Frequently asked questions

Open «My order» and enter your e-mail, phone and order number. The number starts with «#» and is in the subject and text of the e-mail «Order #1234 received». We also send an e-mail at every step with a «View order» button.

The status shows the step your order is at: received, confirmed, ordered from the supplier, arrived at our warehouse, payment received, ready for pickup or handed over for delivery, delivered. The «Order status» page has a table: what each step means, what we e-mail and whether you need to do anything.

Until you pay, you can change the payment method yourself in «My order», and the change is instant. Cash is available to private customers who collect in the shop or get delivery with our van; choosing bank transfer, you get the invoice right away if the item is already in stock. For purchases from 50 € you can apply for ESTO instalments.

Until the order is handed over for delivery, send the change in «My order». When you change the delivery method or address, you see the new delivery price at once; we confirm the change and the new day by e-mail. If the parcel is already with DPD, you can reschedule it via the DPD SMS link.

In «My order» press «Withdraw from the purchase» and we send a confirmation with the date and time by e-mail. If the order is not paid yet, you pay nothing. If it is paid, we refund within 14 days by the same payment method; more on the «Returns» page.

If the item is in our warehouse, we send the invoice after confirming the order; if it has to be ordered from the supplier, when it arrives at our warehouse. We e-mail the invoice and the delivery note as PDF, and you can download them at any time in «My order». The documents are electronic and valid without a signature; paying cash, you get a till receipt. More: «Purchase documents».

Check your spam folder and that the e-mail in the order is correct. If there is still no message, write on WhatsApp or call +371 22059100 and we will send it again. You can always see the order in «My order».

No. You can order without an account and see the order in «My order» with your e-mail, phone and order number. If you create an account, it shows all your orders. To correct or delete your data, write to 1store@mercurius.lv; more in the privacy policy.

Pickup in our shop at Rēzeknes iela 3A, Riga, is free. With our van in Riga and around: up to 5 km 20 €, up to 12 km 25 €, up to 20 km 40 €. Elsewhere in Latvia we deliver with DPD to the building door, and the price depends on the postcode, size and weight. The exact price for your address is shown on the product page and in the order; more on «Delivery».

If the item is in stock and you order on a working day, we deliver in Riga the same day: up to 12 km when ordered by 17:00, 12-20 km when ordered by 12:00. With DPD: if you order by 14:00 and pay the invoice by 14:30, we hand the parcel to DPD the same day and DPD delivers in 1-2 working days. Items «Available to order» usually reach us in 2-5 working days.

When you order on a working day by 14:00, we send the invoice at once if the item is in stock. If payment arrives by 14:30, we hand the parcel to DPD the same day, otherwise on the next working day; DPD delivers within 1-2 working days. We e-mail the tracking number and link, and DPD sends an SMS with a 1-hour delivery window.

Yes. With our van we carry a large item in for 10 € per floor, or 5 € per floor if you help; if it fits in the lift, the price is as for one floor. Small items are carried in free. With DPD, carry-in is available across Latvia for items up to 80 kg and 220 cm, without a lift up to the 5th floor. You see the price in the order form.

Measure the doorways, corridors and lift, and clear the way to where the appliance will stand. If we take the old appliance, disconnect it from power and water and empty it beforehand, and defrost a fridge or freezer. We agree the delivery time by phone.

At Rēzeknes iela 3A, Riga, on working days 11:00-18:00, free of charge. Items «Available now» are ready within 1 hour of ordering; come when you get the e-mail «Ready for pickup». You can inspect the item before paying.

We agree the delivery time by phone, and DPD sends an SMS with a 1-hour window in which you can reschedule. Someone else at your address can also accept the item. A repeat delivery when nobody is available is a paid service.

Check the box and the item with the courier present. Note visible damage in the acceptance record or refuse the item, take photos and do not install a damaged appliance. Write to 1store@mercurius.lv or on WhatsApp with the order number and photos or a video; in this case you bear no costs.

You can withdraw from an online purchase within 14 days of receiving the item without giving a reason; for several items, from the last delivery. Press «Withdraw from the purchase» in «My order» or write to 1store@mercurius.lv in free form or with the withdrawal form. After notifying us, return the item within another 14 days; more on «Returns».

You can bring the item to Rēzeknes iela 3A, Riga, send it with a courier, or ask us to collect it in Riga and around for the delivery price (20, 25 or 40 €) plus carrying out. The return costs are paid by the buyer. If the item is defective or not as described, you bear no costs.

Yes. You may unpack and test the item as you would in a shop: look at it, switch it on and check that it works. If it was used more than needed for testing, you keep the right to withdraw, but we reduce the refund proportionally and send you photos and the calculation. Fees for carrying in, installation or connection already provided are not refunded.

No later than 14 days after the withdrawal notice, by the same payment method. If you bring or send the item yourself, we refund once it arrives or you show the shipping receipt. We also refund the standard delivery fee; for an ESTO purchase the refund goes through ESTO.

