 The most common problem is the incorrect e-mail or password. It’s worth checking if caps lock is on. If you don’t remember the password, retrieve it in a simple way, click on ‘retrieve password’ at the log-on page. New generic password will be sent to the e-mail address provided at registration. If the details you put in are correct, you don’t make any typos and you are still not able to log in you should contact us and we will surely help.

I HAVE PROBLEMS WITH REGISTRATION, CUSTOMER PANEL OR ANY OTHER TECHNICAL ISSUE.

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Please contact us on: hello@robinwood.eco . We will deal with the inconvenience quickly. We will help and deal with the defect.

WILL I RECEIVE ANY UPDATE ON THE STATUS OF MY ORDER AFTER PLACING IT?

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Order tracking is available to all of the registered users in the ‘purchase history’ section. Additionally, every user will receive an update on the order status to the e-mail address provided at the registration

I WASN'T AT HOME WHEN THE COURIER DELIVERED THE PARCEL. WHAT CAN I DO?

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To increase the chances of the delivery, we recommend choosing deliveries to your work place:) After a failed attempt to deliver, the courier should try to deliver the parcel twice to the provided delivery address. This is included in the service that we have chosen to deliver our products. It is, of course, free of charge.

SOMETHING WENT WRONG - THE PARCEL CAME DAMAGED. ANY ADVICE?

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In this case we recommend not to collect the delivery from the courier. If the delivered parcel raises any doubts and the packaging is for example damaged, we would ask you not to collect it and inform us about the situation. We will try to send a new item as soon as possible or reimburse the money.

The careful examination of the parcel is possible only after paying for the delivery and signing the transport documents. In fact, the courier does not have the obligation to participate in this endeavour, but you could ask him nicely to stay until you examine the parcel. In the case when the courier is not in favour of this solution, we need to remember (remind the carrier) that in the case of damage the courier will have to show up once again to complete a damage protocol.

The moment you detect a damage and complete the damage protocol, the parcel stays at the recipient premises. We guarantee to help with the process of returning the merchandise to our shop and with any further assistance.

IS IT POSSIBLE TO SEND MY ORDER AT A LATER DATE THAN THE NEXT DAY AFTER THE PURCHASE?

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That’s not a problem at all. Please leave us a note when ordering. If the change occurs after placing the order, please contact us directly on order@robinwood.eco. Unless the parcel has been dispatched (which we always inform about), we will postpone the date without any problems.

I WOULD LIKE TO CHANGE THE DELIVERY ADDRESS PROVIDED

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Unless the parcel has been dispatched, which we always inform about by e-mail, please contact us on order@robinwood.eco. The request has to be sent from the e-mail address provided when making the order.

WILL THE COURIER CONTACT ME BEFORE DELIVERING THE PARCEL?

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It depends on the carrier. Unfortunately, the couriers are not obliged to contact the recipient before making the delivery. Therefore, we can’t guarantee that. Nevertheless, the majority will contact you on the delivery date.

THERE IS NO RECEIPT, INVOICE, OR WARRANTY IN THE PARCEL.

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We are sincerely sorry! If any of the documents is missing, please contact us on order@robinwood.eco so we could deal with this. The missing documents will be sent by e-mail or by post (depending on your needs) free of charge.




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