Complaints
Product complaints
In the online store KASIA OSTAPOWICZ, we offer only new, unused, and high-quality products covered by 24-month warranty. However, if the product you purchased does not meet your expectations or it is defective, we encourage you to submit a complaint.
To file a complaint:
1️. Send a complaint form with photos of the product defects to info@kasiaostapowicz.com with the note “Complaint”.
2️. After receiving the opinion from the Customer Service Department, send the product in question in a box together with the printed and completed form to the following address:
KASIA OSTAPOWICZ – Reklamacja
Al. Kościuszki 120/47
90-446 Łódź
tel. kontaktowy + 48 693 060 339
Grounds of product complaints
A complaint can only be accepted if the damage to the product is due to a manufacturer’s defect and not improper use. The complaint does not concern:
- natural overwear of goods,
- mechanical damage,
- improper fit,
- self-made repairs,
- use contrary to its purpose,
- improper maintenance/care or lack of it,
- external factors (e.g. deformation or ungluing caused by drying shoes near a radiator),
- machine washing of footwear,
- differences in the color and structure of the leather resulting from its natural properties,
- dyeing occurring in shoes with naturally colored lining.
Consideration of complaint
- Each complaint is dealt with immediately, within a maximum of 14 days of its receipt.
- You will receive information about the decision regarding your complaint to your e-mail address.
If your complaint is granted, we will propose:
– its repair,
– exchange of goods,
– lowering the price of the product,
– payment refund.
The refund will be made in the same way as the payment for the order was made, or to the indicated bank account. It will not be later than 14 days from the date of filing the complaint.
If your complaint is rejected, we will send you the goods back with justification.
IMPORTANT
– We do not accept cash on delivery or collection points. (e.g. Parcel lockers)
– The cost of returning the complained product is borne by the buyer; if the complaint is accepted, the shipping costs will be refunded.
– Please carefully secure and pack the parcel so that it does not get damaged during transport.
RETURNS
If for any reason the product you ordered does not meet your expectations, you have the right to return or exchange within 14 calendar days of receiving the shipment.
To withdraw from the contract and return the product, make sure that:
– the product is complete, undamaged and unused,
– has all the security elements that were on it at the time of receipt,
– was used solely for the purpose of verifying its nature, characteristics and functions,
– is sent back in its original packaging.
If the above conditions are not met, the return of the product and withdrawal from the contract will not be possible.
Please include a completed returns form with your shipment and send it to:
KASIA OSTAPOWICZ – ZWROT
Ul. Akacjowa 5/1, 59-170 Przemków
tel. kontaktowy. 693060339
RETURN COSTS / WAITING TIME
- Refunds will be made within a maximum of 14 days from the date the return shipment arrives at our warehouse.
- The form of refund depends on the payment method selected when placing the order.
The cost of returning the goods is borne by the customer.
The refund of shipping costs incurred when purchasing (i.e. shipping from us to you) is possible up to the amount of the cheapest shipping available in the store www.kasiaostapowicz.com
If a more expensive shipping method was selected when ordering, the difference will not be refunded.
EXCHANGE
We know that purchasing shoes online can be a challenge, which is why we offer a one-time, free exchange for a different size or color.
Exchange conditions:
– Exchanges only apply to products of the same price.
– Shipping of the replaced product from our warehouse to you is done at no extra charge.
– To check product availability, please write to us on info@kasiaostapowicz.com.
– If the new product has a different price, please return your order and place a new one.
Exchanges are not possible for orders shipped outside of Poland.
You have 14 calendar days to return your order – for both online and stationary purchases.
