Frequently asked questions

SECTION REGISTRATION / (MY PROFILE)

DO I NEED TO REGISTER TO PLACE AN ONLINE ORDER?

No, you do not have to register if you want to shop from our online store. In case you like any of our products, you can buy it quickly and easily as a guest too. You can also reach us at +359 32 643 216 or at our BG national line: +359 (0) 700 45 445 (at the price of a local call from a landline telephone).

WHAT BENEFITS OFFERS THE REGISTRATION?

Registration at VIKIWAT's online store has a number of benefits for our customers. It mainly helps to facilitate you much better. It's a one-time process and you will have the opportunity to shop much faster and more conveniently from our store. It also gives you the advantage of using different delivery addresses; to save time on repeat orders as your data is already saved in your profile and to get a free shipping. *Free economy delivery within Bulgaria is available for all registered users and online orders over 150 BGN incl. VAT with shipping company Speedy.
Additionally you can check your order's history. Registration allows you to receive first our information about hot offers and special promotions.

HOW CAN I REGISTER?

You can easily create your profile either before check-out or from our main menu by selecting: the "REGISTER" button. Then simply follow and fill all required fields.

WHAT TO DO IF I FORGOT MY PASSWORD?

If you have forgotten your password, do not worry about it! You need to click on "Forgot password" button and to enter your email address used for registration in the pop-up window.
We will send you an email with personal link so you can generate a new password. If you need any further assistance, you can always call us at: +359 (0) 700 45 445 (at the cost of a local call from a landline telephone) or via our contact form.

IS MY PERSONAL INFORMATION PROTECTED?

Yes, of course! We have taken all necessary measures to protect your privacy and information. All data that you have provided to us by creating your account is fully used in accordance with the legal laws for the protection of personal data. If you are a registered user, you can check what data we keep for you simply by enetering your profile and use my GDPR.
For more information, please refer to section: "Personal Data" or contact us by email.

CAN I CHANGE MY INFORMATION?

Of course, you can! You can edit your personal and company data in section: "My Account". If you need any assistance, please do not hesitate to contact us at: info@vikiwat.com or via our contact form.

CAN I CHECK MY HISTORY OF ORDERS?

Yes, when you have a profile, you can quickly and easily track all orders and details in section: "Tracking Order".

HOW CAN I REGISTER FOR NEWSLETTER?

Subscribing to our newsletter is extremely convenient. You can do so during your initial registration by clicking on the box: "Sunscribe to a newsletter". By activating this free service you will have access to up-to-date information about special offers, new products and promotions.

HOW CAN I DEACTIVATE THE SERVICE TO RECEIVE VIKIWAT' BULLETIN?

If you no longer wish to receive our free newsletter and current hot offers, you can opt-out by unchecking the "Subscribe to a newsletter" in your profile and thus disable this service.

SECTION ORDER

HOW CAN I PLACE AN ORDER?

There are several ways you can place your order: online via our online store; by a phone call directly on BG national line: +359 (0) 700 45 445 (at the price of a local call from landline) and by email at info@vikiwat.com.

WHAT ARE THE ADVANTAGES TO SHOP ONLINE?

When shopping online, you get different benefits such as: convenience to shop at any time of the day from home or via mobile device; product reservation is automatically made when sending an online order to us if the product has the status "Available"; you do not have to wait in annoying queues or to carry heavy bags; you can benefit from special promotions and discounts; you can easily and quickly track your orders and information about them. Shopping online saves time and efforts.

WHAT INFORMATION IS NECESSARY TO PLACE A PHONE ORDER?

To order by phone, you need to provide our operators with product SKU# ; desired quantity; name and surname of recipient; exact delivery address; contact mobile phone number; Invoice data (if required) and E-mail address (if we need to send a Proforma Invoice). *Please, be noted that a free delivery within Bulgaria is not applicable for phone orders.

DO YOU HAVE A MINIMUM AMOUNT FOR ORDER?

No, there is no minimum order amount because we at VIKIWAT believe that every clustomer and each order, regardless of the value, must be accepted and serviced quickly and easily. Please note that in the case of special promotions a minimum order value must be applied in order to use a discount and there may be additional terms to benefit from preferential prices. In case of uncertainty or questions, you can contact us at BG national line: +359 (0) 700 45 445 (at the price of a local call from a landline telephone) or via our contact form.

