All Polona Poklukar products are unique items, handmade mainly to order at my studio in Maribor, Slovenia. As the majority of my pieces are handmade to order, I am always happy to advise Customers regarding style suitability, colour matching and measuring prior to placing an order. So, do not hesitate to contact me! Preliminary consultation appointments or on-site collections are possible following former announcement.
For the purpose of this document, the following terms are used as defined:
Seller: Polona Poklukar / PP / we
Customer: Person enquiring or placing an order / you
Product: PP unique item
Retail end price: Uniform retail price + shipping (EU or outside EU)
Available item: Ready-to-wear item, shipped immediately after the order is confirmed
Bespoke item: Any item with bespoke adjustments or entirely made to order
Work in progress: Unfinished bespoke item
The photos on PP.com are copyright-protected.
Prices are subject to alteration as may be necessary due to e.g. inflation, currency fluctuation or rise of postal expenses, energy costs, etc. Unless otherwise stated, prices are inclusive of VAT and shipping expenses and exclusive of customs duties (global shipping) as well as other fees or taxes (also see Shipping and Delivery). Shipping expenses are divided into 2 areas: EU and outside EU and are added to the uniform retail price stated for individual items. For this reason, prices can vary according to the location of the Customer. However, if the Customer collects the order personally, at the PP studio in Maribor, Slovenia, no shipping or extra costs will be needed!
Prices are exclusive of the original packaging, i.e. custom-handmade boxes (For sizes and prices of handmade boxes, please, see Packaging.). If you decide to purchase your unique item without its original custom-made box, the item will be shipped to you packed in a corresponding common postal box, which is included in the item price.
Prices are exclusive of payment- and other fees as well as customs duties. For shipping expenses, see Shipping & Delivery. Please, note that local charges (such as currency conversion fees, credit or bankcard fees, sales tax, customs duty, etc.) may apply depending on your location and the local regulations and that such charges are covered by the Customer.
III. CONTACT AND ORDERING
Please, contact Polona Poklukar for any questions regarding a product via enquiry form, e-mail, Facebook, Skype or phone before placing an order. Any written enquiries will be answered within 24 hours. Any missed calls will be returned within the working hours (CET) of the same or the next working day. For contact details see page bottom.
PP working hours: MO to FR – 9 a.m. to 5 p.m. CET.
After preliminary consultation regarding a product (via phone, FB or Skype), Customers place their order in writing, via enquiry form, e-mail, FB-messenger/mail or Skype chat. The Seller confirms the order, also in writing. Please, note that any phone conversation about placing an order is not considered an official order!
All products ordered remain property of Polona Poklukar and will be shipped to your location only after we have received full payment (For details see Payment policy, Contact & Ordering). Either you can collect your products personally in the PP studio in Maribor, Slovenia or we will ship it to your location (For details see Shipping & Delivery.).
Ordering Available Items
Please, contact Polona Poklukar for consultation via the enquiry form on the PP webpage, Skype, Facebook or phone prior to ordering. Available items are ready-to-wear items that we aim to send within 5 – 8 working days. If you need to receive your piece sooner, phone or email after placing your order, so it can be processed with priority. Please, note that orders of available items cannot be cancelled. In case of ordering more than one item, please, contact PP to discuss packaging options and pricing.
Ordering Bespoke Items
Bespoke orders normally take 4 – 8 weeks to be made and shipped to your location. If you require a sooner delivery, please do get in touch and we will do our best to accommodate you. Within the process, the Customer can be shipped colour and/or material samples upon request (Please note that in the course of arranging a bespoke order, samples will be sent only once!). In such a case, shipping expenses are covered by the Seller. However, if the Customer prefers a material of her or his choice, shipping expenses are covered by the Customer (see also Payment policy).
Prior to ordering:
1. It is vital for you to contact Polona Poklukar for consultation before placing an order – via the enquiry form on the PP webpage, Skype, Facebook or phone (For contact details see the bottom of the page!).
