Below you will find the most popular questions about placing an order.
1. How quickly will you prepare my order?
We know very well that our customers desire a gorgeous look, so fast shipping is one of our priorities. Once your order is placed, within a maximum of 1 hour after payment is approved (in case of payment in advance) or within a maximum of 1 hour after the order is received (in case of cash on delivery) - it is sent to our logistics center, which immediately starts further work.
2. When will my order be shipped?
Orders via InPost (Couriers and Parcel lockers), placed on business days until 8 PM - as a rule, will be shipped the same day. If you choose GLS - shipping is usually carried out on the next business day. If the order is received on a non-working day - it should be shipped on the next working day.
3. I failed to complete the payment via Przelewy24. What now?
If you were not able to complete the payment Przelewy24 or there was an error in the process - you can still pay for your order by making a traditional transfer according to the following details:
Recipient: VIRTUAL GROUP Sp.j.
Address: ul. Kurkowa 5/U2 70-535 Szczecin
Account number: 43 1050 1559 1000 0092 8152 3630
Bank address: ING Bank Śląski S.A.
Transfer title: Please include only your order number in the payment title
After the transfer is credited, your order will be immediately forwarded for packing and shipping. Please note that in case of a non-payment, your order will be automatically canceled.
4. Is it possible to make changes to the order?
Since our logistics center gets to work immediately (see point 1), making changes is not possible (the exception is orders paid by traditional transfer, which have not yet been approved by us and transferred to the logistics center). If you want to change any products, remove or add new ones - please cancel your order as soon as possible and place another order. After cancelling your order, we will refund the money you paid.
5. How to cancel an order?
To cancel an order - log in to your account and go to order history. Then, next to the appropriate item, click the "Cancel" button. If you have placed an order as a Guest - send us an email with a request to cancel the order. Remember that we work fast and you have little time to cancel your order :) (see point 3)
6. I did not manage to cancel the order. What now?
If the order is forwarded to the logistics center - the cancellation will be blocked and the package will be sent to the specified address. Unfortunately, we can no longer stop the process. In this situation, you must carry out the return procedure.
7. How to make a return?
To return an order - log into your account and go to the order history. Then, next to the corresponding item, click the "Return" button. If you placed an order as a Guest - send us an email requesting the return of the order and send back the product with the completed form
8. Where can I find the invoice?
The invoice will be automatically generated to you within 72h after delivery. You will find the document
- In your order confirmation email,
- in your Customer Account (applies to users who have created an account).
9. Not sure how to use cosmetics?
Just contact us - our helpline is at your disposal and always offers expert advice
+48 533 709 708