Frequently Asked Questions (FAQ)
Answers to the most popular customer questions about payments, shipping, hobby kit contents, and return policies.
Payment & Modifying Orders
Everything you need to know about the checkout process, payment security, and currency processing on our website.
What payment methods do you accept?
You can pay for your order using Visa and Mastercard, mobile wallets like Apple Pay and Google Pay, or PayPal. We also support local European payment methods such as Klarna, BLIK, Przelewy24, Giropay, and iDEAL. The available options will automatically appear at checkout based on your location.
What currency will I be charged in?
Our store’s base currency is the Polish Zloty (PLN). For your convenience, prices are displayed in your local currency (e.g., Euros). However, the final amount charged and the exchange rate depend entirely on the internal policies of your card-issuing bank.
Is it safe to enter my card details on your website?
Yes, it is completely secure. Our website uses 256-bit SSL encryption. We do not collect or store your credit card details—all data is securely transmitted directly to our payment gateways (Stripe and PayPal), which are certified to the highest PCI-DSS Level 1 security standards.
What should I do if my payment is declined?
Double-check your card details and expiration date. Ensure that your card has not exceeded its online spending limit and is authorized for international transactions (our company is registered in Poland). If the issue persists, approve the transaction in your banking app or try checking out with PayPal.
Can I cancel or modify my order after placing it?
You can only modify or cancel your order before it has been handed over for delivery. Please contact our support team immediately using the contact form and make sure to include your Order ID.
Shipping & Delivery
Information on processing times, EU shipping destinations, and tracking your packages.
Where do you ship, and how much does it cost?
We ship anywhere within the European Union. Exact delivery times, shipping costs, and available delivery methods (courier or parcel locker) are calculated automatically in real time at checkout once you enter your country and postal code.
What are your order processing and dispatch times?
Orders are processed on business days between 09:00 and 20:00 (CET). Orders placed before 16:00 are guaranteed to ship the next business day. Orders placed after 16:00 will ship in 1 business day. We do not dispatch orders on national holidays.
How can I track my package?
As soon as the shipping carrier scans your package into their system, you will automatically receive an email with your tracking number. You can use this number to check your delivery status on our [Order Tracking] page.
Why did my order arrive in multiple packages?
To get your items to you as quickly as possible, your order may be divided into multiple shipments. In this case, items may arrive on different days and be delivered by different shipping carriers. You will receive a separate tracking number for each package.
What happens if I do not pick up my package in time?
If you fail to collect your package from a parcel locker or the courier cannot reach you, the package will be returned to our warehouse. You can either arrange for a reshipment at your own expense or request a refund minus the original shipping costs.
Hobby Kit Contents
Detailed information about box contents, materials used, and key differences between product types.
Are liquid glue and batteries included in the kits?
No, liquid glue and batteries (for roombox lighting or mechanical movements) are not included. This is due to European Union shipping restrictions regarding flammable liquids and lithium batteries. You will need to purchase these items separately.
What if my 3D puzzle kit is missing the wax?
In some 3D puzzle kits, the lubricating wax is removed to comply with logistics regulations. As a perfect substitute, you can use a standard household wax or paraffin candle—simply rub it lightly against the gears and moving wooden parts to ensure smooth operation.
Returns & Replacement Parts
Rules for returning unopened kits within 14 days and the process for reporting defects or missing pieces.
Can I return an item if I change my mind?
Yes, we offer a no-questions-asked return policy within 14 days of delivery. We only accept returns for unused, unopened kits that are still in their original factory shrink wrap. Gift cards are non-returnable.
What should I do if a piece is missing or defective?
There is no need to return the entire kit. Fill out the form on our Returns & Exchanges page, provide the product SKU, and attach a photo of the instruction manual highlighting the required part. We will send you the replacement pieces completely free of charge.
Who pays for return shipping?
For standard returns (if you simply changed your mind), the buyer is responsible for return shipping costs. You can either ship the package to our warehouse in Warsaw yourself, or request a prepaid shipping label from us—the cost of which will be deducted from your final refund.
How long does it take to get a refund?
In accordance with EU law, refunds are processed within 14 days of the returned item arriving and being inspected at our facility in Poland. Please note that your bank may take an additional 3–7 business days to post the funds to your account.
Is the original shipping cost refunded if I return my order?
Yes. If you choose to return your entire order (all items on the receipt), we will refund the full amount, including the standard original shipping fee you paid at checkout.
Promo Codes & Special Offers
Rules for applying progressive discounts, activating welcome coupons, and loyalty program conditions.
How does the progressive discount system work?
The discount is calculated and applied automatically in your cart based on the total value of your items. You get a 5% discount on orders over €100, a 7% discount on orders over €150, and a maximum 10% discount on orders over €200. This discount cannot be combined with other promo codes.
How do I get a discount on my first order?
Subscribe to our email newsletter. You will immediately receive a unique 10% welcome promo code for your first purchase. This code applies to the entire catalog but cannot be stacked with progressive discounts or video review coupons.
How can I earn a 15% coupon for a video review?
Record a short video showing the unboxing or assembly process of a kit you bought from us (showing your face is completely optional). Email the link to [email protected] with the subject “Video Review”. We will verify it within 1-2 business days and send you a unique 15% discount code for your next order.
Can I use a promo code together with a progressive discount?
No, percentage-based discounts do not stack in a single transaction. The checkout system will automatically evaluate your cart and apply the single largest discount available to ensure you get the best deal.
Do I still get free shipping if a discount drops my total below €65?
Free shipping is based strictly on the final checkout amount. If applying a promo code reduces your total balance below the €65 (275 zł) threshold, simply add a small accessory to your cart to restore the free delivery option.
Still Have Questions? Contact Us
Rules for returning unopened kits within 14 days and the process for reporting defects or missing pieces.
