FREE SHIPPING ON ORDERS >29€

FAQ Empresas

Orders and payment

I WANT TO OPEN A PROFESSIONAL CUSTOMER ACCOUNT ON YOUR WEBSITE. HOW CAN I DO IT?

It's very simple, you only have to fill in the following form. Our sales team will evaluate your request answering you within 24-48 working hours.

Please, when filling in the form, use capital letters and do not forget to complete all the required information to speed up the registration process in our system.

Once the application has been processed, you will receive an email with the username and password to access your customer area and place your orders with the price list assigned.

If you have not received a reply from us, don't forget to check your spam folder first and if you don't find our message there, please send us an email at info@byquokka.com.

HOW DO I LOGIN TO THE CLIENT AREA?

Access your private area by clicking on the Login button at the top right of our website. Enter your email and password with which you were registered in Stor. Don't forget to log in to access to the list of assigned prices and place your wholesale orders.

IS THERE A MINIMUM ORDER?

There is no minimum order quantity for wholesale orders, and you can order as many references and quantities as you need, as long as they are in stock at the time of purchase.

DO YOU OFFER ANY QUANTITY DISCOUNTS?

We do not apply any discounts for quantities. All our professional customers have access to the same price list and the same conditions.

WHICH ARE THE PAYMENT METHODS ALLOWED?

We admit only the following payment methods:

o PayPal

o Credit Card

o Debit Card

o Bank Transfer

If you select "Bank Transfer" as your payment method, please wait for our team to send you an email with the proforma invoice and bank details in order to make the payment.

CAN I PAY IN INSTALLMENTS OR CASH ON DELIVERY?

We do not offer the option of "payment by installments" or "cash on delivery". The only payment methods accepted are those listed above.

DO YOU WORK WITH DROPSHIPPING?

No, at QUOKKA we do not work with dropshipping.

WHAT IS THE PROCEDURE TO PLACE A PURCHASE ON YOUR WEBSITE?

We offer you two simple options:

o Browse through the website and locate the items you want to buy. You can do this in different ways:

- Entering the product reference in the search engine located in the upper area of the shop.

- By collection: Glass, Thermal, Hydratation, Kids, Accessories

- By product category: within the main menus there are sub-menus with the categories that will take you intuitively to the desired product.

o Order by Reference: If you already know which products you want to buy and their references, this option is undoubtedly the quickest. Log in to your account, click on SKU ORDERS and specify references and quantities and add the products to the basket., specify references and quantities and add the products to the basket.

In both options you will be shown the total units we have in stock. 

If you don’t know the references, remember that you can find them in the online catalogue that we have sent you during the registration process and on the web page in each product under the product name. Our references are always sequences of 5 numerical digits.

WHY CAN'T I ADD AN ITEM TO MY CART?

If you are unable to add the desired items to your cart, it is because they are not in stock at the moment.

We always indicate the approximate date when the item will be back in stock, and we send out a monthly newsletter with the latest news. If you do not find the estimated date, we regret to inform you that this item is not expected to arrive to our warehouse any time soon and it is likely that it has been discontinued and will soon disappear from our web.

ARE THE ITEMS INCLUDED IN THE SHOPPING CART AUTOMATICALLY RESERVED?

No, including an item at the cart does not guarantee its reservation or availability. There are items in high demand that may sell out before you complete your purchase even though they were available when you added them to your cart.

HOW CAN I SAVE A PRODUCT THAT I LIKE?

It’s very easy, add the items that you like most to your Favourites list so you don't lose track of them. Click on the heart icon (located on each product) to save them and review them whenever you want in your Client Area.

CAN I CHANGE MY ORDER OR DELIVERY DETAILS?

Yes, please contact us as soon as possible (ideally within 30 minutes of placing your order) and a Customer Service agent will be happy to help you. Orders are prepared quickly, so it is important that you write to us as soon as possible so we can arrive in time to make the change.

CAN I CANCEL AN ORDER?

