FAQ - Frequently Asked Questions

We repair all brands and types of coffee machines - home, office and professional, with the exception of capsule coffee machines.

How much will it cost to repair a coffee machine?

The price of the repair and the necessary parts depends on several factors, such as the extent of the damage, the type of defect, the cost of spare parts and the labor intensity of the repair itself. We understand that the exact price is important to you, which is why we always proceed transparently. Before starting any repair, we will contact you to inform you of the exact price of the repair. We will then carry out the repair only after your approval, ensuring that you have full control over the costs. Your satisfaction and information are our priority.

How long will it take to repair your coffee machine?

The entire repair of a coffee machine usually takes up to 10 working days, depending on the complexity of the defect and the availability of spare parts. If the necessary part is not currently in stock, we will inform you immediately and agree on the next steps. We do everything we can to ensure that the repair is as quick as possible and that your coffee machine is returned to you in the shortest possible time, fully functional and ready for further use. Your satisfaction is our priority.

How does free coffee machine pickup work?

Free coffee machine pickup works simply and conveniently. Just fill out the service form, with the earliest possible date being the next business day. The coffee machine must be packed in a box so that it is sufficiently protected during transport. If you are sending the coffee machine from another city outside of Bratislava, we recommend that the box be carefully lined with protective material such as bubble wrap or newspaper to prevent damage during transport. We will take care of everything else – the pick-up and delivery of the coffee machine is hassle-free on your part.

Do I have to write/stick anything on the box?

No, you don't have to write or stick anything on the box. The courier or technician will get all the necessary information, such as the address and repair information, directly from the form you filled out on our website. So you don't have to worry about any additional steps when preparing the shipment. Just pack the coffee maker properly and make sure it is ready for pick-up on the agreed day.

How much will I pay if I do not want to repair the coffee maker?

The coffee maker immediately upon receipt undergoes diagnostics, which will allow us to accurately determine its condition and the necessary repairs. If, after determining the complexity of the repair, you decide not to service the coffee maker, the price for diagnostics will be €20 excluding VAT. This amount covers the costs of assessing the condition of the coffee maker. We will then return the coffee maker to you without performing any repairs.

How is payment made?

Payment for the repair of the coffee machine is made according to your choice in the order form. You can choose:

Payment in cash or by card directly at our facility.
Payment on delivery to the courier/technician upon delivery of the coffee machine.
Payment by bank transfer in advance, according to the details we will send you.

Do I need to do anything when my coffee machine arrives from the service?

When your coffee machine arrives from the service, it is important to check it immediately. Check that all accessories are complete and that it has not been damaged during transport. If you find any defects or damage, please contact us IMMEDIATELY so that we can resolve the situation immediately.

The coffee maker is cleaned and ready for use after repair, so it does not need to be rinsed. However, in some cases, air may be trapped during transport. If this happens, approximately 0.5 liters of water must be drained through the steam nozzle to remove the air and the coffee maker will start working properly.

How much does it cost to deliver a package abroad (e.g. to Vienna, Malta)?

Delivering a package to Vienna or Malta or elsewhere abroad can be more complicated, but we are constantly working to expand our services and launch new domains so that you can conveniently shop and receive products in countries other than Slovakia. You can currently use the following domains:

Our goal is to ensure that your parts reach you anytime, anywhere. If we do not yet operate in the country you are in, do not hesitate to write to us. If delivery is urgent for you, we can agree on an individual shipping method. Contact us at obchod@brocan.sk and we will be happy to help you.

How to correct an incorrect IČO/DIČ in an order?

If you have an incorrect IČO/DIČ in an order, please proceed as follows:

Correction of data - send us the correct IČO/DIČ or other billing data that is necessary for the correction. At the same time, we ask for the order number you received by e-mail so that we can make the correction as quickly as possible. Send the e-mail to obchod@brocan.sk

Confirmation of correction - after the correction is made, we will inform you and, if necessary, issue a corrected invoice with new data.

Agreement on further steps - if you need further steps (e.g. re-issuing an invoice), do not hesitate to contact us and we will assist you as soon as possible.

We try to make all orders run smoothly, so we appreciate you informing us about this problem as soon as possible.

How to check the status of your order? Why is my order late?

We understand that you are waiting for your order, and therefore we want to provide you with clear information about its status. Every day is a little different, and in some cases we experience delays from our suppliers, which can affect delivery times.

Our warehouse is not very large yet, so in some cases it may take a little longer to have the goods available. We often experience surges of orders, during which the product may not be in stock immediately. In such cases, we send you an email with information about the delay in your order. As soon as we have the goods available, we ship them immediately and inform you about the shipment so that you know that it is on its way to your home.

We are very sorry for any delays and bad reviews and we do everything we can to prevent them. However, in some cases, delays may be caused by factors beyond our control.

Thank you for your understanding and patience! Your Brocan team.