2. For headpieces: Please, be sure that you have measured your head correctly (Please, see instructions and/or contact PP for more details.).
3. Please, consider that colours can vary due to differences in computer monitors.
Once the details have been discussed and the order is arranged, the Customer pays 50 % of the retail end price in advance. The advance payment received confirms that the Customer has in fact decided on the buy and that PP can begin working on the respective bespoke order. If by any chance the Customer decides to cancel the official order later than 2 days after the official order (see Cancelling an Order) was confirmed, the advance payment is not returned (For details see Payment Policy).
After receiving the advance payment, PP will begin working on the bespoke item. The Customer is contacted for another consultation and/or approval, while the product is still unfinished (work in progress). The Customer can see the product preferably on site (PP studio) or via photo or webcam (e-mail, Skype, Facebook). In case of approval, the item is then finished, photographed and shipped; the advance payment is then regarded as part of the retail end price. Please, note that the number of consultations while the item is considered ‘work in progress’ is limited to 3; and that the delivery can be prolonged due to more than one consultation.
The product is shipped or collected by the Customer on site and is considered the property of the Customer after PP has received full payment. Please, note that in general Polona Poklukar does not accept any return, exchange or refund claims (For details see Return Policy.).
If the Customer does not make the full payment, the product is not considered Customer’s property (meaning it will not be shipped to the Customer) and the 50 % advance payment will not be returned (For details see Payment Policy.).
Cancelling an Order
The respective Customer must cancel the bespoke order in writing, via the enquiry form on the PP webpage, e-mail, Facebook or Skype within 2 days from confirmed written order. In such a case, any advanced payments made will be returned.
In case of ordering available items, the order cannot be cancelled, since PP tends to ship the item ordered immediately after receiving the payment / confirming the order (see Ordering Available Items).
IV. PAYMENT POLICY
All products ordered remain property of Polona Poklukar and will not be shipped to your location until PP has received full payment. In case of shipping outside the EU, customs duties and other possible fees and/or taxes are covered by the Customer (For details see Shipping & Delivery).
In the case of bespoke orders, the customer makes an advance payment of 50 % of the uniform retail price (shipping excluded). The order is processed after the Seller has received the advance payment. In case the Customer decides to cancel the bespoke order, the advance payment will not be returned (For more details see #Cancelling an Order .).
If according to an arrangement, the Seller sends material samples to the Customer, shipping expenses are covered by the Seller. However, if the Customer wishes a bespoke item to be made from a material of own choice, shipping expenses are covered by the Customer (For details see Ordering Bespoke Items.).
The usual payment method is via bank transaction to the PP bank account. PP payment details are provided after placing an order via e-mail and are stated on the respective receipt, as well. The receipt will also be delivered to the Customer together with the item ordered.
V. RETURN POLICY
Being a small retailer offering products made to order, PP is sorry to inform you that in general no return, exchange or refund claims are accepted. For details on exemptions from the Consumer right to return the order, please see: ‘EU Consumer Rights’ / ‘Your Right to cancel and return the order’ / ‘The 14-day cooling off period does not apply to all purchases’ at https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm#shortcut-2-your-right-to-cancel-and-return-an-order.
PP unique items are handcrafted meticulously for you only! Each product requires quite some time as well as mental and physical effort. Our policy is to ensure that all products delivered reach you in top condition. We make a photo of each product before sealing the box.
The photos on the PP website are for illustration purposes only and do not guarantee to reproduce the exact appearance of the products. Please, consider that there is always the possibility of slight variations (due to differences in monitors, colours of products may appear different from those shown on the site).
As the majority of PP designs are handmade to order, PP is always happy to advise Customers regarding style suitability, colour matching and measuring prior to placing an order (See Ordering & Contact) – meaning that in general the Customers are well informed before placing an order.
However, Customer satisfaction is of utmost importance and if you are not completely happy with your new piece or in case of minor custom adjustments, contact PP within 7 days from receiving the item, at latest, so we can determine the problem and agree upon a possible way and extent of adjustment. We want you to enjoy your PP unique item!
Please, provide all relevant details for the return, you will be notified how to proceed within 48 hours. Customer-return fees are covered by the Customer. Please, ensure you keep all packaging to be able to process your claim. It is also important that when signing the receipt of your item you ask the courier to mark the item as ‘RECEIVED DAMAGED’. We will need a photo of the damage, the whole product and the packaging. Without said photos, no product will be taken back. Due to shipping insurance, it is important to document any damage in order to be able to claim the insurance.
In the case of returns for the purpose of mending (torn band, etc.), the Customer is responsible for any damage incurred by items during the return shipment. We therefore strongly recommend that you send the products well packaged, in original condition and in their original box and/or packaging. All returns must be in an unworn, unmarked, as new condition and complete with their original tags in place as received. If possible, please provide us with a tracking number for the return shipment. If a returned item is shipped from outside the EU, mark as ‘RETURNED GOODS’ to avoid any customs charges. PP shall not be held responsible for any charges imposed on packages returned by customs (Disclaimer!).
If possible damages that would influence the appearance or the use of the product are no consequence of improper use (Customer) or transport (shipping service), PP will gladly mend or replace (not possible with limited edition items) it for you at no charge. In such a case, PP will cover the shipping expenses (possible customs duties, etc. excluded).
We aim to send all orders in a box. Please, consider that item prices are exclusive of packaging, i.e. custom handmade boxes (Prices). These boxes are not included in the price of your desired item and are available for an additional payment.
If you decide to purchase your unique item without its original custom-made box, the item will be shipped to you packed in a corresponding common postal box. In this case, the box is free of charge, but PP does not guarantee for eventual damages occurring during transportation (see Disclaimer).
Compact handmade boxes of various dimensions for safekeeping and transportation of hats, headpieces, brooches, etc. are custom made for the respective item (original packaging). The price of a shallow box for brooches or smaller hats is 25, 00 EUR / 21.32 GBP, the price of a larger box for higher hats or headpieces is 35, 00 EUR / 29.85 GBP. However, the box is included in the prices of Neckwear and the Diamond lampshades.
If you wish to order more than one item, please, contact PP to discuss packaging options and pricing.
VII. SHIPPING AND DELIVERY
Purchased products are shipped to any EU member country as well as globally. Shipping is organized by the Seller. The courier chosen offers shipping insurance and will bring your order to your door.
The prices are inclusive of shipping expenses, which are divided into 2 areas: EU countries and Outside EU, and are added to the uniform retail price stated for individual items. For this reason, end prices can vary depending on the location of the Customer.
Please, note that local charges (such as currency conversion fees, credit or bankcard fees, sales tax, customs duty etc.) may apply, depending on your location and the local regulations. Such charges are covered by the Customer.
Available items (as seen) are shipped within 5 – 8 working days. If for any reason the desired item is not available, the Customer will be informed about this as well as about the envisaged time of delivery before making the purchase. Bespoke items take 4 – 8 weeks to be delivered (For details see Ordering Bespoke Items, Payment Policy). Please, contact PP to make special arrangements in case of need of a sooner delivery.
For details on shipping expenses for material samples, please see Ordering Bespoke Items and Payment Policy.
The approximate shipping price (+insurance of a trackable package; shipping within 3 – 7 working days) according to the selected courier:
EU countries: 15, 00 – 25, 00 EUR / 12.84 – 17.10 GBP
Outside EU: 40, 00 – 50, 00 EUR / 34.25 – 42.80 GBP
PP is not liable for any damages occurring during transportation or damages following improper use of PP unique items. PP is not liable for any charges imposed on packages returned by customs.
Be delighted with your new PP Headwear, Neckwear, Anywear or Homewear!