Vevőszolgálat
Service Department
F.A.Q (Frequently Asked Questions)
About Us
- • Where are we?
- • Do we have a showroom?
- • Can I find all the items in the webshop exhibited in the showroom?
- • Do the prices applied in the showroom differ from the ones applied in the webshop?
- • What further discounts apply?
- • Do you have a printed catalogue?
- • Do you undertake tiling and installing as well?
Contact
- • Can I contact you via phone?
- • What is your mailing address?
- • How can I receive further information regarding the items chosen?
Delivery
- • How will I know whether my items have been delivered?
- • Do you deliver within Hungary only?
- • What are your shipping rates?
- • How will my order be delivered?
- • What happens if I am not home at the time of delivery?
- • How long does the shipping take?
- • How will I know whether my items have been shipped?
- • Is local pickup possible?
- • What happens if the item is delivered damaged or incomplete?
- • Is the item manufacturer-defective?
Online payment
- • Is it safe to pay online?
- • What cards do you accept?
- • When does my purchase get charged on my account?
Ordering
- • How can I place an order online?
- • Can I place an order via telephone?
- • How will I know if the items I choose are on stock?
- • How will I know if the order was successful?
- • How can I modify or cancel my order? How can I send the ordered items back to you?
- • How can I check the status of my order?
- • Why is my order late?
About us
Where are we?
- • Showroom: Böszörményi út 182. Debrecen, 4032, Hungary
- • Warehouse 1. Debrecen: Domokos Márton kert (end of Böszörményi út)
- • Warehouse 2. Budapest: Duna lejáró 4-10. (Rézmű utca in the area of the former Csepel művek), XXI. kerület (District 21.), Budapest, Hungary>details
Do we have our own showroom?
Yes, we have a showroom in Debrecen and a warehouse in Budapest to hold a stock as the market requires. Some of the products from the webshop are available at both of these sites.
Can I find all the items in the webshop exhibited in the showroom?
Although we do keep a considerable stock, it would be virtually impossible to have samples of each and all of the tens of thousands of articles available in the webshop. We strive to hold at least some items from each of our suppliers and manufacturers, so that you can have a clearer idea regarding the quality, workmanship etc. of the rest of the given manufacturer's product line. Please contact us regarding the availability of the items you are interested in before visiting our showroom!
Do the prices applied in the showroom differ from the ones applied in the webshop?
Yes, it is possible that they do. in the case of a traditional (off-line) store, the normal operational expenses are higher, due to which the prices applied here might differ from the ones applied in our webshop.
What further discounts can I receive?
We do our best to apply the best prices possible independent of the supply sources. The only option to deviate from this is in the case of an especially large order placed. Furthermore, special conditions apply in the case of our contracted partners that will be automatically presented upon their logging into our webshop.
Do you have a printed catalogue?
At present we do not have a printed catalogue. Since our sphere of suppliers increases by the month it would hardy be feasible to include all the manufacturers in it. Apart from this, we do keep a number of hard copies of the manufacturers' catalogues sufficient to meet our customers' demands. Finally, please allow us to suggest using our on-line manufacturers' catalogues you can browse right there or if you wish, download.
Do you undertake tiling and installing as well?
Yes we do, mainly in and around the area of Debrecen, but depending on the volume of work anywhere within Hungary.
Contact
Can I contact you via phone?
Yes you can, although in order to have a faster and more fluent service we suggest your using the messaging form accessible through the menu. The Service Department is available via phone during business hours only and a temporary overload might occur due to the large number of incoming calls.
What is your mailing address?
UNDEFASA-Hungária Kft. Böszörményi út 182. Debrecen, 4032, Hungary.
How can I receive further information regarding the items chosen?
Should you need any further information regarding the items chosen our staff is pleased to be at your service. Please contact them via any of the means detailed in the Contact menu during business hours, or online.
Delivery
How will I know whether my items have been delivered?
Once the items ordered have arrived into our warehouse or have been packaged they will be handed on for collection and delivery by the courier service (or our own Logistics). You will be notified on this via e-mail or SMS. Should you need any further details, please do not hesitate to contact our Service Department.
Do you deliver within Hungary only?
Our present system can only handle orders from Hungary only but if required we can deliver abroad. Regarding delivery expenses, please contact our Service Department.
What are your shipping rates?
Once logged in, the actual shipping rate can be found at the contents of your shopping cart. The shipping rates are calculated on the basis on the contents of the shopping cart and the shipping method chosen. The final cost of shipping will be found at Checkout. Shipping can be free of charge in the case of selected items or in the case of a Sale.
How will my order be delivered?
In the case of smaller packages the items will be delivered using the courier sevice of GLS. This courier will keep our customers posted on the shipping details, providing all information necessary for tracking the order. In the case of a package with larger weight (e.g. tiles, tiling adhesives) our own Logistics will contact the customer arranging the most ideal time for delivery.
What happens if I am not home at the time of delivery?
In the case of smaller packages, the courier will attempt to deliver the order at another time, failing which, the order will be returned into our warehouse. In this case the item can only be re-delivered after paying the cost of shipping again. In the case of an order with larger volume or weight this can not happen since in this case, the delivery takes place at a pre-arranged time agreed upon with the customer via phone.
How long does shipping take?
In the case of smaller items kept on stock (taps, accessories) the items are handed on for collection by the courier service on the day following placing the order and paying; these items will be delivered within 2-3 days. Orders with larger volume and/or weight must be palletised before being handed on for collection/shipping. Delivery in the case the items are on stock usually takes 3-5 days.
