Returns and refunds

Returns (Right of Withdrawal)

You have the right to withdraw from the contract and return the purchased goods within 14 days of receiving the parcel, without providing any reason.

How to make a return? Step by step:

Prepare a statement: You can use our return form (download here: [LINK]) or write a handwritten statement containing the order number, your details, and your bank account number for the refund.
Pack the goods: Pack the returned products securely so they are not damaged in transit. Include the completed form (or handwritten statement) and proof of purchase in the package – an order number, receipt, invoice, or bank transfer confirmation is sufficient.
Send the package: Send the parcel back to our warehouse address (provided below). Please note that we do not accept "cash on delivery" parcels or parcels sent to parcel lockers (unless otherwise agreed). The cost of the return shipment is borne by the Buyer.

IMPORTANT – Condition of the returned goods and diminished value

You have the right to try on and inspect the product in the same way as you would in a physical store. The returned goods should have their original tags attached.

Please remember that you are liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods. We reserve the right to proportionally reduce the refund amount if the returned product is:

soiled (e.g., with foundation, antiperspirant),
carries odors (e.g., perfume, tobacco smoke, washing powder),
mechanically damaged or missing original tags.

Refunds

We will refund your payment without undue delay, and in any event no later than 14 days from the day we receive your declaration of withdrawal from the contract. The refund includes the cost of the purchased products and the cost of the cheapest standard delivery method offered in our store. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed to a different method that does not incur any fees for you. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods.

Address for returns and complaints

Please send parcels to the following address:

...
ul. ...
...
Phone for courier: ...

Complaints

All products available in our store are new. As a seller, we are liable for any lack of conformity of the goods with the contract existing at the time of delivery and becoming apparent within 2 years of that time.

In the event of a defect, you may first request a repair or replacement of the product. If this is impossible or requires disproportionate costs, you may request a price reduction or withdraw from the contract (refund).

Complaint procedure:

Inform us: Write an email to: ..., providing a description of the defect, your request (repair/replacement/refund), and (if possible) photos of the product.
Fill out the form: Complete the complaint form (download here: [LINK]) and attach it to the defective product.
Send back the product: Send the product back to the warehouse address indicated above. In the case of an accepted complaint, the cost of shipping the goods is borne by the Seller.

Processing time

We will respond to your complaint within 14 days of receiving it. We will inform you of our decision by email.

What is not covered by the complaint?

Complaints do not cover damages caused by the user or due to natural wear and tear, in particular:

mechanical damage (tears, snags, torn buttons, zipper damage resulting from the use of force),
damage resulting from improper care of clothing (washing at the wrong temperature, using inappropriate detergents, ironing at too high a temperature – contrary to the instructions on the care label),
natural wear and tear of the material (e.g., pilling of wool or knitwear, which is a natural characteristic of these materials),
discoloration of clothing resulting from the use of perfumes, deodorants, or exposure to sunlight,
discomfort of footwear or clothing resulting from a poorly chosen size (if the product dimensions match the size chart).