FAQ

We are dedicated to supporting your journey to optimal health and wellbeing by making your shopping experience smooth and enjoyable. This FAQ section addresses common questions about our products, shipping, returns, and more. Whether you're new or a returning customer, we aim to provide clear and comprehensive information to help you make informed decisions. If you have additional questions, feel free to contact us or follow us on Instagram.

MOST FREQUENTLY ASKED QUESTIONS ABOUT

Products & Order

1 - How do I determine the right product for my health and wellness needs?

We provide comprehensive product information for each item on our website, including detailed descriptions of the natural ingredients, their benefits, and the best uses for each product. It’s important to understand your personal health needs and goals when selecting a product.

Compare your health objectives with the benefits outlined in the product descriptions to ensure you are making the best choice for your wellness journey. If you need further assistance, you can reach out for personalized guidance.

2 - Can I make changes to my order after it has been placed?

Our ability to accommodate changes to an order after it has been placed can vary. If you need to make changes, such as adjusting the product type or quantity, we recommend contacting our customer service team as soon as possible. We will assist you in determining whether changes can be made and guide you through the process accordingly. Your satisfaction is important to us, and we will do our best to accommodate your needs.

3 - What should I do if I receive a defective or incorrect item?

In the event that you receive a defective or incorrect item from us, please contact our customer support immediately. Provide us with the necessary details, including your order number, a description of the issue, and any supporting photos if applicable. We will assist you in resolving the problem, whether it involves providing a replacement, issuing a refund, or taking other appropriate measures to ensure your satisfaction. Your happiness and trust in our products are our top priorities, and we are committed to making things right.

4- Can I cancel my order after it has been placed?

Yes, we may allow order cancellations. If you wish to cancel your order, please contact us as soon as possible at info@longevity-by-pavlinanemcova.com. We will do our best to accommodate your request. However, please note that if the order has already been processed and shipped, it may not be possible to cancel it. It’s important to reach out to us promptly to increase the chances of successfully canceling your order. Your understanding and swift action are greatly appreciated.

MOST FREQUENTLY ASKED QUESTIONS ABOUT

Return & Refund

1 - What is the refund policy for purchases made at Longevity by Pavlína Němcová®?

We allow you to request a return within 30 days of receiving your item. Read more in our refund policy.

2 - How long do I have to request a return?

You have a 30 days window from the date of receiving your item to request a return. To initiate the return process, please contact our customer support team with your order number and the reason for the return. We are here to assist you with any questions and provide instructions to ensure a smooth return experience.

3 - What are the conditions for eligibility for a return?

To be eligible for a return, your item must be in the same condition as when you received it. For our wellness products, such as pills, this means that the packaging must be unopened and intact. Additionally, you will need to provide the receipt or proof of purchase. Ensuring these conditions are met will help us process your return smoothly and efficiently.

4 - How can I initiate a return?

To initiate a return, please contact us at info@longevity-by-pavlinanemcova.com. Our customer service team will guide you through the return process, providing you with all the necessary instructions to ensure a smooth and efficient experience. Please have your order number and the reason for the return ready when you contact us.

5 - What happens if I send back an item without requesting a return first?

If you send back an item without first requesting a return, it will not be accepted. Therefore, please ensure you contact us before sending the package back. This step is crucial to the return process, allowing us to provide you with the necessary instructions and proper documentation to ensure your return is processed smoothly. Your cooperation is greatly appreciated.

6 - What should I do if I receive a defective, damaged, or wrong item?

If you receive a defective, damaged, or incorrect item, please inspect your order upon reception and contact us immediately. Provide us with the necessary details, including your order number, a description of the issue, and any supporting photos if applicable. 


We will evaluate the issue and take appropriate steps to make it right, whether that involves providing a replacement, issuing a refund, or another suitable resolution. Your satisfaction and trust in our products are our top priorities.

7 - Are there any items that cannot be returned?

Certain items cannot be returned. This includes any wellness products that have been opened or used. For our range of pills and other supplements, they must remain in their original, sealed packaging to be eligible for return. Additionally, any personalized or custom products are also non-returnable. If you have any concerns about the return eligibility of a specific item, please get in touch with us. Your understanding ensures that we maintain the highest standards of quality and hygiene for all our customers.

8 - What condition should the returned item(s) be in?

All returned items must be in their original selling condition. This means they should be new, unopened, and unused.

9  - Who is responsible for covering the shipping costs when returning an item?

The customer is generally responsible for paying the shipping costs when returning an item, except in cases where the item is defective, damaged, or incorrect. In such instances, we will bear the expense of return shipping. Please note that when a refund is issued, the shipping costs incurred during the initial purchase or the return process may be deducted from the total amount refunded to you. For specific details about our return policy and any potential deductions, please review our guidelines or contact our customer service team.

10 - How long does it take to receive a refund?

Once your refund is approved, it will be automatically processed to your original payment method within 10 business days. Please be aware that the time it takes for your bank or credit card company to process and reflect the refund in your account may vary depending on their procedures. Thank you for your patience and understanding during this process.

11. What address should I return my package?

All returns should be mail to: Pariska 7110 00 Prague 1 CZECH REPUBLIC don't forget that you must contact us before returning your package.

MOST FREQUENTLY ASKED QUESTIONS ABOUT

Shipping & Delivery

1 - How to track shipment?

To shipment your order, always use the link we provide when we dispatch your order

2 - Estimated Delivery Time for Shipments?

The estimated delivery time for shipments may vary based on the destination, service type, and any unforeseen circumstances. Usually for:

Standard shipping : For orders to be delivered within the Czech Republic, the expected delivery time is 1-3 days* from the date of dispatch.

International Shipping : For orders to be delivered within Europe, the UK and Switzerland, the estimated delivery time is between 3-10 days* from the date of dispatch.

*For an accurate estimate of the delivery time for your particular shipment, we recommend that you consult the tracking information provided.

3 - Handling Delayed Shipments?

If your shipment is delayed, start by checking the provided tracking information. Delays can be caused by factors like weather conditions, customs clearance, or logistical issues. If the delay continues or you need additional assistance, we suggest contacting us for further support and updates on your shipment.

4- Can I cancel my order after it has been placed?

If you have not received your order within the expected delivery timeframe, please contact us at info@longevity-by-pavlinanemcova.com to notify us of the issue. We will investigate the matter and work towards resolving it.