1. Seller details

The online store available at karolshoes.com is operated by:

For order, return, exchange and complaint matters, we recommend contacting us by email. This allows us to verify the order number, correspondence history and case details more efficiently.

2. Definitions

• Store means the online store available at karolshoes.com.
• Seller means KARDAV Sp. z o.o., operating the KarolShoes store.
• Customer means any natural person, legal person or organisational unit using the Store or placing an order.
• Consumer means a natural person purchasing products for purposes that are not directly connected with that person’s business, trade, craft or profession.
• Business Customer means a Customer purchasing products for purposes related to business, trade, craft or professional activity.
• Consumer-entrepreneur means a natural person concluding a contract directly related to that person’s business activity, where the content of the contract indicates that it is not of a professional nature for that person, as defined under Polish law.
• Product means footwear or another item available in the Store.
• Order means the Customer’s statement submitted through the Store leading to the conclusion of a sales contract.
• Standard Product means a model available in the Store, ordered in a standard size and without individual personalisation or non-standard modification.
• Custom-made Product means a product made according to the Customer’s individual specification or clearly personalised for that Customer.

3. Nature of the store and products

KarolShoes offers premium handmade leather footwear produced in Poland in a craft workshop. Most pairs are made to order after the Customer places an order.

Because the products are handmade and made of natural leather, individual pairs may differ slightly in shade, leather grain, texture, finish, colouring or minor details. Such differences are a natural feature of handmade leather footwear and do not constitute a defect if the product remains in conformity with the contract.

Product photos are intended to show the footwear as accurately as possible. The actual colour of the product may vary depending on screen settings, device type, lighting and the natural characteristics of leather.

4. Conditions for using the Store

To use the Store, the Customer needs a device with Internet access, an up-to-date web browser and an active email address.

The Customer must use the Store in accordance with applicable law, good practices and these Terms.

It is prohibited to provide unlawful content, interfere with the operation of the Store, attempt unauthorised access to the Store’s systems or use the Store in a way that is inconsistent with its purpose.

5. Customer account

The Customer may place an order without creating an account or may use a customer account if such functionality is available in the Store.

A customer account may allow the Customer to view order history, save addresses and manage future purchases more easily.

The Customer is responsible for keeping login details confidential and should immediately inform the Seller if unauthorised access to the account is suspected.

6. Placing orders

Orders may be placed through karolshoes.com at any time, subject to technical interruptions, failures or maintenance work.

To place an order, the Customer selects a product, size or variant, adds it to the cart, provides the data necessary to process the order, selects the delivery and payment method and confirms the order.

The Customer must provide true, complete and up-to-date data. Incorrect or incomplete data may prevent order fulfilment or cause delivery delays.

Placing an order means submitting an offer to purchase the selected Product. The sales contract is concluded when the Seller confirms acceptance of the order, including by sending an order confirmation or otherwise confirming that the order has been accepted for processing.

The Seller may refuse or cancel an order where payment is not made, product availability changes, the order contains an obvious error, the order appears fraudulent or abusive, or fulfilment is impossible for reasons beyond the Seller’s control. This does not limit any mandatory consumer rights.

7. Prices and payment methods

Product prices are displayed in the Store in the currency shown to the Customer. Depending on the Customer’s location and Store configuration, prices may be displayed in different currencies.

For Customers in the European Union, prices include VAT where required by applicable law. For Customers outside the European Union, the final amount displayed at checkout may not include local import duties, customs fees, import VAT, taxes, brokerage fees or administrative charges unless the checkout clearly states otherwise.

The price displayed next to a product does not include delivery costs unless expressly stated otherwise. The final amount to be paid is displayed in the cart or checkout before the order is submitted.

The Seller may change product prices, run promotional campaigns and end them. A price change does not affect orders already placed and confirmed by the Seller.

Payment methods

The Store may offer different payment methods depending on the Customer’s country, currency and checkout availability. These may include, in particular, payment card, American Express, Visa, Mastercard, Maestro, Union Pay, Apple Pay, Google Pay, Shop Pay, PayPal, Klarna, Bancontact, BLIK, iDEAL/Wero and other payment methods displayed at checkout.

The availability of individual payment methods may depend on the destination country, order value, Store configuration and availability of payment operator services.

Orders paid by bank transfer, if this method is available, are processed after the payment is credited to the Seller’s bank account. If payment is not received within a reasonable period, the Seller may contact the Customer or cancel the order.

8. Order processing and delivery

Most Products offered in the Store are handmade after the order is placed. The standard production and preparation time is usually 3–5 business days from payment confirmation.

Products that are already available in stock may be dispatched faster, usually within 1–2 business days.

For personalised products, non-standard modifications, periods of increased production workload or circumstances beyond the Seller’s control, the processing time may be longer. In such cases, the Customer will be informed individually.

Delivery times are estimates and may change for reasons beyond the Seller’s control, including carrier delays, holidays, customs checks, incorrect address details, import procedures, weather events or other unexpected circumstances.

Customs, import taxes and duties

For orders delivered outside the European Union, the Customer may be responsible for customs duties, import VAT, local taxes, brokerage fees or other administrative charges imposed by the destination country, unless the checkout clearly states that such charges are included in the order price.

