FAQ - Ultimateshop

I have a question, request, problem, what should I do ?

Please quickly check the list these questions, in case that you could not find the answer, send us an email on the ultimateshop@seznam.cz address. Do not forget to write down your name. Prefered languages are Czech, Slovakian or English. We do not archive questions that we receive over the phone, ICQ and Skype, therefore we recommend to use the email.

Are your goods new / original ?

All goods are original and are purchased from verified manufacturers and distributors. This is what we base our activities on.

Do you deliver goods to Slovakia?

Yes, we do, information about the prices here .

Do you deliver to other countries as well ?

Yes, we do send our goods to other countries. Information about delivery prices here .

I do not know how to / I can not register, will you help me ?

Of course. Send us your complete address information, telephone number and always the code of the product (i.e. Z12345/1), size (i.e. L) and the amount (i.e. 4x) on the email ultimateshop@seznam.cz. We will register and create the order for you. You will then receive your own log in information on your email, as well as the confirmation of the order. If you are ordering from Czech republic, we assume you would prefer cash on delivery shipment method. In other cases, we assume it would be the bank transfer. If you would like to chose another method of payment and/or delivery, please let us know in the email.

What should I do, if the goods I have ordered are too small / big and I am from Czech republic?

In order to accept back good you have bought, it needs to be in the original state, including all the tags. Otherwise we are not able to offer na exchange (opened packaging is not a problem). If you will bare this in mind, you will speed up the process of exchange.

• If you would like to exchange your goods, create a new order in our eshop and order new goods. At the end of the order, write into note that it is exchange. Send us the goods to be exchanged to our address (Contact). Do not forget to add the letter, describing the exchange, and 60 CZK as the postage fee. If the goods that you have ordered is more expansive than the one you are changing, add the cost difference to the parcel as well. In other case, we will send the cost difference to you. As soon as we receive your parcel, we will dispatch your goods back, which takes approximately 3 days to deliver. It will not be able to track the parcel, and will be stored at the local post office for 3 weeks.
• If you would like to get refunded, send the goods to our address (Contact). Please add the letter explaining the situation as well as your bank account number, where you want to receive your money. We will refund you the price of the goods excluding postage fee. We do not offer refunds made by cheque.
• If you would like to transfer the refunded money into the form of credit, and be able to use them in any of the next orders, send us the goods and letter to it, explaining the situation and your request, i.e. that you want to transfer the money to your credit.

What should I do, if I have ordered goods that are too small / big, but I am not from Czech Republic?

Contact us using our email ultimateshop@seznam.cz, explain the situation and we will try to find the best solution. The problem in such a case is that the postage fees are much higher, and the time it takes to send the goods is much longer, than within Czech Republic.

I do not understand the sizes displayed, could you help me, what to chose ?

Every one would wonder whether the purchased goods will suit him/her well. There are two ways how we can help. We can provide you with the manufacturers' measures, or measure each item manually. We have manually measured each item, including clothing, shoes or other accesories and displayed the size in the details of the item. Illustrative picture will show you, how and where did we measure the item. We measure all items in the standard state (i.e. track suit bottoms with the elastic gum around the waist are measured as they are, without stretching the gum). Measurments might vary a little, as feather jacket, for example, could not be measured with the complete precision, but you can still take it a very useful guidance.

Follow these instructions to get the sizes right:

• Take the piece of clothing that is near to you and fits you well.
• Measure them according to the illustrative picture, hence getting the size.
• Look at the items we offer
• When you see an item that you like, compare the sizes (in the item details) with the ones you got when measuring your clothing and chose the item of the most similar size, assuming it is available.

Generally, sizes can be converted in such manner: 8 = S (smaller), 10 = S (bigger), 12 = M (smaller), 14 = M (bigger), 16 = L (smaller), 18 = L (bigger)

What are the bonus point ? How can I obtain bonus points ?

Bonus points can be used to obtain a discount in our e-shop. One bonus point = 0.04 € discount from your order. To get this discount, your order must be over 40.04 €.

• Bonus points will be applied when you have 100 (or any higher multiple) of them.
• When you order, amount of money spent will be added to your account / 100 bonus points, i.e. if the hoodie worth 2000 CZK is ordered, 20 bonus points will be obtained.
• Bonus points will be added to your account only after we obtain the confirmation that you have paid for your delivery (this is ensured by post), hence it may even take several days.

Example:

• I have registered and earned 80 bonus points. I cannot apply them yet, as the amount did not reach 100.
• I have ordered goods worth 5000 CZK.
• After several days I have received 50 bonus points, therefore I have 130 altogether.
• I order again, put the items into the basket, and I can see that the 100 CZK discount was applied.
• I finalize the order, 100 bonus points get taken from my account, 30 of them stay.

I have received the parcel a long time ago, but the status is still Dispatched, instead of Completed, hence I did not get any bonus points?

If you have received the order few days ago, it is possible that the post did not yet deliver the confirmation about the payment. If it is paid longer time ago, it is our mistake, please contact us on ultimateshop@seznam.cz, send us the order number and explain the problem. We will solve the problem as soon as possible.

I can not track my parcel, why ?

If we are sending you the parcel by cash on devlivery method in Czech Republic, it is possible that:

• it is caused by postal problems (it would let you know, that the service is currently unavailable)
• we have entered the wrong parcel number (we will check this whenever you require)
• it is too early, the parcel is not yet recorded (it usually takes approximately half a day after the dispatch)

Cash on delivery parcels sent to Slovakia can only be tracked on the area of Czech Republic, (i.e. till Břeclav), not any further. This is unfortunately a technological problem of Czech and Slovakian post. Tracking is not possible in conjunction with other delivery methods (i.e. exchange or parcels paid for by bank transfer, hence without cash on devliery).

I need to change email / username / password / i can not log in ?

Contact us on ultimateshop@seznam.cz, define the problem, and we will solve it as soon as possible. If you wish to change your username or password, you must contact us from email that you used to register in our eshop.