FAQ – frequently asked questions
what payment methods are available?
In our store, you can pay for your order using:
– Przelewy24 (BLIK, fast bank transfers)
– Payment cards (Visa, MasterCard)
– PayPal
what delivery methods are available?
We ship orders within Poland, to European Union countries, as well as to the United Kingdom and selected non-EU countries.Available delivery methods include:
- Courier (e.g. DPD, GLS, DHL)
- InPost Parcel Lockers (within Poland)
- International courier shipments – the cost and delivery time depend on the destination country and the chosen courier service
how can I modify or cancel my order?
Yes, but only before we begin processing it.
If your order hasn’t been shipped yet, you can cancel or modify it — just contact our customer service as soon as possible after placing it.
Please provide your order number and clearly describe what you would like to change.
can I get a VAT invoice?
Yes, we issue VAT invoices. When placing your order, please select the option ‘I want to receive an invoice’ and provide your company details.
how long does order processing take?
The order processing time depends on product availability and the chosen delivery method. Typically, it takes 2-5 business days within Poland and 3-7 business days for international shipments.
can I return or exchange a product?
If you want to change or cancel your order, please contact us as soon as possible after placing it. We can make changes only until the order has not yet been processed or shipped.
You also have 14 days to return the product without giving a reason.
The returned product must be in an undamaged condition and in its original packaging.
In both cases, just write to us.
You can find contact details and more information in our Return Policy or contact us directly.
how can I contact customer service?
We are available Monday to Friday from 9:00 AM to 5:00 PM. You can reach us at:
📧 E-mail: contact@bonaequine.com
📞 Phone: +48 663 945 539
how do I care for products purchased in the store?
Each product comes with a user and care instruction. Detailed information can be found on the product page and in the order confirmation email.