FAQs

Within the Czech Republic, we offer delivery via:

• Zásilkovna (delivery to a pickup point)
• PPL (delivery to a pickup point + delivery to an address)
• GLS (delivery to an address)

To Slovakia, we ship via:

• Packeta (delivery to a pickup point)
• GLS (delivery to an address)

Shipping is completely free for all orders over 1,490 CZK (€60)!

For smaller orders, delivery costs:

• To a pickup point (Zásilkovna / PPL) - 69 CZK
• To an address (PPL / GLS) - 89 CZK

For orders shipped to Slovakia, delivery costs:

• To a pickup point (Packeta) - €3.49
• To an address (GLS) - €4.49

All orders received by 6:00 PM are shipped the same day. Orders placed after 7:00 PM are shipped the following day.

The average delivery time is 1-2 business days.

Currently, you can pay for your order via:

• Credit or debit card
• Apple Pay, Google Pay, or Shop Pay
• Bank transfer / QR code
• 3 interest-free installments via the Klarna payment gateway

Complex Points are loyalty points you earn for every purchase in our e-shop, as well as a bonus for registering or on your birthday. These points are automatically added to your account, and you can redeem them at any time for discounts, free shipping, gear, and other products.

You can find more information about our loyalty program at this link.

With a bank transfer, payment is due immediately. The payment details for the bank transfer will be shown right after you complete your order.

The QR code will be sent to your email together with the invoice.

Bank details:
Account number (ČS): 6686616359 / 0800
Variable symbol: the 5-digit order number after the “COMPLEX” prefix
Recipient: Complex
IBAN: CZ38 0800 0000 0066 8661 6359

For pickup-point orders, carriers usually allow 2 calendar days for collection (including weekends and holidays); after that, the parcel is returned to our warehouse.

If you don’t manage to pick up the parcel in time, it will be returned to us, and once it arrives back at our warehouse, we will automatically refund your payment. Unfortunately, due to how our system is set up, we can’t resend it.

For the fastest resolution, we recommend placing a new order so you can get your products back as soon as possible.

If your parcel arrived damaged, please contact us at: info@officialcomplex.com

In your email, include (1) your order number (e.g., “COMPLEX12345”) and (2) the photos listed below, which the shipping company requires for a successful claim:

1. Overall photo of the shipping package
2. Close-up of the damaged area on the shipping package
3. Close-up of the address label on the shipping package
4. Photo of the inside of the parcel (including padding/fill)
5. Photo of the damaged contents

Our team will provide you with all further information and guide you through the claims process.

We ship all orders from our logistics center in Prague.

You can enter the discount code in the field labeled “Discount code” in the cart or in the final step before completing your order.

We automatically send the invoice to the email address you provided immediately after you place your order.

If you can’t find the invoice, please check your “Spam” and “Promotions” folders, or let us know.

Because we try to ship all orders as quickly as possible, please let us know about any changes within 20 minutes of placing your order by emailing info@officialcomplex.com.

In that case, please include your order number (e.g., “COMPLEX12345”).

If your order is already being processed, it can’t be changed.

You can find all instructions in the footer of the page under “Returns.”

Definitely! If we have something to offer each other, we’d love to hear it. Briefly describe it in an email to: info@officialcomplex.com.

In that case, please contact us at info@officialcomplex.com. We’ll handle your question or request within 24 hours.