RETURNS AND COMPLAINTS

We make sure that buying a dress from our shop is a comfortable and secure experience for you. Below you will find detailed information regarding returns, cancelling your order, dresses made to your own specifications, and complaints.

1. TWO TYPES OF DRESSES – STANDARD AND CUSTOMISED

Our shop stocks both standard dresses and dresses made or altered to meet each customer’s individual requirements.

Standard dresses

A standard dress is a product offered in the version specified by us, without any individual alterations made at the customer’s request.

For example:

• a dress of the length specified in the description, e.g. 144 cm,

• standard size available in the range,

• standard colour or product variant,

• no individual design or dimensional changes.

When purchasing a standard dress (without any alterations), the consumer is entitled to the statutory right to withdraw from a distance contract, in accordance with the terms set out below.

Dresses made or altered to individual specifications

Some dresses can be made to the customer’s individual specifications, in particular by:

• a dress made to your own measurements,

• customised shortening of the dress to the specified length,

• adjusting the length of the dress to suit the customer’s height,

• carrying out customised dimensional alterations,

• other alterations made specifically at the customer’s request.

If the product is not prefabricated and is manufactured or modified in accordance with the Customer’s individual specifications, or is intended to meet her individual needs, the right to withdraw from the contract may be excluded pursuant to Article 38(3) of the Consumer Rights Act of 30 May 2014.

The Customer is informed, prior to the conclusion of the contract, that the right to withdraw from the contract does not apply in the case of a customised product.

Important: Simply placing an order for a standard dress does not automatically mean that the product is excluded from the right of return. The decisive factor is whether the product has been made or altered in accordance with the customer’s individual specifications.

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2. RIGHT TO WITHDRAW FROM THE CONTRACT – STANDARD DRESSES

If you are a consumer or a business operating as a consumer and you purchase a standard dress online, you have the right to withdraw from the distance contract within 14 days without giving a reason.

As a general rule, the 14-day period begins on the day on which you, or a person other than the carrier designated by you, received the product.

To meet the deadline, it is sufficient to send a notice of withdrawal from the contract before the end of the 14-day period.

You do not need to give a reason for the return.

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3. HOW DO I RETURN AN ITEM?

If you wish to exercise your right to withdraw from the contract for a standard dress, you may send us a notice of withdrawal in any unambiguous form.

You may use the withdrawal form provided at the bottom of this page, but this is not compulsory.

You can send your statement to the following email address:

domisol@dostrajamy.com

Once we have received your statement, we will confirm receipt if it was sent electronically.

Please then return the product to the following address:

Dominika Osak / Dostrajamy, 9b/62c Al.gen.Wł.Sikorskiego, 02-758 Warsaw

An organisational request regarding dispatch

Once you have notified us of your withdrawal from the contract, please send us a brief email stating the planned date of dispatch of the return parcel.

The message could read:

„I would like to inform you that I plan to post the parcel containing the returned product on [date].”

This information is for organisational purposes only and helps us to process your parcel efficiently.

Sending this message is not a condition for the effective withdrawal from the contract.

You do not need to wait for our authorisation to make a return, nor do you need to obtain approval for the return before posting the item.

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4. DEADLINE FOR RETURNING THE PRODUCT

Once you have withdrawn from the contract, you must return the product immediately, and no later than 14 days from the date on which you notified us of your withdrawal.

To meet the deadline, it is sufficient to post the parcel before it expires.

Please pack the product securely to ensure it is not damaged during transit.

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5. DRESS FITTINGS AND THE RIGHT TO RETURN ITEMS

You may try on a dress purchased online to the extent necessary to ascertain its nature, characteristics and functionality.

Trying on a dress in circumstances equivalent to those in which you would be able to examine the product in a high-street shop does not result in the loss of your right to withdraw from the contract.

However, we would ask that you take particular care whilst trying on the dress and do not use it in any way beyond what is necessary to check it.

If the product has been used in a manner that goes beyond what is necessary to ascertain its nature, characteristics and functioning, the consumer may be liable for any reduction in the product’s value resulting from such use.

This applies in particular where the dress has been:

• used during a ceremony or event,

• dirty,

• damaged,

• washed or cleaned,

• subjected to other procedures affecting its condition,

• used in a way that goes beyond simply trying it on.

Any liability may relate to an actual reduction in the value of the product resulting from improper or excessive use.

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6. COST OF RETURNING THE PRODUCT

In the event of withdrawal from the contract, the cost of returning the product to our shop is borne by the consumer, unless we have previously agreed otherwise.

The cost of the return delivery incurred by the Consumer is not a cost that is automatically refundable by the Seller.

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7. REFUNDS

In the event of a valid withdrawal from the contract, we will refund any payments received from you in accordance with the applicable regulations.

The refund covers, in particular:

• the price of the product purchased.

Refunds are made by bank transfer to the account number provided by the Consumer in the email notifying her of the refund.

We may withhold the refund until we have received the returned item.

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8. CUSTOM-MADE DRESSES – NO STATUTORY RIGHT OF WITHDRAWAL

The right to withdraw from the contract does not apply to products which are not prefabricated and have been made to the Customer’s individual specifications or are intended to meet her individual needs, in accordance with Article 38(3) of the Consumer Rights Act.

This applies in particular to situations where, prior to the product being manufactured, the customer requests a bespoke modification to it, for example:

• provides its own dimensions,

• indicates the individual length of the dress,

• requests that the standard length be reduced,

• asks you to adjust the length to suit your height,

• commissions other bespoke changes to the product.

