Frequently Asked Questions / FAQ

How can I place an order?
You can place an order only online at www.theo.lv, providing your e-mail, name, surname, delivery information, phone number (mandatory for delivery services), and payment information.
You will receive an order confirmation to the e-mail address provided, containing order number and totals.

What are the shipping costs and when will I receive my order?
Standard delivery costs are as follows:

• Delivery to DPD parcel lockers in Latvia €3.50
• Delivery to Omniva parcel machines in Latvia 3.50€
• Delivery to Omniva parcel machines in Lithuania, Estonia €5.99

After receiving payment, the order is shipped within 1-3 business days.
After handing the parcel to delivery services you will receive e-mail with tracking number to follow the shipment progress.
Standard delivery time is 1-3 business days (the time depends on the workload of the delivery companies).
If you have not receievd your order within the 14 days after payment please contact us via the following e-mail: info@theo.lv

What are the payment options?
Currently you can pay for your order in in following ways:
*) bank transfer;
*) online bank payment;
*) with a gift card;
*) Paypal.

Can I see the products in person?
No. We operate as an online store. The goods can be viewed and ordered via the on-line store only.

Is it possible to return purchased goods?
Yes, you have the right to return the goods within 14 days of receiving the purchase.
If you have changed your mind about the purchase, the cost of return will be borne by the buyer.
The goods must be returned in the condition received (new, unopened, unused).
If you receive a defective, incorrect item, the cost of return will be borne by the seller.
Please contact us by email before returning the goods: info@theo.lv.
More details on the right of withdrawal – https://theo.lv/en/terms-of-sale-2/

Are all goods available immediately?
Yes!
All goods listed are available for immediate processing and shipping.
If an item is out of stock, it is immediately visible in the e-store and cannot be added to the cart.
If a specific product is out of stock, you can leave your email address and receive a notification when the product is back in stock.

What is the Best By Date for cosmetics products?
European Union Regulation no. 1223/2009 stipulates that if a cosmetic product has a shelf life of more than 30 months, it is not necessary to indicate the expiry date: this applies to all products in our e-shop.
However, the expiry date must be indicated in the months following the opening of the product.
This indication applies to all cosmetic products, with a few exceptions (single-use products, products without expiration date).
The symbol PAO (period after opening) is the same in all countries of the European Union – an open cap with the numbers and the letter M (months) for how long the product is valid after opening.
We make deliveries from manufacturers several times a month to ensure that only the latest and freshest products reach the customers.

What should I do if I have received an incorrect or defective item?
If you have received an incorrect or product damaged during transportation, please contact us immediately by e-mail: info@theo.lv, adding the order number and photos of the received product, so that the situation can be resolved faster.

Can I cancel my order?
If you have changed your mind or made a mistake in your order, please write to us immediately via info@theo.lv
If order has not been processed yet, we can make changes of cancel it altogether.
After order has been handed off for delivery it cannot be cancelled.
If you cancel your order after shipment, the money will be refunded when the shipment returns to our warehouse.
You will receive a refund for your order minus the shipping costs.

Is it possible to purchase goods with cash-on-delivery?
No, we do not offer cash on delivery. Only paid orders are shipped.

Is it possible to purchase a gift card?
Yes, you can purchase an electronic gift card from us starting at €20. You will receive it by email within 1 day. An electronic gift card is a great option if you need a gift urgently or want to congratulate someone remotely.
You can purchase gift cards here

Is it possible to leave feedback on the goods?
Yes, in the e-store it is possible to rate and leave a review for each product. You must provide your name and email (email is not publicly visible). Click on the specific product you want to leave a review for, click on the “reviews” section and leave a 5-star rating, as well as a comment.
The review you leave may not be visible immediately because it needs to be manually approved. Every month, we draw a €20 gift card among the reviews left, and we will contact the winner via the email address provided when leaving the review.
All customer reviews, both positive and negative, are approved, as long as they are not offensive, contain profanity, or advertise on other websites.

How do I know that the products are original?
All products are purchased only from official brand representatives and authorized suppliers in the European Union.
This is especially true for South Korean cosmetics, which we purchase through EU partners, which means:

• products are registered in the EU Cosmetics System (CPNP)
• they meet all European Union safety and quality requirements, which are among the strictest in the world
• The composition, labeling and documentation are verified and legal for sale in the EU.