Sustainable Fashion

Slovak Brands

Selfless Purchasing

FAQ

Order

I have just placed an order but I want to change something. What should I do?

Please contact us ASAP by email at info@slovflow.sk and we will find a solution.

I have submitted incorrect contact information and the shipping address. What should I do?

Please contact us ASAP by email at info@slovflow.sk and we will find a solution.

Can I cancel my order?

Please contact us ASAP by email at info@slovflow.sk and we will find a solution.

Can I receive my order wrapped as a gift?

Yes, simply choose the ‘wrap as a gift’ option while placing your order.

Pre-order

How does the pre-order work?

Make-to-order items can be ordered separately. The delivery costs will depend on your choice of shipping. The make-to-order items will be shipped to you as soon as the items are manufactured.

If you include the make-to-order items in you shopping basket that already includes items that we have in stock, you can decide between two alternatives:

  • I want to get my items together: We will send you only one package with all the items, therefore you only have to pay for shipping once. However all your other items will have to wait until your make-to-order item is finished.
  • I want to get my items separately: We will send you two packages, therefore you will have to pay for shipping twice. The items that we have in stock will be shipped immediately after receiving your payment. The make-to-order items will be sent once the items are finished.

How can I pay for my pre-order?

You have to pay for your pre-order in advance. You can use bank transfer or card payment, just like paying for regular orders.

How long until my pre-order arrives?

There is no guaranteed time frame for your make-to-order items to be manufactured. The time depends on each manufacturer and their current capabilities. After confirming your pre-order with the manufacturer, you will be contacted with more specific information about when you can expect your order to arrive. In terms of shipping, you have 4 options. The shipping time is usually between 2-4 working days, but this depends on your choice of shipping.

Payment

What are the payment options?

You can choose between two payment options:

  • bank transfer
  • card payment (VISA, MasterCard) through a secure GoPay payment gate

What do SEPA, IBAN and BIC mean?

SEPA (Single Euro Payments Area) is a payment-integration initiative of the European Union for simplification of bank transfers denominated in euro. It ensures that payments within Europe can be simple and effective, just like domestic transfers.

IBAN (International Bank Account Number) is an international format of a bank number. It starts with the country code (SK), followed by two check digits, the bank code and the basic account number. It is usually made up of 15-34 digits, depending on the country. The Slovak IBAN is 24 digits. IBAN should be entered without any spaces.

BIC (Business Identifier Code) is an international identification bank code. Thanks to BIC, every payment gets to the correct bank. Every bank has its own BIC (or SWIFT) which you can find on your bank’s website.

Where can I find the CVC security code on my card?

CVC (Card Verification Code) is a verification code for your payment card. CVC is used for authentication of the holder of the payment card. It is a 3-digit number that can be found on the back side of your payment card.

How long does a bank transfer take?

The time of the bank transfer depends on the bank. If your bank is the same as ours (Tatra banka), the transfer is usually processed within 24 hours of submitting the payment during working days. In other cases, SEPA payment (within and outside of Slovakia) is usually processed in 2 days (if you send your payment today, we receive the payment on the second day).

International payments usually take 3-5 days to be processed.

Delivery and Shipping

What are the delivery options?

In Slovakia, you can choose between 4 delivery options:

  • in-person collection
  • Delivery through SPS courier
  • Delivery to SPS Parcel Shop
  • Delivery to Zasielkovna

More information can be found in the Delivery section.

How much does the shipping cost?

In person collection is free.

Delivery through SPS courier to your address is 4,00 EUR.

Delivery to SPS Parcel Shop is 3,00 EUR.

Delivery to Zasielkovna is 3,00 EUR.

More information can be found in the Delivery section.

Can I collect my order in person?

You can collect your order in person at our address:

SLOVFLOW, Racianska 96, 83102 Bratislava (Optimum, budova A).

Simply ring the doorbell captioned SLOVFLOW, tell us your order number and we will give you your order.

More information can be found in the Delivery section.

How long does shipping take?

If you choose a bank transfer payment, we ship your order after the payment is received on our bank account. The standard delivery time for in stock orders is 2-4 working days.

If your items are made-to-order, the delivery time may differ. The delivery time will be specified after confirming the order.

More information can be found in the Delivery section.

Do you also do international shipping?

Yes, we ship our orders internationally, but currently only to these countries: the Czech Republic, Austria, Hungary and Poland.

We use Zasielkovna to ship our orders to the Czech republic.

The delivery to a Zasielkovna collection point in the Czech Republic costs 3,50 EUR.

The delivery to your address through Zasielkovna costs 6,00 EUR.

The international delivery to Austria, Hungary and Poland is realised through a courier company and costs 10,00 EUR.

More information can be found in the Delivery section.

Returns and Exchange

How can I return my items?

Your items can be returned in two ways:

  • in person at our address (for free)
  • by mail (shipping paid by the customer)

More information can be found in the Returns and Returns and exchange.

What if the items don’t fit? Can I return them?

If your items don’t fit, you don’t like them or you have any other reason, you can return them within 30 days of receiving your order.

The items must not be worn or damaged, and must include the original tags and packaging. After receiving the order and a filled-in Return of Items form at our address, you will be refunded to your bank account within 14 days.

More information can be found in the Returns and Returns and exchange.

How can I return a damaged item in its warranty period?

Your damaged items can be returned in two ways:

  • in person at our address (for free)
  • by mail (shipping paid by the customer)

The items must be returned with a copy of the invoice and filled in Warranty-period Return form. We have 30 days after receiving your items to assess your claim.

More information can be found in the Returns and Returns and exchange.

How long is the warranty period?

The warranty period is within 2 years of receiving your items.

More information can be found in the Returns and Returns and exchange.

If you haven’t found an answer to your question, don’t hesitate to contact us at info@slovflow.sk