TERMS OF USE AND SALE
Silk Factory j.d.o.o.
Pile I. 1, 10 000 Zagreb
OIB: 13223833020
The company is registered in the court register of the Commercial Court in Zagreb under number MBS: 081360633
e. [email protected]
m. +3853639033
According to the Law on Consumer Protection, minors or persons who are completely incapable of doing business cannot make purchases remotely, only their legal representatives can do so. If the ordered goods cannot be delivered, Silk Factory j.d.o.o. will offer the customer the other most similar goods and after the customer confirms by e-mail that the offer suits him, he will deliver the goods to the customer according to the selected delivery method on the next day at the earliest. If the customer does not like the offer, we will refund the funds. We do not deliver the goods based on the confirmation of payment, but only after the payment is visible on our account. In the case of payments in Croatian commercial banks, it is usually the next working day, and in many cases two working days from the day of payment, and in the case of payments in Croatian Post offices, at least two working days after the payment. If you pay by direct debit or general payment and you want the shipment to arrive as soon as possible for this type of payment, please fill out the direct debit or general payment and be sure to enter the correct reference to the approval number, as it can significantly affect the speed of delivery, and make the payment in a commercial bank before 12:00 p.m. For all payments that are received before 12:00 p.m. and are visible on our account, delivery starts the same or the next working day, and the delivery time further depends on the delivery conditions of the courier service and the address to which the goods are delivered. For all payments received after 12:00 p.m., delivery starts on the next working day at the earliest. If, due to an error or oversight, the price published in the web shop is incorrect or has been changed in the meantime, we reserve the right to change it. Silk Factory j.d.o.o. reserves the right to inform you about the change or correctness of the price and to give you the opportunity to confirm or cancel your order.
The confidentiality of your data is protected and ensured by the use of SSL encryption. Online payment pages are secured using the Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is the process of encrypting data to prevent unauthorized access during its transmission. This enables safe transfer of information and prevents unauthorized access to data during communication between the user’s computer and the payment service, and vice versa.
Goods are delivered by the courier service HP Express and GLS Kurir, exclusively in the territory of the Republic of Croatia and other countries that can be selected on the checkout page. Exceptionally, the goods can be delivered in another way. Prices, terms and delivery method can be viewed at www.posta.hr/hpekspres. We send the goods at the expense and risk of the buyer. Delivery is free for purchases over HRK 500.00.
For completed orders of goods that are in stock (available immediately), delivery starts on the same working day, i.e. it will be at the recipient’s address the next working day, but only on the condition that the transaction is completed by 2:00 p.m. If it is a question of goods that can be delivered within 24 hours of the order (available in the webshop), there is a possibility that the delivery to the recipient’s address will be made within 48 hours, i.e. two working days from the order. Delivery to the islands follows a special schedule.
The longest delivery time for the Republic of Croatia is 1-5 working days. In the case of products that are made to order, this term is valid from the moment the product to order is completed and finished.
When picking up the product, the customer is obliged to check for possible damage and immediately report it to the delivery worker who delivered the goods, or refuse to pick up a shipment with visible external damage.
Upon delivery, the customer should check the contents of the shipment for all associated parts specified in the manufacturer’s specification. In case of defects, please inform us as early as possible, and no later than within 48 hours of delivery. We cannot accept subsequent complaints. When the customer checks that everything is in order with the ordered goods, he is obliged to take them over by signing the delivery note, which confirms that the product has been properly delivered.
The e-mail address for complaint inquiries is [email protected]
Complaints about damage during transport
It is very important that you immediately report any damage during transport, visible on the product packaging, to the courier who delivers the goods to you. The buyer must report any damage during transport within 24 hours of receiving the goods.
If you notice such damage, do not sign the receipt of the shipment or ask the courier to wait until you check whether the damage to the packaging caused damage to the product itself. If the product is not damaged, sign the delivery receipt.
Complaints about data or the wrong type of goods.
If you received the shipment and after opening the box found that the delivered goods do not correspond to the ordered ones or the information on the invoice is not correct, please send us an e-mail with your information (name, surname, phone) no later than 48 hours from the moment of receipt of the shipment. to e-mail [email protected] and describe what kind of problem you have. In the shortest possible time, we will respond to the customer’s complaint and will inform you about further action. The deadline for resolving a complaint is 15 days from the moment it is reported.
Online Dispute Resolution Platform (ORS): https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR
According to the Consumer Protection Act, goods purchased at a distance, i.e. goods sent by courier service, can be returned (at your own expense, except for exceptions*) no later than 14 days from the day of receipt, exclusively in their original and undamaged packaging with all accessories to the address of Silk Factory j.d.o.o., Pile I. 1, 10 000 Zagreb with the indication “Return of goods”. The buyer must notify the seller of the cancellation of the order in writing and the order is considered canceled when the seller receives the written notification. In case of order cancellation, the customer is obliged to return the product to the seller at his own expense.
