Returns and complaints

How long do I have to return an online purchase?

You may withdraw from the contract within 14 days of receiving your parcel without giving a reason. Notify us of your withdrawal via your customer account next to the order or at atelier@ladavyvialova.cz, stating the order number and the items being returned. Then send the goods back within 14 days of withdrawal. We will confirm receipt of your withdrawal by email.

Where do I send returned goods?

Send returned goods to Lada Vyvialova Creative Platform s.r.o., Boženy Němcové 1238, 742 58 Příbor. First notify us of your withdrawal from the contract, stating the order number and the items being returned. You bear the cost of return postage. We do not accept cash-on-delivery parcels. Keep your proof of postage in case it is needed.

Can I also return a model made to order?

A model made to order in a standard size carries the same right of withdrawal as an in-stock model. The exception may be goods adjusted to your individual requirements, for example a cut or length altered to measure. We will point this out to you before confirming the order. That is why we always distinguish between a standard order and an individual adjustment.

In what condition should returned goods be?

You may try the goods on as you would in a physical shop. Return them undamaged, unworn and, where possible, in the original packaging.

When will I get my money back?

We will refund the returned goods within 14 days of your withdrawal from the contract, using the same payment method you used. We may withhold the refund until we have received the goods back or you have provided proof of posting them, for example a postal receipt.

How do I exchange a size?

First write to atelier@ladavyvialova.cz and include your order number. Please arrange an exchange for a different size with us before sending anything back.

How do I make a complaint about a defect?

You may notify us of a defect within 24 months of receiving the goods. Write to atelier@ladavyvialova.cz with your order number, a description of the defect and a photograph. You may also make a complaint in person at the atelier at Boženy Němcové 1238, 742 58 Příbor, by prior arrangement by email. We will confirm receipt of your complaint in writing, settle it without undue delay and within 30 days at the latest, and inform you of the outcome by email.

What can I ask for when making a complaint?

Depending on the nature of the defect, a free repair or delivery of a new piece; if that is not possible or the defect recurs, a reasonable discount or withdrawal from the contract. Complaints do not cover wear from normal use or damage caused by incorrect care, so please follow the instructions on the label. Details are set out in the terms and conditions, Article 7.