Frequently asked questions

Delivery and payment

1. Where can I pick up my order and how much will I pay for it?

You can pick up your order without any additional fees at our branch (Jarní 1003/2a, 614 00 Brno-Maloměřice a Obřany) during working days from 9 AM to 3 PM or we can send your order to the address you have selected. We are using PPL courier service for order shipping to the majority of the European countries. To the rest of Europe and the world, we are using courier service FedEx.The price for transport depends on the country of delivery. The price list of transports is given in the table below. Price includes shipping costs, taxes and customs clearance.

Country Courier service Price (with VAT)
Czech republic PPL 5 EUR
Austria, Germany, Poland, Slovakia PPL 10 EUR
Belgium, Bulgaria, Croatia, Denmark, Estonia, Hungary, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Romania, Slovenia PPL 20 EUR
Finland, France, Greece, Ireland, Italy, Spain, Sweden PPL 30 EUR
Rest of the world FedEx 35 EUR

2. How can I pay for my order?

We are currently accepting only online card payments via GP Webpay for orders, which requires delivery to your address. You can use also cash payment for orders, which are personally collected at our branch.

3. Why am I not able to pay with a card? 

The most common problems are:

  • Card limits - make sure that you didn't exceed the limit for payment with your card.
  • Mistake in data - make sure that you wrote the data in the process of payment correctly (card number, expiration date, CVV/CVC code and 3DS code).
  • Closed browser - don't close the browser tab immediately after sending the order, otherwise, payment doesn't have to be processed 
  • Rejected payment - contact your bank for further information if you don't know why your payment was rejected

Tracking and editing your order

4. When will I receive my order and where can I track it?

We are preparing orders usually immediately after payment is received into our account. After your order is ready (in the case of personal collection), you will receive an email confirmation, that you can pick up your order. It will be ready for you at our branch for the next 10 working days since this email has been sent.

Orders with delivery addresses are shipped immediately after payment is received into our account. It will take usually from 3 to 5 days for courier services to deliver this shipment to your hands, but this amount can differ in some countries. You will receive an email with the tracking number of your delivery so you can track it on its way to your house (via PPL or FedEx).

5. Can I watch the state of my order even though I am not a registered user?

Don't worry, we will keep you updated through automatic email, which will be sent to you whenever there is a change regarding your order (please check your SPAM in the case you wouldn't have been receiving this information in your inbox). You have to be logged in to your account at our website to track the state of order there. 

6. Can I edit my order after payment?

You don't have the possibility to edit your order after it was paid. However, we can arrange the exchange of the delivery address before it would be sent to you. 

7. What to do if I didn't receive the correct order?

We are sorry if we caused you any trouble. In the case you received the wrong order, contact us please up to 14 days from receiving the order on shop@kubicekballoons.eu with the order number and these data: number from the outside of your envelope and a delivery note of the order.

In case you are missing some of the products from your order, contact us please up to 14 days from receiving the order on shop@kubicekballoons.eu with the order number and these data: number from the outside of your envelope and a delivery note of the order.

In the case of any other troubles, contact us please via email. We will do our best to make your experience with Kubicek Balloons Shop as good as possible.

E-shop

8. Can I make a list of favourite products on your eshop?

This function is possible only for users, who are logged in. Click on the heart icon "Add to favourites" in the product detail. You can see these products afterwards in the user section in the "Favourites" bookmark.

9. Are you offering any loyalty programs?

We aren't offering any loyalty programs at the moment.

10. I didn't receive a confirmation email after my registration, what am I supposed to do?

Make sure that you wrote the right email address and check the Spam bookmark in your email inbox.