FAQ frequently asked questions

Fully secure shopping at Dino is guaranteed by our 30 years of experience and reputation, and our experts always try to give you professional advice on the best product for each customer. However, we are aware that online sales is a new form of commerce and for this reason many questions arise. For your knowledge and convenience, we present answers to the most common questions asked by customers.

Why buy from us

Warranty & Complaints

Returns

Delivery and security of goods

Personal data protection

Payment

Delivery locations

Ordering

Finding goods - expert advice

Where is your showroom with strollers, car seats and baby furniture located?

Our shop is located at Ks. Piotra Skargi 12 street in Łódź (next to Górniak).

What hours does your showroom operate?

Mon - Fri  9.00 - 17.00
Sat          10.00 - 14.00

How long have you been in the baby pram furniture car seats business?

Dino has been in baby business since 1991, so it has been much more than 30 years.

What are your advantages over the other shops?

Thanks to the simple order without a password option you you have an extra 3% discount and do not have to log in and remember the password. Link here.

Free delivery in Poland. Not valid for furniture and pallet shipping.

Free delivery for orders over 4000 pln (about 900 euro) in all European countries. Not valid for furniture, pallet shipping and some multiple strollers.

Free delivery for orders over 1500 pln (about 350 euro) in following countries: Germany, Czech Reublic, Lithuania, Esonia, Latvia, Slovakia. Valid fir single parcels. Not valid for furniture, pallet shipping, multiple parcels and some multiple strollers.

Is it possible to negotiate the price?

If you found a better offer anywhere, send us a link to the competitor's price (for verification and comparison purposes), and we will almost certainly beat it.

Are there other ways to reduce prices in your store?

Discount coupons allow you to get an additional discount on over a thousand products. Every customer can use them without any restrictions. Here is a link on how to use them.

Why should I buy my pushchair, car seat or furniture from you and not from your competitors?

We have been selling baby furniture and prams since 1991, therefore we are more experienced and knowledgeable than the vast majority of our competitors, and over 300 000 customers who have shopped with us over that time is a guarantee of our reliability. This is confirmed by positive reviews on Opineo, Allegro and Facebook. As one of the few we provide 30 days to return each product.
We sell baby furniture and strollers from more than 100 different brands, resulting in around 600 cots and beds models and 2,500 stroller models - probably the most in Europe. We also offer 450 the safest car seats.
When it comes to prices, we can be proud of them, and in the age of the Internet it is easy to verify. Using our experience we run the most popular strollers forums: best-strollers.eu and wozkiopinie.pl.

How your work  for customer can be evaluated?

If you are satisfied with our work, please give us your review on opineo.pl. If you are disappointed with us, this is also the right place for you.

Are the opinions and reviews presented in the forums reliable?

No, unfortunately many reviews are created artificially by properly paid companies. However, in the Opineo.pl, reviews are verified at the client's site and this reprehensible procedure is practically reduced to a minimum on this website.

Where do the sold products come from and what quality are they?

We sell only new goods from reputable manufacturers and importers. We try to reach the best producers in Poland and Europe.

Do the goods have operating manuals in English?

In order to make it easier for the customer to use the product purchased, we often provide manuals in English, and it is also possible to use the manuals in electronic form.

Are the sold goods with a quality warranty?

Each product comes with a 2-year quality warranty.

How do I make a complaint?

Every complaint is registered by us in an electronic system. The customer only has to fill in the complaint form. The customer receives immediate information about the arrival date of the courier who will take the goods to the service. We inform you about possible problems that may occur in this difficult matter. More than 95 % of complaints are resolved to the customer's satisfaction within 14 days. In case of unavoidable disputes there is always goodwill and willingness from our side to make a compromise.

Do you provide a service in the event of a complaint?

Yes, here the full lists of services.

How long does it normally take to resolve a complaint?

The vast majority of complaints are resolved within 14 days. Often even faster. In many situations we provide replacement (substitute) strollers to ease the pain of not having the product repaired.

How much time do I have to claim for damaged goods?

Two years after purchase.

Are mechanical failures subject to warranty?

No, mechanical damage, resulting from the fault of the customer, is not subject to warranty. However, we will then assist in a chargeable repair by referring you to the appropriate service centre.

Do I have to agree with the negative opinion of the shop, rejecting my complaint?

No, the consumer ombudsman, operating at the president of the relevant provincial city, is a helpful institution in such cases.

Is it possible to return goods to your shop ?

According to Polish law, every customer buying online has the right to return a product within 14 days of receiving it. However, our company has decided to extend this period to 30 days so that the customer has an opportunity to think over his decision. We include information about this option with each shipment. The option to return goods within 30 days does not apply to a refusal to accept the delivered goods at the time of delivery. In this case, the general legal provisions on returns apply.

How much time do I have to return the goods?

Only with us you can return within 30 days, the standard period is 14 days.

What are the return terms and conditions?

Unchanged condition of the goods, no signs of use and sending written notice of this intention within 30 days of receiving the goods. The customer pays the return shipping costs, so we send a courier to make it less expensive for the customer to send the return shipment to our store.

