Hedwig | Svetkouzel.com, Page 2

Delivery

How long does delivery take?

Delivery of a paid order usually takes 1–3 business days. In 95% of cases, all orders are delivered on the second business day after your purchase.

How much does shipping cost?

Delivery to pick-up points and Alzaboxes starts at 55 CZK, delivery to an address starts at 79 CZK. You can find the full price list of individual carriers here.

What delivery options do you offer?

We ship to Alzaboxes and pick-up points of PPL, GLS, and Zásilkovna. We also ship directly to your address.

Do you offer free delivery?

Yes! We offer free delivery to Alzaboxes and GLS pick-up points for orders over 1,499 CZK.

Do you also ship cash on delivery?

Yes, we ship all products (except personalized acceptance letters) with cash on delivery as well.

Do you ship to Slovakia and other countries?

Yes, we ship to Slovakia! Delivery time to Slovakia is up to 3 business days, usually within 2 days. We ship to your address as well as to Zásilkovna, GLS, and PPL pick-up points. We also ship throughout the EU. You can find the complete overview with prices and delivery times here.

When do you dispatch the goods?

We dispatch goods within 24 hours of receiving your order.

Payment

What payment methods do you offer?

You can pay online by credit card, bank transfer, Google Pay, Apple Pay, or bank transfer with a QR code.

Are the payment methods charged?

No, all payment methods are free of charge. Only cash on delivery is charged at 49 CZK.

Can I pay in Euros?

Yes! In addition to Czech crowns (CZK), you can also pay in Euros (EUR). Simply switch the store currency in the menu.

Loyalty Program

Do you have a loyalty program?

Yes! Our loyalty program is called the Wizarding Club. You can find more information here.

What are the benefits of club membership?

The main advantage is collecting bonus points (Galleons) for every purchase, which you can then use as a discount on your next order. You will also receive priority information about discounts and sales and get early access to all Harry Potter news in the News from the Daily Prophet section.

How many points will I get for my order?

For every 5 CZK (0.2 €) spent on your order, you will receive 1 Galleon (bonus point). For example, with a purchase of 1,000 CZK (≈ 40 €), you will receive 200 Galleons.

What is the value of Galleons (bonus points)?

Each Galleon (bonus point) has a value of 0.1 CZK (0.004 €). If you collect 1,000 Galleons, you will get a 100 CZK discount on your entire purchase.

How can I register for the Wizarding Club?

Very easily – just register with us and you will automatically become a member of the Wizarding Club.

Can I earn Galleons in other ways?

Yes, you can also earn Galleons (bonus points) for registering, subscribing to the newsletter, celebrating your registration anniversary with us, or as a gift for your name day.

What are the conditions for redeeming Galleons?

All conditions for redeeming Galleons and full information about the Wizarding Club can be found here.

Claims

I need to make a claim, how can I proceed?

We are sorry about this situation, but unfortunately, about 1 in 1,000 orders may need to be claimed for some reason. We handle claims as quickly as possible and always to your satisfaction. It always depends on the reason for the claim – we approach each case individually and openly and do our best to meet your needs.

How are claims handled with you?

It always depends on the specific claim. After contacting you, we will agree on a solution that suits you best. The possible ways to resolve a claim are: repair of goods, replacement, discount from the purchase price, or refund. More information about claims and warranties can be found in our Terms and Conditions.

I received a damaged parcel, what should I do?

In that case, please contact us by email at info@svetkouzel.com or by phone at +420 725 338 071 and we will resolve the situation as quickly as possible. We never wait for lengthy responses from shipping companies and almost always send new goods depending on the nature of the damage. We handle the situation with the carrier ourselves – we will only ask you to photograph the damaged parcel and possibly send it back to us (at our expense).

Physical Store

Do you also have a physical store?

Yes – we are the only purely Harry Potter-themed store in the Czech Republic! You can find all information about our store here.

Where is your store located?

Our Harry Potter store is located in Prague, at Na Pankráci 1352/2, Prague 4, 140 00.

What are your opening hours?

We are open every day except Wednesday. Opening hours: Monday, Tuesday, Thursday, Friday 14:30–18:00, weekends 15:00–18:00.

The opening hours don’t suit me, can I still come?

Yes! Call us at 725 338 071 or write to info@svetkouzel.com and we will be happy to arrange a time that suits you.

Do you have everything in the store that you offer on the website?

Yes, in the store you can see almost everything we offer online. If you are interested in something specific, just write to us at info@svetkouzel.com and we will gladly prepare it for you to view in the store.

Can I pick up my order in your store?

Yes! We will gladly prepare your order for personal pick-up in our store – completely free of charge.

Can I pay by card in the store?

Yes. In our store, you can pay by credit card, smart phone, smartwatch, or in cash. We can also prepare a QR code for immediate payment if requested.

Is there parking available?

Yes, you can park conveniently right in front of the store, or at a small parking lot about 50 m from the store (Jedličkův Institute). Map: view on map.

I’m looking for a Harry Potter gift for someone, but I don’t know what to choose. Can you help me?

Yes, all of us – both in the e-shop and in the store – are Harry Potter fans and know our products well. We will be happy to help you choose a gift for a newborn wizard, a teenage witch, or an experienced wizard.

Hedwig, Page 2

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