When contacting our customer service, being properly prepared helps us assist you quickly and efficiently. Here’s what you need to have ready before reaching out to us.
For questions related to orders
To help us locate your order, please have one of the following available:
- Your order number
- The phone number registered on your receipt
Finding your order number
Online orders:
- Look for a 9-digit number starting with "22"
- This number appears in large text at the top of your order confirmation
- We can also use the phone number provided when the order was placed
In-store purchases:
- Look for an alphanumeric receipt number starting with 71
- You’ll find it in large text at the top of the receipt or under “Kontantnota” (Cash Note)
- This reference is usually 11 digits long
Additional tips
- Gather all questions related to your matter before contacting us
Contacting us on someone else's behalf
Unfortunately, we are unable to assist you if you are contacting us on behalf of someone else. This is due to GDPR regulations.
For matters regarding deceased individuals
- A certificate of estate inventory is legally required to prove inheritance rights
Receipts older than five years
If you need a copy of an older receipt, please provide the following:
- Exact date and time of the purchase
- Total purchase amount
Note: You can often find this information in your online banking service
Important: We store receipts for five years, after which they are anonymized.
Frequently Asked Questions
If you don’t have your receipt, please provide the phone number registered at the time of purchase or check your email for any confirmation messages that include your order details.
The person contacting us must be the person who placed the order or has the case with us. This is due to GDPR regulations.
Unfortunately, we anonymize order data after five years. However, you can still find transaction information in your bank statements.