TERMS AND CONDITIONS

TERMS AND CONDITIONS OF THE PAUKA CHMIELEWSKA ONLINE SHOP

Effective from 29 October 2026.

§1. About the Seller

  1. The Pauka Chmielewska online shop (the "Shop"), available at www.pauka.pl, is run by Paulina Chmielewska, trading as Pracownia Paulina Chmielewska, ul. Kamedulska 17d, 30-252 Kraków, Poland, Tax ID (NIP) 6792983724 (the "Seller").
  2. Contact: email sukienki@pauka.pl, phone +48 694 334 604.
  3. Address for returns and complaints: Pracownia Paulina Chmielewska, ul. Kamedulska 17d, 30-252 Kraków, Poland.

§2. Definitions

  1. Customer – a natural person, legal person or organisation placing an order in the Shop.
  2. Consumer – a Customer who is a natural person concluding a contract not directly related to their business or profession.
  3. Sole trader with consumer rights – a natural person running a sole proprietorship who concludes a contract directly related to their business, where the contract shows it is not of a professional nature for them (in particular in light of the business activity registered in the Polish CEIDG register).
  4. Goods – items offered in the Shop, including items sewn after the order is placed in a standard size.
  5. Custom-made Goods – Goods made to the Customer's individual measurements or specifications (e.g. a changed length, cut or fabric on request), and tailoring services.
  6. Contract – a distance sales or service contract between the Seller and the Customer.

§3. General provisions

  1. These Terms set out the rules for placing orders, concluding contracts, delivery, payment, withdrawal and complaints.
  2. The Shop accepts orders for delivery to Poland, other European Union countries, the United Kingdom and the United States. The current list of delivery countries is shown at checkout.
  3. The Contract is concluded in Polish or English, depending on the language version of the Shop chosen by the Customer. Both language versions of these Terms have the same content and the same force.
  4. The Contract is governed by Polish law. This choice of law does not deprive a Consumer of the protection afforded by the mandatory provisions of the law of the country where they habitually reside.
  5. To use the Shop you need a device with internet access, an up-to-date web browser with cookies and JavaScript enabled, and an active email address.
  6. Customers must not provide unlawful content.

§4. Orders and conclusion of the Contract

  1. Orders can be placed at www.pauka.pl 24 hours a day. Orders placed on non-working days are processed on the next working day.
  2. Product information on the website is an invitation to enter into a contract. By placing an order, the Customer makes an offer to buy the selected Goods.
  3. To place an order, the Customer adds Goods to the cart, enters delivery details, chooses delivery and payment methods, accepts these Terms and clicks the order button that involves an obligation to pay.
  4. The Contract is concluded when the Customer receives the order confirmation email. The email includes the order number, the list of Goods, the price and delivery costs.
  5. The Customer may change or cancel an order by writing to sukienki@pauka.pl until they receive notice that the parcel has been dispatched (for Custom-made Goods, until sewing has begun).
  6. If any Goods turn out to be unavailable, the Seller will promptly inform the Customer by email and refund the full amount paid within 14 days, unless the Customer agrees to other Goods or a longer lead time.

§5. Prices

  1. Prices are gross prices (including VAT) and are given in Polish złoty (PLN). For deliveries outside Poland, the Shop may display prices in the local currency; the price and currency shown when the order is placed are binding.
  2. Delivery costs are not included in the price of the Goods. They are shown before the order is placed and depend on the destination country and delivery method.
  3. For deliveries to the United Kingdom and the United States, customs duties, import taxes (e.g. import VAT) and customs clearance fees are not included in the price of the Goods or the delivery cost. They are paid by the recipient and may be collected by the carrier or customs on delivery.
  4. When a price is reduced, the Shop also shows the lowest price of the Goods in the 30 days before the reduction.

§6. Payment

  1. Available payment methods are shown at checkout. They may include fast online payments via Przelewy24 (operator: PayPro S.A., ul. Pastelowa 8, 60-198 Poznań, Poland), card payments via Stripe (Stripe Payments Europe Ltd., Dublin, Ireland), PayPal (PayPal (Europe) S.à r.l. et Cie, S.C.A., Luxembourg) and a standard bank transfer to the Seller's account: 13 1160 2202 0000 0005 1638 7927 (Bank Millennium).
  2. For standard bank transfers, payment is due within 5 working days of the order confirmation. If payment is not received by then, the order is cancelled.
  3. On the Customer's special request, cash on delivery is possible if agreed in advance by email at sukienki@pauka.pl. Any additional cash-on-delivery fee will be given before dispatch. The Shop does not accept returns or complaint parcels sent cash on delivery.

§7. Fulfilment and delivery

  1. Fulfilment begins once payment has been received or, for cash on delivery, once this payment method has been agreed with the Seller.
  2. Goods in stock are dispatched within 5 working days of payment being received. The lead time stated in the product description takes precedence over this time.
  3. Goods sewn after the order is placed have the lead time stated in the product description.
  4. Deliveries within Poland are made by courier, parcel locker or Polish Post. International deliveries are made by the carrier shown at checkout. The estimated delivery time is shown when choosing the delivery method.
  5. The Seller is responsible for the Goods until they are handed over to the Consumer or a person they designate.
  6. If a parcel is visibly damaged, the Seller asks the Customer to have a damage report drawn up with the courier. Not having a report does not limit the Consumer's right to file a complaint.