How will I know whether my items have been shipped?
You will receive an e-mail notification as soon as the items ordered have shipped. This e-mail will contain all the details necessary related to shipping and delivery.
Is local pickup possible?
Yes it is. After placing the order you will have the option to define which of our sites you would like to pick up the ordered items at. You will be notified on the availability of the ordered items, and are welcome to pick them up anytime during our usual business hours.
What happens if the item is delivered damaged or incomplete?
You are obliged to examine the contents of the package delivered regarding quantity and quality and in case there are no complaints, obliged to sign the release. Following this, we will unfortunately not be able to accept and further complaints. Should there be any complaints regarding either the delivery or the items themselves, please be so kind as to document and record these in the presence of the person delivering. If the items arrive defective of become damaged during delivery, they will be replaced free of charge. In the case replacing the item is not possible, you have the option to either ask for a discount or recede from the purchase. In this case in order to have a faster service please contact our Service Department without delay!
Is the item manufacturer-defective?
While we only sell the products of well known manufacturers it is nonetheless possible that one or two items are sold defective. The manufacturers obviously take responsibility for these. In these cases in order to have a faster service please contact our Service Department the soonest possible! Very important! Do not under any circumstances install any manufacturer defective item, since this means the manufacturers' warranty will immediately be considered void!
Paying online
Is it safe to pay online?
YES IT IS, Undefasa webshop offers safe card-based payment methods provided by OTP Bank for all of its customers. Security is based on the division of data. The webshop receives all the details regarding the order from the customer while the card data related to the transaction is received via the Checkout interface secured by 128-bit SSL encryption method by OTP Bank only. Undefasa.hu is informed of no details whatsoever regarding the data made available via the Checkout interface. These data are accessible by OTP Bank only. After payment is made, Undefasa Webshop will inform you whether the transaction was successful. In order to be able to pay using your card, your browser must support SSL encryption.
What is SSL?
SSL (which stands for Secure Lockets Layer) is a widely accepted encryption procedure. OTP bank has a 128-bit encryption key, which protects the communication channel. The company VeriSign enables OTP Bank to use the 128-bit key, which in turn allows us to provide SSL-based encryption. Currently this encryption method is used in 90% of all e-commerce trade worldwide. With the SSL functionality, the browser software used by the shopper encrypts the cardholder’s data prior to transmission, and thus the data is sent to OTP Bank in a coded form, which ensures that it cannot be deciphered by unauthorised persons.
What cards do you accept?
At this moment we can accept for online transactions Mastercard, VISA, and Maestro cards only. Unfortunately we can not currently accept American Express.
When does my purchase get charged on my account?
As soon as all the steps for online payment are carried out. The bank's system will immediately notify you regarding the transaction.
Placing an order
How can I place an order online?
Simply put the items you would like to purchase in your shopping cart and follow the instructions carefully. In the case you are unsure about something, please do not hesitate to contact our Service Department where our staff will be pleased to assist you with placing the order.
Can I place an order via telephone?
We are sorry but placing an order in Undefasa.hu webshop is only possible electronically via the site www.undefasa.hu. The undefasa.hu webshop will not accept any orders placed via phone, fax, e-mail, or mail. The undefasa.hu webshop will also provide feedback for you regarding your orders electronically. You will be able to change the details provided at registration before placing the order. The order is considered an internet-based, unsigned contract whose contents will be archived and as such accessible and retrievable.
How will I know if the items I choose are on stock?
Please consult the items' data sheets that always contain information whether the given items are on stock or alternatively, will provide information on the expected date of availability. Due to the unpredictability of the demand it is possible that the item chosen is either not on stock or not available in the required volume momentarily. In the case you would like to receive more detailed information regarding availability of a given item, please do not hesitate to inquire at our Service Department.
How will I know if the order was successful?
In the case your order was placed successfully, you will receive an automated e-mail confirming that your request for order was received by us. This does not apply to the success of the transaction in the case you chose any of the bank-based payment methods. In these cases you will receive a separate e-mail confirming the arrival of the amount covering the total value of the order. Should you receive no such e-mails within a period of 48 hours, please consider the order unsuccessful. In this case, please place the order again or contact our Service Department!
How can I modify or cancel my order? How can I send the ordered items back to you??
So long as the items ordered have not been forwarded for collection or shipping you are free to modify or even cancel the order. If the items ordered have been delivered you are free to recede from the purchase with no explanation given within a period of no more than 8 days following the date of delivery. In this case, please return the item in an undamaged condition to the address of Undefasa-Hungária Kft. (Böszörményi út 132. Debrecen, 4028, Hungary) and the value of the returned items will be re-funded for you within a period of no more than 30 days. In this case you must cover all P&P expenses regarding the return, while only the total price of the items will be re-funded for you. Unfortunately we will not be able to accept any collection packages. In the case you have already used the product and will not be able to return it to us in an undamaged condition, we unfortunately will not be able to accept the returning the item and can not re-fund its value.
Why is my order late?
If an order is not delivered by the pre-arranged deadline, we suggest that you take a look into your e-mail mailbox, since you are sent an e-mail notification should there be any changes, with details regarding the delivery status. In the case you have not received any such notification, please contact our Service Department in writing via our messaging form. We will immediately begin investigating the case and keep you updated on any proceedings.
Categories
