FAQ – Frequently asked questions
Everything you need to know before and after ordering from Kahaus. Can't find your answer? Write to shop@kahaus.com or use the contact form.
Orders
1. How do I place an order?
Add the products to your cart and go to checkout. You will receive an order confirmation by e-mail as soon as the order is placed.
2. Do I need an account?
No. You can check out as a guest. An account only makes it easier to follow your orders and reorder later.
3. What do you sell?
3D-printed figures (dragons, snakes, surprise eggs), fidget toys, home decor, desk gadgets and handy everyday helpers. Everything is designed and printed in our own workshop in Poland and shipped across the EU.
4. What are the products made of? Are they safe for children?
Plant-based PLA, printed on our own farm of printers and finished by hand. Each colour blend is unique, so no two pieces are identical. Warning: the products contain small parts and are not suitable for children under 3 years.
5. Do you print custom parts for companies?
Yes. We print one-off parts and short series from your own STL or 3MF file and also offer our catalogue in wholesale quantities. See 3D printing for business.
Payments
6. Which payment methods do you accept?
Payment cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay, PayPal, Klarna and bank transfer. In Poland you can also pay with BLIK, in Belgium with Bancontact. Klarna is available in most EU countries; the exact list for your country is shown at checkout.
7. Is payment secure?
Yes. All transactions are encrypted (SSL) and handled by PCI DSS compliant payment providers. Card details are processed by the payment provider only; the store never stores them.
8. When do I pay?
Payment is made upfront, when you place the order. With bank transfer the order is processed once the money reaches our account; if the payment does not arrive within a few days, the order is cancelled automatically and you can simply order again.
9. Which currency and prices apply?
Prices are shown in the currency of your country (EUR, PLN, CZK, HUF, RON, SEK or DKK) and include VAT.
Shipping
10. Where do you ship?
To all countries of the European Union except Malta. Parcels are dispatched from Poland with the courier DPD.
11. How much does shipping cost?
- Poland: free shipping.
- Bulgaria, Denmark, Estonia, Finland, Greece, Ireland, Luxembourg, Sweden: EUR 9.99 per parcel, free for orders from EUR 40.
- Romania: EUR 5.99 per parcel, free for orders from EUR 40.
- Other EU countries: EUR 5.99 per parcel, free for orders from EUR 20.
The final shipping cost is always shown at checkout.
12. How long does delivery take?
We dispatch within 1–2 business days of your payment clearing (we print to order, so items that are out of stock are made for you). Transit then takes 1–2 business days in Poland and 2–3 business days in other EU countries.
13. Can I track my parcel?
Yes. As soon as your order is dispatched you receive a tracking number by e-mail.
14. My parcel arrived damaged. What now?
Contact us without delay at shop@kahaus.com, ideally with photographs of the damage, and we will sort it out.
Returns and complaints
15. Can I return a product?
Yes. You have 30 days from receiving the goods to withdraw from the contract without giving a reason – twice the statutory minimum. The product must be unused, in its original, undamaged packaging. The right of withdrawal does not apply to goods made to your individual specification (personalised) or to goods that have been unsealed for hygiene reasons.
16. How do I make a return?
Let us know by e-mail at shop@kahaus.com, quoting your order number (you may also use the withdrawal form), and send the product with proof of purchase to: VARCH Sp. z o.o., ul. Pociągów Pancernych 1D, 32-005 Niepołomice, Poland. You bear the cost of the return shipment unless the return results from a defect or an error on our side.
17. When do I get my money back?
Promptly and no later than 14 days after we receive the returned product, using the same payment method you paid with.
18. How do I make a complaint?
E-mail shop@kahaus.com with your order number, a description of the problem and, if possible, photos. We respond within 14 days.
Other questions
19. Will I get a VAT invoice?
Yes. A VAT invoice is sent to your e-mail address when the parcel is dispatched. If you need it issued to a company, e-mail us your order number and company details (name, address, VAT ID) right after ordering.
20. How can I contact you?
E-mail: shop@kahaus.com, phone: +48 724 905 507, or by post: VARCH Sp. z o.o., ul. Pociągów Pancernych 1D, 32-005 Niepołomice, Poland. You can also use the contact form.