HOW TO BE SURE THAT MY ORDER WAS SUCCESSFULLY RECEIVED?

When you complete you order in our online store, you will receive an automatic email confirmation informing you that the order has reached us successfully. This email is informative about your peace of mind. Before dispatching your parcel, our employee will contact you by phone or email to confirm your order or other details. Please note that it is important to accept this call or to answer our email in order your pracel to be dispatched from our warehouse. Otherwise, it will remain in status: "Retained" until all details are specified or "Denied" in our system. If you have any other questions, our Customer Care Team is available from Monday: Friday (09: 00-18:00) and Saturday (10: 00-13:00) at BG national line: 0700 45 445 (at a price for a local call) excluding during official holidays.

IS THERE A DIFFERENCE BETWEEN THE PICTURES AT THE ONLINE STORE AND IN REALITY?

Sometimes when shopping online, it is possible that some products will have a difference in colors for example between pictures and products in reality. Of course, our consultants will let you know if there is such a difference which can affect product's usafe. We strive to be as detailed as possible and to update our information constantly, but sometimes errors are possible. If you get a different product than the one purchased, remember that you have the right to return it to us within 14 days of receiving it if you are located in EU countres. For more information, please read our section: "Returns" on homepage.

HOW TO USE A PROMO CODE?

Promo codes that VIKIWAT offers during promotions are easy and convenient to use. Please note, that promo codes are valid for a specified period of time, product category, and so on. Promo codes can be used by retail customers for online orders. They must be filled in in the "Promo Code" field during your online order as to be correctly calculated.
IMPORTANT! Promo codes sent by email or by phone orders are not accepted!

I ADD MY PROMO CODE BUT IS NOT CALCULATED. WHAT SHOULD I DO?

Do not worry if a problem occurs when using a promo code. First, make sure that the terms of use of the promo code - (term of validity and products for which it can be used) are valid and correct. If, despite the terms of the promo code, you still can not add it to your order, we advice you to contact our Customer Service at BG national line: 0700 45 445 (at the cost of a local call) or via email at: info@vikiwat. com.

IS IT POSSIBLE TO MAKE CHANGES IN MY ORDER BEFORE DELIVERY?

Yes, of course! After your order is received in our system, you have the option to add or remove product or change quantity, but only while your parcel in still our warehouse and has not been dispatched. For this purpose, we recommend contacting VIKIWAT Customer service at BG national line: 0700 45 445 (at the price of a local call from a landline) or via email in order to make a change.

SECTION PAYMENT

HOW CAN I PAY WHEN SHOPPING IN VIKIWAT ONLINE STORE?

When you shop online with us there several different payment options. You can choose from : "Cash on Delivery", via PayPal, via Epay.bg or via bank transfer. More detailed information for payment methods can be found on the homepage section: "Payment".

HOW DOES "CASH ON DELIVERY" PAYMENT OPTION FUNCTIONS?

It is important to know that when choosing an option: "Cash on Delivery" no additional fees are charged by VIKIWAT. This payment method is only available for customers and companies located in territory of Bulgaria. When choosing "Cash on Delivery" the total amount for the products and transport cost is paid in cash to the shipping courier who is delivering your shipment upon receipt. For more information, please visit section: "Payment" on our home page.

HOW DOES "BANK TRANSFER" PAYMENT FUNCTIONS?

It is important to know that when choosing a payment option: "Bank transfer" there is no additional fees charged from VIKIWAT. When selecting "Bank transfer" payment method, we will first send you a Proforma Invoice via email as for your safety and confirmation. Once the payment is visible in our system, your pacrel will be packed and dispatched from our warehouse by shipping courier. Delivery cost may be additionally applied if they are not included in your Proforma Invoice. We will notify for exact delivery cost to your destination via email in advance. More information can be found on pur homepage in section: "Payment".

HOW DOES "PayPal" PAYMENT FUNCTIONS?

It is important to know that when choosing a payment option: "PayPal" no additional fees are charged by VIKIWAT. When choosing a "PayPal" payment method, you can pay your order directly via PayPal official system. Once the payment is visible in our system, your shipment will be packed and dispacthed from our warehouse by shipping courier. More information can be found on our homepage in section: "Payment".

