I have not received the goods

I paid and did not receive the goods

The most common reasons for non-delivery of an order

• No posted payment: It may happen that the payment for your order has not been correctly recorded in our system. In case of traditional transfer, posting of funds may take 1-2 business days. If the wrong data was entered in the transfer title or the payment was sent to the wrong account number, the store may not have linked the payment to your order. Until the receipt of funds is confirmed, the order remains on hold and will not be shipped.

• Incorrect delivery address: An error in the delivery address (e.g., a typo in the street name, an incorrect postal code or a missing apartment number) could cause a problem with the delivery of the package. The courier may not find the address provided and return the shipment to the sender or direct it to the nearest pick-up point. Sometimes the courier tries to contact by phone, but if the contact information is incorrect, delivery may be delayed. It's a good idea to verify the address given in the order confirmation - even a minor mistake can result in non-delivery of the package.

• Delay on the part of the courier: It happens that our store sent the package on time, but the courier company did not deliver it in the expected time. The reason may be, for example, increased parcel traffic (especially during holiday periods), unfavorable weather conditions, logistical errors or other delays on the part of the carrier. As a result, the package may still be en route despite the expiration of the scheduled delivery date. In such a situation, we recommend checking the tracking number - it is possible that the package is waiting for you at the collection point or the courier will make a renewed delivery attempt the next day.

• Problem with availability of goods: Sometimes it turns out that the ordered product temporarily ran out of our warehouse or there was another problem with its availability. We may have delayed the shipment while waiting for the goods to be delivered from the manufacturer, but in this case we will always try to inform you immediately. Check your email inbox (including your spam folder) - you may have received a message from us about a delay in processing your order. In such a situation, we will offer you another solution, such as a later delivery date, an exchange for another product or a full refund of the funds paid.

• System error or mistake: In rare cases, an order may not be fulfilled due to a technical fault or human error. For example, the order may not have saved correctly in the system, the confirmation e-mail may not have reached you, or the package was mistakenly assigned to the wrong shipment. If you suspect such an error, we recommend contacting customer service - our employee will check the status of your order in the system and try to solve the problem.

What you can do to clarify the situation?

You can take the following steps to resolve the problem and get your order:

1. Check the status of your order: Log in to your customer account in our store (or use the order tracking link if you received one) and check the current status of your order. The status information will show whether the order has already been shipped or is still pending (e.g., you may see a status of "awaiting payment" or "in the implementation of"). If a waybill number is made available, also check the status of the package on the courier's website - this will tell you where the package is currently located.

2. Verify payment: Make sure that the payment for the order has been successfully completed. Check in your online banking that the amount for the purchase was definitely debited from your account and that the transaction was not declined. If you paid by wire transfer, make sure that 1-2 days have passed since it was made (traditional transfers do not post immediately, especially on the weekend). If in doubt, prepare a transfer receipt or other proof of payment - it may be useful when contacting us.

3. Check your email inbox (and spam): Look for messages from us in your email. We may have sent you an email updating you on the status of your order or requesting additional information. Sometimes important messages end up in the spam or offers folder, so check these folders as well. Make sure you don't overlook information about possible problems with your order (such as missing goods, address error or unpaid transaction).

4. Confirm delivery details: Verify that all the address and contact information you provide is correct. Compare the delivery address with the details in the order confirmation. If you notice any mistake (such as a typo in the street name, a missing apartment number, a mistaken phone number), please contact us as soon as possible for correction. Correcting the address can prevent the package from being returned to sender and speed up redelivery.

5. Contact customer service: If, despite following the above steps, the problem persists and you do not know why you have not received the shipment, please contact our customer service directly (+48 456 455 010). Prepare your order number and payment confirmation - our consultant may ask for this information. After verification of your request, you will receive information from us about the status of your order and together we will determine further action (such as expediting delivery, reshipment of the goods or refund).

Consumer rights and obligations of the seller

• Order completion date: According to Polish regulations, the seller is obliged to deliver the purchased goods immediately, but no later than within 30 days from the conclusion of the sales contract, unless the parties have agreed otherwise. In practice, this means that if we did not specify a longer delivery date when you placed your order, you should receive your package within a maximum of 30 days. If this deadline passes and the goods have still not been delivered, you have the right to request that we fulfill your order within the additional time frame specified.

• The right to withdraw from the contract (when the goods have not arrived): If, despite the additional time, the order still has not reached you, you can withdraw from the sales contract and request a refund of the funds paid. In other words - you have the right to cancel the purchase. Such a withdrawal is best made in writing (e.g., by sending us an email with the appropriate statement). Upon receipt of the withdrawal, we will promptly refund you the entire amount you paid for the goods.

• Shortage of goods vs. seller's obligations: When our store cannot fulfill your order due to product unavailability, we will immediately inform you of this situation and refund the full payment received, unless you have agreed to a different delivery date or an exchange of goods. We will offer you another solution to your satisfaction - it may be a later shipment (if you are able to wait), an exchange for a product with similar parameters or an immediate refund. Without your express consent, we will not unilaterally extend the lead time or exchange the product for another one.

• Complaining and asserting your rights: If you have paid for the goods and they have not been delivered at the agreed time, you have the right to file a complaint for non-performance of the contract (non-delivery). It is best to make a complaint in writing - for example, by sending an e-mail to the complaint address of our store or a registered letter. We will respond to the complaint within 14 days of receiving it. Failure to respond within this 14-day period legally means that the complaint has been acknowledged by us. As part of your complaint, you can either demand immediate delivery of your order or a refund.

Contact with the store staff

If you need additional assistance or information, please contact us through one of the channels below:

• Contact form: Use the contact form available on our website (section Contact). In the message, describe your problem and include your order number - this will make it easier and faster for our consultants to resolve the issue.

• Phone Hotline: Call +48 456 455 010 (fee according to the operator's tariff, hotline open on weekdays from 9:00 to 17:00). Prepare your order number and your information so that our consultant can quickly find your order in the system and provide you with information.

• Email contact: Write to us at contact@sellbest.en, stating in the body your name, order number and a description of the situation. We will respond as soon as possible - usually within 24 hours (on business days).