FAQs

What are the delivery options?

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)
How much does shipping cost?

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
How long will it take for my order to arrive?

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.

What payment methods do you accept?

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
What are “Complex Points”?

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.

How do I pay by bank transfer?

When you choose bank transfer at checkout, payment is due immediately. The payment details and a QR code will be displayed on the order confirmation screen and sent to your email together with the invoice 10 minutes after completing your order.

Your order will only be shipped once the payment is credited to our account - typically the same business day for domestic CZK transfers and 1 business day for SEPA EUR transfers.

CZK payments (Czech Republic)

  • Recipient: Complex
  • Account number: 6686616359 / 0800 (Česká spořitelna)
  • IBAN: CZ38 0800 0000 0066 8661 6359
  • BIC / SWIFT: GIBACZPX
  • Variable symbol: the 5-digit order number after the "COMPLEX" prefix (e.g., for order COMPLEX12345, use 12345)

EUR payments (Slovakia & EU)

  • Recipient: Complex
  • IBAN: CZ05 0800 0000 0022 5270 4273
  • BIC / SWIFT: GIBACZPX
  • Variable symbol: the 5-digit order number after the "COMPLEX" prefix
  • Message for recipient / Reference: your full order number (e.g., COMPLEX12345) — use this if your bank doesn't support a variable symbol field
I ordered delivery to a pickup point - how long do I have to pick it up?

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.

I didn’t manage to pick up my order in time, what should I do?

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.

My parcel arrived damaged, what should I do?

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.

Where do you ship orders from?

We ship all orders from our logistics center in Prague.

I have a discount code, where do I enter it?

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

Where can I find the invoice for my 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.

Can I change or cancel my order?

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.

How do I proceed with returning items?

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

I’d be interested in collaborating - would that be possible?

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.

Couldn't find an answer to your question?

In that case, please drop us a message in the chat in bottom right corner - we'll get back to you instantly. Prefer email? Reach us at info@officialcomplex.com and we'll reply within 24 hours.