FAQ

Q: Which payment methods do you accept?
A: We accept secure payments by credit/debit card, PayPal, Paysera, Stripe, and bank transfer (prepayment invoice).

Q: Can I pay by bank transfer?
A: Yes, if you choose bank transfer, you will receive a prepayment invoice by e-mail. Your order will be processed once payment is received.

Q: Is payment secure?
A: Yes, all online payments are processed via trusted providers using encryption and PCI DSS security standards.

Q: When is my payment charged?
A: For card, PayPal, Paysera and Stripe payments, the amount is charged immediately when you confirm your order. For bank transfer, once your payment reaches our account.

Q: Do prices include VAT?
A: For consumers, VAT is applied at the rate valid in the delivery country. For business customers with a valid EU VAT number, goods and shipping are invoiced without VAT (reverse charge).

Q: Can I get a VAT invoice?
A: Yes, all orders include an invoice. For business customers, a VAT-exempt invoice will be issued if a valid VAT number is provided and verified.

Q: Which countries do you ship to?
A: We ship throughout the European Union and selected European countries.

Q: How much does shipping cost?
A: Shipping costs depend on the weight, size, and destination of your order. The exact amount is shown at checkout before payment.

Q: How long does delivery take?
A: Standard delivery usually takes 3–7 business days, depending on your location. Some deliveries may take longer during peak periods.

Q: How can I track my order?
A: Once your order has been shipped, you will receive an email with tracking details.

Q: What if I am not home when delivery is attempted?
A: The courier will either try again or deliver your package to the nearest collection point. SMS/e-mail will notify you.

Q: Do you offer free shipping?
A: Yes, free shipping is available for orders above a specific value (shown at checkout or in promotions).

Q: What happens if my order is lost or damaged in transit?
A: Contact us immediately at info@kraso.com. We will investigate with the courier and arrange a replacement or refund if necessary.

Q: How long do I have to return an item?
A: You have 14 days from the day you receive your order to notify us if you wish to return it.

Q: How do I start a return?
A: Email us at info@kraso.com with your order number and reason for return. We’ll guide you through the steps.

Q: Do I have to pay for return shipping?
A: Yes, return shipping is paid by the customer unless the item is defective or an error occurred on our side.

Q: What items cannot be returned?
A: Custom-tinted paints, opened paint cans, and items that are not in their original condition or packaging cannot be returned.

Q: How long does a refund take?
A: Refunds are processed within 14 days after we receive and check the returned goods.

Q: Can I exchange an item?
A: We don’t offer direct exchanges. Please place a new order after your refund has been processed.

Q: What if my order arrives damaged or incorrect?
A: Contact us immediately at info@kraso.com with photos. We will arrange a replacement, repair, or refund at no extra cost to you.

Q: Do your products come with a warranty?
A: Yes. The statutory 2-year legal guarantee under EU consumer law covers all goods. Some products also include an additional manufacturer’s warranty.

Q: What does the warranty cover?
A: It covers defects in materials or manufacturing. It does not cover damage caused by misuse, improper storage, or failure to follow instructions.

Q: How do I make a warranty claim?
A: Contact us at info@kraso.com with your order number, description of the issue, and photos if possible. We will review your case and arrange repair, replacement, or refund.

Q: Does warranty cover paint products?
A: Yes, but only if stored and used correctly. Opened or expired paints, or paints mixed incorrectly by the customer, are not covered.

Q: What is the shelf life of your paints?
A: Most paints are best used within 12–24 months of production if unopened and stored correctly. Always check the label for specific information.

Q: What if the product I receive looks different from the online photos?
A: Product images are for illustration. Slight color variations may occur due to screen settings or lighting. These are not considered defects.

Q: How can I contact customer support?
A: You can reach us by e-mail at info@kraso.com or via our contact form on the website.

Q: Do you have a phone number?
A: At this time, we provide support mainly by e-mail to ensure fast and documented responses.

Q: What are your customer service hours?
A: Our team is available Monday to Friday, 9:00–17:00 (EET, Latvian time).

Q: How long does it take to get a reply?
A: We usually respond within 24 hours on business days. During peak periods, it may take a little longer.

Q: Where is your company located?
A: Our office and warehouse are located at:
KRASO SIA, Vienības gatve 93, Riga, LV-1058, Latvia.