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Frequently Asked Questions



Finding Items

The navigation on Contraforma.com is very easy and intuitive. You can find all items for sale just by clicking "All Products" on the left hand of your screen. We have four subcategories for more precise navigation:

When you have made your selection, simply click on "Add to cart" button at the bottom right of item description and the item will be added to your “Shopping Cart”. Once you have added an item to your “Shopping Cart”, You can continue shopping until your cart contains all of the items you want to order. You can access and edit the contents of your “Shopping Cart” at any time by going to "Cart" on the very top menu of any page of Contraforma.com.


Ordering process

The instructions below outline 5 steps of ordering & payment process. You can go backwards and forward at any time during the checkout process to make changes to any part of your order.

  • Billing Information - Step 1 of 5

    During this step you have to provide your Billing Information. Billing Information is where the bill or invoice is sent. Your credit hard has billing address as well (the address that you used to obtain your credit card from the bank). If your billing address is the same as shipping address (shipping address is where we are going to deliver your order) check the "Ship to this address" radio button at the bottom of this section.

  • Shipping Information - Step 2 of 5

    During this step you have to provide your Shipping Information If it is different from your Billing Information. If your Shipping Information is different than your Billing Information, we may run some tests through our anti-fraud mechanism in order to make sure this is not a fraudulent order.

  • Shipping Method - Step 3 of 5

    During this step you have to choose a Shipping Method (how we will deliver your order). Read more about shipping methods that we offer here.

  • Payment Information - Step 4 of 5

    During this step you have to provide Payment Information (how you will pay for your order). Read more about payment methods that we offer here.

  • Order Review - Step 5 of 5

    Take a moment to review all of the items you have placed in your Shopping Cart: check the list of selected items, their quantities, colours, attributes and prices (all prices at Contraforma.com are VAT included). If you decide to change quantity, colour of any selected item or add additional item to your Shopping Cart, click "Edit Your Cart" link on the left hand of this section.

    If you reviewed your order, click "Place Order" to place your order. Thank you for shopping with us! .


Payment Methods

During the Checkout Step 4 you have to provide your Payment Information (how you will pay for your order). We offer three types of payments:

  • Payment via PayPal

    When you choose to pay via PayPal system in the Checkout Step 4, you will be redirected to a secure PayPal page just after you click "Place Order" in Step 5. You must log in to your existing PayPal account and click confirm your purchase button. When your payment is done you will be redirected to a success page at Contraforma.com.

  • Payment via Credit Card (American Express, Visa/MasterCard, JCB, Diners Club) via MoneyBookers

    When you choose to pay via Credit Card in the Checkout Step 4, click the "Place Order" button in Checkout Step 5. Then you will have to enter your credit card information (credit card #, cvv code, expiration date etc.). We collect all information in a safe environment protected by Secure Sockets Layer (SSL), therefore you may feel comfortably safe. When your payment is done you will be redirected to a success page at Contraforma.com.

  • Payment via Wire Transfer

    When you choose to pay via Wire Transfer in the Checkout Step 4, click the "Place Order" button in Checkout Step 5. Then your order will be placed in our system and you will receive a confirmation email to your email address that you have used while registering at Contraforma.com. This email will contain all order related data as well as payment details. We will not ship your order until we see in our bank account that you have successfully paid for it.


Shipping Methods

During the Checkout Step 3 you have to choose Shipping Method (how we will deliver your order).

Stock permitting, all orders are usually dispatched next working day after receiving the payment. In the event that an item is temporarily out of stock, we will notify you of the delay and dispatch it as soon as it arrives.

We use two carriers for our international deliveries: Lex system and Regular mail service.

Shipping prices vary by destination country. Shipping prices will be automatically calculated and the best shipping method will be offered according to your shipping address during the checkout process steps and you will see the shipping price before confirming the order. Your order will be delivered either by the Lex system or Regular mail service.

Lex system deliveries usually take up 3-6 business days. Regular mail deliveries usually take up 9-12 business days.

Currently we offer shipping to the countries listed below:
Argentina, Australia, Austria, Belgum, Brasil, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Fareo Islands, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxenbourg, Malta, Mexico, Moldova, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, United States.

Shipping to non-EU countries

Keep in mind that your order may be subject to import duties, which are levied once your package reaches your country. Contraforma ships your package DDU, "duties and taxes unpaid", and does not collect your local duties and cannot accurately predict what your particular charges may be. If you do incur these additional charges, they must be paid by you in order for your package to clear customs. In most cases, these charges are paid directly to the customs officer at your local post office. For more information regarding your country's custom policies, please contact your local customs office. Reason for export is Sale. Origin of goods is the European Union.