CAN I HAVE A COMPANY INVOICE WHEN SHOPPING ONLINE?

Yes, of course! If you do not have a customer account in our online store, it is enough to fill all required fields in the legal entity's details during check out or to provide your company information to our operators if you are shopping by phone. We will check all information and your Invoice will be attached to your parcel.

I OFFERED WRONG INVOICE DATA, WHAT TO DO?

If you have noticed that your Invoice data is incorrect, please first verify that you have correctly entered all the information in your client profile. If everything is right with your account, you can contact us at BG national telephone number: 0700 45 445 (at the price of a local call from a landline) or write to us at info@vikiwat.com as to assist you. It is important to know that a change to an Invoice can be made only if your order was invoiced within the current month.

SECTION DELIVERY

WITH WHICH COURIER COMPANY MY PARCEL WILL ARRIVE FROM VIKIWAT' ONLINE SHOP ?

All orders placed online which cover our requirements for free of cost delivery are delivered in territory of Bulgaria with Speedy courier company to the recipient's address or courier' office. If you prefer to send your parcel with ECONT or another courier company, you can always switch your courrier but additional cost may be applied. If you can not find your required shipping company in our system, please specify this requirement in the field: "Special instructions" during check out your order or contact our operator for assistance at: 0700 45 445 (at the price of one city call from a landline). For more information on delivery options available, please check section: "DELIVERY"on our homepage.

WHAT IS DELIVERY TIME FOR ONLINE ORDERS OR ORDERS BY PHONE?

All orders received in our system until 15:00h (Monday-Friday) if available on stock are processed and dispatched on the same business day. All orders placed after 15:00h (Monday-Friday) are processed and dispatched on the next business day (if available on stock). Please, be informed that VIKIWAT online store offers products that are subject to a special order and they have a delivery period marked for each product in our online store.
Please, contact us if you do not receive a confirmation e-mail or a phone call from our consultant. In case you have not received an email from us, there may have been an error with your order.
VIKIWAT offers different delivery options - economy (up to 2 business days for Bulgaria only) and express delivery (up to 1 business day for Bulgaria only). Please note that for small cities and villages which are usually served on a schedule by SPPEDY, delivery time can be organised according to their current schedule for each area. This information is available on the Speedy website: https://www.speedy.bg/ bg / serving-schedule
For more information about delivery, please refer to section: "DELIVERY" on our homepage.

DO YOU DELIVER ORDERS ON THE WEEKENDS AND HOLIDAYS?

No, unfortunately, this is impossible as courier companies do not offer delivery service on Sundays and public holidays.

WHAT IS THE PRICE OF DELIVERY SERVICE?

Transport cost of each order depends on the weight of ordered products, the declared value of the shipment and area' location to which it will be delivered. Once you place an online order, the shipping amount is automatically calculated (with the SPEEDY and ECONT courier companies) and you can see the total amount for all items + courier service before check out.

WHO WILL PAY DELIVERY FEES?

Generally all shipping costs for online orders, orders by phone or e-mail are at the expense of the recipient.
Our Advice: Follow our promotions and hot offers at https://vikiwat.com to take advantage of free shipping shipping options.

CAN I HAVE A FREE DELIVERY?

VIKIWAT always offers various promotions to its customers when shopping online with us. However, if you are a registered user and place your order online, we will pay all transport fees for an economy delivery within Bulgaria ( 2-3 working days) with Speedy shipping company. *Please, follow us for promotions on social networks and section: News.

CAN I RECEIVE MY PARCEL TO ANY ADDRESS?

Yes, of course as long it is possible for shipping companies to reach your given location. If there are issues with your area, we will contact you for additional information.

WHAT HAPPENS IF MY ORDER CAN NOT BE DELIVERED?

If your shipment can not be delivered for any reason, it will be held by the courier company in their office for a period of 7 days. They will try to reach you up to 3 times by phone as to specify a new day and time for delivery. Keep in mind that if you do not receive / pick up your goods within 3 days, the courier company will charges you a "Storage fee", so please specify all details before postponing your shipment. If your order is not taken or asked for within 7 days of SMS notification, the courier company contacts the sender and requests permission to return the goods. If you have any further questions, do not hesitate to contact our operator on BG national line: +359 (0) 700 45 445 (for the price of a local call from a landline) or ask the courier company to discuss their conditions in such cases.

