1. Preamble

1.1. The fashion clothing store – Emi-SoniaKoleva.com (“MIS EMI” EOOD, hereinafter referred to as the Seller) operates based on individual and bulk orders of goods.

1.2. The Seller provides complete information to users regarding specific items in their description and upon request from users.

1.3. Buyer – an individual, company, or other legal entity placing an order.

1.4. Order – an electronic request that acts as a form of communication between the buyer and Emi-SoniaKoleva.com, in which Emi by SoniaKoleva agrees to deliver to the specified address, and the buyer agrees to pay its value.

2. Order

When Emi-SoniaKoleva.com confirms your order, it automatically means that you are familiar with and agree to the website’s terms of use, stated in the general conditions. An order accepted and successfully registered by Emi-SoniaKoleva.com is considered the one that is confirmed electronically via email and by phone to the buyer, without requiring a response from them.

This agreement comes into force from the confirmation of the order by Emi-SoniaKoleva.com. The confirmation is carried out electronically (by email) or by phone (we confirm by phone only in case of inaccuracies in the address or other order details) after the order has been placed. Confirmation to your email address means that the order has been accepted and is in processing status.

3. Delivery

3.1. Delivery is carried out via courier and is free to addresses and dpd grup offices for orders over 256 EUR. For orders under 256 EUR, the delivery cost is 7,70 EUR to dpd grup offices.

Delivery is carried out by courier from 9:00 to 17:30 within 1 business day after confirming the order and the address specified in the client’s registration. Emi-SoniaKoleva.com reserves the right not to deliver orders to clients who have not fulfilled their obligations during registration (incorrectly filled data, false information, or lack thereof).

After two unsuccessful delivery attempts, your order will be considered invalid, and Emi-SoniaKoleva.com will terminate its contract with you.

We reserve the right not to send orders to clients who are registered in our system with more than two unsuccessfully delivered orders.

4. Payment

4.1. Upon delivery of the ordered item, the user pays its price via cash on delivery.

4.2. You can make secure payments with a credit card on our site. Emi-SoniaKoleva.com uses the latest and most secure card payment systems, so your shopping is fully protected.

4.3. Card payments are not made to the courier (card payments can only be made through the site).

5. Returns

The user must notify in writing the right to withdraw from the purchase, without owing a penalty and without stating reasons for this, within 14 calendar days from the date of arrival of the product at the courier company. Clients registered as corporate entities do not have the right to withdraw from the order; accordingly, the withdrawal from the order applies only to individuals.

Products must be returned in the same condition as they were delivered, in the original packaging, with all accessories and original labels, undamaged and unworn, as well as with the accompanying sales document, through the same courier company with which they were delivered. The buyer is obliged to notify Emi-SoniaKoleva.com of their intention to return the product within 14 calendar days from the date of receiving the shipment at the courier company’s office. Requests for product returns after the mentioned period will not be considered.

After submitting a product return request, the buyer has a period of 14 days to carry out the delivery to Emi-SoniaKoleva.com. Requests after this period will not be accepted.

We reserve the right to refuse acceptance of products that do not meet the return conditions, namely: damaged or torn packaging, signs of wear, perfume traces, scratched surfaces, lack of labels and accessories accompanying the product, etc. Packages that do not match the description will be refused.

When returning products that are not in the same condition as they were delivered, are not in the original packaging, and do not have the original labels, as well as the accompanying documents, Emi-SoniaKoleva.com will consider them invalid and reserves the right not to refund the amount paid for them. The refund is made by bank transfer to the buyer’s personal account (the person who placed the order); amounts are not paid to third-party bank accounts. Refund amounts are not paid via cash on delivery. If the client has taken advantage of the right to free delivery, but upon returning the products, the remaining ones do not meet the condition for such, the delivery amount will be deducted during the bank transfer.

The costs of returned products damaged during transport due to improper packaging are borne by the clients. For all complaints and grievances regarding the return of shipments to Emi-SoniaKoleva.com, for which you believe we are responsible, you should contact the respective department. You can do this at e-mail: shop@emi-soniakoleva.com

6. Complaints

According to the Consumer Protection Act and trade rules, the User who shopped at the online store Emi-SoniaKoleva.com has the right to a complaint in cases of:

– detected shortages

– product defects

– discrepancy with the declared size

– the product is damaged during transportation

– the previously agreed delivery time is not met

Submitted complaints will be honored according to the conditions specified below; otherwise, they will not be accepted:

The complaint must be submitted in writing to the e-mail address: shop@emi-soniakoleva.com

Written complaints must be submitted within 48 hours of receiving the order by the buyer.

