Frequently Asked Questions
Clear answers about orders, delivery, returns, warranty, and privacy. If you can’t find it here, reach out—we’ll help.
1. Orders & Accounts
1.1 How do I place an order?
Add items to the cart, choose delivery, enter your details, and pay. The order is accepted once you receive a confirmation email with an order number.
1.2 Do I need an account?
No. You can checkout as a guest. An account helps you track orders and speed up future checkout.
1.3 Can I change or cancel my order?
Yes — if it hasn’t been handed to the courier. Email hello@groomica.eu as soon as possible.
1.4 Can I change the delivery address after ordering?
If the parcel isn’t shipped yet, contact us immediately. After handover, address changes depend on the courier’s options.
1.5 I didn’t receive the confirmation email—what should I do?
Check spam/junk and that your email is correct. If nothing arrives within 15 minutes, contact us.
1.6 Do you support discount codes?
Yes. Enter the code at checkout. Unless stated otherwise, promotions can’t be combined.
1.7 Do you accept bulk or B2B orders?
Yes. Send your list to hello@groomica.eu and we’ll advise availability and lead times.
1.8 Do you offer pre-orders/backorders?
Only if explicitly indicated on the product page; otherwise we ship in-stock items.
2. Delivery & Tracking
2.1 Which countries do you deliver to?
All European Union countries.
2.2 How long does delivery take?
Handling time: 1–5 business days. Courier transit (after handover): typically 1–7 business days by country/service. Total time = handling + courier transit. Times are estimates.
2.3 Which couriers do you use?
DPD, FedEx, and reliable local partners depending on destination.
2.4 Will I receive tracking?
Yes. A tracking link is emailed once the parcel is handed to the courier.
2.5 Do you offer free delivery?
Thresholds are shown at checkout and may vary by country. Oversized items are excluded.
2.6 Do you ship oversized items?
Yes. Large/bulky products (e.g., cages, grooming tables, bathtubs, dryers) ship on pallets or special transport for an extra fee. Pickup by appointment can be arranged.
2.7 Is express delivery available?
On request. Email us your destination and desired date; we’ll quote options if available.
2.8 What if I miss the delivery or the parcel is returned?
We can reship (additional shipping fee may apply) or refund the order minus outbound shipping if the parcel was returned unclaimed.
2.9 My parcel arrived damaged—what should I do?
Note the damage with the courier on delivery, take photos, and contact hello@groomica.eu promptly.
3. Payments & Pricing
3.1 What payment methods do you accept?
Cards (Visa, Mastercard, Maestro), Apple Pay, Google Pay, and other methods offered at checkout via Shopify Payments or supported gateways.
3.2 Are payments secure?
Yes. Payments are processed by certified providers (PCI DSS). We don’t store card details.
3.3 Can I pay cash on delivery?
No—online payment only.
3.4 In which currency are prices shown?
EUR. Applicable taxes are included unless stated otherwise.
3.5 What happens if there’s a pricing or description error?
We may cancel or adjust the order and will notify you. If charged, we’ll issue a prompt refund.
4. Returns & Withdrawals
4.1 What is your return window?
Consumers may withdraw from a distance contract within 14 calendar days of receiving the goods.
4.2 What condition must returns be in?
Unused, undamaged, in original packaging with labels and all accessories/gifts included.
4.3 Which items can’t be returned?
Opened or unsealed hygiene/cosmetic products, single-use items, used goods that lost commercial appearance, and custom-made items (unless faulty). See policy for full list.
4.4 Who pays for return shipping?
Usually the customer, unless the return is due to our error or a defective product.
4.5 When will I receive my refund?
Within 14 days after we receive and inspect the returned goods, to the original payment method.
4.6 Can I exchange an item?
If stock is available—yes. Otherwise we’ll refund and you can place a new order.
4.7 How do I start a return?
Email hello@groomica.eu with your order number to receive RMA instructions and the return address.
5. Product Quality & Warranty
5.1 What warranty applies?
Statutory warranty of 24 months from delivery. Any manufacturer warranty is stated on the product page.
5.2 I received a defective or wrong item—what next?
Email hello@groomica.eu with your order number and photos/video. We’ll offer repair, replacement, price reduction, or refund as appropriate.
5.3 Colors or dimensions look different from the site—why?
Minor differences can result from display settings or measurement tolerances; this isn’t a defect unless non-conformity is substantial.
5.4 Do you supply spare parts or repairs?
For selected products—yes. Contact us with the model/SKU; we’ll advise availability.
6. Products & Stock
6.1 Are items new and original?
Yes—new, genuine products from trusted brands.
6.2 Is stock information accurate in real time?
We aim to keep stock up-to-date. Rare discrepancies can occur; if an item becomes unavailable, we’ll refund or suggest alternatives.
6.3 Do products include instructions and safety information?
Yes, where provided by the manufacturer. Always follow the instructions and safety notes.
6.4 Do you assemble/install furniture or equipment?
No. Items ship with assembly instructions where applicable.
7. Privacy & Cookies
7.1 How do you handle personal data?
We process data under GDPR to fulfil orders, provide support, and meet legal obligations. Details in our Privacy Policy.
7.2 Will I receive marketing emails?
Only if you consent. You can unsubscribe at any time via the link in the email.
7.3 Do you use cookies?
Yes—essential, analytics, and marketing cookies/pixels. Manage preferences via the cookie banner or your browser settings.
8. Contact & Company
8.1 How can I contact support?
Email hello@groomica.eu. We aim to reply within 1–2 business days.
8.2 Company details
UAB Groomica, company code 307092132. See our Terms and Privacy pages for full legal information.