The Customer is responsible for providing accurate delivery and contact details required for delivery and customs clearance. Refusal to pay import charges or failure to complete customs formalities may result in the parcel being delayed, returned or destroyed by the carrier or customs authority. Where allowed by applicable law, the Seller may deduct costs resulting from such refusal or failure from any refund due to the Customer.

9. Receiving the shipment

The Customer should check the condition of the parcel upon delivery, in particular whether the packaging is visibly damaged.

If the parcel is visibly damaged, we recommend that the Customer requests a damage report from the carrier and contacts the Seller promptly.

Failure to prepare a carrier damage report does not deprive a Consumer of statutory rights, but it may make it more difficult to clarify the matter with the carrier.

10. Withdrawal from the contract, returns and voluntary return policy

Consumers in the European Union and other jurisdictions where a statutory right of withdrawal applies have the right to withdraw from a distance contract within the period provided by applicable law. Under EU consumer rules, this period is generally 14 days from receiving the goods, subject to statutory exceptions.

In addition to the statutory right of withdrawal, KarolShoes voluntarily allows Standard Products to be returned within 30 calendar days from the date of delivery, provided that the Product meets the return conditions described in these Terms.

To make the process faster, we recommend submitting the return through the returns and exchanges portal available at: https://karolshoes.com/apps/returns-exchanges. This does not limit a Consumer’s right to submit a clear withdrawal statement in another legally permitted way, including by email.

The returned Product should be clean, returned in its original packaging and free from signs of use beyond what is necessary to check the nature, characteristics and functioning of the item. The Customer is responsible for any reduction in the value of the Product resulting from handling it beyond what is necessary to check the Product.

For statutory withdrawal within the legal withdrawal period, refunds are handled in accordance with applicable law. For voluntary returns made after the statutory withdrawal period but within the extended 30-day return policy, unless applicable law requires otherwise, the refund may be limited to the Product price and may exclude delivery fees, return shipping costs, customs duties, import taxes and administrative fees.

11. Return shipping

The Customer may return the Product using any reliable carrier that provides delivery to the return address. We recommend using a tracked shipping method and keeping the tracking number until the return, exchange or complaint is completed.

The cost of return shipping is borne by the Customer unless applicable law provides otherwise, the Product is non-conforming, defective or the Seller has agreed otherwise. We do not accept parcels sent cash on delivery or with unpaid shipping charges.

12. Refunds and exchanges

Refunds

Refunds are made using the same payment method that was used for the order, unless this is technically impossible or the Customer has chosen another permissible refund method.

The Seller may withhold the refund until the returned Product is received or until the Customer provides proof of dispatch, where applicable law allows this.

If the Customer selected a delivery method more expensive than the least expensive standard delivery method offered by the Store, the Seller is not required to refund the additional cost of the more expensive delivery, unless applicable law provides otherwise.

Customs duties, import taxes, brokerage fees, administrative charges and return shipping costs are not refunded unless required by applicable law or agreed individually by the Seller.

Exchanges

The Store allows size or model exchange requests for Standard Products within 30 calendar days from delivery. An exchange should be requested through the portal: https://karolshoes.com/apps/returns-exchanges.

An exchange is possible provided that the Product is clean, unused beyond fitting, returned in its original packaging and accepted after inspection by the Seller.

If the Customer chooses a different model or variant with a different price, the Seller will contact the Customer regarding payment of the price difference or settlement of the difference.

Exchange availability depends on product availability, production capacity and the feasibility of making the requested size, model or variant.

13. Custom-made and personalised products

The statutory right of withdrawal may not apply to Products made according to the Customer’s individual specification or clearly personalised for the Customer, where such exclusion is permitted by applicable law.

This may include, in particular, products made to individual measurements, products with non-standard structural modifications, special markings, custom colours, non-standard material combinations, individually agreed modifications or other personalisation requested by the Customer.

For clarity, a Standard Product that is handmade after the order is placed, but ordered in a standard size, standard colour and standard configuration available in the Store, is not treated as a personalised product solely because it is made to order.

Standard Products ordered in standard sizes and without individual personalisation are subject to the return and exchange rules described in these Terms and the Store’s return policy.

14. Complaints and non-conformity of goods

The Seller is responsible to Consumers and consumer-entrepreneurs for the conformity of goods with the contract in accordance with applicable mandatory law. Nothing in these Terms excludes or limits mandatory consumer rights.

Under EU rules, if goods are faulty or do not correspond to what was agreed or advertised, the seller may be required to repair or replace them free of charge. If this is impossible or cannot be done within a reasonable time and without significant inconvenience, the consumer may be entitled to a full or partial refund. EU consumers have a minimum 2-year legal guarantee from receipt of the goods, although national rules may provide additional protection.

We recommend submitting complaints by email to: info@karolshoes.com. To help us process the case efficiently, the complaint should include the order number, name and surname, contact details, description of the issue, date when the issue was noticed, photos of the entire pair and close-up photos of the area concerned.

