How to shop

Selection of goods

On the website: you can search by entering the name of the product in the search box or by using the categories under which you can find a specific product.

Ordering options

On-line ordering on the website

Adding to the basket, filling in the order form, and sending the order.

Once you have added items to your shopping cart, use the cart icon on the top right or the view cart box next to the product to get to the order form, where you can check or edit your order. Here you will fill in the delivery and billing details, and choose the shipping option, and payment method. Send the order after agreeing to the terms and conditions. Your order will then be confirmed by e-mail. If you do not receive a confirmation e-mail, the order has not been registered in the system, and you must create it again or contact us by e-mail: [email protected].

Order by e-mail

If you wish to create an order by e-mail, please contact us via [email protected]. Indicate the exact type of goods, the number of pieces, and the chosen method of transport, whether to a dispatch point or to a specific delivery address to your home or work, telephone number, or billing address. If purchasing for a company or institution (company name, address, VAT ID number).  Your bank details will then be emailed to you. After payment and credit to our account, the goods will be sent to you by the requested shipping service.

The carrier will contact you by SMS message. You will receive the number of the shipment. The next SMS message will send you the password for picking up the package in case of delivery to a dispatch point or the approximate time of delivery to a specific address.

Complaint—damaged goods have arrived—the procedure

Check the package when you receive it.

If you find damaged packaging when you receive it – immediately notify the carrier, who should take photo documentation. We also recommend you take photos. You do not have to accept the shipment. In case you do not accept it, the shipment will be returned to us by the carrier. Please inform us if you do not take delivery of the goods. If you take delivery and the goods are damaged, please also contact us, and we will arrange the next procedure – exchange of the goods for faultless ones or refund after receiving the claimed goods. Please provide your bank account for the refund and your order number.

You can contact us by e-mail: [email protected] to arrange further action. To process a claim, you will need the order number and proof of purchase – at least a copy.

If you send the goods back by post, be sure to enclose a cover letter in which you describe the defect in detail and give us your contact details – address and telephone number, or an account number where we can refund the money if you do not request a replacement.

You do not need the original packaging to make a claim, but it is advisable to carry the goods in it and then pack the goods carefully and securely for dispatch.

Send the parcel to:

Family Relax s.r.o.
Fibichova 234/6
46606 Jablonec nad Nisou
Czech Republic


Regarding your questions about the goods, clarification, or modification of the order, invoicing, or complaints, we will gladly deal with you by e-mail: [email protected]. Do not hesitate to contact us.