FAQ - Frequently Asked Questions
Orders
How can I place an order?
You can order directly on our e-shop by adding products to your basket and completing the order form. You can also place an order by telephone on +421 948 138 598 or by e-mail at info@mrhoreca.eu.
Can I order a quantity below the stated minimum?
If you would like to order a quantity below the stated minimum, please contact us at info@mrhoreca.eu. We will assess your request individually.
Can I choose my own product size, or only the sizes listed on the e-shop?
We can manufacture products to your own dimensions. These are treated as custom-made products, with a minimum order quantity of 50 pieces. Each request is assessed individually, so please e-mail us at info@mrhoreca.eu, stating the product you are interested in and the required external or internal dimensions.
Personalisation
Is personalisation with my own logo included in the product price?
No, logo personalisation is priced separately. The price depends on the personalisation technique, the size of the logo and the number of pieces. Please send your logo to info@mrhoreca.eu and we will prepare a quotation.
Is the “RESERVED” inscription included in the price of the reservation stand?
Yes. The “RESERVED” inscription, or another reservation inscription, is free of charge if you choose from our existing embossing dies (available for Spectro and Berlin leather only). We can also print any inscription of your choice on washable paper free of charge.
Can I personalise the “RESERVED” stand with my own logo?
Yes, provided the logo fits within the dimensions of the stand. Logo personalisation is priced separately.
How can I be sure the personalised product will look right?
Before production, we send you a free digital visualisation of your product. We only start production once you have approved it. We also offer free samples, so you can see the colour and material in person before you decide.
Samples
Are samples free, including delivery?
Yes. If you request samples, we cover the cost of both delivery and return.
Delivery
What is the delivery time?
Products in stock are dispatched within 1–3 working days. For custom-made products, the delivery time is agreed individually before production begins.
How much does delivery cost?
The delivery cost depends on the delivery method you choose and our current price list. The exact amount is shown before you confirm your order. Personal collection from Puškinova 9, 085 01 Bardejov is free of charge by prior arrangement.
How can I track my order?
Once your order has been dispatched, we will send you a tracking number so you can follow your parcel on the carrier’s website.
Product Care
How should I care for the products?
Each product description includes care instructions. You will also find detailed guides on cleaning and maintaining our products on our website.
Returns and Complaints
Can I return goods without giving a reason?
Yes. If you are a consumer (a private individual), you may return goods within 14 days of receipt without giving a reason. We voluntarily extend this period to 30 days, provided the goods are complete, unused and in their original packaging. We will refund the price of the goods, including the cost of standard delivery. This right does not apply to custom-made or personalised goods. Business customers do not have a statutory right of withdrawal; any return is subject to our individual agreement.
Can I return custom-made goods bearing my business logo?
No. Custom-made and personalised goods cannot be returned. To avoid any surprises, we send you a free visualisation before production and only proceed once you have approved it. You can also request free samples to check the colour and material before ordering.
How do I make a complaint?
If you find a defect, please contact us by e-mail at info@mrhoreca.eu, stating your order number and a description of the defect, ideally with photographs. Using our complaint form is optional. We will resolve your complaint within 30 days of receiving it. Consumers are covered by a 24-month warranty; business customers should report visible defects within 5 working days of delivery.
Can I make a complaint about a custom-made product?
Yes. The warranty also covers custom-made products in the event of manufacturing defects. Please contact us without undue delay, stating your order number and describing the defect, ideally with photographs. The warranty does not cover errors contained in a visualisation you have approved, or natural variations in materials such as wood and leather.
