In the FAQ section, we have provided answers to the most frequently asked questions. If you cannot find the issue you are interested in among the answers below, please contact our office via email at sklep@dym.pl
1. ORDER PROCESSING
Do I need to create an account to make a purchase?
No. You can make a purchase without registering, as a guest.
What do I get by registering on your online store?
By having an account, a customer gains:
- The ability to manage their account, view purchase history, and payment details.
- The opportunity to receive attractive discounts on purchases.
Are the prices on the website current and final?
The information on the website www.dym.pl is continuously updated. The prices listed are final, except for individual one-time or permanent discounts assigned to customers.
2. PAYMENT
How can I pay for the goods I purchase in your store?
Several payment methods are available for your purchase:
- Online Transfer – The transaction is secured by PayU. After selecting your operator, you will be redirected to their website, where you need to log into your bank account and make the payment. Services from all major banks in Poland are available.
- Credit Card – After placing the order, you will be directed to the payment operator's website, which handles card payments in our store. The connection is encrypted. You will be asked to provide your card details, which go directly to your bank.
-Cash on Delivery
– You will pay for the delivery upon receipt of the package.
I would like to receive a VAT invoice for the purchased goods. Is that possible?
We can issue a VAT invoice for every product we sell. Simply select the appropriate option when placing your order. To issue the invoice, we will need the company name, address, and VAT number.
3. SHIPPING
How can I receive the goods I ordered?
Orders are shipped via DHL courier or to InPost lockers.
Can the package be sent to a different address than the one provided during registration?
When placing an order, the system will automatically load the address data to which the package will be sent. If you want the order delivered to a different address, you need to add it during the checkout process.
What is the order processing time?
The total delivery time for an order is 2-3 business days from the moment the payment for the order is credited to your account.
Do you only offer mail-order sales, or can I make a purchase in person?
We also conduct direct sales at our Smoke Shops located across the country.
How much is the shipping cost within Poland?
The shipping cost within Poland depends on the value of the order and the delivery method. For orders below 100 PLN, the costs are:
- DHL courier delivery – 11.99 PLN (gross)
- Cash on delivery (DHL courier + 1.99 PLN gross) – 13.98 PLN (gross)
- Delivery to InPost lockers – 10.99 PLN (gross)
- Cash on delivery (InPost locker + 1.99 PLN gross) – 12.98 PLN (gross)
If the total price of the ordered goods exceeds the logistical minimum of 100 PLN, the customer will be exempt from paying the delivery fee.
What documents will I receive with the ordered goods?
Each shipment is accompanied by a receipt or, upon request, an invoice.
What should I do if I receive a damaged package?
All shipments in our warehouse are carefully packed and checked. If the shipment shows signs of tampering (damaged tape or packaging), you should report it to the courier and complete a damage report in their presence. You should also inform us about the incident by sending an email to sklep@dym.pl
Can I check the contents of the package before paying the courier?
Packages are delivered by an independent carrier, and couriers have the right to refuse to open the package before payment, as their only responsibility is to deliver the package intact.
4. RETURNS AND COMPLAINTS (Right to withdraw from a distance contract)
I received a shipment with damaged goods. What should I do?
To enable us to make a decision on whether to approve the complaint, you should send the defective products to the address: Promotorzy Trading, 03-228 Warsaw, Marywilska 34, Hall G2, along with proof of purchase and the completed complaint form – available HERE. The complaint will be processed within 14 business days from the date the damaged goods are received.
I received goods that do not match my order. What should I do?
The customer should immediately inform us of the situation via email at sklep@dym.pl. We will make every effort to replace the goods with the correct ones as quickly as possible.
More information about complaints and returns can be found on the store's main page or in the terms and conditions.