DO YOU SHIP INTERNATIONALLY?

Yes, we have many international clients and we are trying our best to offer a cheap and secure service guaranteed by one of Europe's most advanced land-based supply networks. For delivery to any country within EU (European Union), we work and deliver with Speedy and DPD Economys service (land transport). Delivery cost is automatically calculated during your order check our and according to the courier company's listed prices. Delivery with DPD Economy service takes between 6-8 business days after shipment from VIKIWAT' warehouse.
For deliveries to third countries outside the EU, it is necessary to specify additional details such as: shipping company, type of delivery option, weight of shipment and destination. We offer a delivery with DHL Express Delivery within 1 to 3 business days to any address in the world. For questions about international delivery or delivery to non-EU countries, please contact us at: info@vikiwat.com as to assist you.

SECTION PRODUCTS

HOW TO FIND OUT A PRODUCT AT VIKIWAT ONLINE SHOP?

In order to facilitate our customers, we offer several options for searching for products:
- Click on "Products" menu where we have different product' categories that point out a map where you desired product can be located.
- Use the SEARCH box at the top of our homepage and enter SKU # or product name, type, brand you are looking for, or similar information. The system will display all items or information that match your request.

WHAT TO DO IF A PRODUCT IS NOT AVAILABLE?

If the product is not available online, it can not be purchased. This is why we recommend that you contact us at: info@vikiwat.com as we can check the expected delivery date and to provide you with information. We will contact you within 48 hours with a reply or a recommendation about an alternative product that we have available at the moment.

DO YOU OFFER ALL PRODUCTS BOTH ONLINE AND OFFLINE AT PHYSICAL STORE?

Yes, most of the products we offer in our online store are also available at our store area located in Bulgaria, 4002, Plovdiv, 3 Str. Mostova. Of course, there are some items that are intended to be for online sales only or have a delivery period after purchase. Sometimes it is possible to be with out of stock items which are expexting a new delivery.

IS THERE A DIFFERENCE BETWEEN PRICES ONLINE AND THOSE IN THE PHYSICAL STORE?

In VIKIWAT"policy there is no difference between online and offline prices doe products. However, it is possible to have such a price difference if we have active hot offers or promotions exclusively for online orders.
IMPORTANT! Please, note that when shopping online you accept the prices listed in our online store and they are valid only for orders placed via the online platform. In store orders, phone or email order can not benefit from these online price promotions and hot offers.

CAN I ORDER ONLINE AND PICK-UP MY PRODUCTS FROM YOUR STORE?

Yes, of course! VIKIWAT offers this convenience with just a few clicks so you can get your entire order in our shop absolutely for free! Detailed information can be found in the section: "Order Online and Pick-up Store" on our homepage.

SECTION RETURNS AND REFUNDS

I RECEIVED A WRONG PRODUCT, WHAT TO DO?

We apologize for the inconvenience caused! If you received a different than ordered product you need to fill out our Returns form which can be found in our footer section on homepage. Please, fill all fields marked with * (star symbol) in English correctly. Once we receive your claim request in our system, our employee from Return and Refunds department will contact you via email and phone to clarify all details and assist you quickly. Additional information can be found in section: "Returns"on our homepage. If you have questions, you can always reach us call on BG national line: +359 (0) 700 45 445 (at the price of a local call from a landline) or via our contact form.

THE PRODUCT IS NOT WORKING, HOW TO PROCEED IF NEEDS TO BE REPAIRED OR REPLACED?

Do not worry if any of ordered products has an issue! Please, first check valid period of your warranty card which have been received on delivery. If warranty period is covered, you need to fill out our "Returns" form which can be found in the gray bar (footer tab) at the bottom of our homepage. It is necessary to fill in correctly all fields marked with * (star symbol) in English language. Please, make sure you are on EN version of our online platform. Once we receive your request our employee will reach you as soon as possible via email and phone as to specify all details and documentation. More information can be found in the section: "Returns" on our homepage.

DO YOU HAVE AN AUTHORIZED REPAIR SERVICES IN OTHER CITIES IN BULGARIA?