Please do not send the footwear back as part of a complaint without prior information from the Seller. After reviewing the initial information and photos, the Seller will inform the Customer whether the Product needs to be sent to the workshop for detailed inspection.

The Seller will respond to the complaint within the period required by applicable law. For Customers covered by Polish consumer law, complaints are generally reviewed within 14 calendar days from receipt of the complaint.

If the complaint is accepted, the Seller will take action in accordance with applicable law, in particular repair, replacement, price reduction or refund, depending on the nature of the case and the rights available to the Customer.

A receipt or invoice may help identify the purchase but is not the only possible proof of purchase. To process the case efficiently, we recommend providing the order number or other data allowing us to locate the order in the Store system.

15. Handmade production and natural leather characteristics

KarolShoes footwear is handmade from natural leather. Natural leather may have minor differences in grain, shade, texture, folds, markings or the way it absorbs colour.

Hand finishing may cause small differences between pairs or individual items of the same model. These characteristics are part of the craft nature of the Product and do not constitute a defect if the Product remains in conformity with the contract.

Leather footwear requires proper care, cleaning, drying and storage. Damage caused by improper use, soaking, drying near heat sources, exposure to chemicals, solvents, gasoline, road salt or lack of proper care may not constitute grounds for accepting a complaint.

Normal wear and tear, natural creasing of leather, sole wear, minor colour changes due to use, mechanical damage and damage caused by incorrect sizing or improper fitting are not treated as defects unless mandatory law provides otherwise.

16. Promotions, discounts and customer reviews

The Seller may run promotions, offer discounts, promotional codes or other special campaigns. The rules of a specific promotion may be set out separately when the promotion is announced. Promotions cannot be combined unless the rules of the promotion state otherwise.

The Seller may end a promotion or change its conditions for valid reasons, provided that this does not affect rights acquired by Customers before the change or termination of the promotion.

The Customer may have the option to add a product or store review if such functionality is available. It is prohibited to publish unlawful, offensive, vulgar or misleading content, content infringing third-party rights, content containing personal data of other people or content unrelated to the product or Store service.

The Seller may refuse to publish or may remove content that violates these Terms, applicable law or good practices. Where reviews are verified or marked as verified, the verification may be based on order data or other reasonable methods confirming that the review relates to an actual purchase or customer experience.

17. Personal data and cookies

The rules for processing personal data of Customers and Store users are described in the Privacy Policy available on the Store website.

The Store uses cookies and similar technologies to ensure proper Store operation, cart and checkout functionality, remembering settings, analytics and marketing activities, where the required consent has been given. Detailed information about cookies is provided in the Privacy Policy and cookie settings tool available in the Store.

18. Seller liability

The Seller takes reasonable care to ensure that the Store works properly and that product information is accurate and up to date.

The Seller is not responsible for interruptions in Store operation caused by maintenance work, failures, force majeure, problems on the part of technology providers, payment operators, carriers or Internet service providers, unless such interruption is caused by the Seller’s fault.

The Seller is not responsible for delays caused by incorrect or incomplete data provided by the Customer, customs procedures, import formalities, refusal to pay import charges or other circumstances beyond the Seller’s control.

Nothing in these Terms excludes or limits the Seller’s liability where such exclusion or limitation would be unlawful, including liability for mandatory consumer rights, intentional misconduct or other liability that cannot be excluded under applicable law.

19. Out-of-court dispute resolution

Consumers may use out-of-court methods of handling complaints and pursuing claims, including consumer assistance bodies, consumer organisations and competent alternative dispute resolution bodies.

Information about consumer rights and available assistance in the European Union can be found on official European Union consumer information websites and through the European Consumer Centres Network.

The European Commission’s Online Dispute Resolution platform has been discontinued. Current information on alternative dispute resolution and consumer redress in the European Union is available through the European Commission’s consumer redress resources.

The Seller is not obliged to participate in an alternative dispute resolution procedure unless such obligation results from mandatory applicable law.

20. Changes to these Terms

The Seller may amend these Terms in the event of changes in law, changes to the way the Store operates, changes to payment or delivery methods, implementation of new functions, services or tools, or the need to clarify the provisions of these Terms.

Orders placed before a change to these Terms are governed by the Terms in force at the time the order was placed, unless mandatory law provides otherwise.

The current version of these Terms is always available on the Store website.

21. Final provisions

These Terms are governed by Polish law.

For Consumers whose habitual residence is outside Poland, the choice of Polish law does not deprive them of protection granted by provisions that cannot be excluded by agreement under the law of the country of their habitual residence.

In matters not regulated by these Terms, applicable provisions of Polish law apply, in particular the Polish Civil Code, the Polish Consumer Rights Act and data protection regulations, without prejudice to mandatory consumer protection rules applicable to Consumers in their country of habitual residence.

If any provision of these Terms is found to be invalid or ineffective, this does not affect the validity or effectiveness of the remaining provisions.

For Business Customers, unless mandatory law provides otherwise, disputes may be submitted to the competent court having jurisdiction over the Seller’s registered office.

22. Contact for formal matters

For matters concerning these Terms, orders, returns, exchanges, complaints or Store details, please contact us: