FAQ - Frequently asked questions

Below you will find a list of the most frequently asked questions from our customers, in case you are interested in obtaining further information, contact our customer support at eshop@kilpi.cz or during business hours from 8:00 to 16:00 on phone number +420 277 279 914.

What should I do if I choose the wrong size?

What should I do if I return the package within fourteen (14) days?

How to proceed in the event of a defect in a garment and the need to lodge a claim?

I'm not sure about what product to select or I need advice.

What shipping and payment options do you offer?

Who is eligible for free shipping?

Will I be informed about the delivery of the package?

Can I cancel an order?

Do you ship goods internationally?

How much will shipping cost?

How do I know if the goods are in stock at the e-shop?

Is it possible to send the goods to one of KILPI's stores?

Is it possible to return the goods ordered via the e-shop at a KILPI store?

Is it possible to exchange the goods ordered via the e-shop at a KILPI store for another size?

Is it possible to send an order to Slovakia?

How to exchange or return goods with a voucher from Horska Vyzva?

What should I do if I choose the wrong size?

If you have selected the wrong size of a product/s in the order and you would like to exchange them for the same model in another size, please proceed as follows:

1. Send the inappropriate garment/s to our address designated for the exchange of goods (Skladon, Průmyslová 377, Mošnov, 742 51, recipient's phone number: +420 277 279 914, recipient's email: eshop@kilpi.cz), add to this your identification data, order number or invoice number, your bank account number and information that it is an exchange and the reason why.
   The form for exchange / return of goods can be downloaded here.
2.       Create a new order for the new size and fill in on the order form a note that this is a size change from the previous order No. XXX.
3.       As standard, pay for your new order using one of our available payment options.
4.       Any monies owed for the exchange will be transferred to your bank account within fourteen (14) days of receipt of the inappropriate garment/s to our warehouse.

What should I do if I return the package within fourteen (14) days?

If you need to return the package within the statutory period of fourteen (14) days from the delivery of the shipment, please proceed as follows:

1.       Send the inappropriate package/s to our address designated for the exchange of goods (Skladon, Průmyslová 377, Mošnov, 742 51, recipient's phone number: +420 277 279 914, recipient's email: eshop@kilpi.cz), add to this your identification data, order number or invoice number, your bank account number and information that it is an exchange and the reason why.
   The form for exchange / return of goods can be downloaded here.
2.       The money for the returned goods will be transferred to your bank account within fourteen (14) days of receipt of the returned goods to our warehouse.

How to proceed in the event of a defect in a garment and the need to lodge a claim?

If you find a defect in our products during the statutory warranty period or this defect occurs during the statutory warranty period, please proceed as follows:

1.      Send the defective product/s to our address (Complaints/Claims Department Kilpi - PONATURE s.r.o., U Hrůbků 251/119, Ostrava - Nová ves, 709 00), to this add your identification data, order number or invoice number and your bank account number if you are requesting a refund. It is also necessary to send a Claim Form, which can be found here.
2.       The garment/s will be assessed by staff in our claims department and we will then contact you regarding further handling of the claim, no later than thirty (30) days from the receipt of your claim.

I'm not sure about what product to select or I need advice.

You can contact our customer support at any time, either by email eshop@kilpi.cz or by phone +420 277 279 914 during business hours from 8:00 to 16:00, we will be happy to help and advise you.

What shipping and payment options do you offer?

All shipping and payment options can be found here . We offer the possibility of delivery to your home using PPL and GLS as a carrier.

Cost of individual delivery options can be found here.

For payment options, you can choose cash on delivery, you can pay by bank transfer to our bank account, or you can use fast online payments by credit card.

Who is eligible for free shipping?

Everyone is entitled to free shipping when their order exceeds 999 CZK and delivery address is in Czech republic.

Will I be informed about the delivery of the package?

Yes, immediately after sending the package, we will send you an email with information regarding the tracking number of the shipment, where you can track the exact progress of the delivery. Depending on which carrier you choose, they will also inform you about the exact delivery time of the package in the form of an SMS message on the day of the expected delivery. You can arrange a possible change of address directly with the courier.

Can I cancel an order?

An order can be cancelled within one (1) hour of placing the order via email on business days at eshop@kilpi.cz, state the order number and provide information in the email that this is a request to cancel the order. If it is an order placed on working days between 8:00 and 16:00, please contact us immediately via phone +420 277 279 914. The cancellation of the order is valid at the time of receipt of the information email by the e-shop about cancellation of the order.

Do you ship goods internationally?

All goods on our e-shop can be ordered and delivered to all countries listed here.

How much will shipping cost?

You can find a list of all carriers together with the price list  here.

How do I know if the goods are in stock at the e-shop?

For all garments, you will find stock availability listed as "IN STOCK" in the product detail and the "Add to cart" button is active.

Is it possible to send the goods to one of KILPI's stores?

Unfortunately, we do not offer this option yet, but you can have the goods delivered to your home address. Possibility of delivery to the PPL Parcelshop is only possible on the basis of an agreement between the customer and the courier.

Is it possible to return the goods ordered via the e-shop at a KILPI store?

Unfortunately, we do not currently offer this option, however, returns can be made easily by sending it to our address. All details and the procedure in the event of an exchange or return of goods can be found here.

Is it possible to exchange the goods ordered via the e-shop at a KILPI store for another size?

Unfortunately, we do not offer this option yet, however, you can easily exchange the garment by sending it to the address of our warehouse (Skladon, Průmyslová 377, Mošnov, 742 51) and then creating a new order. All detailed information and the exchange process can be found here.

Is it possible to send an order to Slovakia?

Yes, of course, all orders can be sent to Slovakia, shipping prices can be found here.

How to exchange or return goods with a voucher from Horska Vyzva?

Gift discount coupons obtained during participation in the Horska Vyzva races can be used to purchase products via the shopkilpi.cz e-shop. Garments purchased using these coupons can be exchanged for products of a different colour or size. In the case of product returns, the customer is reimbursed the amount for the product shown on the invoice, which is reduced by the value of the discount coupon The value of the discount coupon is never refunded.