Exchange of goods
You have up to 30 days from the receipt of the consignment to exchange the goods (does not apply to goods purchased from 1 November, where the exchange period is extended).
Come to any SOFIA store or send us the goods together with the proof of purchase and the completed accompanying document (bag, certificate and warranty card do not need to be sent, multiple shipments will only be invalidated) in an insured letter post by post to :
811 04 Bratislava
Exchanges sent to the specified address are processed within 10 working days.
We do not inform customers about the receipt of the shipment (we recommend tracking the shipment according to the tracking number). You will receive a notification e-mail when it is sent. We are not responsible for non-delivery of the shipment and also for non-collection of the shipment due to non-delivery of the notification for the stored shipment. If you find that the shipment is stored at the post office, please contact us as soon as possible with the prepared delivery number of the shipment.
An exception to the possibility of withdrawal from the contract is goods specifically intended for one consumer. It can be, for example, jewelry that is modified in some way for the customer - for example, by engraving, adjusting the standard size, width, etc. Such goods are clearly intended only for a specific customer and therefore the customer cannot replace them.
If you would like to exchange the purchased jewelry in one of our stores, please notify us at INFOLINE 0903 93 93 93 or at firstname.lastname@example.org . We will arrange an exchange with you for a specific store. Some jewelry offered in the SOFIA e-shop may not be in stone shops. Therefore, we would rather check the availability of your new jewelry.
In the event of an exchange of stock goods after the end of the promotion, the customer loses the right to a discount.
Accompanying document for the exchange of goods for download: HERE (must be attached to the shipment, whether printed or handwritten!)
Please also note that we do not recommend storing Pandora jewelry in Pandora boxes (the glue causes the jewelry to oxidize quickly) - the jewelry is ideal to store in a plastic bag and put in the box just before Christmas.
Returns are possible within 14 days of receiving the shipment.
You can claim the return of the goods by sending the goods together with the proof of purchase and the completed accompanying document back to our address (not in stores). Send the goods in an insured letter post by post to the above address, together with a cover letter, stating your account number. If the order was paid for with an online payment card, it is only possible to return the money directly to the payer's account.
We do not inform customers about the receipt of the shipment (we recommend tracking the shipment according to the tracking number).
In the case of promotions tied to the purchase of more jewelry (promotion 3 + 1 free, 4 + 1 free, 1 + 1 for half, etc.), if you are interested in returning the goods, it is possible to return only the complete order .
According to § 10 par. 4 of Act no. 102/2014 Coll., The consumer is responsible for the reduction in the value of the goods, which arose as a result of such handling of goods, which is beyond the scope of treatment necessary to determine the properties and functionality of the goods. After taking over the goods within the period for withdrawal from the contract, the customer has the right to unpack and test the goods in a manner similar to the usual purchase in a classic stone shop, ie to test the goods to determine the basic properties and functionality of the goods. If the wear of the goods exceeds the marks of standard testing of the goods, resp. bears signs of wear or damage, the seller may reduce the amount to be refunded for these goods.
An exception to the possibility of withdrawal from the contract is goods specifically intended for one consumer. It can be, for example, jewelry that is modified in some way for the customer - for example, by engraving, adjusting the standard size, width, etc. Such goods are clearly intended only for a specific customer and therefore the customer cannot return them.
An order with a personal collection paid directly at the store can only be returned at the store where you picked it up. Before returning, it is necessary to contact us in advance at the e-mail address: email@example.com and state the order number.
Accompanying document for returning the goods for download: HERE (must be attached to the shipment, whether printed or handwritten!)