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FAQ

FAQ - Frequently Asked Questions



How can I see better prices on products?

You have to register as a user (there is a link "Register as a user" at the top of the website), which is a breeze. Ask no more than name and email. There is also no need to wait for any confirmation to the email address. Signing in is automatic after you sign up.
If you want products as a beauty service provider, we recommend that you register as a self-employed person or entrepreneur (requires more data entry) to get bigger discounts and special offers.



Why are the products so cheap here?

As we are an importer of 40% of the products in our product range and we buy goods directly from brand representatives or manufacturers from different countries around the world, we can always offer you the best prices. At the same time, we also have a Best Price Guarantee for each product, which means that if it is possible to buy identical products from us cheaper from somewhere, then by informing us we can always make 100% the same or, depending on the product, a better offer.



Who can sign up and what does it cost?

Anyone can register as a user. Both legal and natural person. The registration process is super fast and free.



Is VAT displayed online?

All prices displayed in our e-shop are in euros and include VAT.
Entrepreneurs outside Estonia who are subject to VAT can purchase goods from us without VAT by adding a foreign address and then a VAT / TAX code to their questionnaire.
If you have a VAT number added, all prices will automatically be displayed to you in our e-catalog without VAT before adding to the shopping cart.



How and can I buy products and see or try them somewhere?

Two options:

Our representative stores in Tallinn and Tartu are open 7 days a week. There may be price differences between stores and the online store!
You can make purchases, try and see products from representative stores without placing an order online. All goods on site. Deliver the goods now!

 

Or by registering as a user in the e-shop and adding the product to the shopping cart and placing an order online.

Everyone can buy the products we offer. So professionals, amateurs, salons, shops and e-shops. We sell all products both wholesale and retail.

We recommend companies to register as our customer before making a purchase.



When will I receive your order online?

After receiving the payment to the current account, we will send the products out of our representative store on the same day or within 2 working days at the latest. The courier company Eesti Post AS will deliver the goods to the nearest post office within 1-2 working days (Shipments within Estonia) and within 2-8 working days (Shipments outside Estonia). To speed up the process (after sending the goods by us), you can call "Eesti Post" at the post office of your location every following afternoon and ask for the parcel to arrive at your name or address, either as a simple parcel or by registered mail.

You can also order goods from us using the Omniva, DPD or Itella SmartPOST parcel machine service. You will usually receive the goods the next day or the day after from the desired parcel machine.
If the goods have not arrived to you within 2 working days after receiving the "Products shipped out" message by e-mail, please contact our customer service. Contacts on our website under the "CONTACT" link.

Before payment, please check that the desired products are on the order and that the address of the recipient of the invoice and the sending of the goods are correct. If you want to change an existing order, you can place a new order or notify our customer service of the changes you want to make.
We will certainly resolve subsequent claims, even if this is due to customer inattention.



Can I see the payment for my order and its status?

Yes. Receipts are checked daily by accountants. If the receipt has taken place, it will be marked under your account before 17.00 on the same working day with the status "Payment received, packing" under your account. Then the goods will be sent out before 5.30 pm on the same working day. In exceptional cases, the receipt shall be indicated on the next day or the goods shall be dispatched on the next working day. If the goods are sent, you will also receive an e-mail notification.

 

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FAQ

You will find answers to all the most important questions here. If something remains unclear, write or call us

Question about the order

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  • I have not received an order confirmation at the e-mail address you entered
    If there is no confirmation, your order is still registered with us and you do not have to worry about it. Please check your e-mail spam and spam folder, sometimes the messages will go there as well. If you still can't find it, you can contact us if you need at pakimine@prokosmeetika.ee.
  • How do I see the status of my order and know if the goods have been shipped
    The status of the order will be sent to your e-mail address once the goods have been shipped. Also registered customers can see their orders and their statuses by logging in from the order history. Additional information about the order: pakkimine@prokosmeetika.ee or phone: 55537452
  • If the status of the order is pending/some goods missing, what does that mean?
    The pending/some goods missing status of the goods means that some of the products were out of stock (usually the maximum ordering time can be seen in the e-shop, but in general the goods will arrive faster) and the goods should arrive soon, then be shipped.
  • Can I return the product I ordered?
    ATTENTION: Due to health and hygiene requirements, cosmetic products cannot be returned or exchanged. You can only return products purchased in the e-shop, which have been packaged in such a way that it has not been possible to open them. Products purchased in stores cannot be returned.
  • Has my order been shipped?
    If the order is sent from our warehouse to you, you will immediately receive a notification to your e-mail address if the e-mail address you have entered is correct. Please also check your spam folder. You can also see your order status by logging into your account and under the "Order History" link.
  • How long do I have to wait for my order?
    If we have the goods in stock at the Tulika store and the order is placed before 12:00, they are usually sent out the same or the next day. If it happens that the product is out of stock or we have it in other stores from which it needs to be ordered, then it may take longer to send it out, depending on which city and district it has to be sent from. In general, relevant information will be sent to your e-mail address if the shipment of the goods is delayed for more than 5 days. You can always ask for additional information from our packing department on weekdays from 8:00 a.m. to 5:00 p.m. on the phone: 55537452

Questions about my account

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Question about products

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  • Can I buy products without VAT?
    If it is a company located in Estonia, you cannot buy products from us without VAT. If the company (legal entity) is located outside Estonia and has a valid VAT number, and the goods you order via the e-shop are sent out of Estonia, it is possible to buy products from us without VAT if you notify us of your request to the e-mail address info@prokosmeetika .ee before placing an order. It is not possible to buy goods from physical stores on site without VAT. This can only be done through the e-shop.

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