Complaints
If you notice a defect in a product — submit a complaint. We process it within 14 days.
How to submit a complaint?
- Write to [email protected] with your order number, a description of the defect and photos.
- Pack the product and send it to: ul. Ppłk. Nilskiego-Łapińskiego 46, 18-100 Łapy with a carrier of your choice. You pay for the shipment; we do not accept cash-on-delivery parcels.
- Once received and checked:
- if the defect is confirmed — a replacement with a new item (if available) or a refund. We do not repair products under complaint.
- once the complaint is accepted, we also refund the shipping cost — based on the proof of payment you send us (e.g. the dispatch receipt).
What do we consider a product defect?
- uneven or unfinished seams,
- damage to the fabric not resulting from use,
- colours that do not match the product shown on the website,
- a damaged or faulty slider, zip or button,
- size differences exceeding standard tolerances (±2 cm).
We do not consider the following to be defects: slight differences in shade of natural fabrics (silk, linen) or natural creasing of the material.