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FAQ

If you want to find out what BIALCON is and how it works, be sure to read the description of our platform. Below you will find answers to the most frequently asked questions:

  1. 1. ORDERING A PRODUCT

    How to check if a given product is available?
    Products that are not available will not have an active "ADD TO CART" button.
    How to choose the right size?
    To choose the right size of the product you are interested in, just click the "Size Chart" tab located on the product card and follow the instructions there when choosing the size. In this instruction you will find step by step how to measure individual body parts. Remember that you can always contact our consultant who will help you choose the right size.

  2. 2. PLACING AN ORDER

    Can I place an order without having to create an account?
    Yes, you can place an order without registering and creating an account. It will be completed as standard, you will only be asked to fill in the data necessary for shipping. However, we encourage you to create an account. This will allow you to use many conveniences, such as viewing your purchase history or maintaining an address book. In addition, special promotional campaigns are available for registered customers.
    Will I receive confirmation by email after placing an order without registration?
    Yes, it does not matter whether you created an account or made a "quick" purchase without registration - you will always receive a summary of the order, along with details, to the email address provided when placing the order.
    How to place an order in the store?
    If you want to place an order, add the selected products to the cart and proceed to checkout by clicking the "Proceed to checkout" button. Then you will be asked to log in or fill in your data, in the case when making a purchase without registration. The next step is to select the form of delivery and payment. To complete the ordering process, click the "Place an order" button. If the order has been placed correctly, you will see the "Thank you for placing an order" screen. At this point, your order will be registered and you will be redirected to the appropriate subpage allowing you to make a payment. If you have any questions, you can always contact our Customer Service Office.
    Is it possible to make changes to the order or its payment method?
    It is not possible to modify a placed order. However, the Consumer may cancel the placed order by contacting the Customer Service Office.
    How can I use discount codes?
    If you want to use a discount code, put the selected products in the basket and then enter it in the "Discount Code" field before clicking the "Place an order" button. The code will automatically reduce the value of the order by the appropriate amount.
    How can I receive a VAT invoice?
    To receive a VAT invoice, you must select this option when placing the order. You must fill in the fields that appear after selecting the "I want to receive a VAT invoice" option.

  3. 3. DELIVERY

    What are the costs and delivery times?
    The costs and delivery times depend on the selected delivery method and the country of delivery.
    Will the courier contact me before delivery?
    Couriers are not obliged to contact the recipient of the parcel before its delivery, so we cannot guarantee this. Usually, the courier calls the recipient on the day of delivery to confirm the possibility of collecting the parcel.
    Can I get information about the location of the parcel sent to me?
    When the parcel is handed over to the GLS or Inpost courier company, you will receive information from us electronically with the waybill number. Depending on the delivery method you have chosen, you will find the information by entering the waybill number provided in the e-mail on the GLS/Inpost website. You can check the current location of your parcel at any time. Remember that you can always contact our Customer Service Office.
    Can I collect my order at a stationary BIALCON store?
    At the moment, this is not possible. Sign up for our Newsletter and we will inform you when this form of delivery is possible.
    What should I do if the Courier arrived with the shipment and I was not at home?
    The Courier should re-deliver to the specified address. This option is guaranteed by the forwarder. Of course, this does not involve any additional fees for the recipient.
    What should I do if the order has "status shipped" and the parcel has not been delivered for a long time?
    If the delivery of the order is delayed, contact our Customer Service Office to clarify the situation.
    What documents should be included in the parcel?
    We always attach a receipt or VAT invoice to the parcel (if the customer indicated the desire to receive such a document when placing the order) and a goods return form.

  4. 4. PAYMENT METHODS

    For international shipments, the available payment method is CREDIT CARD PAYMENT - transactions made via Przelewy24 support the following types of cards: Visa, MasterCard/EuroCard, Diners Club, PolCard, PBK and JCB. Your credit card will be charged when you select and confirm the card payment method. In the event of a return, the amount will be transferred back to your credit card account. Your credit card details are sent using SSL encryption. Thanks to such a high security standard and the Przelewy24 payment systems, shopping at the bialcon.pl online store using a credit card is always safe

  5. 5. RETURNS AND COMPLAINTS

    Are BIALCON products covered by a warranty, and if so, how long does it last?
    Yes, all BIALCON products are covered by a two-year warranty.
    Can I exercise the right to withdraw from a distance contract at bialcon.pl?
    Yes, you can withdraw from a distance contract without giving a reason within 30 days of receiving the shipment, by sending a written statement to the following address: Bialcon S.A. ul. Celników Polskich 14, 21-500 Biała Podlaska or by informing the Seller of your intention to withdraw from the contract via Customer Service. The return of the goods (the cost of sending the goods back to the Store) is at the Consumer's expense.
    What are the costs associated with returning the goods?
    You only bear the cost of the return shipment. We will refund the entire amount you paid - the price of the goods and the shipping cost (the lowest shipping cost offered by the seller) in the event that the entire order is returned. Details are available in the regulations.
    How can I file a complaint if the ordered goods are defective?
    It is enough that you send us the assortment you are complaining about with a short description of the defect and your contact details. In case of doubts, contact our Customer Service Office.
    What can I do if my order has been incorrectly completed or is incomplete?
    Such a situation should be reported immediately by calling our hotline. The incorrectly sent product will be exchanged for the correct one. In such a situation, the cost of delivery will be borne by the store.
    How long does it take to process a complaint or return?
    The store has 14 calendar days to consider the complaint / return.
    How can I check the status of the return or complaint?
    Current information regarding the complaint will be provided by the consultant on our hotline number. The refund will be refunded within 14 days to the indicated account number in the case of payment on delivery and traditional transfer. In the case of online payment, the refund will be refunded to the account number from which we received the payment.

  6. 6. MY ACCOUNT

    What should I do if I already have an account at bialcon.pl, but I can't log in?
    One of the most common reasons for this situation is an incorrectly entered login (e-mail address) or password to the store account. If you have forgotten your password, click on the "Forgot your password?" link available on the login page. A new, randomly generated password will be sent to the email address provided during registration. If you provided the correct password, but still failed to log into your account - please contact us, we will do everything to help you.
    Can my user account be blocked?
    The store administrator has the right to block the user's account in the event of a breach of the Regulations. If such a situation has occurred, contact us and we will definitely resolve the situation.
    Is my data that I provide when placing an order safe?
    Yes, we protect your data with a RapidSSL certificate, which is a high-class security. It provides protection for websites and guarantees the confidentiality of data sent between the customer's browser and the website. Thanks to their use, it is possible to encrypt the transmission of transmitted data, such as address data, user data, password and other data from order forms, data regarding all types of administrative panels.

  7. 7. CONTACT WITH CUSTOMER SERVICE

    How can I contact the Customer Service Office?
    You can contact the Customer Service Office by calling our hotline number +48 885-552-204 or +48 609-423-609. You can also send a message to e-mail address: [email protected]. Our consultants will answer all your questions, advise you on choosing a product and help you place an order.
    When can I contact the Customer Service Office?
    Our Customer Service consultants are available on working days, Monday to Friday from 8:00 a.m. to 4:00 p.m. at the hotline number +48 885-552-204 or +48 609-423-609 and at the e-mail address: [email protected]