Checking Order Status

When you place your order, you can check your order status at any time. You have to log in to our system. In order to log in, click on "Account" link on top menu. You will have to enter your log in details on the right hand of the screen (email address and password you have used, while registering at Contraforma.com) and click "Login" button. You will see your user panel on the top left hand of your screen. Click "My Orders" link in order to check your order status.


Return, Refund and Cancellation Policies

Customer satisfaction is extremely important to us. We want you to enjoy our products! If you are not satisfied with your purchase please contact us immediately, and we will try to resolve any problem to your satisfaction. Please email us with any concerns at info@contraforma.com.

Refunds: In the unlikely event you wish to return product(s) purchased from Contraforma, we will refund item costs, but you will be responsible for packaging and shipping costs as well as examination fee. You must follow the return procedures listed below. NOTE: personalized items cannot be exchanged or returned for refund, except defective products.

The return policy is as follows:

  • You are entitled to cancel the contract with Contraforma, without any penalty within seven (7) days of receipt of the products purchased on Contraforma.com if the products are returned for reasons that may be due to Contraforma, as in the case where the products have manufacturing defects or they have been erroneously delivered.
  • The client must contact Contraforma via email to info@contraforma.com and announce the order number and product(s) which is (or are) to be returned, specifying the reason of the return. The client must await email notification from Contraforma that the pending return has been acknowledged and is expected.
  • The products must be in new condition upon return. They are to arrive in the original packaging as originally packed.
  • The products must be returned using a reliable postage company. Client is responsible for lost and/or damaged products. To avoid being responsible for any loss or damage that occurs during transit, please return the items using an insured delivery service that covers the full cost of the items. Insurance is optional and paid by client.
  • The return postage is to be paid by the client. Except the cases when client received the products from Contraforma that had manufacturing defects or they have been erroneously delivered.
  • Contraforma shall receive the returned product(s) within 30 days.
  • The products shall then be inspected by Contraforma.
  • The funds which were paid to Contraforma by the client for the product(s) (excluding shipping) shall be reimbursed to the client within one month by Contraforma, minus a 10% restocking / examination fee.
  • In the event your return will not comply with the terms and conditions set out in paragraph 8 of these General Terms and Conditions of Sale, you will not be entitled to any refund of sums already paid to Contraforma; nevertheless, you shall be entitled, at your own expense, to receive the products in the conditions in which they were sent back to Contraforma. On the contrary, Contraforma shall be entitled to keep the products and withhold the sums already received.

Returns address

After notification from Contraforma that the pending return has been acknowledged and is expected, all returns have to be shipped to the following address:

Head office:
Contra Design House UAB
Sevcenkos str. 16A/ Vytenio g. 14, Vilnius
LT-11103, Lithuania (European Union)

Exchanges: we do not offer exchanges.

Order Discrepancies: Please contact us within seven (7) days of receipt of the shipment if there is a discrepancy in your order. Email us at info@contraforma.com with your name, address, order number and description of the discrepancy. We will contact you with a return merchandise authorization (RMA) number, which we ask that you mark on the outside of the return package. Please return the items using an insured delivery service that covers the full cost of the items. We will reimburse you for the shipment and insurance costs and will do our best to resolve the discrepancy as quickly as possible.

Cancellation: Please contact us at info@contraforma.com right away if you decide to cancel an order. If we receive your email after an order has been shipped, then please follow the procedures described in the return policy above.

Personalized Items: Please note that personalized items cannot be returned for refund. Please double-check if the information is correct when you place the order.

Refund Procedures

After Contraforma has received returned products and checked the conformity of the products with requirements mentioned above, you will receive a notice of acceptance of the returned products by e-mail. Whatever the form of payment used by you (PayPal, credit/debit card), the refund procedure will start within 30 days from when Contraforma learned of your decision to exercise your right to return the purchased products and once Contraforma has checked that the return was carried out in compliance with the above conditions.

In the case of gifts, the refund of the sums paid for purchases will be made to the individual who originally purchased the item.


Contact Us

Head office - Contraforma
Sevcenkos str. 16A/ Vytenio g. 14, Vilnius
LT-11103, Lithuania
tel +370 678 67000
e-mail info@contraforma.com
http://www.contraforma.com

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Saturday 11am - 4pm
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