FAQ - Frequently Asked Questions


I need help in choosing products. How can I get it?

Our consultants are happy to help, feel free to contact us by e-mail.

What time can I contact Customer Service?

Feel free to contact every day from Monday to Friday 8 a.m.- 4 p.m. UTC+01:00 (except public holidays). In the case of interruptions in the customer service department relevant information will appear on the website.

Can I order a product unavailable at the moment?

Yes. Unavailability of the product is due to its lack of stock. After placing an order will be carried out especially for you. Customer Service employee will contact you and let you know what the delivery time will be. If you do not accept the deadline, the order will be canceled.

Do I have to register in the shop?

To make a purchase in our store, you do not need to register. You will provide the data needed to complete the order when finalizing your purchase.

However, in order to be able to track the progress of your orders, check the contents of the vault and view your purchase history, you need an account in our store. Owning it also has the advantage that if you make further purchases you will not have to enter your details every time into the order form; all you have to do is login to your account, and all the data you provided during its creation will be automatically added to the form.

Is it possible to modify it after placing an order?

At your request, the store staff can modify your order by adding or removing a selected item until you package and release the package to the parcel courier. Later changes in the order will not be possible. In order to modify the order, please contact us as soon as possible: zamowienia@cmielow.com.pl or at the phone number 15 861 20 21 internal 21.

How long does the manual dedication on the product last?

It takes 3-4 business days to place a manual dedication. This is the time needed to make the inscription by the painter, to dry it and then to burn it in the oven.

Is it possible to include a dedication on all products?

Unfortunately, it is not possible to create a dedication on all products due to the surface on which the inscription can be placed. There can be up to 6 words on selected products, on others it can only be a monogram or date. Feel free to contact us to get more.

Can I be sure that the products I have purchased are packaged in an attractive way?

Each product is packed with a certificate of authenticity separately in a dedicated packaging. At the request of a cup or figurine (eg 2, 4) we can put in one gift package. Product packaging is free. We have additionally paid wooden packaging for selected products. Packaged products are placed in additional transport packages.

Do you issue VAT invoices?

Yes. At the customer's request, we issue an invoice for purchase. We only ask you to fill in the appropriate fields specifying the invoice details.


What is the delivery time in Poland?

In Poland, parcels are delivered within 1 business day from the delivery of the parcel to the courier (after the payment is booked or with shipping on delivery). In the case of shipping by Poczta Polska (only non-standard products), delivery takes 2-4 business days.

Will I receive a package tomorrow if I order it today?

The package is forwarded to the courier after preparing the order on the next business day from the moment of receiving the order. The order must be paid before shipment or the cash on delivery option must be selected. In special cases, you may be able to send the order the same day (after prior telephone contact and provided you receive the order and payment by 9 A.M. ).

Is it possible to buy online with shipping outside Poland?

Yes. To make an online purchase with foreign delivery, all you have to do is indicate the correct country from the list when placing your order. Information on costs and delivery time is provided on the website in the Delivery costs. The delivery time depends on the region.

What to do when I receive a damaged parcel / damaged product?

If the outer packaging is damaged, please open the package at the courier and write down the damage report. If the courier is no longer available when you open the package and find damage to the product, please call us at 15 761 20 21 ext. 21 or e-mail zamowienia@cmielow.com.pl. (with attached photo of damage). The product will be replaced as soon as possible.