Will I receive all the money I paid if I return ordered products?

Yes, Dino will refund all expenses paid by the customer, including delivery of the goods to the customer. Only the cost of returning the goods is paid by the customer.

What are the prices for shipping?

Shipping prices in Poland. Shipping prices in Europe.

Free delivery in Poland. Not valid for furniture and pallet shipping.

Free delivery for orders over 4000 pln (about 900 euro) in all European countries. Enter "free delivery" in the order comments. Not valid for furniture, pallet shipping and some multiple strollers.

Free delivery for orders over 1500 pln (about 350 euro) in following countries: Germany, Czech Reublic, Lithuania, Esonia, Latvia, Slovakia. Enter "free delivery" in the order comments. Valid fir single parcels. Not valid for furniture, pallet shipping, multiple parcels and some multiple strollers.

How can I find out the exact shipping costs for my order?

After logging in and adding goods to the cart, under the cart there is information about approximate costs of delivery of the ordered goods.

Is free shipping available for larger purchases?

Yes. All orders (except oversized furniture and vehicles) are delivered free of charge in Poland.
All strollers 3in1 with car seat sets are also delivered free of charge.

Are the goods you ship properly packaged?

We protect the shipped goods in a careful manner, using bubble wrap, styrofoam, thick cardboard boxes, and pallets for larger and heavier shipments (furniture).

What should I do if the delivered goods already show signs of damage upon delivery?

Make a damage report with the courier.

If I unpack the goods, do I lose my right to return them?

No, it is essential that the goods are in unaltered condition and show no signs of use.

Do I have to deliver the returned product in its original packaging?

No, it is sufficient that the goods are packaged in a manner that provides adequate protection during shipping.

Is the courier obligated to carry the goods to higher floors?

Yes, for goods up to 30 kilograms. Unfortunately, the courier service does not include the lifting of heavier goods, this is especially important for furniture.

Is the courier obligated to install the delivered goods?

Unfortunately not, the courier service does not include installation.

What happens if there is nobody at the delivery address?

Then the courier tries to contact the customer by phone to arrange a delivery time. If this is not possible, he leaves a notification that the package can be collected at the nearest branch of the courier company, he will give its address and there you should come to collect the goods.

Does the courier need to give out his phone number?

There is no obligation to do so, only the phone number of the nearest branch of the courier company is generally available. However, sometimes he gives. You can try.

Are the courier companies you work with reliable?

We cooperate with the best courier companies in Poland: DHL, Schenker, GLS, DPD and Raben.

Are shipments insured?

Yes, on average up to the amount of 5000 PLN.

What happens if my package goes missing?

These cases are extremely rare - in 15 years of our online sales it has happened only 2-3 times. In case of COD shipment we send the second one, in case of prepayment we send the second one or return the money immediately.

How long do I have to wait for the ordered goods ?

When the goods are in our warehouse about 3 working days. If the ordered goods need to be imported from an importer or manufacturer the the delivery time is about 7 days. If the goods are not available from the manufacturer at the moment, the the delivery time is about 7-10 working days. For some furniture and some imported strollers, the delivery time is a few to 10 weeks.

When will ordered goods arrive?

With each order, we inform you about the time of delivery of the goods within a few hours. If, for reasons beyond our control, this time changes, we immediately inform the customer of this fact.

Do I need to enter my personal data when ordering?

Yes, this is required by shipping law, but this data is absolutely protected and not shared with anyone but the courier company.

Do I have to give my phone number when I order?

It's not necessary, but it can help you deal with the courier to agree on a delivery time.

How can I pay for my order?

There are the following options :
- Quick payment online: Przelewy24 – card, bank transfer, Blik, Google Pay
- Prepayment to our bank account
- Cash on delivery COD - valid in Germany, Czech Reublic, Lithuania, Esonia, Latvia, Slovakia, Hungary, Romania, Bulgaria, Slovenia, Croatia.
- Installments pay (only in Poland)
- Cash on pick-up by customer's own delivery.

In which currencies can I view prices in the shop?

Shop prices are given in the following currencies: PLN Polish zloty, EURO, USD US dollar, GBP British pound, CHF Swiss franc, CZK Czech koruna, HUF Hungarian forint, RON Romanian leu, BGN Bulgarian lev, DKK Danish krone, SEK Swedish krone, NOK Norwegian krone.

In which currencies can I pay for my order?

You can pay in the following currencies without having to exchange them at the bank: PLN Polish zloty, EURO, USD US dollar, GBP British pound, CHF Swiss franc, CZK Czech koruna, HUF Hungarian forint, RON Romanian leu, BGN Bulgarian lev, DKK Danish krone, SEK Swedish krone, NOK Norwegian krone.

What guarantee do I have that if I prepay, my money will not go missing?

There is no such possibility. Our company has completed over 100 thousand of online orders, has been in the baby business for 30 years, so it is a serious, reliable seller. This is confirmed by the opinions about our company. However, if these arguments do not convince you and you still have concerns you should choose the option of payment on delivery. Then the payment is made to the courier during the delivery of goods and there is no risk.

Where do you send the goods you sell?

