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Customer support and complaints

 

 Customer helpline:

Mon-Fri: 9:30 AM - 5:30 PM

Phone number: +420 608 999 488
Email for all communication: info@pepis.shop
Email for cooperation and wholesale inquiries: helene@pepis.shop


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Website: https://www.pepis.shop/

COMPLAINTS

It is possible that during the process of purchase, preparation, and shipment of your orders, some inconvenience may occur. 

In this article, we will describe how to address these matters and what we need from you to resolve them.

 

1. Issue with the order (payment, delivery, cancellation).

If you have an issue with completing an order, always contact us via our email: info@pepis.shop. We will be happy to answer any questions about payment and delivery methods or inquiries about our products and the overall operation of our store. 

If you have filled in any of the required information incorrectly or if any error has occurred during the order completion that needs to be resolved before sending it, please call us at our phone number +420 608 999 488 (working days 9:30 AM-5:30 PM) or write to info@pepis.shop, and we will gladly assist you in making the necessary adjustments.

 

2. You received the wrong order, the items are damaged, or some items are missing.

In this case, always contact our email address info@pepis.shop with your order number.

Unfortunately, such things can sometimes happen, and that's why we strive to resolve any errors to the full satisfaction of the customer - that is, you. However, we will need at least the last 5 digits of your order number and an accurate description of what happened and which items are damaged or missing.

If you received different items, please send us a photo of the package, and we will address the matter individually (e.g., with a discount coupon, product replacement, refund, etc.)

You can file a complaint within 8 days of receiving the goods.

3. The package did not arrive.

In this case, it depends mainly on the method of delivery.

The delivery of your order is influenced by several different factors, and occasionally, there may be a situation where the shipment is damaged during this process or even returned to us.

When we send out your orders, we always send you an informational SMS or email, notifying you that we are sending the package to you today. The delivery driver will then deliver the package to the designated location you selected during the ordering process within 2 business days (either to your address or to one of the Zásilkovna branches - Z-Point).

If your package still hasn't arrived even after 5 days from the date of dispatch, please contact us via email or phone at +420 774 456 879. Using our internal system, we will determine what happened to your shipment along the way and, if necessary, resend it to you.

 

4. The goods are past their expiration date or are missing an instruction manual.

In this case, please contact our email address and send us a photo of the product that shows what is wrong with it. We handle this matter individually, and of course, we will compensate for any deficiencies or assist you in preparing the product for consumption. 
 
Please direct all other matters related to the product itself to our email as well.
 
 
The deadline for handling complaints is within 30 days (including documentation, sending back packages, the refund process, etc.), but we strive to process requests as quickly as possible.
 
If you have any other questions, you can always reach out to us, and we will address the matter with you individually. We highly value our customers and care about all forms of communication and feedback. We believe that in the future, we will not only be a regular store for you but also a place where you can come for worldwide culinary pleasure, inspiration, and maybe even gifts for your loved ones.
 

 

CONTACT

On business days, we are available by phone from 9:30 AM to 5:30 PM. If the phone is unavailable, please try calling back later as we may be assisting someone else or handling something important, or you can wait, and we will call you back as soon as possible. We typically respond to emails as soon as we can, usually on business days from 10:00 AM to 5:00 PM.

Phone number: +420 774 456 879
Email for all communication: info@pepis.shop