FAQ – frequently asked questions
Here you'll get the quickest answers to the most frequently asked questions. If your question isn't on the list, write to us using the contact form — we'll try to reply to your email within 24h.
You can also reach us by phone during office hours (10:00 - 18:00) at +48 459 599 448.
Returns / exchange
How long do I have to make a return?
You have the right to withdraw from the sales agreement within 14 days of receiving your order. If 14 days have passed since delivery, we unfortunately can't offer a cash refund.In exceptional cases where the return deadline has passed, please contact us by email — we'll try to propose a satisfactory solution.
What address should I send my return to?
We don't accept returns at our physical boutique. Please send them by courier to the warehouse address below:
Spreest sp. z o.o.
Romualda Traugutta 19
05-300 Mińsk Mazowiecki
Mazowieckie
Tel: +48 459 599 448
To make a return, please fill in the form and include it with your parcel. If you're unable to print the form, kindly write the required details by hand on a piece of paper.
Where can I find the return form?
The return form is available at this LINK
You can fill it in on a computer / phone, then print it out and put it in the returned parcel.
Complaints
How can I file a complaint about a faulty product?
For a complaint about a faulty product, please contact us by email at sklep@spreest.pl — please attach a completed complaint form along with photos showing the defect.
Do I have to send the product back?
In most cases you'll need to send the product back to us, but we kindly ask you to first report the complaint to us by email and then proceed according to the instructions provided in correspondence with our staff member.
Orders
Can I add something to an order I've already placed?
To add a product to an order you've already placed, please call our customer service on +48 459 599 448 between 10:30 - 17:00, or email us at sklep@spreest.pl.
If the order has already been processed by our warehouse and packed, we unfortunately won't be able to add anything to the parcel.
There was a mistake in the order I received. What now?
If, after unpacking the parcel, it turns out the products you received don't match your order or something is missing, please contact us by email at sklep@spreest.pl right away.
Can I order a gift to be sent directly to the recipient?
Of course! Just enter the recipient's address in the shipping details field.
The invoice is sent electronically, so it won't be in the parcel.
Shipping
How long will I wait for my order to ship?
We try to process all orders promptly. Delivery time within Poland is 1-2 business days (unless the product page states an extended waiting time).
In the event of delays on our part, we'll let you know by email.
The parcel I received is damaged.
If the parcel delivered by the courier shows clear signs of damage — the box is torn, the contents seem broken, there are stains from spilled liquid, or the box is sealed with courier tape — please immediately file a complaint with the courier who delivered the order and complete a damage report with the carrier, then let us know by email so we can claim for the damaged parcel with the courier company.
All parcels we send are insured, and a customer complaint filed at the moment of delivery is crucial for us to be able to claim compensation from the courier company.