Hot line: +420 773 379 767
(Mon-Fri, 8:00-16:00)

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Michal Ngo
Technical Support
+420 773 379 767


David Hanusek

Slevový systém

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Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions (F.A.Q.)

General information about purchasing

Is it possible to return or exchange goods if I am not satisfied with it ?

Yes, of course. If you are not satisfied with your order for any reason , you can return it within 14 of receipt of your order, you may return any item in new condition along with its original packaging and any accessories . Just send all the goods to the address: BULLET PROJECT s.r.o., Hornická 1268/3, Hlučín 74801. Please be sure to also specify whether you want to exchange goods or refund. More information of exchanges and returns here.

Is it possible to get your goods to try on some of the plants?

Yes, it is possible. You can try all goods at our stone shop in Hlučín, Czech Republic.

Orders, payments, exchange, complaints

I have ordered goods in your e-shop but I did not get any information that you have received the order and when I should expect the delivery time.

After completing your order, we always send a confirmation e-mail of accepting. Therefore it is possible that the order failed to finish, or your e-mail dropped it into a folder for spam. If you are still not sure if your order is OK, please contact our customer service center at +420 591 140 535, eventually on e-mail to

I have entered a bank transfer payment in my order but I did not receive the payment information.

If you are not sure that you have done your order in a right way, please contact our customer service center at +420 591 140 535, eventually on e-mail to We will send you an invoice with all the payment information immediately .

I missed takeing-over of my order and parcle logistic company (PPL) sent it back to you. I am still interested with my order, what should I do?

As soon as goods come back to us, our staff will contact you. Then, you will be able to re-arrange sending. Alternatively, please contact us on +420 591 140 535, eventually on e-mail

I have sent a goods for claim, but so far I have no information about its execution.

We are trying to resolve your requirements as quickly as possible. If you have any doubts if your order arrived all right, please call the telephone number +420 591 140 535, eventually write on e-mail to Everything about the complaint process can be found here.

I have sent goods to exchange for another piece and it has been more than 2 weeks and my goods did not come yet.

Your requested goods is probably out of stock. You can check its availability on our website. If we do not have your required goods in stock, we are waiting for it. To avoid waiting call on +420 591 140 535, eventually write e-mail to before sending the goods for exchange. Everything about the exchange process of goods can be found here.


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