Complete purchase info

BASIC INFORMATION FOR PURCHASING MOSER CRYSTAL ONLINE 

In our online store operated on the website www.moser.cz and www.moser.com you can purchase selected products Moser crystal. We are gradually supplementing and expanding our online offer, so you can look forward to new crystal objects every week.

The products are displayed directly in the main menu on the homepage in the Drinking Collections, Decorations and then by selecting individual categories in each section. You can also search for a specific product directly by entering the product name, author or product number in the web header (magnifier - search tool).

The list of products shows their photos, name, price, or size and other parameters. After selecting a specific product and a subsequent click on Variants, you will see the stock availability, detailed information about the selected product, all attributes (height, width, volume, etc.) and the product can be added to the cart. Purchase status can be checked at any time by moving the mouse over the cart icon at the top of the site. If you have already completed the selection, go to the order form, fill in everything you need and you can look forward to your crystal order.

If at any time during the purchase you are unsure of the choice or need advice, please contact our customer service, we are here for you every working day from 8:30 to 17:00 (E: moser@moser.com, T: +420 730 550 520). Complete business terms and conditions can be found here.

DELIVERY INFORMATION

We deliver orders to most countries worldwide. Their detailed list is available here. We do not deliver to China, Taiwan, Hong Kong and Macao, as these are countries, where we have exclusive business partners. If we do not send goods to the country of your choice, please contact our customer service via e-mail moser@moser.com, we will be happy to resolve your wishes individually. Or contact one of our business partners whose details are available in the Contacts section here.

Due to the nature of our products, it is extremely important that the transport goes well, and that Moser crystal arrives in perfect condition. That's why online orders are delivered to you by DHL Express, which we have excellent long-term experience with. At the moment we plan to expand the offer of transport by other companies and at the same time we will enable personal collection of orders in our sales galleries in the Czech Republic.

When taking the goods from the carrier, please check the integrity of the individual packaging and in case of any defects, please notify the carrier immediately. If the consignment has a damaged packaging indicating unauthorized entry into the consignment or unprofessional handling of the consignment during transport, the buyer is not obliged to take over the consignment from the carrier and should immediately complain about the damaged packaging. Subsequent claims for damage to the goods during transport may no longer be taken into account.

SHIPPING COSTS 

Within the Czech Republic, the price of transport is 190 CZK (resp. 7,50 EUR) when ordering up to 4 999 CZK incl. VAT. When ordering goods worth 5 000 CZK incl. VAT (resp. 200 EUR) and more, the shipping is FREE. 

Shipping costs to other countries are listed here. In the first part of the document, there are listed all the countries we deliver to. Each country has a zone number assigned. In the second part of the document, there are prices of transport for each zone. The price of transport is also based on the order value, which is listed in the middle column.

DELIVERY TIME

If you order goods that we have in stock, we will dispatch the shipment within 1-3 working days from the date of ordering. If the selected product is available only at one of our sales galleries in the Czech Republic, the standard shipping time may be slightly extended by the time required for pick-up and transportation to our central warehouse in Karlovy Vary. In this case, we ship the goods no later than 4-5 working days from the date of receipt of the order and our customer service employee will notify you of this fact immediately upon receipt of the order.

If the product you selected is not currently in stock and its availability is "On order" or "On request", please contact our customer service, ideally directly by asking for the product. We will reply to you immediately and inform you of the approximate availability of a specific product. Due to the specifics of exclusively hand-made Moser crystal, the delivery time for individual products varies considerably and may also vary depending on the current capacity of the glassworks and individual workshops. Please be patient - we do not produce, we create. Each product passes through the hands of several dozen glassmakers, and it takes some time…

PAYMENT

The price of the goods and the costs associated with the packaging and delivery of the goods to the address of your choice in the agreed amount, specified in the order, can be paid:

• cashless via the GPWebPay payment gateway for the acceptance of payment cards;
• by transfer to a bank account.

In the case of a bank transfer to the bank account, the purchase price is payable within 7 days of receiving the order, resp. conclusion of a purchase contract. After completing the order, we will send you an email confirming the order, booking the selected goods and all the necessary payment details for bank transfer. After crediting the payment to our bank account, usually within 1-3 working days, we immediately prepare the goods for dispatch and send them to the destination.

The price of the goods is stated both, excluding and including VAT, for buyers from the Czech Republic in CZK, for buyers from abroad in EUR or USD.  To convert the price of products in individual currencies, we chose a fixed exchange rate set for 1 January of the relevant calendar year.

RETURNING OF GOODS AND WITHDRAWAL FROM THE CONTRACT

Within 14 days from the day following the date of delivery of the goods you have the right to withdraw from the contract without giving any reason and to return goods purchased online. Please note that this right can only be exercised if you are a consumer in accordance with Section 1829 of the Civil Code. 

For the purposes of exercising the right to withdraw from the contract, you must inform the seller of your withdrawal from this contract, ie MOSER, a.s., with its registered office at Kpt. Jaroše 46/19, 360 06 Karlovy Vary, for example by letter through the postal service provider or by e-mail to the email address: eshop@moser.com. To meet the deadline, it is sufficient to send a withdrawal from the contract before the expiration of 14 days (see above). A sample form can be used to withdraw from the contract, but not necessary.

Please follow the recommended procedure for a successful and trouble-free return of goods:

• Contact us with a request to withdraw from the purchase contract stating the date of your order and the date of receipt of the goods.
• Send the goods by registered mail and insured to our billing address (mentioned above). We are not liable for loss or damage of the shipment during transport back. The goods must be complete (including all documents and accessories), unused, undamaged, and packed so that their original packaging is not damaged during transport. Do not send returned goods cash on delivery (such goods will not be accepted)
• The money will be returned to you in the same form as the payment was made (to the bank account, via the payment gateway to the payment card, etc.), or according to the agreement between the seller and the buyer.
• We will return the money to the buyer after taking back the goods and checking them, but no later than within 7 working days of receiving the goods.

Complete business terms and conditions with a detailed description of how to withdraw from the contract can be found here.