Complaint procedure

We are very sorry for your visit to this part of the website. We are a responsible and fair company that will face up to any mistakes.

What can you expect in the whole complaint process?

First of all, please contact the salesperson who discussed the order with you as soon as possible. He will then initiate the complaint procedure in cooperation with our complaints department. The contact details of the person responsible can be found, for example, on the last invoice issued, the delivery note or in any communication you have had with our company to date. If you cannot find the contact person, please use our contact form.

Describe the defect found in the most detailed way possible and attach photo documentation. 

Feel free to send your solution proposal (e.g. the amount of discount you want). This will speed up the complaint process.

Once we have all the information, a sales representative will contact you to inform you of the possible solutions and whether it is necessary to send back the textile for a more thorough assessment.

If a sales representative asks you to send textiles for evaluation, please write the order number on the package.

We have 30 days to settle the complaint in accordance with the applicable laws of the Czech Republic. Generally, however, we will be able to assess the complaint within 14 days.

Please refer to our terms and conditions for more information relating to claims.

We approach every complaint responsibly with every effort to quickly rectify any mistakes we may have made.