A warranty card or a copy of the invoice and a written notice of termination of the contract with the account number to which we will return the funds (otherwise we will not be able to process the refund) must be attached to the goods eligible for return. The return of goods excludes goods on sale, as well as goods that have been used and/or damaged and/or with visibly damaged packaging. If the packaging is damaged or some parts are missing, the return will be refused.
*Returns of personalized and/or custom-made products are not possible. We are not responsible for such products that were wrongly ordered and/or listed with incorrect personalizations or measurements, and refunds are not possible.
Silk Factory j.d.o.o. is not responsible for incorrectly displayed colors and/or color shades for all products displayed on the customer’s device. There is a possibility that colors or shades of colors may appear different than they are in reality. This is caused by the device itself that the customer buys to view product images and the filter effects that can be turned on.
You have the right to exchange defective products if it is visible on the product that the fault was not caused by improper use, but that the fault occurred in production or packaging. In this case, the goods are returned at our expense.
Place the goods intended for return in the original packaging and be sure to attach the order or invoice with it. Please do not forget to attach the original documents because, unfortunately, it is not possible to exchange the goods without them.
Silk Factory j.d.o.o. is not responsible to the customer, or the recipient, for minor damage to the products that occurred as a result of the delivery of the goods via the delivery service (if the damage or minor defects do not affect the basic properties and usability of the product).
Silk Factory j.d.o.o. does not correspond to the buyer, or the recipient, if the buyer uses the product in an inappropriate way, such as: washing silk products with strong detergents that can damage the silk product, washing silk products with bleaches that can damage the silk product, physical damage to the product caused by improper handling of the product and other damages which are caused by improper handling. Such products cannot be advertised.
Each product is inspected in detail before packaging and Silk Factory j.d.o.o. guarantees that every product sent is correct, without defects.
In case of defects in the product caused by the seller, the buyer can terminate the contract only if he has previously given the seller a subsequent appropriate deadline for fulfilling the contract.
The seller is obliged to provide a written complaint by post, fax or e-mail and, without delay, to confirm their receipt in writing. The seller is obliged to respond in writing to all complaints received from the buyer within 15 days from the date of receipt of the complaint.
Silk Factory j.d.o.o. makes maximum efforts to keep the information on the web store pages up-to-date and accurate. Silk Factory j.d.o.o. cannot guarantee the 100% accuracy of all displayed information about products and services. In exceptional cases, deviations between the actual data and the data available on the web pages are possible. Silk Factory j.d.o.o. undertakes in each such case to revise the order and contact the customer to personally agree on alternative solutions. Also, product photos may not always correspond to products that are actually available and should be understood as an informative illustration only. For any additional information, please contact the sales department at [email protected]
The website www.silkfactory.shop is owned by Silk Factory j.d.o.o. During use, the rules and Terms of Use listed here apply, as well as all valid and applicable laws. We reserve the right to change these rules and Terms of Use at any time and without prior notice.
The website www.silkfactory.shop is owned by Silk Factory j.d.o.o. All content on the pages such as texts, graphic content, trademarks (logos), icons, audio and video recordings, digital downloads, software packages and data are the property of Silk Factory j.d.o.o. or our partners and are protected by domestic and international regulations on the protection of copyright and related rights, i.e. industrial property rights, and their unauthorized use constitutes a violation of regulations on the protection of intellectual property rights.
When you visit www.silkfactory.shop or send us electronic mail (e-mail), you communicate with us electronically. You hereby consent to electronic communication with www.silkfactory.shop. We communicate with you via e-mail or with the help of information on www.silkfactory.shop. You hereby agree to all rules, warnings, notices and other messages through which we communicate with you. The use of incorrect or other people’s e-mail addresses, impersonation of another person and/or organization or any other indication of the wrong source of content and communication is not allowed.
Silk Factory j.d.o.o. uses WSPay for online payments.
WSPay is a secure system for online payments, real-time payments, credit and debit cards and other payment methods. WSPay provides customers and merchants with secure entry and transfer of entered card data, which is confirmed by the PCI DSS certificate that WSPay has. WSPay uses an SSL certificate with 256-bit encryption and TLS 1.2 cryptographic protocol as the highest level of protection when entering and transferring data.
Silk Factory j.d.o.o. respects intellectual property rights and other rights of third parties. If you believe that your work has been copied or your rights have been violated in any other way, please notify us.
In accordance with the provisions of Article 8 of the Law on Consumer Protection (Official Gazette 79/07, 125/07, 79/09), we inform you that you can send any complaints to us by e-mail at [email protected] or by writing to the address Silk Factory j.d.o.o., Zagrebačka Avenija 106, 10 000 Zagreb. We are obliged to respond to the submitted complaint no later than within 15 days from the day it was received.