No, VIKIWAT does not have a network of authorized after-sales and repairs service in other cities in Bulgaria. All warranty products are served directly by us and our suppliers. If necessary you can contact us for assistance at BG national line: +359 (0) 700 45 445 (at the cost of a local call from a landline) or via email: info@vikiwat.com

CAN I ORDER ONLINE AND REPLACE / RETURN MY PRODUCT IN YOUR PHYSICAL STORE?

All products purchased online, via phone call or via email from VIKIWAT can be easily replaced and returned directly to our store located in Plovdiv, 3 Mostova Str. in the Return Department. In all cases, it will be necessary our system to create a wrriten record of your claim and the product subject to return/refund to be received by our employee. Once your claim has been documented, our technical specialists will verify all information and details and within 30 days you will receive an official decision and solution depending on your claim.
If your return claim is not related to a repair/damage/defect and all the necessary return requirements according online shopping laws in Republic of Bulgaria are met, we will refund the amount paid from you for the products within 14 days by a bank transfer. Money refunds are not possible in our physical store, all amoutns are refunded only via bank transfer for security reasons. More information can be found in section: "Returns" on our homepage.
Our advice: Please ,keep your payment receipt (payment document) as this is your guarantee! For all replacements and returns to VIKIWAT online and offline stores, a payment receips are required. If you do not have any documentation for your purchase, your claim may not be honored.

I DO NOT HAVE A PAYMENT DOCUMENT (INVOICE, CASH RECEIPT), BUT I WANT TO RETURN A PRODUCT. WHAT TO DO?

Unfortunately, according to Bulgarian legislation, products without a valid payment documents Iinvoice, receipt) can not be accepted, returned or refunded. Our advice is to always to keep your payment documents in order to avoid such situations.

WHERE TO SEND THE PRODUCTS WHICH I WANT TO RETURN OR REPLACE?

Product/s you wish to be returned or refunded can only be sent back to us with a shipping company Speedy as we have a contract with them. Please, always use an economicy service and provide our address information as follows: Plovdiv, 4002, 3 Mostova Str for Return departmen. Keep in mind that shipments sent by another courier companies and with "Cash on delivery" will not be accepted!
IMPORTANT! Please, be informed that replacements and returns may only be processed if you have a filled Return Form and products are accompanied by all needed documentation. Detailed information can be found in our section: "Returns" on the homepage.

WHO PAY TRANSPORT COST FOR PRODUCT' RETURNS?

There are different types of complaints and for those that are entirely by our fault (for example - we sent you a wrong product), we will bear all the costs of return transportation In all other cases, the customer will bear the cost of return transport and after checking the products and our findings, if necessary we will refund this amount by a bank trasfer. More information can be found in section: "Return" on our homepage.

HOW THE AMOUNT IS BEING REFUNDED FOR ONLINE ORDERS?

For all product' claims or orders made via email or by phone, VIKIWAT will refund the required amount to the customer within 14 days by a bank transfer for security reasons and according legal procedures for Online Trading in the Republic Bulgaria. More information can be found in section: "Returns" on our homepage.

WHEN AND HOW MY AMOUNT WILL BE REFUNDED?

If your return is not related to a repair or a product verification after usage, as well as other additional circumstances, we will refund your paid amount within 14 days after your product (s) has been delivered in Returns Department of VIKIWAT. Please, keep in mind that all orders placed online; by phone or via email can only be refunded by a bank transfer. for security reasons.

CAN I CANCEL MY ONLINE ORDER?

We are sorry to hear that you wish to cancel your order to us. But if you want to do so, you have that right, of course! Please, go to "Cancel My Order" section loccated in our footer bar and follow the instructions. If your orderhas not been dispatched from our warehouse, you can cancel it quickly and easily. If it has been already dispacthed, please contact our Customer Service at BG national line: +359 (0) 700 45 445 (at the cost of a local call from a landline) or via email and we will beack to you as soon as possible with a solution.

DO YOU HAVE ANY ADDITIONAL ISSUES OR QUESTIONS NOT LISTED IN OUR F.A.Q ?

Please email us at: info@vikiwat.com as to assist you promptly. This way you will help usto improve our section: Frequently Asked Questions.

Thank you in advance and wish you have a nice shopping time with us!

F.A.Q.