Exchange, returns, complaints
More questions

How can I change or cancel my order?

Please contact our customer support team as soon as possible by by email
After the order has been handed over to the courier. the shipping companies no longer allow us to cancel or change the order.
If you want to order something extra or exchange products, we will be happy to send you the goods free of charge in a separate shipment, so you do not have to wait for the delivery and return of the original order.
If you have recieved the shipment but are no longer interested in it, you can simply return it for free.
For detailed information on return procedure, please go to:

How do I get an invoice for my order?

We will send you electronic invoice for the order by email as soon as we hand over the package to the selected courier.

Where can I find the status of my order?

In case you are a registered user of, you can find information about the order status after you log in to your account in the My Account section - My Orders. We will also inform you about the dispatch of your order via e-mail you entered when creating the order. You can also track the shipment in the transport company's system - for more detailed information please visit

What payment methods can be used?

Pay the way you are used to. In Kulina you can find all common payment methods. Detailed information can be found under the link

Are payment transactions secure?

We put great emphasis on the security of operations and transactions. The data you provide during registration is used only by Kulina. All personal data are considered confidential and dealt with in accordance with the provisions of the "Personal Data Protection" Act. We use state-of-the-art security technology to secure online payment transactions.

How to apply a discount coupon?

Add the goods to the basket. In the first step of the shopping cart, check the box "I have a discount code/gift voucher". Then you will see a field where you can insert the discount code:
Confirm with the "Add" button. If the given discount code is valid, the prices will be recalculated to the prices after the discount and the new value of your basket will be displayed.

Can multiple discount codes be used at once?

Only one code can be used per order. The exception are Gift Vouchers - here we provide the possibility to apply a discount code and pay with a Gift Voucher at the same time, please write to us at, as we have to apply one of the codes manually, after we recieve the order. This manual adjustment limits payment options to cash on delivery or bank transfer only, as we reduce the final price after sending the order.

How to redeem a gift voucher?

Because we know how difficult it is sometimes to choose a gift (especially if the person in question "doesn't really need anything"), we have prepared Gift Vouchers for you - with EXCEPTIONAL and NON-standard conditions of use. Seriously! Explore the details here:

How much does the shipment cost?

The cost of shipping varies depending on the chosen delivery method. All information about couriers and delivery points, including the price list, can be found at

Can the ordered goods be collected in person?

Yes, you can pick up the goods in person at one of the Packeta delivery points. List of branches and more detailed information about this option can be found at: here.

What is the delivery time?

We have all the goods you see on the website in stock. We hand over your order to the courier next working day (for payment by bank transfer, the delivery time is 1-2 working days longer). You will see the expected delivery time in the shopping basket.

Do I have to arrange the return of the goods at my own expense?

We provide a premium quality service, also when it comes to returning products. If you choose collection of the products by a DPD courier, bring the products to a DPD Pickup point, return shipping is free for you.
If you decide to use your own carrier, send us a copy of the receipt and we will return the return shipping cost.
For more information see here:

Do you also refund money for shipping?

If you are sending back the whole order, we will also retrun the money for shipping. In case of returning only some of the products, we return only the price of these products.

When will I receive the money for the returned goods?

If you paid through the GoPay/Stripe gateway (credot/debit card payment, instant transfer, GooglePay or ApplePay), the amount will be returned to the account linked to the debit/credit card from which the payment was made. In case of payment by cash on delivery or by standard bank transfer, we will transfer the funds to the account that you indicate in the return form (printed or online). The return will be made within 7 days (at the latest) from the date of delivery of the returned goods to our warehouse.

How long does it take to process a complaint?

Your complaint will be processed within 30 days from the delivery of the claimed goods to our warehouse.

How is the claim processed?

Send us the product free of charge via a DPD courier or leave it at the DPD Pickup.
You can track the status of your claim in the Retino application. You will receive a link together with information about the procedure after you create a request.
For more information visit:

How should I pack the products for return and what should the package contain?

Send the products you want to return, if possible in the original packaging, together with the printed return form (if you no longer have the printed version, just fill out the online version of the form HERE).
Pack the products so that they don't get damaged during transport. Use newspaper or bubble wrap for more fragile products.

What should I do if I haven't received my money within 14 days from the return?

Please contact our customer care center by email, we will check your refund immediately.

What should I do if I have received something different or if something is missing?

Inform us via the Retino online form that can be found here HERE and select the appropriate request type. We will contact you as soon as possible and help you put everything in order in line with your expectations.

I don't know what knives to choose (pots, pans...). Can someone advise me?

Of course, it will be a pleasure. If you are looking for basic kitchen equipment (knives, pots, pans, grills...) we have prepared ultimate shopping guides for you: You can also write to us or call us. We are here for you.

I would like to choose a gift in Kulina, can you advise?

We are happy to do so! We have prepared some gift guides for you - whether you are looking for a gift for the wedding, your husband or wife, for cooking- or wine-lover, there is always plenty of inspiration there.
Take a look at our gift guides and we are sure you will be able to choose something for yourself:

Can I buy a gift voucher from you?

Yes, but our gift vouchers are something much more than regular gift vouchers. They are ABOVE-standard and have NON-standard conditions of use (e.g. we will return the full value of the voucher to its recipient if he or she isn't able to choose anything, which is rather unlikely). Seriously!
See more here:

Didn't find the answer to your question?

Write to us by email and we will be happy to answer all your questions.