Business conditions and Complaints procedure
Supply of goods
I use Slovak Post to deliver your packages. If you need the goods urgently, please write to me and I will do my best to ensure that the goods arrive at the time you need.
I ship worldwide.
The amount of postage is 3.50 EUR.
Slovenská pošta guarantees delivery within 1-2 days, but no later than the third working day after the day of submission. All shipments sent via Slovenská pošta are sent once a week.
If the goods or the notice of deposit at the post office were not delivered to you within 7 days of receiving our order status email, please contact your delivery mail and us.
We will provide you with more detailed information about your package and possible reasons for non-delivery after verification.
Delivery time may be extended for the following reasons:
incomplete data from the customer
other obstacles preventing the order from being processed
As far as shipments abroad are concerned, the delivery time depends on the state. When sending to the Czech Republic, it is max. 5-7 days.
Order cancellation / Return of goods
The Consumer's right to withdraw from the contract
If the purchase contract is concluded by means of distance communication (in the online store), the consumer has the right to withdraw from the contract within 14 days of receipt of the goods. In this case, the consumer contacts the seller and preferably states in writing that he withdraws from the contract, stating the order number, date of purchase and account number for the refund. The money can also be returned in cash at the company's headquarters. Withdrawal from the contract must be delivered no later than the last day of the 14-day period. In special cases, the return period may be extended, depending on the circumstances, but not longer than 30 days from delivery.
MODEL of withdrawal from the contract:
Seller: Eva Vokounová - Vivien Esme, Trojičné nám.7, Trnava, 91701
I hereby declare that I am withdrawing from the contract for the following goods:
Order date:
Name and surname of the consumer:
Consumer address:
A date:
However, this provision of the law cannot be understood as an opportunity to borrow goods free of charge. If the consumer exercises the right to withdraw from the contract within 14 days of taking over the performance, he must give the supplier everything he has received under the purchase contract. If this is no longer possible (eg the goods have been destroyed or consumed in the meantime), the consumer must provide monetary compensation in return for what can no longer be issued. If the returned goods are only partially damaged, the seller may claim damages from the consumer and set off his claim against the returned purchase price. In such a case, the seller is obliged to prove the damage. In this case, the seller returns only the reduced purchase price to the consumer. In addition, the seller may offset his actual costs incurred in returning the goods (transport costs, etc.) to the purchase price to be returned to the buyer.
The consumer does not have the right to withdraw from the contract, in the case of contracts:
For the delivery of goods adjusted according to the buyer's wishes - tailored to the buyer.
How to proceed when returning goods:
Prepare the shipment as described below.
Send the goods that you will send back to the address as described below to the carrier of your choice.
How to prepare the shipment
The shipment must be complete (including accessories and all documentation) and in the condition in which you received it upon delivery. Attach proof of purchase to the goods. Please always use wrapping paper or cardboard so that the original packaging cannot be pasted, labeled or otherwise degraded during transport. Do not send the goods on delivery, we recommend that you insure the goods. The money will be returned to your bank account (don't forget to mention it), usually within 30 business days of receiving the shipment. In case of return of the goods, the amount will be reduced by shipping costs (does not apply to complaints!).
Complaints
If the goods you received from us are damaged or non-functional, follow the complaint procedure. Return of goods due to withdrawal from the contract is described in point 6 of the Terms and Conditions.
Return policy
The products to which the right to make a claim applies must be handed over for assessment as soon as the defect is found, must be clean and with the appropriate documents and a description of the defect, or a marked place of the defect.
How to proceed
In case of a complaint, you can choose two options, follow the description below: Send the product to the address - "Eva Vokounová - Vivien Esme, Trojičné nám.7, Trnava 91701". Shipping is paid by the seller. Contact us as soon as you know when and where we will be able to pick up the shipment. The shipment must be complete (including accessories and all documentation) and in the condition in which you received it upon delivery. Attach proof of purchase to the goods. Please always use wrapping paper or cardboard so that the original packaging cannot be stuck, labeled or otherwise degraded during transport. Do not send the goods cash on delivery, in which case the goods will not be accepted. We recommend that you insure the goods. The goods must be properly packed for transport so that they are not damaged. Defective or damaged goods will be replaced or the purchase price will be refunded. The goods must be accompanied by all documents that the buyer received with the goods, such as receipt, warranty card and others. The seller does not accept liability for damage resulting from the operation of the products, functional properties and damage from improper use of the products, as well as damage caused by external events and improper handling. Defects of this origin are not covered by the warranty provided either. If the manufacturer provides a longer warranty, it is listed with the goods in the catalog. Dismissed complaints may be subject to complaint costs and handling fees. You will be informed about the handling of the complaint by e-mail or SMS. As with the delivery of the order, you will be informed about the shipment of the package and the delivery date. Thank you for taking the time to read the terms and conditions.
Yours, Vivien Esme
Business conditions are valid from March 2, 2017 until further notice. Information for buyers: in the event of a change in the terms and conditions, the terms and conditions that were in force on the date of purchase are valid.
Supervisory authority:
SOI Inspectorate for the Trnava Region
Trhová 201
Trnava 1 91701