Returns & Complaints Policy

The full rules for returns and complaints are set out in the Terms and Conditions (§8–§10). Below you will find the most important information.

Withdrawal from the contract (return)

• A Consumer may withdraw from the contract without giving any reason within 14 days of the day on which they take possession of the product – subject to the exceptions set out below.
• The right of withdrawal does not apply to special orders described in §8 of the Terms and Conditions – i.e. products marked on the Store's website as available “On order” (this applies to all categories), products sourced on individual order from outside the Store's range and pairs of footwear priced above PLN 5,000 – and it also does not apply in the cases and under the conditions set out in §9(12) of the Terms and Conditions (this may apply, for example, to Mystery Boxes put together individually for the Buyer and to underwear, socks and face masks delivered in sealed packaging, if the packaging was opened after delivery). If the right of withdrawal does apply to a Mystery Box, you return the entire set (§9(12) of the Terms and Conditions).
• If a product from a special order is the wrong size, write to us – we will try to exchange it for a different size where possible (§8(7) of the Terms and Conditions).
• Send your statement of withdrawal to support@shezamme.com or by post. You can use the model form in Annex No. 1 to the Terms and Conditions or the form on the Returns page – this is not mandatory.
• Send the product back no later than 14 days from the day of withdrawal to: SHEZAMME – KOLEKT5 sp. z o.o., ul. Zielona 34b, 44-341 Skrbeńsko. The direct cost of sending it back is borne by the Consumer.
• We will refund all payments, including the delivery cost up to the cost of the cheapest ordinary delivery method, without delay and no later than 14 days from receiving your statement (if you enclose the statement in the parcel – from the day the parcel is delivered to us). The refund will be made using the same payment method and, if you paid on delivery (cash on delivery), by bank transfer to the bank account you indicate to us. We may withhold the refund until we receive the product or proof that it has been sent back.

Complaints

• We are liable for any lack of conformity of the product with the contract that becomes apparent within 2 years of its delivery – even if the product is not eligible for return (e.g. in the case of a special order or a Mystery Box).
• Submit your complaint by email to support@shezamme.com or by post to: KOLEKT5 sp. z o.o., ul. Zielona 34b, 44-341 Skrbeńsko.
• We will respond within 14 days of receiving your complaint.