Shipping and Returns

Personal Pick-Up

Personal pick-up is available at our studio Ovenecká 378/8, 170 00 Praha 7 po předchozí domluvě.
Zboží je připraveno k vyzvednutí po dobu 7 dnů.

Zásilkovna

Goods are shipped via the Zásilkovna delivery service. The shipping cost is displayed during the order process.
The seller is responsible for the goods until they are received by the buyer.

Payment

Payment is made online or according to the current offer of the e-shop.

Complaints Policy

  1. The buyer has the right to submit a complaint regarding defects in the goods within 24 months of receipt.
  2. Complaints must be submitted by email to: hilda.kolektiv@gmail.com , together with a description of the defect and a photograph of the product.
  3. The complaint does not apply to:
    – natural characteristics of handmade products
    – minor irregularities, color variations and material texture
    – fine glaze cracks and other common signs of handmade production
  4. The seller will decide on the complaint within 30 days at the latest.
  5. If the complaint is deemed justified, the buyer has the right to repair, replacement, or a refund.

Returns Within 14 Days

Eligibility for Return
The consumer has the right to return goods within 14 days of receipt, unless the item is an original artwork or a custom-made product.
Custom-made and original pieces cannot be returned (see General Conditions).

Contact Us Before Returning
Email: hilda.kolektiv@gmail.com
Phone: +420 731 442 294 / +420 608 090 928

Please provide:
– order number
– product name
– reason for return
– photograph of the product (if damaged)

Returning the Goods
Please send the goods in their original condition and packaging, if possible.

Return address:
Hilda z. s.  
Ovenecká 378/8  
170 00 Praha 7

We recommend sending the parcel with tracking to provide proof of delivery.

Return Shipping Costs
Return shipping costs are borne by the buyerunless the goods are damaged or faulty due to our fault.

Refund Process
Po obdržení zboží prodávající zkontroluje jeho stav.
Pokud je vrácení oprávněné, prodávající within 14 days of receipt, to the account from which the payment was made.
Prodávající si vyhrazuje právo snížit vrácenou částku, pokud bylo zboží poškozeno nebo není kompletní.

Damaged Goods Upon Delivery – What to Do

Check the package when it arrives
Do not accept the package if the packaging or goods are visibly damaged.

Contact us immediately
Send us an email at hilda.kolektiv@gmail.com and include: a description of the damage and photo of the package and the product.

Damage during shipping
If the goods were damaged during delivery (e.g., via Zásilkovna), we will file a claim with the carrier and arrange a replacement or a refund..

Important
Damage that occurs after the buyer has accepted the goods cannot be claimed as shipping damage.