§8. Gift cards and vouchers

  1. An electronic gift card or a printed voucher can be used to buy Goods in the Shop up to its value.
  2. Gift cards and vouchers are valid for 6 months from the date of purchase. The expiry date is shown on the card or in the email with the code.
  3. Gift cards and vouchers cannot be exchanged for cash. Any unused balance remains available until the expiry date.
  4. A Consumer may withdraw from the purchase of an unused gift card or voucher within 14 days of receiving it, under the rules in §9.

§9. Right of withdrawal (returns)

  1. Consumers and sole traders with consumer rights may withdraw from the Contract without giving a reason within 14 days of receiving the Goods. Where several Goods ordered together are delivered separately, the period runs from receipt of the last item.
  2. To withdraw, it is enough to send a statement before the deadline, e.g. by email to sukienki@pauka.pl. The Customer may use the model withdrawal form (Annex 2 to the Polish Consumer Rights Act), but this is not required. The Seller will promptly confirm receipt by email.
  3. The Consumer sends the Goods back to the address in §1(3) within 14 days of withdrawing. We recommend a tracked service, as proof of posting confirms that the Goods were sent in time.
  4. The direct cost of returning the Goods is borne by the Consumer. Returns can be sent independently or via the "Easy returns" page.
  5. The Seller refunds all payments, including the cost of the cheapest delivery method offered, within 14 days of receiving the withdrawal statement. The refund is made using the same payment method, unless the Consumer agrees to another method at no cost to them.
  6. The Seller may withhold the refund until it receives the Goods back or proof that they were sent, whichever comes first.
  7. The Consumer is liable for any reduction in the value of the Goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning (e.g. wearing, washing, removing tags).
  8. The right of withdrawal does apply to Goods sewn after the order is placed in a standard size and colour from the Shop's range.
  9. The right of withdrawal does not apply to Custom-made Goods (§2(5)) or to a tailoring service fully performed with the Consumer's express consent, where the Consumer acknowledged that they lose the right of withdrawal once the service is completed.

§10. Exchanges

  1. In addition to the right of withdrawal, the Seller allows unworn Goods to be exchanged for another size or style within 14 days of receipt. Exchanges are a voluntary service and do not limit the rights in §9 and §11.
  2. To exchange Goods, the Customer writes to sukienki@pauka.pl. The Seller will confirm whether the chosen item is available and give the return address.

§11. Complaints – non-conformity of Goods

  1. The Seller is liable to Consumers and sole traders with consumer rights for any non-conformity of the Goods with the Contract that exists at delivery and becomes apparent within 2 years of delivery, under the Polish Consumer Rights Act.
  2. Complaints can be sent by email to sukienki@pauka.pl or in writing to the address in §1(3). Please describe the issue, attach photos and give the order number and the remedy you expect.
  3. The Consumer may request repair or replacement and, where the law provides, a price reduction or withdrawal from the Contract.
  4. The Seller covers the cost of sending back Goods for repair or replacement, either by providing a free return method or by reimbursing the cost.
  5. The Seller will respond to a complaint within 14 days of receiving it. If no response is given within that time, the complaint is deemed accepted.
  6. For Customers who are neither Consumers nor sole traders with consumer rights, the Seller's statutory warranty liability is excluded to the extent permitted by law.

§12. Electronic services

  1. The Seller provides the following services free of charge: the order form, the Customer account and the newsletter. You can unsubscribe from the newsletter at any time using the link in every message.
  2. The account agreement is concluded for an indefinite period. The Customer may terminate it at any time by deleting the account or writing to sukienki@pauka.pl.
  3. Complaints about electronic services can be sent to sukienki@pauka.pl. The Seller will respond within 14 days.

§13. Personal data

The Seller is the controller of Customers' personal data. The Privacy and Cookie Policy explains how data is processed and Customers' rights.

§14. Out-of-court dispute resolution

  1. Consumers may use out-of-court dispute resolution, for example by contacting a municipal or district consumer ombudsman in Poland, or by requesting mediation or a permanent consumer arbitration court at the Voivodeship Inspectorate of Trade Inspection. Information is available on the website of the Polish Office of Competition and Consumer Protection (UOKiK).
  2. Consumers from other EU countries may contact the European Consumer Centre for help. Consumers in the United Kingdom may contact Citizens Advice.
  3. Using these methods is voluntary and requires the agreement of both parties.

§15. Final provisions

  1. The Seller may amend these Terms for important reasons, in particular changes in the law, payment methods or delivery methods. The Seller will announce changes on the Shop's website at least 14 days before they take effect. Orders placed before a change are governed by the Terms in force when the order was placed.
  2. Nothing in these Terms limits the rights of Consumers and sole traders with consumer rights under mandatory law.
  3. Matters not covered here are governed in particular by the Polish Civil Code, the Polish Consumer Rights Act of 30 May 2014, the Polish Act of 18 July 2002 on Providing Electronic Services, and the GDPR.
  4. These Terms are effective from 29 October 2026.