Example

If the standard length of a dress is 144 cm, and when placing her order, the customer selects the standard 144 cm version – this is a standard product and, as a general rule, she is entitled to withdraw from the contract in accordance with the terms set out above.

However, if the customer requests that the dress be individual reduction from 144 cm to 140 cm, and as we are making this alteration specifically in accordance with her request, the product is prepared to the customer’s individual specifications.

In such a case, the statutory right to withdraw from the contract may not apply pursuant to Article 38(3) of the Consumer Rights Act.

The fact that a bespoke alteration is included in the price of the product does not, in itself, affect the right of withdrawal. What is important is that the product has been individually modified in accordance with the customer’s wishes.

Information regarding the specific nature of such a modification is provided to the Customer before the contract is concluded.

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9. IMPORTANT INFORMATION REGARDING PERSONALISED FITTING

If the product offers the option of having the dress made to measure, the customer will be informed, before placing an order, that selecting this option means the product will be made to her individual specifications.

An example of the information provided alongside the product:

„The length of the dress is tailored to the customer’s height on an individual basis. By choosing this option, you are commissioning the product to be made to your individual specifications. Consequently, in accordance with Article 38(3) of the Consumer Rights Act, you do not have the statutory right to withdraw from the contract.”

If the shop requires additional confirmation when placing an order, this may take the form of:

„I confirm that I am opting for the dress to be custom-made to the length I have specified, based on my height, and I acknowledge that the product will be made to my individual specifications and will not be covered by the statutory right of withdrawal.”

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10. WHAT HAPPENS IF A CUSTOMER CHANGES HER MIND BEFORE THE ORDER IS DISPATCHED?

If your order includes a personalised modification to the product and you wish to change or cancel it, please contact us as soon as possible.

If work on the customisation of the product has not yet begun, we may, depending on the circumstances, agree to amend the order.

Once work on a bespoke modification has begun, your options for amending or cancelling your order may be limited.

In the case of products made to individual specifications, the statutory right to withdraw from the contract referred to in point 8 does not apply.

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11. COMPLAINTS – NON-CONFORMITY OF GOODS WITH THE CONTRACT

Exclusion of the right to withdraw from the contract in the case of a personalised product does not mean that the right to make a complaint is excluded.

If the product purchased does not comply with the contract, the Consumer is entitled to the rights set out in the provisions concerning the conformity of goods with the contract.

A complaint may relate, in particular, to situations where the product:

• has a fault,

• does not correspond to the agreed description,

• does not meet the agreed specifications,

• was not carried out in accordance with the agreed specifications,

• was carried out contrary to the specific terms agreed for the order.

In the case of a bespoke dress, a complaint may also relate to a modification carried out in a manner that does not comply with the agreed terms.

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12. HOW DO I MAKE A COMPLAINT?

You may submit a complaint in any form that allows its content to be read.

To ensure your complaint is dealt with efficiently, we recommend that you send it to the following address:

domisol@dostrajamy.com

It is worth including the following in your application:

• first name and surname,

• order number,

• description of the problem,

• information on what the non-compliance relates to,

• the expected outcome of the case,

• product photographs – if they can help in assessing the report.

Providing the above information will facilitate and speed up the processing of your complaint; however, the omission of any of these details does not automatically result in the loss of your statutory rights.

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13. COMPLAINTS REGARDING CUSTOMISED PRODUCTS

Dresses made to individual measurements or altered at the Customer’s request are also subject to the Seller’s liability for the goods’ conformity with the contract.

If, for example, a customer has ordered a dress to be individually shortened to a specific length and the product has not been made in accordance with the agreed specifications, she may make a complaint.

The exclusion of the right to withdraw from the contract does not limit the Customer’s statutory rights relating to the non-conformity of the goods with the contract.

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14. COSTS RELATED TO A COMPLAINT

If the complaint is valid, the costs associated with bringing the product into conformity with the contract shall be borne by the Seller in accordance with the provisions of the applicable legislation.

The cost of returning a product under a standard withdrawal from the contract should not be confused with the costs associated with a valid complaint.

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15. TIME TAKEN TO PROCESS A COMPLAINT

We deal with complaints within the timeframes set out in the applicable legislation.

Once we have received your complaint, we may contact you to obtain further information or to arrange for the product to be sent to us for assessment, should this be necessary for the complaint to be dealt with properly.

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16. WHAT DOESN'T NEED TO BE INCLUDED WHEN RETURNING AN ITEM?

In the case of a statutory withdrawal from a contract relating to a standard product You do not need to give a reason for the return.

We do not require you to state why you have decided to withdraw from the contract.

You are, of course, welcome to provide the reason for the return if you wish to give us feedback on the product or the purchasing process.

Stating the reason is for information purposes only and does not constitute a condition for exercising your statutory right to withdraw from the contract.

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17. CONTRACT WITHDRAWAL FORM

CONTRACT WITHDRAWAL FORM can be downloaded here.

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18. CONTACT

If you have any questions regarding returns, complaints or having a dress made to measure, please contact us:

Email: domisol@dostrajamy.com

Telephone: +48 736 678 445

Returns address:
Dominika Osak / Dostrajamy, 9b/62c Gen. Wł. Sikorski Avenue, 02-758 Warsaw

We’d be happy to help you carry out the procedure correctly.

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This information relates to the statutory rights of consumers and business owners with consumer rights. In specific situations, the applicable legal provisions shall apply.