Frequently asked questions
Last updated: July 15, 2026
On this page, you will find answers to frequently asked questions about orders, shipping, payments, returns, product claims, and other matters related to shopping at the BerryHome online store.
Frequently Asked Questions
Quick links to the information our customers search for most often.
2. Shipping and Delivery
What shipping methods do you offer?
Within the Czech Republic, we offer home delivery, delivery to pickup points, and self-service lockers through selected carriers.
The available shipping options are displayed during checkout based on your delivery address, order value, and selected payment method.
Which countries do you deliver to?
We deliver throughout the Czech Republic and to selected countries within the European Union.
Available shipping options for your destination will be displayed after you enter your delivery address during checkout.
How quickly do you dispatch orders?
Orders for in-stock items are usually dispatched within 24 hours after the order is received or, in the case of bank transfer payments, after payment has been confirmed.
During seasonal sales, public holidays, or periods of exceptionally high shipping volumes, dispatch and delivery times may be longer.
How long does delivery take?
Delivery times depend on the selected carrier and destination country. Estimated delivery times are displayed during checkout when you choose your shipping method.
How can I track my shipment?
Once your order has been dispatched, we will send you a shipping confirmation by email.
If online tracking is available from the carrier, the email will also include a tracking link.
Do you offer free shipping?
Some shipping methods may qualify for free shipping under certain conditions.
Eligibility depends on the destination country, selected carrier, and order value. Current conditions are always displayed in your cart and during checkout.
What should I do if my parcel arrives damaged?
Before accepting your parcel, we recommend checking that the packaging is not damaged. If you notice visible damage, we recommend refusing the parcel or documenting the damage together with the carrier.
If you discover damage only after opening the parcel, please contact us as soon as possible and include photos of both the packaging and the damaged item.
3. Payment and Invoicing
What payment methods do you accept?
Depending on your destination country and selected shipping method, you can choose from:
- online card payment,
- Apple Pay or Google Pay (where supported),
- bank transfer using payment details or a QR code,
- cash on delivery for selected shipping methods.
The payment methods available for your order are always displayed during checkout.
When will my bank transfer order be dispatched?
Orders paid by bank transfer are dispatched once the payment has been credited to the BerryHome bank account.
How does payment by QR code work?
If you choose to pay by bank transfer, you will receive payment details together with a QR code.
Simply scan the QR code using your banking app and the payment details will be filled in automatically.
When will I receive my invoice?
Your invoice will be sent electronically to the email address used when placing your order or made available through your customer account, where applicable.
Is cash on delivery available?
Yes. Cash on delivery is available for selected shipping methods. Availability and any applicable fee will be displayed during checkout.
4. Returns
How long do I have to return an item?
As a consumer, you have the right to withdraw from a distance purchase contract without giving a reason within 14 days of receiving your order.
Do I have to use a return form?
No. Using the withdrawal form is optional.
However, we recommend using it because it helps us identify your order and process your return more quickly.
Does the item have to be returned in its original packaging?
No. Original packaging is not required when exercising your right to withdraw from the contract.
However, we recommend returning the goods complete, clean, and securely packed, ideally in their original packaging.
Who pays the return shipping costs?
Unless agreed otherwise, the consumer is responsible for the direct costs of returning the goods.
Where should I send returned goods?
Please send returned goods to:
BerryHome s.r.o.
Průmyslová 2401/9
466 01 Jablonec nad Nisou
Czech Republic
We do not accept cash-on-delivery shipments.
When will I receive my refund?
Your refund will be issued no later than 14 days after we receive your notice of withdrawal.
However, we may withhold the refund until we receive the returned goods or proof that they have been sent back, whichever occurs first.
5. Product Claims
How do I submit a product claim?
Contact us at info@berry-home.cz and provide your order number, a description of the issue, and your preferred method of resolution.
If possible, please attach photographs of the defective product. This helps us assess your claim more quickly.
Do I need to complete a claim form?
No. Completing a claim form is optional.
However, we recommend using it because it helps us identify your order and process your claim more efficiently.
Do I always need to send the defective product?
Not always. It depends on the nature of the defect and how the claim will be assessed.
Please contact us first. We will let you know whether the product needs to be returned or whether the issue can be resolved in another way.
How long does it take to process a claim?
We will process your claim without undue delay and no later than 30 days from the date it was submitted, unless we agree with you on a longer period.
Who pays the costs of a valid claim?
If your claim is accepted, you are entitled to reimbursement of the reasonable costs incurred in accordance with applicable legal regulations.
6. Products and Product Features
Do the product photos accurately represent the items?
We make every effort to display our products as accurately as possible.
However, colours may vary slightly depending on your screen settings, the lighting used during photography, or the natural characteristics of the material.
Are the listed dimensions accurate?
We list dimensions based on information provided by the manufacturer or on our own measurements.
For some products, particularly those made from natural materials or finished by hand, individual pieces may vary slightly.
Are minor differences in natural materials considered defects?
Products made from natural materials may naturally vary slightly in colour, texture, grain, shape, or dimensions.
These variations are a natural characteristic of the material and do not in themselves constitute a defect.
Where can I find product safety information?
General safety instructions and information about the safe use of our products are available on our Product Safety page.
Product-specific instructions may also be included with the item, printed on the packaging, or provided in the enclosed instructions.
7. Contact and Customer Support
How can I contact BerryHome?
Email: info@berry-home.cz
Phone: +420 704 137 148
What information should I provide when asking about an order?
To help us process your enquiry more quickly, please include your order number and briefly describe what you need help with.
What should I do if I cannot find the answer here?
Contact us by email or phone. We will be happy to help you and find a suitable solution.
If you could not find the answer in our frequently asked questions, please contact us. For faster processing of order enquiries, include your order number.
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