The Dino store sells products throughout the European Union and to non-member countries. Full information on this subject can be found in the Shipping Info tab.

Are there any customer discounts when shipping internationally?

For customers who are citizens of countries outside the European Union (Norway, Switzerland, Russia, Belarus, Ukraine) we offer Tax Free system, which allows VAT refund when crossing the border and receiving goods by the customer in Poland. If the goods are sent by us outside the EU directly to the customer, he gets 10% discount, but then the Tax Free system does not work anymore.

What are the shipping costs abroad?

The prices for international shippings.

Free delivery for orders over 4000 pln (about 900 euro) in all European countries. Enter "free delivery" in the order comments. Not valid for furniture, pallet shipping and some multiple strollers.

Free delivery for orders over 1500 pln (about 350 euro) in following countries: Germany, Czech Reublic, Lithuania, Esonia, Latvia, Slovakia. Enter "free delivery" in the order comments. Valid fir single parcels. Not valid for furniture, pallet shipping, multiple parcels and some multiple strollers.

Can I buy goods from you without tax under the Tax Free system?

Yes, there is such an opportunity for all customers who are not citizens of countries belonging to the European Union.

What should I do to reclaim the VAT I paid?

As part of the Tax Free system, all customers who are not citizens of EU member states can reclaim the VAT paid at the border when purchasing from us. All you need to do is visit Global Blue at a border checkpoint and present a completed Tax Free form, along with a receipt and proof of export.

Do I need to log in to make an order?

No, to make the ordering procedure easier for our customers we have created a simplified order form through which you can order goods without a password and login. After placing such an order the customer receives an order confirmation from us via e-mail.

Is such an order profitable for me?

Thanks to the simple order without a password option you you have an extra 3% discount and do not have to log in and remember the password. Link here.

Can I make an order by phone?

Yes, then we register such an order in a simplified form without a password, and we send the confirmation by email so that the customer can check if there were any mistakes during the phone call.

How do I know that the order was made correctly?

After receiving each order we send a confirmation to the customer's email address.

How to find the suitable stroller or car seat model?

On the upper left side of our website there is a SEARCH window where you can enter the name of the product you are searching for (sometimes it is better to enter only part of the name). Advanced search allows you to set more precise selection criteria. Sometimes it is recommended to use this option.

How do you find the appropriate type of strollers?

Since they are grouped into functional categories, so just click this link and choose the type of strollers you are looking for.

How to search for the suitable baby car seat model?

Since they are grouped into functional and weight categories, so just click this link and select the category you are looking for.

How can I find strollers of a particular brand?

They are grouped in brand categories just click this link and choose the right brand. You can also enter the name of the brand or the company you are looking for in the search box.

How can I find the proper furniture?

The baby furniture offer is enormous at dino.sklep.pl, so the easiest way is to open this link and get to know the different types of these products. Of course, the most important thing for the baby is the right crib and mattress - it's recommended to spend more time choosing them.

Is it possible to get advice online from experts on which strollers are best?

We have thought of that too. It is recommended to use a stroller selector that allows you to narrow your search criteria depending on the function, price, weight and manner of use. Due to over 500 tested strollers it is a unique solution in the european Internet. Customer reviews and strollers ratings will also be helpful.

Can you please advise me what is the best car seat for my child?

The best will be a car seat selector that filters and searches for them according to the weight of the child, how they are placed in the car, the price and the functional features. Car seats ratings and reviews of experts and customers on wozkiopinie.pl can also be useful when choosing.

How to choose the best furniture for the baby's room?

The baby furniture selector will help where color, price and features of baby cribs, chests of drawers and wardrobes are the main selection criteria. We recommend customer reviews and baby furniture ratings on mebleopinie.pl.

How many separate standard packages does stroller 3in1 and car seat set need to be packed in?

In 99% of cases, it takes two packages to ship 3in1 set. Hence, the cost of international shipping must be multiplied by two for a standard package from column 1.
Prices for intenational shipping.

How do you respond to customers?

We answer by email, phone, Facebook and Skype.

What should I do if I cannot reach you?

We try to answer all calls immediately. However, if all operators are busy, please send us an email and we will reply to you immediately.

How long will I wait for an email response?

Maximum 24 hours.

Who pays for returning the goods to the seller?

The cost of return delivery is paid by the customer. Consumer Rights Act of 30 May 2014 item 827

Who is responsible for damage caused during the return of goods?

Transporting heavy goods, especially furniture, is fraught with the risk of damage during transit. Therefore, it is necessary to pack them as carefully as possible before return shipment. - Heavy furniture, such as dressers, closets, beds, it is safest to send on a pallet. - If such a solution is uneconomical, then a strong cardboard box - preferably the original - should be wrapped twice in bubble wrap, and all corners should be additionally secured. - All empty spaces should be filled with polystyrene foam, foil or paper, so that there are no moving parts, which are one of the main causes of transport damage. If possible, individual pieces of furniture should be interleaved with cardboard or thick cardboard. - Special attention should be paid to metal drawer slides, which should be carefully separated from the rest of the furniture. - All screws, pins, hinges and other small metal parts should be placed in separate packaging.