ORDER PROCESSING
After you complete and confirm your order, you will receive an email at the address you provided during registration. This email is a confirmation that your order has been successfully placed and sent for processing.
If you do not receive such an email, please contact us at info@emotionsfactory.bg or by phone +359883969999. After we prepare and dispatch your order, you will receive a second email, informing you of the change in its status to "dispatched" and providing a tracking number.
In case of inaccuracies in the order information or additional questions, our colleague will contact you at the phone number provided when placing the order.
Please note that the order will not be dispatched if the delivery details are incorrect or incomplete and we cannot contact you to clarify the issue within the business day.
Orders are processed from Monday to Friday. Orders are not processed on weekends or national holidays. We strive to process, pack, and hand over your order to the courier company within 1 to 3 business days.
NATIONAL DELIVERIES
Orders placed by 3:00 PM on a working day (Monday – Friday) are delivered on the next working day.
Orders placed after 3:00 PM are dispatched on the next working day. Goods are delivered to an address specified by the User within the territory of the Republic of Bulgaria via courier companies EKONT EXPRESS, SPEEDY or BOX NOW.
Depending on the delivery method you specify, you can receive your shipment in the following ways:
DELIVERY TO AN EKONT EXPRESS AND SPEEDY OFFICE
If you have chosen delivery to an Econt or SPEEDY office, your order will be sent to the chosen courier office, which you must visit to receive your shipment (orders placed by 3:00 PM on Friday can be collected from the courier office including on Saturday until 1:00 PM).
DELIVERY TO ADDRESS
If you have chosen door-to-door delivery, your order will be delivered to the address you specified within the delivery day. The exact delivery time is determined according to the courier's individual schedule. When at the address, the courier will contact you at the phone number provided with the order.
Adding a priority (exact) delivery time is possible, but it increases the final delivery price by 3 BGN. If you wish to request a priority delivery time, please specify this when placing the order, in the "Additional Information" field upon completion of the order.
Goods are handed over against a signature from the consumer or at the address specified when creating the order. If the goods cannot be handed over during the first visit to the address and person specified by the User, and not due to the fault of the Supplier and/or the courier (if no one is at the address, etc.), the supplier will attempt to contact the consumer at the phone number provided by the latter within 2 (two) business days to arrange a new delivery time.
IMPORTANT: All shipments from our online store are sent to the customer with an option to preview before payment. The customer is obliged to open the shipment and check if its integrity is preserved in the PRESENCE of the courier. If the product is damaged or its quality is compromised, the customer is obliged to declare it to the courier at the time of delivery. Otherwise, the value of the shipment and delivery remain at the customer's expense! The online store https://emotionsfactory.bg is not responsible for damaged shipments that were not declared in the presence of a courier.
SHIPMENT TRACKING
Immediately after your shipment is sent with a courier, you will receive an email with your shipment tracking number. If you do not receive such an email, please contact us so we can send you a new email with your shipment tracking number. We kindly ask you to track the status of your shipment with the courier who will deliver it. In case of additional questions or complications, please contact us at info@emotionsfactory.bg and we will gladly assist you!
UNDELIVERED SHIPMENTS
If for any reason your shipment is not delivered by the courier, it will be considered abandoned. If this shipment is returned to us, we will contact you using the details you provided so that we can resend the shipment.
In case we are unable to contact you using the contact details you provided, we will refund the amount paid for the products (from this amount we will deduct the courier fee and all additional charges incurred in connection with the return of the shipment to us).
If we receive a new delivery address for the shipment, we will send the shipment after confirming an additional payment for the extra courier costs. If the shipment is not returned to us, you will be responsible for all costs associated with the abandoned shipment, including the cost of the products.
