FAQ

You can shop at Incense Worldwide Online Store in a few easy steps.

If you have a username and password, you can access your user account or create a new one.

If you do not have one or do not want to create a user, you can buy products as a Guest without the need for registration.

1. To purchase a product, it is necessary to visit the page of the desired product.
   To add the product to the cart, press the "Buy" or "Quick Order" button if you do not have one or do not want to create a user.

A new window is displayed, on the right side of the screen you can see the desired product, price and quantity*, here you can confirm* that you want to place an order with the "Pay" button. or go back with a button to browse or add more products.

*If you want to adjust the quantity or remove a product, you can press remove, and select a quantity using the arrows to the right of the product photo.

2. Choose shipping adress or if you want to pickup from an office of the shipping provider

3. You will need to fill in your names (or those of the person you wish to receive the order), your email address (make sure it is entered correctly, you will receive messages about the expected delivery day and an electronic proof of purchase on it), and a contact phone number.

   You should enter the name of the settlement and select the desired destination from the drop-down menu.
   Additional fields will open so that you can specify the exact address: street, number and postal code (the fields are mandatory, if the settlement is without streets you can enter any information, for example "Center" and for the number enter "1" ).

Confirm with the "Save and continue" button.

Select the courier company and select the delivery price.

Confirm with the "Save and continue" button.

4. The last step is to choose how you want to pay for the order, press the desired method.
   Cash on delivery, cash upon receipt of the courier.

   MyPos for users of the MyPos payment platform

   PayPal for users of the PayPal payment platform

   Stripe for users of the Stripe payment platform

   Settle for users of the Settle payment platform

   To continue you must agree to the General Terms and Conditions (by ticking the appropriate boxes), if you have not yet read our terms and conditions or want to make a reference you can click on "General Terms and Conditions" and the information will be available to you .

   In the order note, you can write in free text specific requirements and comments about the delivery of the device that do not conflict with the Incense Worldwide Online Shop Terms and Conditions, e.g. "I can't take delivery on Wednesday"

   Complete the order with the button "Finish the order"

   
   

1. The USER has the option to pay for the ordered goods by:
   Cash on delivery - cash on delivery
   Credit/debit card

   PayPal

   Stripe

   Settle

   MyPos

2. All payments are made in Bulgarian leva, euros or US dollars, regardless of the type of payment.

3. The USER pays the invoice value of the purchased goods, including the cost of delivery.

4. Through a voluntarily chosen payment method, the USER makes a payment to the MERCHANT for the purchased online goods.

5. Depending on the chosen payment method, the USER receives the relevant information regarding the payment /bank payment data, reference to electronic terminal payment, ATM payment instruction, cash register payment instruction/

6. Orders with a bank transfer payment method are executed after the amount has been credited to the MERCHANT's account.

Claims on online purchases
In the event of a claim within 14 days of the order utilization, it is necessary to inform us at [email protected] or in the contact form here, describing the nature of the discrepancy found, as well as to apply photo material.

If you have justified complaint, you will receive an instruction instruction in the warranty service of the received product with a courier service at the expense of the merchant at the email address you have specified.

In the case of complaints after the expiry of the legal term under Article 50, the consumer may file a claim Art. 33.
If you have any questions you can contact us at any time at [email protected].

More information
1. Upon receipt of the goods, the User/Recipient is obliged to immediately review it and in case it finds visible defects such as: impaired package integrity, cosmetic transport defects, immediately inform the person making the delivery.

2. In the event that defects or defects are available in the presence of the courier or the person making the delivery, a statement of findings shall be drawn up as the User/Recipient refuses to receive the shipment. At the following email address: [email protected] the user sends photos of the defects of the appliance, filmed the transport packaging from all its parties and claims a claim in writing.

3. In the event that the User/Recipient does not inspect the goods received and does not make immediate claims, the goods shall be considered approved and the consumer loses the right to claim at a later stage.

4. In the event that the User has chosen at his own request a courier company, with which the trader does not have contractual relations for the delivery of his order, or has assigned such a return of the goods back to the merchant, the risk of loss or damage to the goods is entirely at the expense of the User in accordance with Article 103 the User claims the carrier he has chosen.

5. The User, who has the quality of a consumer within the meaning of the CPA, is entitled on the grounds of Article 50 of the CPA to withdraw from the concluded contract at a distance without owing a penalty or compensation within 14 days from the date of receipt of the goods, according to Article 50, item 2a, b.

6. The User shall inform the trader in writing of his decision to withdraw from the contract for sale before the expiration of the 14-day term under Article 50 of the LPP, and the trader sends to the User an immediate confirmation of the received application for refusal of a sale contract.

7. The User returns the goods to the trader within 14 days from the claim and pays the transport costs for the return of the goods under Article 55, paragraph 2 of the LPP. The deadline for returning the goods back to the merchant is before the expiry of the 14-day period.

8. The trader reimburses the amount received paid by the User, including with the cost of delivery, within 14 days, using the same payment tool used by the User. In case of non -compliance with the deadline for the return of the goods by the User, the merchant detains the refund of the amount paid until he receives back the goods from the consumer.

9. The merchant deals with the amount paid 15% and reimburses to the User the residual value, including delivery costs when the goods are in poor commercial form /violated or missing packaging /; The merchant deals with the amount paid 25% and reimburses to the User the residual value, including the cost of delivery, when the goods have visible traces and / or defects resulting from the use beyond the usual manner required to determine the nature.

10. The trader does not reimburse the cost of delivery if the user voluntarily selected a different supplier from the proposed by the merchant with whom he has contractual relations.

11. In the event of the circumstances referred to in items 1, 2 and 3, as well as the pernication or loss of the goods, the trader does not reimburse the amount paid for the goods and all related expenses.