FAQ

Yes, the data can be modified or deleted by the user.

Primarily on the main page, in the field Recipient of the order you need to choose the prisoner to whom you wish to order. The conditions of the successful parcel delivery are prescribed by the law. The system checks the validity of the individual code registered by the user, respectively whether if the prisoner with the assigned code is entitled to receive parcels (i.e. the monthly limit, prescribed by the law is not exceeded, has permission for parcel delivery, is not under communication restriction, etc.). In the event that the conditions prescribed by the law are not met the system will not permit the placement of the order. However in case that the permissions are in order the system enables the compilation of the parcel.

The prisoners’ active contacts assigned to the profile can be found in the field Recipient of the order. The person whose name is in bold letters is not under restriction, a parcel can be ordered for him/her. In the case of the person whose name is with paler letters legal obstacles have emerged in the course of the parcel order. The system will also indicate that briefly beside the name. The expression There is no valid parcel permission beside the name of the contact will be written by the system if the prisoner has already exhausted the monthly frame of parcel reception or perhaps serving his/her solitary confinement (following the serving of the time of solitary confinement a parcel can certainly be ordered again, the system automatically monitors that.) The expression Communication restriction means communication restriction ordered by the court or the prosecutor, primarily in the case of pretrial detainees.

Please take a look at the Parcel Compilation submenu option under the Customer Service menu option in the upper menu bar of the website, where we describe in detail the procedure of the ordering. Statutory regulations and the House Rules of the penal institution specify the types and amount of objects that can be kept by the prisoners. However it is important to note that in the system can only be paid by Visa and MasterCard bank cards irrespective of the country's bank issuing it. The purchase procedure of the webshop has been so structured that by finalization of the payment, the system - if the bank transfer option has been selected - automatically redirects the user to the bank transfer site where the information necessary for the transfer is clearly indicated and assists in the successful payment. It is important to note that if you wish to pay the parcel by transfer we consider the ordered parcel paid following the actual crediting of the amount of money sent by the transfer. The 3 working days will be counted from the day following the crediting. In addition it is also important to note that bank holidays and public holidays will not be included in the deadlines for the delivery periods of the parcels.

The webshop shall not process data related to the prisoner. It only stores data that are necessary for the registration and for the invoicing which are necessary for the procedure of parcel delivery and which were provided by the registered contact person. In the course of the use of the webshop the provision of personal data for the identification of the prisoner is unnecessary and prohibited.

The parcel can be maximum 5 kilograms.

Payment for the parcel that was ordered through the webshop is only possible online by way of bank card or bank transfer.

In the event that the payment has been successful, the system sends a feedback via e-mail to the customer, respectively on the relevant interface the summary of the order becomes available.

The invoice will be issued following the performance of the service, i.e. following the handover of the parcel. In principle the invoice shall be sent by electronic means to the e-mail address provided in the course of the registration in an electronic format (pdf), in addition the electronic invoice can be viewed on and downloaded from a certain, specific link as well. If so requested the invoice can also be inclusive of VAT. If so requested by the user it can also be sent to his/her registered address in paper form.

The prisoners’ active contacts assigned to the profile can be found in the field Recipient of the order. The person whose name is in bold letters is not under restriction, a parcel can be ordered for him/her. In the case of the person whose name is with paler letters legal obstacles have emerged in the course of the parcel order. The system will also indicate that briefly beside the name. The expression There is no valid parcel permission beside the name of the contact will be written by the system if the prisoner has already exhausted the monthly frame of parcel reception or perhaps serving his/her solitary confinement (following the serving of the time of solitary confinement a parcel can certainly be ordered again, the system automatically monitors that.) The expression Communication restriction means communication restriction ordered by the court or the prosecutor, primarily in the case of pretrial detainees.

It will definitely reach the recipient – if you buy the parcel for your relative through the webshop, you can rest assured that it will reach the recipient and will not be returned. There is no wrong recipient – the actual recipient will receive the parcel, there is no stray parcel. Cost-effective – lower parcel handling fee compared to the tariffs of the post office. Comfortable – you can order from the comfort of your home, and avoid the difficulties such as shopping and dispatching the parcel. Safe – the parcel may not contain an item or an object that is prohibited or dangerous. Risk-free - the parcel compiled on the interface of the webshop is always in compliance with the criteria prescribing the scope and quantity of the objects that is permitted to be possessed by the prisoners, thus due to the incompliance of the related rules parcel will not be returned. Nothing will be destroyed or deposited – the parcel shall only be compiled from products that can be kept by the prisoner. Unified stock – nationwide a unified stock and price levels are ensured for every penal institution, the former discrepancies no longer exist. More time for purchase – in order not to have shortages in the scope of the objects that the prisoners may possess, beside the one parcel per month, the penal institutions will pay particular attention to increase the time for purchase. Detailed information about the rules of sending money can be found under the submenu option General Rules of Sending Money under the menu option Customer Service.

The webshop shall not process data related to the prisoner. It only stores data that are necessary for the registration and for the invoicing which are necessary for the procedure of parcel delivery and which were provided by the registered contact person. In the course of the use of the webshop the provision of personal data for the identification of the prisoner is unnecessary and prohibited.

The relatives, according to the earlier practice, may, also in the future, send money for the prisoners specifically for the purpose of purchasing in the prison store. The advantage of such arrangement is that the prisoners in the course of the purchase may purchase from the entire supply of the goods of the store - including the tobacco products - respectively in this case no postal costs or parcel compilation fee will incur.

The operator, the management and supervisory bodies, the legal remedies can be found under the menu options, imprint and the customer service and the General Terms and Conditions.