– The complaint must mention: the order number, the waybill number with which it was sent, and the reasons for the complaint.

Complaints related to the warranty and product defects must also be accompanied by the respective defective product in its original packaging, along with all accessories and a receipt from the courier company. If a product is returned to Emi-SoniaKoleva.com without being accompanied by one of the above requirements, it may be sent back to the applicant (sender) without Emi-SoniaKoleva.com assuming responsibility for its warranty and defect.

Emi-SoniaKoleva.com will respond to the complaint within five business days of its receipt.

The item can be replaced with the same one in a different size or color (if available) or another item. If the value of the selected item exceeds the paid amount, the difference is paid. The return of the goods can only be carried out with a courier company.

7. Liability

We are not liable for any damages (direct, indirect, incidental, or otherwise) arising from the use or inability to use the information presented on our website, as well as any errors or omissions in the content that may lead to any losses or damages.

By accepting these terms, the User agrees to receive emails and notifications from Emi-SoniaKoleva.com regarding their order, the respective profile, confirmations of changes to their information, as well as discounts and offers for our products at the provided email address.

Personal Data Protection

Any information provided regarding personal data or collected through operations on the Platform will be processed by Mis Emi EOOD, hereinafter referred to as MFG.

MFG guarantees the security and confidentiality of the provided data and transmitted through our computer system.

The data and personal information provided by Clients are used by MFG for order management, product and service delivery, payment processing, communication with Clients regarding orders, products, services, and promotional offers, product and service recommendations.

Additionally, MFG uses this data and information to improve the online store and the online trading platform, to avoid or prevent fraud or abuse detrimental to the Platform, as well as to enable third parties to perform technical support, logistics, and other services for the Platform.

MFG retains any information placed on the Platform or otherwise sent by Clients.

Most personal data is provided by you when you register your account, search for products on the Platform, place orders or send messages, participate in contests, or fill out a form on the Platform, or when you communicate with MFG employees.

Personal data refers to any information used to identify a natural person; such information through which the person can be identified, directly or indirectly, especially through a unique civil number or one or more parameters of their physical identity – psychological, mental, economic, cultural, or social.

Processing of personal data represents any operation or set of operations performed concerning personal data, through automatic or non-automatic means, such as collection, recording, organization, storage, adaptation or alteration, retrieval, consultation, use, disclosure to third parties for transmission, dissemination or other form, alignment or combination, blocking, deletion, or destruction.

The data you provide are: name, surname, UCN, address, email address, and phone number, name of the order recipient (addresses and phone numbers), and financial data.

A series of data are collected in an automatic module by MFG, such as Internet Protocol (IP) address used to connect the computer to the Internet; login; email address; password; information about your computer and connection methods, such as browser type and operating system version; data sometimes combined with similar information collected from other clients to create features like “Best Sellers”; URL (Uniform Resource Locator) full time (including date and time), viewed or searched products; as well as any phone number used to contact our operators.

Additionally, MFG may use browser data, such as cookies, Flash cookies, or other similar data collected through certain parts of the Platform to prevent fraud and other purposes.

When you visit the Platform and use our products, or visit a website where MFG publishes advertisements, content, or analyses, MFG may place cookies in your web browser. A cookie module is a small amount of stored information on the computer to identify the browser during interaction with websites. Cookie modules can be used to store elements like identifiers or user preferences. A website can place a cookie module for storage in the browser if the browser settings allow this. A browser can allow a specific website to access cookie modules and deny such access to other sites.

MFG may use cookie modules for other purposes, including:

• Accessing information when you log in to provide personalized content, to store the last viewed page of a product or service, offers, and appropriate content according to your interests.
• Internal analysis provided by the client.
• Conducting research to improve the content, products, and services of MFG.
• Supporting security measures, such as requiring re-login for a product or service of MFG after a certain period.
• Helping identify some potential fraudulent activities.

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