Yes, please contact us as soon as possible (ideally within 30 minutes of placing your order) and a Customer Service agent will be happy to help you. Orders are prepared quickly, so it is important that you write to us as soon as possible so we can arrive in time to make the change.

WHERE I FIND MY ORDER NUMBER?

Your order number will be inclosed in the confirmation email and in other related communications. You can also find it in “Order History and Details” in the "My Account" section. It is always a sequence of 9 letters.

WHICH E-MAILS RELATED TO MY ORDER WILL I RECEIVE?

When you place an order, we will send you several emails to update you on the status of your order:

Order and delivery emails:

o The order confirmation email notifies you that we have received the order.

o The order processing email notifies you that we are processing your order and that it will be leaving our logistics centre shortly.

o The dispatched email confirms that the order has left our warehouse. Please contact us to find out the tracking number and to locate your package.

o Only once the order has been dispatched, you will receive an email with the invoice of your order within a week.

Cancellation/payment error e-mails:

o The order cancellation email confirms this operation. Most of the time, we send you this email after receiving your request to do so, if the selected items are out of stock or if there has been a problem processing your order.

o The payment error email indicates a problem with the payment of the order. Please check the issue with your bank or send us an email so that a Customer Service agent can assist you in dealing with the issue.

To prevent these emails from going to your spam folder, you can include our address in your exception list or address book (this can be set up in your email application).

I NEED THE CSV OF MY ORDER, IS IT POSSIBLE?

Yes, in your customer area in "Order History and Details" you can review all your orders and quickly download the associated CSV by clicking on the "CSV" button located to the right of each order.

CAN I USE YOUR IMAGES ON MY SALES CHANNELS? WHERE CAN I FIND THEM?

Yes, you can download the images automatically from your account by going to " Order History and Details".  Next to each order you will find the "Download images" button.

Alternatively, type the product reference in our search engine and download the image by right clicking on the photo. If you can't find what you are looking for, please contact us.

CAN I SELL YOUR PRODUCTS ON OTHER E-COMMERCE PLATFORMS?

Yes, there is no problem. If you need any information or documentation from us, please contact us.

DO YOU HAVE DISCOUNT COUPONS?

We don’t have discount coupons for business customers. The ones we have active on the website are exclusively for private customers.

CAN I MAKE MY OWN DESIGN?

Yes, send us an email to info@byquokka.com and tell us what you need. Our in-house design team, made up of more than 20 professionals in graphic design, industrial design and illustration, puts all its experience at the service of the customer's needs. 

The bottle model that we can personalise is the Solid model, made of stainless steel. The personalisation is done by laser, and a surface area of 4 cm. wide can be personalised. If a larger surface area is required, this could be considered. The engraving will be done on the opposite side to the Quokka logo.

We need the design to be engraved in vector format (.ai, .pdf or .eps). If you send us the logo, we can make a visual of how the bottle would look like. The minimum order for personalisation is 24 units. The maximum delivery time is 2 weeks.

If you want to make a more complex design, the only thing you have to take into account is that for your own designs, the minimum quantity is between 600 and 1200 units per design.

Contact us for more information about prices.

Delivery

WHICH ARE THE SHIPPING COSTS AND THE DELIVERY TIME?

In Stor we have free shipping for orders above a certain amount, depending on the destination. Find more information and all the rates here.

Our orders are shipped from Spain and will have a preparation time in our warehouse of 24-72 working hours from receipt of payment and, depending on the destination, the delivery time will be around 1-3 working days if the delivery is in Spain and between 5-7 days if the delivery is in the rest of Europe. 

This may vary slightly during peak seasons (Back to school, Black Friday, Christmas etc).

IN WHICH COUNTRIES CAN I BUY ONLINE?

You can currently shop online in mainland Spain, Balearic Islands, Canary Islands, Ceuta and Melilla, mainland Portugal, France, Monaco, Germany, Belgium, Italy, San Marino, Austria, Netherlands, Slovenia, Denmark, Liechtenstein, Czech Republic, Switzerland, Poland, Bulgaria, Romania, Hungary, Sweden, Estonia, Norway, Finland and Slovakia.

