FAQ

It may be possible to change the product, number of copies, address, recipient details, or delivery method before order fulfillment begins.

Please email office@kraemerpublishing.com as soon as possible with your order number and a detailed description of the requested change.

We cannot guarantee that changes can be made if the order has already been prepared, packed, or handed over to the carrier.

Orders can be cancelled before they are shipped. To do this, write to office@kraemerpublishing.com and provide your order number.

If the shipment has already been handed over to the carrier, cancellation may not be possible. This does not limit the consumer's right to withdraw from the contract. A statement of withdrawal can also be submitted before receiving the shipment.

We can attempt to combine orders if neither has yet been prepared for shipping.

Please send us both order numbers. However, we cannot guarantee the ability to combine them or refund one of the shipping costs if processing has already begun.

This may be possible before the shipment is prepared. Contact us as soon as possible.

If it is no longer possible to add the product, a separate order will need to be placed.

Changing the InPost locker may only be possible before the label is generated and the parcel is handed over to the carrier.

In the message, please provide:

• order number,
• code of the originally selected InPost locker,
• code of the new InPost locker.

Once the parcel has been dispatched, it may not be possible to change the collection point.

Currently available payment methods are displayed during checkout. These may include, but are not limited to, instant online payments, BLIK, payment cards, traditional bank transfer, installment payments, and other methods offered by the payment operator.

Yes, if this option is available during the order placement process.

You will receive bank transfer details and the payment deadline in the order confirmation. Order processing will begin after the payment has been credited.

For selected orders, payment in euros by traditional bank transfer is possible.

Before making the transfer, please contact us at office@kraemerpublishing.com. We will provide you with the correct account details, amount, and payment instructions.

Installment payments may be available for selected orders if the option appears during checkout.

Financing terms, number of installments, and the decision to grant financing depend on an external payment operator.

Yes. We issue invoices to private individuals, companies, schools, libraries, military units and public institutions.

Invoice details should be provided when placing an order. Please check them carefully, as the ability to change data later may be limited by tax regulations.

The invoice is sent electronically to the email address provided in the order.

The discount code must be entered before confirming and paying for the order.

After finalising the purchase, the code cannot, as a rule, be applied retrospectively or exchanged for a partial refund.

Unless the terms and conditions of a specific promotion state otherwise, only one discount code can be used per order.

Discount codes cannot be combined with other promotions unless explicitly stated otherwise.

Products available in stock are usually shipped within 24 business hours of receiving or crediting payment.

During product launches, promotions, pre-sales, and before holidays, order fulfillment times may be longer.

Delivery usually takes 1 to 2 business days from the moment of dispatch.

This is an estimated timeframe and depends on the carrier.

Yes. We ship orders to countries available for selection when placing an order.

The delivery cost will be displayed after you specify the recipient's country and address.

Once your order has been dispatched, you will receive a message with a tracking number or a link to track your parcel if the carrier provides such a feature.

The status may be updated with a delay.

If the estimated delivery time has been significantly exceeded or the shipment status has not changed for several days, please write to office@kraemerpublishing.com.

We will contact the carrier and initiate an investigation.

An undelivered parcel may be returned to our warehouse. We will contact you to determine further action.

Reshipping requires agreement on the method and cost of delivery. If the parcel was returned for reasons for which you are responsible, we may charge the actual, documented cost of return shipping—up to PLN 15. A deduction from the refund requires your explicit consent. This does not apply to errors by the store or the carrier. Details can be found in the store's terms and conditions and shipping policy. Failure to collect the parcel itself is not a statement of withdrawal from the contract.

The estimated shipping start date can be found on the specific product page.

The entire order can be shipped once all products have been gathered, according to the latest shipping date.

To receive available products sooner, please place them as a separate order.

If there is a significant delay, we will notify you by email.

You can wait for the product or cancel the order for the delayed product and receive a refund.

The consumer has 14 days from receiving the order to submit a declaration of withdrawal from the contract.

After notifying withdrawal, the product must be returned within the next 14 days.

Write to office@kraemerpublishing.com and provide:

• your full name,
• order number,
• the name of the product you are returning,
• information about your withdrawal from the contract.

Krämer Publishing
Krämer Language Academy S.C.
ul. Lubelska 60
05-077 Zakręt near Warsaw
Poland

Do not send returns to a parcel locker or pick-up point without prior arrangement. We do not accept cash-on-delivery shipments.

The direct cost of returning the product in the event of withdrawal from the contract shall be borne by the customer.

If the return is due to a justified complaint, the costs associated with collecting or returning the product shall be borne by the seller.

You may examine the book to the extent necessary to verify its nature, appearance, characteristics, and content.

If the book has been written on, spilled on, dirtied, damaged, or shows clear signs of wear, the refunded amount may be reduced accordingly due to loss of value.

We will refund your payment no later than 14 days from receiving your declaration of withdrawal.

We may withhold the refund until we have received the product or you have provided proof of its dispatch, whichever occurs first.

Email office@kraemerpublishing.com and include your order number, product name, and a description of the problem.

If possible, attach photos of the product and packaging. Photos may expedite the complaint resolution, but they are not mandatory.

Keep the packaging and take photos of:

• the outer packaging,
• the shipping label,
• internal protective packaging,
• the damaged product,
• visible damage to the package.

The lack of a damage report made upon collection does not automatically deprive you of the right to make a complaint.

Please send us your order number and, if possible, a photo of the contents of the package you received.

Once the error is confirmed, we will send the correct or missing product at our expense.

No. Purchase can also be confirmed with an order number, payment confirmation, invoice or email.

We respond to consumer complaints within 14 days of receipt.

Unless otherwise stated in the product description, Krämer Publishing publications are sold in print form.

The purchase of a printed book does not automatically include a PDF file or the full electronic version of the publication.

Selected publications contain QR codes linking to audio recordings or additional materials.

Detailed information can be found in the description of each specific book.

If the book description indicates that it contains recordings available via QR code, access is included in the publication price, unless expressly stated otherwise.

The materials are intended for the personal use of the book owner.

They may not be copied, sold, published, or distributed without the copyright holder's permission.

First:

• check your Internet connection,
• scan the code in good lighting,
• try using a different device,
• check if your browser is blocking the page.

If the problem persists, please write to office@kraemerpublishing.com. Provide the book title, page number, a description of the problem, and, if possible, your order number.

Yes. We fulfill orders for companies, language schools, teachers, libraries, bookstores, distributors, military units, uniformed services, and public institutions.

For an individual quote, please write to office@kraemerpublishing.com.