Frequently Asked Questions

1. How to place an order?

• 1.1 Telephone order

  You can place an order via telephone. Prepare the product code and call our information line: +48 509 009 008 (MON-FRI: 10:00 - 14:00).

• 1.2 Online order

  To place an order, select a product, product size, and click "add to shopping cart". Then choose your preferred shipping option. Click "Go to make an order" and choose your payment method. Fill in the invoice details and delivery address. If the order has been placed successfully, you will receive a confirmation email.

2. Order status

• 2.1 When will I receive my order?

  If your order was placed before 8:00 between Monday and Friday, we will start processing it on the same day. If your order was placed after 8:00 between Monday and Thursday, we will start processing it on the next business day. Orders placed after 8:00 on Friday as well as on Saturday and Sunday will be processed the following Monday. For orders larger than 1 product, the fulfillment time may be longer. If your order has been dispatched for shipping, you can track the progress of your shipment.

• 2.2 What is the shipping time?

  Dispatch time is 1-2 business days. Shipping time depends on the country of shipment. We encourage you to track the progress of your shipment on the courier website.

3. Shipping

• 3.1 What are the shipping options?

  We offer shipping via DPD and DHL courier company.

• 3.2 What are the shipping costs

  The shipping costs depend on the selected payment method:
  - for orders paid via Braintree: EUR 4.49, incl. VAT

• 3.3 What is the shipping time?

  Dispatch time is 1-2 business days. Shipping time depends on the country of shipment. You can track the progress of your shipment using the provided tracking number.

• 3.4 Can I track my shipment?

  It is possible to track the progress of your shipment using an individual number provided in the order shipping confirmation email. Enter the tracking number on the courier website to check the current location of your parcel.

4. Payment

• 4.1 What are the payment options?

  The available payment options are Braintree .

• 4.2 How much time do I have to pay the order?

  The order must be paid within 3 business days. During this time, your order is being assembled and has the status "awaiting payment". If the order is not paid within 3 business day, it will be cancelled..

• 4.3 Can I change the payment method?

  If your order has not been paid yet, you can change the payment method. To do so, contact us via email: [email protected] or telephone: 509 009 008 (mon-fri: 10:00 - 14:00).

• 4.4 Can I pay an order that has not been paid yet?

  If you selected "payment card" or "bank transfer" as the payment method when placing your order but the payment has not been completed, after 0,5 hour and after 24 hours you will receive an email reminder with a link allowing you to finalise the payment. By clicking the link, you will be able to pay the order. If you created an account on distance.eu, you can pay your order via the Customer panel. Log into your account and select the "orders" tab. Click "order details" next to the respective order and go to "repeat payment". The order must be paid within 3 days. After this time, the order will be automatically cancelled.

5. Order cancellation

• 5.1 Can I cancel my order?

  The order can be cancelled by the time its status is changed to "processing". It is not possible to cancel the order after the parcel has been dispatched.

• 5.2 How to cancel an order?

  In order to cancel an order, contact our customer service center via telephone: +48 509 009 008 (MON-FRI: 10:00 - 14:00) or email: [email protected]

6. Returns

• 6.1 What are the terms and conditions for returns?

  In order to return a product, print the contract withdrawal form: online form. All purchased products can be returned within 30 days. The full price is returned only for unused products. Fill in the form and send it together with the purchased products to the address indicated in the form.

• 6.2 What is the address for returns?

  Send the returned products to the address specified in the contract withdrawal form: online form.

  Distance S.A.

  ul. Stanisława Zwierzchowskiego 31 A

  61-249 Poznań, Poland

  Remember to enclose the contract withdrawal form

• 6.3 Where can I find the return form?

  The return form can be found in the "returns, exchanges and claims" tab or under the following link: download the form.

• 6.4 How can I return a purchased product?

  You can return a product by sending it back at your own expense; you can use any shipping company. COD (cash on delivery) parcels are not accepted.

• 6.5 How do I know if my return parcel has reached you?

  You can check the current location of your parcel using the provided tracking number. We will send you an email as soon as your return has been processed.

• 6.6 How do I know if my return has been accepted?

  We will inform you about return acceptance via email.

• 6.7 When will I get my money back?

  You will receive the money back within 7 business days from the moment of return acceptance.

• 6.8 How will the money be returned?

  The money will be refunded using the same method as in the original purchase.

• 6.9 Can I exchange a product?

  Unfortunately, it is not possible to exchange products. However, you can return a purchased product and place a new order for the product of your choice. Remember that the new order must be paid. If your product return has been accepted, you will get your money back.

7. Claims

• 7.1 What are the terms and conditions for claims?

  All purchased products are subject to 24-month statutory warranty. The warranty does not cover damage caused through the fault of the user due to non-adherence to maintenance instructions and defects caused by improper storage, use of the product beyond the scope of its intended use, mechanical damage or fortuitous events. Before sending the product to an independent expert for assessment, fill in this form: download the form. Then send the product to the address indicated in the form. You will be informed about the expert's decision within 14 days from the moment of receipt of the claimed product. More information: click here.

• 7.2 Where should I send the claimed product?

  Send the product to the address specified in the claim form:

  Distance S.A.

  ul. Stanisława Zwierzchowskiego 31 A

  61-249 Poznań, Poland

• 7.3 Where can I find the claim form?

  The claim form can be found in the "returns, exchanges and claims" tab. You can also download it from here:download the form.

• 7.4 How do I know if my parcel has reached you?

  You can track the progress of your shipment using the provided tracking number.

• 7.5 What is the status of my claim?

  You can find out about the status of your claim by calling +48 509 009 008 (MON-FRI: 10:00 - 14:00) or sending an email to [email protected]

• 7.6 How long will I have to wait for the expert's assessment?

  The independent expert will give their assessment within 14 days from the moment of receiving the claim.

• 7.7 When will I get my money back?

  If the independent expert decides that a refund is necessary, you will receive the money within 7 business days from receiving the notification about your claim status (claim accepted – refund). If you did not provide your bank account number in the claim form, send it to us via email: [email protected]

8. Newsletter

• 8.1 Newsletter - why is it worth subscribing?

  With the newsletter, you will always be informed about our latest products and promotions.

• 8.2 How to subscribe to newsletter?

  Find the "sign up" button on our main page. Enter your email address and subscribe. You will receive a confirmation email.