This means that we will deliver the goods to the address you specify at the time of purchase, if the delivery address is in one of the above countries.

If you prefer, we also offer you the possibility to pick up your orders on your own at our premises. Our warehouse is located in Spain (contact us for more information).

*For islands, overseas territories or countries not listed in this table, we do not offer a delivery service and it will be the customer himself who will have to arrange the collection at our warehouse with his own transport company.

*UK: Due to the new Brexit situation, UK customers are added to the list of customers who have to collect their orders from our warehouse. More information here.

WHAT CAN I DO IF MY COUNTRY IS NOT INCLUDED IN THIS LIST?

Email us at info@byquokka.com. We have sales agents in every corner of the world. They will provide you with all the information you need to purchase QUOKKA products.

WHAT DO I DO IF I RECEIVE A WRONG OR DAMAGED ITEM?

If you have received a wrong or damaged item, please contact us at info@byquokka.com or click here. Please always quote your order number and don't forget to attach the necessary photos so that we can speed up the process.

WHAT DO I DO IF AN ITEM/PART OF MY ORDER IS MISSING?

If you are missing one or more items, please contact us so that a Customer Service agent can take care of this.

Please check your email first to see if we have previously informed you that one of the items included in your order was no longer available. If this is the case, we will refund you for that item.

If you have not received an email, please contact Customer Service and we will get back to you as soon as possible.

WHY HAS MY ORDER BEEN CANCELLED?

We always send you an email to let you know that your order has been (partially) cancelled. This is usually for one of the following reasons:

o The items were out of stock at the time of dispatch. If this is the case, we will refund you immediately.

o There is an issue with the shipping/billing data verification.

Try going back one step in the checkout process on the website to check your details. If they are correct, the easiest thing to do is to contact your bank for help.

If the problem has not been solved, please contact us so that a Customer Service agent can take care of it.

WHICH IS THE TRACKING NUMBER OF MY ORDER?

Send us an email to info@byquokka.com specifying your order number. A Customer Service agent will send you the tracking number and a link to monitor the delivery status of your order.

Returns and refund

WHAT IS THE RETURN POLICY?

At QUOKKA, our priority is that you are satisfied with the products you have purchased.

Therefore, in case there is an error in your order or you receive a product with a manufacturing defect, simply write us an e-mail to the address info@byquokka.com, indicating the order number, and in case of a defective product, please send us a picture of it. We will respond immediately to offer you a solution.

You have 7 working days from receipt of your order to request a refund.

WHEN WILL I RECEIVE THE REFUND?

If the return has been approved, you will receive the refund on the same payment method used during the purchase. If you selected "Bank Transfer" as your payment method, don't forget to send us your bank details so that we can refund you.

Alternatively, we offer the possibility to accumulate credit and deduct it from your next order.

The easiest way to track your refund is to check your bank account. If you have any further questions, please contact our Customer Service.

CAN I EXCHANGE PRODUCTS?

No, it’s not possible. If you need another product, the best option is to place another order.

My account, newsletter and others 

I CAN'T ACCESS MY CUSTOMER AREA, HOW CAN I SOLVE IT?

If you are ordering from a mobile phone, try another mobile phone or a computer. Try clearing your cookies and clearing your cache. If this doesn't work, try changing your browser. If you continue to have problems, please contact us and we will try to help you solve it.

HOW DO I REQUEST ACCESS TO MY PERSONAL DATA?

To find out what personal data we collect and why, please see our privacy policy.

HOW DO I SUBSCRIBE OR UNSUBSCRIBE FROM THE NEWSLETTER?

If you don't want to miss out on the latest news, subscribe to our newsletter. Enter your email address in the "Subscribe to our Newsletter" section at the bottom of the page.

If you wish to unsubscribe you can do so at any time. In every newsletter we send, scroll down to the bottom of the message and you will find an unsubscribe button.

HOW CAN I SEND YOU MY SUGGESTIONS OR COMMENTS?

We are always happy to receive feedback. Send us an e-mail to info@byquokka.com.