TERMS OF SERVICE FOR INTERNATIONAL CUSTOMERS

Please remember that by submitting an order, you accept the following terms:

General terms

The export services of our company are available for Customers based in the European Union (except Poland), paying in Euro currency.  We also offer a limited service for non-EU customers (please see the "Non-EU Customers" section below for details). If your company is based in Poland, please consult the Polish version of our website or contact our staff.

Prices and offers
 

All inquiries should be submitted in written form to office@promotionalsweets.pl. Please always include the following information in your inquiry: names and/or item numbers of the products you are interested in, quantity,  number of colours that you plan to you use. For some products (e.g. custom-made chocolates) a preliminary artwork may also be needed to prepare an offer. All offers are prepared and sent in written form.  The offers are valid for 14 days - after this period, please contact our staff  again to make sure all the information are still valid. PSI Members and other international resellers may also receive an access link to our export price list - please contact our staff for details. Unless stated otherwise, all offers are in Euro currency.

In most cases, our offers consist of three major elements: unit price, set up cost and transport price (if applicable).

Samples

Samples of our products are available free of charge, provided the product concerned is available in our samples stock. If the products is temporarily unavailable, we will send you samples of a similar product and/or high resolution pictures of the product itself. Samples are sent as priority postal parcels, carried by the Polish Post and the national postal company in your country. They can also be sent a messenger parcel with a company of your choice, but in such case they are transported at your expense.

Orders

Orders are accepted only in written form, as fax or e-mail. Each order should include:
- name and/or item numbers of the products ordered
- quantity
- preferred delivery date / shipment date
- your company's full name and adress for the invoice
- delivery adress (including: company name, full adress with postcode, phone, contact person)
- valid VAT number

Every order is confirmed by e-mail by our Export Manager or an authorised staff member. If you don't receive such a confirmation within 2 working days, please contact us immediately.

Artwork

Artwork for the order needs to be sent together with order or shortly afterwards. If you would like to prepare a preliminary design of the product on your own, artwork templates for all products all available from our staff.  You can also just send us materials such as logo, texts etc. and leave the rest to our designers. We accept artwork via e-mail, on FTP servers (please provide a link and, if applicable, login and password) and on physical drives (CD, DVD, USB drives, memory cards) sent by post or messenger.  The artwork should be sent in one of the following file formats: AI, EPS, PDF, CDR. You can also send us TIFF or JPEG files, but if that's the case, make sure they are at least 300 dpi. Please convert all texts to curves before sending in order to avoid problems with fonts. Please define all colours in Pantone Matching Scale numbers or as CMYK settings in the files.

After our designers finish their work, the artwork is sent to you for your final approval. Please feel free to send any comments or requests for changes that you may have. However, please note no changes can be made to the arwork after you have submitted your final approval. The artwork of the delivered product cannot be subject to complaint, as long as there no differences between the delivered version and the approved version.

 Payment and documents

Invoice for each is sent shortly after the order confirmation as a PDF file. It includes all the details of our bank account. The invoices are bilingual: in Polish and English. We require 100% pre-payment for all export orders. The payment should be registered at our account not later than on the shipment date. As it takes a few days to register international money transfers, you can make this process faster by sending us a payment confirmation, for example generated from your bank's on-line system. The amount and currency of the payment should be exactly as on the invoice.

Printed and signed invoice is sent to you together with the stock or shortly afterwards, as a separate postal parcel. It also includes other delivery documents, as required by the Polish tax law. Some of the copies need to be signed and sent back to us, either by post or an e-mail with scan. You will find a detailed instruction for this attached to the documents.

Collection and delivery
 

All products can be collected by the Customer of a transport company hired by him/her from our headquarters in Milanowek, Poland (postcode: 05822). When ordering the collection at a transport company, please let us know about all the details (date of collection, company name etc.) as early as possible.

We also offer transport services provided by our transport partners: DPD (Geopost) Group for parcels and Raben Group for pallettes. The service covers all the European Union Member States (except Malta and Cyprus) and you can choose any delivery adress within this area. Please note detailed delivery adress has to be included in every order. The transport cost depends on products, quantity and destination. It is included in every offer that we prepare for you. Please note that delivery to some adresses (very remote places, e.g. small islands etc.) may be charged extra. If you think your delivery adress may fall into this category, please send us the postcode and we will verify that.  Please note that all estimated transport times mentioned in our offers are given in working days. The shipment day is always counted as day 0, so day 1 is the first working day after shipment. 

A shipment confirmation is always sent to you the following working day after shipment. It includes the parcel number and link(s) to the tracking website, as well as contact details of the local office of our transport company in your area. In case of any delays or other problems with delivery, it's always best to contact this office first, quoting the parcel number.

All our parcels and pallettes are insured. However, all damage has to be reported on spot to the delivering driver. That's why please always remember to examine all the parcels/pallettes very carefully on delivery, before the driver leaves. This should include a general inspection of the parcels/palletes, as well as detailed check of randomly chosen pieces of the products, from as many boxes as possible. If you see any damage, request immediately a damage protocol to be written down by the driver. Every driver should always have a standard protocol form with him. Please note no complaints about the damaged products will be accepted unless a copy or scan of the damage protocol is provided to us.

Complaints

All complaints about our products and/or service should be sent in written form, by e-mail, fax or letter. If possible and aplicable, please include documents (e.g. damage protocol from the transport company) and/or photos (e.g. of the damaged products) to help us understand the problem better. We'll do our best to solve the problem as soon as possible. If we confirm there was any mistake or fault on our side, you will be offered one of the following ways of compensation: partial or full refund, repeat ed production of the order, free or discounted production of another order with the same value. Please note that return of the products may be required before the compensation. We will not pay any compensation higher than the value of the order concerned.

 Non EU-Customers

All the above terms apply also to the Customers from outside the European Union, with the following exceptions:

a) We don't offer any transport service to the non-EU countries. This means all orders need to be collected by you or your forwarder from our headquarters in Milanowek, Poland.

b) We don't provide any custom clearence services, neither at the Polish side nor in your country. We are a registered exporter with the Polish Customs Service and we'll be happy to provide all our details to your forwarder. However, all other documents need to be obtained by your forwarder or yourself. The same applies to any certificates etc. which the products may need before entering your country. If we are charged with any custom charges, duties etc., all such charges will be immediately reinvoiced to you.

c) You or your forwarder need to provide us with a copy of the SAD document (confirmation that the stock has left the EU customs area) as soon as it is issued.  If we don't receive such a copy, the Polish VAT tax will have to be added to your invoice.