FREQUENTLY ASKED QUESTIONS

Orders and Payments
Which payment methods are accepted?
Customers within our European service area can complete purchases using standard commercial payment methods. We officially support:

Credit and Debit Cards: Visa, Mastercard, and American Express.

Mobile Payments and Digital Ecosystems: Apple Pay, Google Pay, and certified regional e-wallets.

All transaction communications take place via standard encrypted financial networks to ensure the security and integrity of the order processing procedure.

Shipping and Logistics
Where do we deliver?
Our logistics system is designed to serve consumers across the European continent. All inventory is managed, packed, and shipped directly from our facility in the Czech Republic.

Which courier services are used, and what are the delivery times?
Cross-border shipping is handled by premium international courier services, utilizing the priority networks of carriers such as DHL, FedEx, and UPS.

Order Processing Time: Standard internal preparation, picking, and documentation processing take 1 to 3 business days.

Estimated Transit Time: Once the shipment is handed over to the courier network, delivery to a European address typically takes 7 to 12 business days.

Will I receive notifications regarding my order’s shipping status?
Yes. At key logistics milestones, the system automatically sends tracking updates to the email address provided at checkout:

Shipping Confirmation: Sent immediately after the package is labeled and handed over to the main carrier network; includes a unique tracking number.

Logistics Hub Receipt: Sent when the package arrives at a major regional sorting facility.

Local Delivery Assignment: Sent when the package enters the final local delivery stage (i.e., en route to your address).

What happens if there is a significant delay?
If the transit time exceeds the standard estimated timeframe, we will immediately initiate a formal inquiry and tracking investigation with the relevant carrier (DHL, FedEx, or UPS). Based on the verification and results provided by the logistics provider, we will arrange for a full refund or an expedited replacement shipment.

Returns, Right of Withdrawal, and Damaged Goods
What is the statutory return policy for European consumers? In accordance with EU consumer protection directives and Czech civil law, customers purchasing goods within Europe are entitled to a statutory 14-day “right of withdrawal” (i.e., the right to return goods without providing a reason). You have the right to cancel your order and request a return within 14 calendar days of the date you (or a designated third party) actually receive the goods, without needing to provide a specific reason.

What should I do if the goods are damaged or defective upon delivery?
If the product is damaged during transit or found to have quality defects upon delivery, your rights are fully protected under EU consumer protection regulations. Please follow these steps:

Contact us via email at stationery@tidytraydesk.com within 14 days of actually receiving the goods.

Include clear photos showing the confirmed damage or the issue regarding quality standards.

Once our team has reviewed and verified the photographic evidence, we will process a full refund or arrange for a replacement product.