Cash on delivery and order conditions

Cash on delivery is generally available, but its availability is set to ensure stable e-shop operations and to minimize uncollected shipments. From practice, we know that unclaimed parcels significantly affect shipping quality and service availability.

• Cash on delivery is not available for orders below 500 CZK.
• For orders above 3,000 CZK, it may be limited for new customers.
• Regular customers may arrange individual conditions.

This approach helps maintain smooth order processing and reliable delivery for salons regularly working with our products, such as UV/LED gels.

Payments and correct matching

The most common issue occurs when the selected payment method differs from the actual payment made. In this case, the order remains marked as unpaid in the system.

Bank transfer instead of GoPay

If you choose GoPay but send the payment directly to the DENATO bank account, it will not be automatically matched. GoPay uses a separate account.

Just contact us – we will adjust the payment method and there is no need to create a new order.

Payment sent to GoPay account outside the gateway

If you send payment directly to the GoPay account without completing the process:

• The payment usually remains unassigned for 3–7 days
• It is then automatically returned

In these situations, we recommend contacting our support as soon as possible. We usually resolve these cases quickly and suggest the fastest way to complete the order.

Order edits and combining shipments

We often handle requests to adjust orders before shipping. If the order is not finalized through the payment gateway, most changes can be made quickly. Missing items in the order There is no need to cancel the order. If it has not been paid yet, we can add or remove items between 7:00 and 10:00. If the order is already paid via GoPay, changes are not possible. In this case, we recommend creating a new order and requesting to combine them. I have two orders – can they be combined? Yes, orders from the same day can be combined if they have not yet been handed over to the carrier. We optimize shipping We adjust shipping costs We contact you if needed

Uncollected shipments and re-shipping

Packages usually remain at the pickup point for 48 hours. If not collected, they are returned to our warehouse.

For re-shipping, new shipping costs must be paid. As soon as you notice the issue, please contact us.

In practice, delays can affect salon operations, especially when the order contains key equipment such as a nail drill or essential gel polishes.

VIP program and professional benefits

If you received an invitation to the VIP program, it means you are part of our professional customers with long-term benefits. This system is designed for stable and regular salon purchases.

• Permanent discount on the full range
• Automatically adjusted pricing without codes
• Possibility to use the DENATO logo under agreement

VIP benefits apply to the entire range, including products such as gel polishes, IBX system and natural nail care.

Why subscribe to the newsletter

The newsletter is for customers who want to stay informed and access additional benefits.

• Extra discounts for subscribers
• Information about new products
• Bonus coupons
• Regular benefits for registered customers

DENATO brand ambassador

A brand ambassador is a professional who regularly works with our products and achieves consistent results in real salon practice.

• Regular use of DENATO products
• Presentation of real results
• Participation in professional communication
• Cooperation based on agreement

Cooperation with influencers

We prefer collaboration with professionals who genuinely use DENATO products. Our priority is real experience, long-term quality and trust.

Cooperation must come from real practice – not just presentation.

Frequently asked questions (FAQ)

Usually due to a mismatch between selected and actual payment method. Contact us and we will match it manually.

For GoPay payments, this is not possible. Please create a new order and request combination.

Yes, if they have not been shipped yet. Shipping costs will be adjusted.

Yes, especially with regular purchases. It provides stable pricing and long-term savings.

Once the parcel is returned, contact us and we will arrange re-shipping.

Article author

This article was prepared by the DENATO expert team based on professional salon experience.

Operational information

The information is based on the current operation of the DENATO e-shop and the most common customer situations we handle.