1. Introduction. Welcome to our online store “Cilk”. Registered Company info:
"AMBV" Kalwaryjska 69/9, 30-504 Kraków, Poland
Tel.: (+48) 518-295-102
NIP: 9442281779; REGON: 525040852
These terms and conditions govern your use of our website and your purchase of products from us. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
By accessing our website, you agree to be bound by these terms and conditions. If you do not agree with any of these terms, please do not use our website.
Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products and services to you.
2. Order Acceptance and Fulfillment. All orders placed through our website are subject to our acceptance. We reserve the right to refuse or cancel any order at any time for any reason. In the event that we cancel an order, we will notify you as soon as possible and issue a full refund.
3. Product Availability. All products are subject to availability. In the event that a product is out of stock or unavailable, we will notify you within 1-2 business days and provide you with a full refund or offer you an alternative product of equal or greater value.
4. Pricing, VAT and Payment. All prices displayed on our website are in Polish Zloty or Euro. Prices are subject to change without notice. Our company is not registered for VAT and does not charge VAT on its sales. Therefore, we do not issue VAT invoices.
Payment is required at the time of purchase and can be made by credit card or other methods specified on our website. We use a secure payment gateway to process all payments and do not store any credit card information.
5. Shipping and Delivery. We aim to process and dispatch all orders within 1-2 business days of receiving payment. Delivery times may vary depending on your location and shipping method selected. Maximum delivery time within Poland is 5-7 business days. We are not responsible for any delays or damages caused by the shipping carrier. If you do not receive your order within the estimated delivery time, please contact us and we will do our best to resolve the issue.
- Cilk silk products are shipped from Krakow, Poland.
- We offer FREE standard Shipping (via DPD Courier) in Poland on orders over 220zł.
- Orders take 1-2 business days for processing (after being placed online).
- Shipments take between 2-3 business days for Standard delivery within Poland.
- On orders below 220zł we are offering a shipping rate of 11,99zł.
- We are currently only offering shipping in Poland but will be adding more European Union countries to our Delivery list soon.
- In case of pre-sale items, the delivery time will be communicated on the product page.
- Return shipping costs are the responsibility of the Customer.
Please refer to our Shipping & Returns page for complete information.
6. Returns, Refunds and Exchanges. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return the product(s) within 14 days of receiving them for a full refund, provided that the product(s) are in their original condition and packaging.
In accordance with the Act on Consumer Rights of 30 May 2014 (Journal of Laws of 2014, item 827, as amended) - a consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving a reason and without incurring costs, with the exception of the costs indicated below. We do not accept returns or exchanges of products that have been used, washed or damaged.
Return shipping costs are the responsibility of the Customer. Please write to us at info@cilkbrand.com to start your return process.
Returns
We accept returns for any reason within 14 days of delivery. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it. You will be responsible for paying the shipping costs to return the item to us.
IMPORTANT: Please note, we are not able to offer returns on our silk Sleep Masks due to health protection and hygiene considerations. Thank you for your understanding.
Return shipping costs are the responsibility of the Customer. Please write to us at info@cilkbrand.com to start your return process.
We will provide you with instructions on how to return the item.
Refunds
Once we receive your returned item, we will inspect it and notify you that we have received it. We will also notify you of the approval or rejection of your refund.
If your refund is approved, we will initiate a refund to your original method of payment. Depending on your bank or credit card company, it may take up to 14 business days (after your return is approved) for the refund to appear on your statement.
Please note that the shipping costs for the original purchase are non-refundable. Also, we reserve the right to refuse any returns that do not meet our return policy guidelines.
Exchanges
If you would like to exchange an item, you will need to return the original item and purchase the new item separately. We do not offer direct exchanges at this time. Please contact us and we will come up with the best exchange item and delivery method for the repurchase.
If you have any questions about our Returns & Refunds Policy, please contact us at info@cilkbrand.com or simply fill out Contact Us form on our website.
See our Returns & Refunds page for more information.
7. Complaints:
- Contact Customer Support over e-mail: info@cilkbrand.com
- Explain your complaint clearly and provide any relevant details such as your:
- order number,
- product details, and
- the specific issue you encountered.
- Provide supporting evidence. This could include images of damaged items, incorrect products received, or any other evidence that supports your claim.
Complaint Handling Process:
• Our customer support team will acknowledge your complaint within 14 days, confirming its receipt and providing you with a reference number for future correspondence.
• We will thoroughly investigate your complaint and strive to provide a resolution within 14 days.
• If additional time is needed for a complex issue, we will keep you informed of the progress and expected resolution timeframe.
• Our goal is to resolve complaints in a satisfactory manner, considering the nature of the issue and the rights of both parties involved.
8. Cancellations. Customers have the right to cancel their order before it has been shipped. To cancel an order, you should contact Customer Service info@cilkbrand.com with your order details. If the order has already been shipped, the return policy will apply.
9. Third-Party Links
Certain content, products and Services available via our service may include materials from third parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third parties. We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
10. Intellectual Property. All content on our website, including but not limited to text, graphics, logos, images, and software, is the property of our company or our suppliers and is protected by copyright and other intellectual property laws. You may not use, reproduce, distribute, modify, or create derivative works of any content on our website without our prior written consent.
11. Limitation of Liability. We will not be liable for any damages, including but not limited to direct, indirect, incidental, or consequential damages arising out of your use of our website, or the products purchased from us. Our liability shall be limited to the purchase price of the products sold to you.
12. Governing Law and Jurisdiction. These terms and conditions shall be governed by and construed in accordance with the laws of Poland. Any disputes arising out of or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Poland.
13. Modifications. We reserve the right to modify these terms and conditions at any time without notice. Any changes will be effective immediately upon posting on our website. Your continued use of our website and your purchase of products from us after any changes to these terms and conditions will constitute your acceptance of such changes.
14. Contact Information. If you have any questions or concerns regarding these Terms and Conditions, please contact us at info@cilkbrand.com
