Exchanges and returns
Within what time frame can I exchange or return a product?
Our company applies a 14-day right to withdraw from the contract. The deadline is met if you send the goods back before the end of the 14-day period. Sheila reserves the right to refuse returns that are reported or dispatched after the above-mentioned period.
The seller will refund the payment for the returned goods no earlier than after receiving the goods back or after receiving proof of dispatch from the consumer – depending on which of these events occurs first.
If we do not receive the returned goods or proof of dispatch within 14 days from the withdrawal from the contract, it is deemed that the obligation to return has not been fulfilled and the consumer loses the right to a refund.
Sheila reserves the right to refuse returns that are reported or dispatched after the above-mentioned period.
The InPost return code is valid for 14 days from the moment it is generated. Please remember that it has nothing to do with the deadline by which the parcel can be sent or the date of delivery of the parcel from the customer.
What costs do I incur in relation to the goods I want to return?
The only cost you will incur for returning the goods is the cost of delivering the parcel to our company address:
SHEILA S.C., ul. Poznańska 4a, 64-115 Wilkowice, Poland.
How do I return the goods?
Each parcel sent by us contains proof of purchase in the form of a receipt and an information form attached to it, including a return form.
You must fill in the return form, clearly entering your personal details, order details and the bank account number to which you would like to receive the refund.
If you have an account in our online store, you can generate a return request yourself and monitor the shipment until it is delivered to us.
The goods, packed in the original packaging together with the return form and proof of purchase, should be sent back to our company address.
What is the return process?
From the date we receive your return and accept it, the company undertakes to issue the refund within a maximum of 14 days. The refund can only be made by bank transfer.
In what situations can I not return the goods?
The following goods are not eligible for return: goods made to special order.
Returned goods should be in a condition that does not go beyond what is necessary to establish the nature, characteristics and functioning of the item – i.e. they may be tried on, but must not show signs of use, dirt, damage, odours, etc.
The seller reserves the right to reduce the amount of the refund if a decrease in the value of the goods is found as a result of improper use by the consumer. In the case of significant damage or permanent staining, the refund amount may be reduced by up to 100%.
How can I return my order if I do not live in Poland?
Sheila is an international company, therefore returns from other countries are also possible. The cost is borne by the sender.
Is it possible to return goods received as a result of an exchange?
Yes. The return procedure is exactly the same as if the product were being returned for the first time.
How do I submit a complaint if I received a defective product?
The quickest way to submit a complaint and have it processed is to send us a short description of the defect or how it occurred, along with photos, to our e-mail address: kontakt@sheila.pl
Send the goods back to us in the original packaging together with the completed Return Form and proof of purchase. The complaint will be processed within 14 days from the date we receive the parcel.
Note! If the required documents are missing, i.e. the form and proof of purchase, the parcel will be immediately sent back to you at your cost.
Which products are not covered by complaints?
Products that show signs of normal wear and tear are not subject to complaint. Mechanical damage (such as abrasions, scratches, torn-off decorations, zippers, elastic bands, etc.), as well as damage resulting from lack of or improper care, are not subject to complaint either. The same applies to products that have been used contrary to their intended purpose and discolouration of clothing or accessories resulting from the use of natural materials (e.g. leather).
What are the conditions for submitting a complaint?
Only items that are originally defective are subject to complaint. Sheila reserves the right to be liable to the consumer for product defects for a period of 1 year from the date of delivery of the product. Sheila is liable under the statutory warranty for physical defects that existed at the time the risk passed to the customer or result from a cause inherent in the sold product at that same time. A physical defect consists in the non-compliance of the sold product with the Sales Agreement.
Legal basis: Civil Code of 23 April 1964 (Journal of Laws No. 16, item 93, as amended).
How can I exchange goods?
If you ordered a product and it turned out, for example, to be too small and you are interested in ordering a larger size, or you want to exchange the product for another one, please use the return procedure and place a new order. At Sheila, an exchange consists of returning the selected product and placing a separate order.
If you want to speed up the shipment of the replacement product, please contact us at: kontakt@sheila.pl
Return form:
https://sheila.iai-shop.com/data/include/cms/FORMULARZ_ZWROTU_TOWARU.pdf
Complaint form:
https://sheila.iai-shop.com/data/include/cms/formularz_reklamacyjny_rekojmia.pdf