Silk Factory j.d.o.o. undertakes to protect customers’ personal data by collecting only the necessary and basic data about customers that are necessary to fulfill our obligations, informs customers about the way to use the collected data, regularly gives customers the option of choosing the use of their data, including the option of deciding whether or not they want to have their name removed from lists used for marketing campaigns. All user data is strictly kept and is available only to employees who need this data to perform their work. All employees of Silk Factory j.d.o.o. and business partners are responsible for respecting the principles of privacy protection. The website contains information about products and services offered by Silk Factory j.d.o.o. The pages serve as the company’s electronic point of sale. Silk Factory j.d.o.o. cannot take responsibility for any damages caused by the use of information from these pages for purposes that go beyond the scope of their intended purpose. Silk Factory j.d.o.o. undertakes to apply maximum security measures for the purpose of protecting the interests of customers and preventing possible misuse of information. Payment transactions with credit and/or debit cards are performed using the protected SSL protocol with the use of 128-bit encryption, which is considered a safe way of performing monetary transactions in the world. Silk Factory j.d.o.o. cannot be held responsible for abuses that cannot be determined to have occurred as a result of a technical-security failure of the web store system or the failure of an employee of Silk Factory j.d.o.o. By registering on the pages of this web store, you confirm that you are fully familiar with and accept the terms of use stated here.
At certain places within the website and at certain times, Silk Factory j.d.o.o. user’s personal data will be collected. These data will be used for the purposes of contacts and user records, and for the purpose of statistical processing of website visits. Silk Factory j.d.o.o. guarantees that the data it collects in this way will not be sold.
By sending an inquiry, signing a contract or contacting directly, the user voluntarily makes his and her data available and thereby allows them to be used in order to protect personal interests in all business contracted with Silk Factory j.d.o.o.
The collection and processing of the user’s personal data includes forwarding it to third parties and companies in the Republic of Croatia and abroad. Third parties are considered to be all natural persons and trading companies that are necessary for the realization of the contracted work.
Data is stored indefinitely.
User data of customers is stored on the web store only in the case of registered customers. If in the future you want to change and delete your user data (including your comments / product reviews), please do your shopping as a registered customer. Registration is done on the My Account page.
If you have made previous purchases as an unregistered customer, and you want to print information about your previous orders, please contact us using the information on the Contact page.
If you want to keep your user account, but want us to remove your comment / review, please contact us via the information on the Contact page.
In order to ensure the correct operation of the website, we sometimes store small data files known as cookies on your devices. So do most of the big sites.
A cookie is a small text file that is stored on a computer or mobile device when you visit a certain website. With the help of cookies, the website remembers your actions and preferences (such as login, language, font size, products in the basket and other preferences related to display) for a long period of time, so it is not necessary to re-enter them every time you return to the website. place or when browsing its different pages.
Cookies are data sent from the website and saved on the user’s internet browser, while browsing the website. With each use of the website, the browser sends cookies back to the server, in order to inform the website about the user’s previous activities.
Cookies are designed as reliable mechanisms for remembering information (such as shopping cart products), or to record other user activities (clicking on certain links, logging in, visited pages, etc.)
The website www.silkfactory.shop uses Google Analytics for the purpose of insight into visitation statistics, which enables insight into visitation from sources such as social networks, e-mails, advertising platforms, web search engines and other online services and tools.
If the user does not want to accept the use of cookies on the website www.silkfactory.shop, he can block them using the button on the toolbar displayed at the foot of the website.
Blocking cookies in Internet browsers is possible with instructions at the link http://www.thewindowsclub.com/disable-enable-cookies-internet-explorer.
If, after accepting or blocking, the user wants to change the settings for the use of cookies via the toolbar on the website (re-accept or block them), he can do so first by deleting cookies in his internet browser (more on this at https://www.lifewire.com /how-to-delete-cookies-2617981), after which the next time you visit the www.silkfactory.shop website, the toolbar with information and cookies will appear again.
You can control and/or delete cookies as you wish. Find more information at: aboutcookies.org. You can delete all cookies already stored on your computer, and the settings of most browsers allow you to block the storage of cookies. If you block cookies, you may have to manually adjust some preferences each time you visit the website, and certain services and functions may not be available.
Prices in other currencies (for users outside the Republic of Croatia)
Payment is always made in Croatian Kuna.
The amount that will be charged to your credit card is obtained by converting the Croatian Kuna into your currency according to the current exchange rate list of the Croatian National Bank. When you are charged, the amount is converted into your currency according to the exchange rate of the credit card you used to pay.
As a result of currency conversion, there may be a slight difference in price from the one indicated on our website.
ALL RIGHTS RESERVED
These conditions apply from 10.03.2021.