Write or call us, or book the repair directly at the manufacturer's authorised service in Latvia: both ways are correct. Have the invoice or order number, the model and serial number, a description and photos or a video ready. For large appliances the service technician usually comes to your home; if the repair fails, we solve it. Service list: «Warranty».

The legal guarantee is the seller's liability: we are responsible for the item's conformity for 2 years from delivery, and in the first year a defect is presumed to have existed at delivery. Report a defect within 2 months of noticing it, and we answer in writing within 15 working days. The manufacturer's warranty is an extra promise with its own terms, for some models longer than 2 years, and it does not limit your legal rights.

We do not ask for prepayment: you pay when the item is ready for pickup or shipping. You can pay by bank transfer against an invoice, in cash or by instant payment in the shop, in cash to our courier, or with ESTO. Prices are in euro with 21 % VAT; more on «Payment».

We do not accept bank cards at the moment. You can pay by bank transfer, in cash or by instant payment in the shop, or with ESTO.

We e-mail the invoice when the order is confirmed and the item is in our warehouse. Pay using the invoice details; when the money arrives, we send the e-mail «Payment received» and prepare the item. If we deliver with our van, the invoice covers the goods, and private customers pay the delivery and service fees to the courier in cash.

Yes, in the shop at Rēzeknes iela 3A and to our courier in Riga and around. The DPD courier does not accept cash, and companies pay only by bank transfer. Paying cash, you get a till receipt.

In the order choose ESTO 3 (for items with this label, 3 equal payments every 30 days) or ESTO instalments for purchases from 50 € over 6-60 months, fill in the application on the ESTO website and sign the contract with Smart-ID. ESTO makes the decision; if it declines, choose another payment method in «My order». Borrowing costs money. Examples: «Payment».

Enter the company details in the order and we issue the invoice to the company. Companies pay only by bank transfer, and delivery and services are included in the invoice. For VAT payers, goods from the list in Article 143.¹ of the VAT Law are invoiced under the reverse charge (we check the VAT number in VIES).

Not without your consent. The order total is fixed when the order is confirmed and nothing is added later. If changes are needed, for example non-standard carrying in or installation, we make them only after you approve.

Yes. We do not process bank card data because we do not accept cards: you pay by transfer in your own bank against an invoice, in cash on receiving the item, or with ESTO, where you sign the contract on the ESTO website with Smart-ID. Invoices are issued by Mercurius Trade SIA (reg. No. 40203063532), in business since 2017.

In Riga and around, up to 20 km from our warehouse, our technicians connect washing machines (60 €), install built-in dishwashers (from 70 €), build in fridges (from 120 €) and reverse fridge doors (from 20 €). The price includes delivery up to 12 km, 12-20 km costs 15 € extra. The services are for appliances bought at 1Store.lv; more on «Installation».

Delivery up to 12 km, carrying in by lift, disconnecting the old machine and taking it for recycling, and connecting the new one to an existing water tap and drain with the hoses from the box. The technician removes the transport bolts and levels the feet. Without a lift, floors cost extra, and new taps or drains are plumbing work not included in the service.

Free access to the installation spot, working water and drain connections and a socket, measured doorways and niche. Disconnect the old appliance from power and empty it, and defrost the fridge. If the conditions differ from what was described, the technician tells you before starting, and nothing extra is done without your consent.

Yes, recycling is always free. When we deliver with our van, we take the old appliance at the building entrance free of charge, or carry it out of the flat for 50 % of the carry-in price. You can also bring it yourself to Rēzeknes iela 3A, gate 7, on working days 7:00-19:00, even without a purchase. The DPD courier does not take old appliances; more on «Recycling».

«Available now» means the item is in our warehouse in Riga, and you can collect it in the shop within 1 hour of ordering. «Available to order» items are ordered from the supplier for you: usually in 2-5 working days, at the latest in 14 working days. We confirm the date within 1 working day, and you pay nothing until the item is in our warehouse.

Items «Available to order» are brought to us by the supplier, who sometimes changes the date. We e-mail the new date at once, and it is shown in «My order». If it does not suit you, we offer an equivalent item or cancelling the order.

Compare the height, width and depth in the product specification with the doorways, corridor, lift and the spot where the appliance will stand. For built-in appliances also compare the niche dimensions and leave room for opening the door and for ventilation, as the manufacturer specifies. If in doubt, send the measurements or photos on WhatsApp and we will help you choose.

Yes. We buy all products from manufacturers or their official distributors and only for the Baltic market: with European specification, plug and languages. That is why every product has a manufacturer-authorised service in Latvia. We do not sell parallel imports or products without the manufacturer's warranty; more on «Warranty».

On the product page: the class is shown next to the product, and the specification section «Energy consumption» also lists the annual consumption and noise level. The specification also shows the minimum warranty period from the EU product database EPREL.

The manufacturer defines what is in the box, and it is listed in the manual and the manufacturer's description. Washing machines come with an inlet and a drain hose for connecting to an existing tap and drain. New taps, drains or sockets are not in the box and not part of installation. If unsure, ask us before ordering.