Frequently Asked Questions

Find answers to the most common questions we receive at 4KATHARSIS.cz.
If you still can’t find what you’re looking for, don’t hesitate to contact us—see the General Information section at the bottom of this page.

1) Registration at 4KATHARSIS.cz

Why should I register?

  • Direct access to your order history

  • Your delivery address is saved automatically for future orders

  • Earn points with every purchase

  • Redeem collected points on your next orders

  • Special offers and discounts just for you

2) How to order

Where can I order your products?
Right here in our online shop—you’re already in the right place!
You can also visit us in person: Zámecký vrch 391/3, 360 01 Karlovy Vary (Czech Republic).

3) Payment methods

How can I pay for my order?

  • Credit card (processed securely by ComGate)
    Certified by Norton Secure by Verisign, Verified by VISA, MasterCard SecureCode, and PCI DSS.

  • Bank transfer (CZK):
    Account holder: WILLGRADE Czech Republic s.r.o.
    Bank: Komerční banka, a.s.
    Account No.: 123-248340287/0100

  • Pay in € (CZK = EUR): Our exchange rate for international transactions is 1 € = 24 CZK
    International account:
    Account holder: WILLGRADE Czech Republic s.r.o.
    Bank: Ostsächsische Sparkasse Dresden
    IBAN: DE37 8505 0300 0221 2370 38
    BIC/SWIFT: OSDDDE81XXX

Your order is shipped once the payment is credited. Any transfer fees are borne by the customer to ensure the full order amount is received.

Which cards do you accept?
Visa, Mastercard, Maestro

4) Product delivery

Are your products well packed for transport?
Yes. We use special protective packaging so your products arrive in perfect condition.

Can I get gift packaging?
Of course! Add a note in the order comments. You can also message or email us if you’d like a greeting card included.

How quickly will my order arrive?

  • Orders received by 18:00 and shipped via PPL, GEIS, or Zásilkovna are usually dispatched the next day, or within 48 hours after payment.

  • Orders sent via Czech Post are usually dispatched the next business day after payment (rarely up to 72 hours).

Which shipping methods do you use?

  • European Union: PPL, GEIS, DHL, Czech Post, or Zásilkovna (daily). You’ll receive tracking details by e-mail once collected by the courier.

  • EU & other countries: PPL, DHL, GEIS, or Zásilkovna (registered parcels, daily). Tracking details by e-mail once received by our partner.

How much is shipping?
Depends on carrier, destination, and order value:

  • Czech Republic: from 99 CZK for orders under 2000 CZK

  • Slovakia: from 99 CZK for orders under 2000 CZK (approx. €80)

  • Other EU countries: from 199 CZK (approx. €8) for orders under 2000 CZK

Is shipping free?
Yes!

  • CZ: free over 2000 CZK

  • SK: free over 2000 CZK (approx. €80)

  • EU & beyond: free over 2000 CZK (approx. €80)

How do I see the final shipping cost?
It is calculated automatically after adding products to the cart and selecting your delivery country (see “Shipping & other fees”).

How long does delivery take?

  • EU via PPL/DHL/GEIS: usually 3–5 business days

  • Czech Post: usually 8–10 days
    In all cases you’ll receive a tracking number by e-mail.

Which countries do you deliver to?
To all EU countries and the United Kingdom.
If your country is missing in the address list, contact us and we’ll arrange shipping.

Can you use another carrier on request?
Certainly—contact us. If possible, we’ll ship via your preferred method (extra costs may apply).

Can billing and delivery addresses differ?
Yes—use “Use a new address” at checkout.

Which countries belong to the EU?
EU: Austria, Belgium, Bulgaria, France, Germany, Denmark, Greece, Estonia, Ireland, Spain, Italy, Croatia, Cyprus, Latvia, Lithuania, Luxembourg, Malta, United Kingdom (currently), Netherlands, Hungary, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Czech Republic, Finland.
Other European countries (non-EU/Balkan etc.): San Marino, Azerbaijan, Albania, Andorra, Armenia, Vatican, Bosnia & Herzegovina, Georgia, Gibraltar, Switzerland, Iceland, Kosovo, Belarus, Liechtenstein, Montenegro, Moldova, Monaco, Norway, Ukraine, North Macedonia, Russia, Serbia, Turkey.
All others are considered rest of world.

5) Returns

We stand behind the quality of our products and ship quickly and safely. Your satisfaction is our priority—if you need to return items for any reason, we’re here for you.

How many days do I have to return goods?
You have 14 days to return items and receive a refund. You may return for any reason (even if you simply changed your mind).

Who pays return shipping if I changed my mind?
The customer covers return shipping and must ensure goods are well packed and undamaged. We recommend protective packaging and sending by courier or registered post.

When are returns not possible?
If a product has been used, or the original packaging is opened/damaged, the return may be refused. We accept unused products in original packaging with relevant documents.

The parcel is visibly damaged—what now?
Check the entire order immediately. Your signature confirms perfect condition. If unsure, inspect thoroughly; the courier must wait. Report any issues upon delivery—otherwise the carrier may not accept liability. If you spot defects, document them, refuse the parcel, and contact 4KATHARSIS.cz.

The packaging was fine, but one product is defective—what now?
We will replace the product after a successful complaint process or refund you if replacement is not possible.

Can I return items bought as part of a discounted set?
Yes—if the entire set is returned.

How do I start a return?
First, contact us. Then use the Return/Complaint Form in your account under “Complaints Policy” and provide order details and reasons.

What documents should I include?
Attach a copy of the receipt and indicate the product(s) you want as a replacement (if applicable).
Business customers returning goods purchased on invoice must include the delivery note.

Where do I send returns?
4KATHARSIS.cz Showroom
Zámecký vrch 391/3
360 01 Karlovy Vary, Czech Republic

How will I receive my refund?

  • Card payment → refund to the same account

  • Bank transfer → refund to your bank account

  • Cash in showroom → cash or transfer to your bank account

When will I receive my refund?
Within 30 days of receiving the returned products and completing the complaint process.

Can a return be refused?
Yes—if conditions are not met. Goods will be returned to the customer, who then covers the postage.

6) Newsletter subscription

Why subscribe to the 4KATHARSIS.cz newsletter?
Be the first to know about new products and special offers. We constantly innovate and launch new lines. You’ll receive weekly/monthly promos, exclusive offers, free gifts, free shipping events, bonus rewards, and more.

What information do I need to subscribe?
Your e-mail and full name—that’s it.

How are my personal data protected?
All data transmission on our site is secure (SSL certificate). We also use a leading global platform to send newsletters; your data are safe.

Will my data be shared with third parties?
Never. We use your details solely for 4KATHARSIS.cz marketing as per our GDPR.

What is the double opt-in method?
After signing up you’ll receive an activation e-mail. Your subscription is activated only when you click the link—this protects your privacy.

Can I unsubscribe?
Anytime—click the unsubscribe link at the bottom of any newsletter. You’ll receive a confirmation e-mail.

7) General information

Are prices the same online and in store?
Yes—we keep prices consistent across the Czech Republic.
The online shop often features special offers and loyalty rewards.

How can I contact you to report an error or discuss an idea?

  • E-mail: info@4katharsis.cz

  • Phone: +420 353 311 642 (Mon–Fri, 10:00–18:00)

  • Mail: Showroom 4KATHARSIS, Zámecký vrch 391/3, 360 01 Karlovy Vary, Czech Republic

Which languages do you support?
Czech, Slovak, English, German, and Russian (more to come).