Terms & conditions

General terms of the clothes online store.

I. Scope and definitions

Article 1. These terms govern use of the clothes online store at https://clotheslab.eu and the sale and delivery of goods by (registered company name and legal form) (the Seller, we or us). The customer is the person placing an order. A consumer is a natural person acting for purposes outside their trade, business or profession.

Article 2. The product description, the information disclosed before checkout, the accepted order and these terms form the sales agreement. Mandatory consumer rights take precedence over any inconsistent term. Browsing does not create an obligation to buy. Preview images and cards marked Coming soon are not offers for sale.

II. Seller identification and contact details

Article 3. Registered company and legal form: (registered company name and legal form). Company registration number (EIK): (company registration number / EIK). Register: Bulgarian Commercial Register and Register of Non-Profit Legal Entities, maintained by the Registry Agency.

Registered office and management address: (registered office and full management address). Place of business: (business address, if different from registered address). Complaints address: (postal address for customer complaints).

Customer-service email: clothesupport@gmail.com. Telephone: (contact telephone number). Return recipient and address: (return recipient and full return address). VAT status: (VAT registration status and VAT number, if applicable).

Article 4. These details are provided for direct contact and identification under Article 4 of the Bulgarian Electronic Commerce Act and Article 47 of the Bulgarian Consumer Protection Act. Shopify supplies the technical commerce platform; the Seller identified above is the party responsible for the sale.

III. Store services and customer accounts

Article 5. The store enables customers to browse clothing, footwear and accessories, search products, select available sizes and quantities, use a shopping bag and, once sales open, place orders using the payment and delivery methods offered at checkout.

Article 6. Where an account is available, sign-in follows the authentication procedure displayed by the store and Shopify customer-account service. An account may show orders, profile information and delivery addresses. We do not promise Facebook or Google login unless expressly offered. Guest checkout is available only where supported by the checkout configuration.

Article 7. Provide accurate contact and delivery details and keep account access secure. Tell us promptly if access appears unauthorised. Using an account does not waive any consumer right, and accepting these terms does not by itself consent to marketing or optional cookies.

IV. Products, prices and stock

Article 8. The relevant product page describes the main characteristics, available sizes, materials, colour, care instructions and price. Consult the measurements before ordering. Screen colours may vary, but this does not excuse a material difference from the agreed description. Actual items offered for sale are distinguished from preview placeholders.

Article 9. Prices state the currency and include applicable taxes payable to us. Delivery costs and any other charge collected by us are disclosed before the final order action. For international deliveries, any customs duties or import taxes payable separately are disclosed for the destination, or the basis on which they may arise is explained where they cannot reasonably be calculated in advance.

Article 10. Stock and payment availability are checked during ordering. If an order cannot be fulfilled, we notify you and refund payments for the unavailable goods without undue delay. We do not replace an item or increase an accepted price without your agreement. Announced price reductions must use the legally required reference price.

V. Ordering and formation of the contract

Article 11. To order: select the goods and available options; add them to the bag; enter customer and delivery information; select an available payment and delivery method; review the goods, quantities, total and these terms; and submit using the final button that clearly indicates an obligation to pay. You can correct entries or remove items before submitting.

Article 12. An automated receipt confirms that an order has reached our system. Contract acceptance occurs at: (state the exact acceptance event and the acceptance-email wording used by the configured checkout). An order receipt and a payment authorisation must not be confused with acceptance where the chosen process distinguishes them. This field and the checkout messages must be completed consistently before sales open.

Article 13. After a contract is concluded, the order confirmation supplies the agreed goods, price, delivery and payment details, these terms and withdrawal information on a durable medium, such as an email or attached document. Orders and confirmations are retained under the retention criteria stated in the Privacy policy. Keep your confirmation; account access is not a prerequisite for exercising your rights.

Article 14. The store and these terms are available in English and Bulgarian. Contract language(s): (confirm the languages offered at checkout and in the order confirmation). Any additional language or information required by mandatory rules in a destination must be provided before that market is enabled. These terms do not restrict such requirements.

VI. Payment

Article 15. You pay the total disclosed before ordering using the methods offered for your destination. Payment-provider details and accepted methods: (payment provider and supported payment methods). Payment collection time: (when a payment is authorised and captured). We do not ask you to send full payment-card details by email.

Article 16. Cash on delivery is offered only for destinations expressly supported at checkout: (cash-on-delivery countries, collection currency and any disclosed fee, or state not offered). Card payment to a courier is available only if expressly included in that service. No additional charge is imposed without the required express agreement. Refunds follow the rules below.

VII. Delivery and international orders

Article 17. Dispatch location: (dispatch city and country). Supported destinations, carriers and dispatch arrangements: (delivery countries, carrier and dispatch time). The delivery option, cost and agreed delivery period are disclosed before ordering. International delivery includes destinations outside the EU only where enabled. Customs arrangements: (whether import charges are prepaid or payable by the recipient).

Article 18. Unless a different delivery period is agreed, consumer goods are delivered without undue delay and within 30 days after the contract is concluded, under Article 103b of the Bulgarian Consumer Protection Act. If delivery is overdue, you may require delivery within an appropriate additional period and, if it is still not made, terminate the contract. An additional period is not required where the law permits immediate termination, including refusal to deliver or an agreed essential delivery date. Payments are then refunded without undue delay.

Article 19. Under Article 103c, the risk of loss or damage passes when you or a person nominated by you, other than the carrier, takes physical possession. The statutory exception applies if you independently appoint a carrier not offered by us. Report transport damage or missing items to help us investigate; failure to report damage at the doorstep does not automatically remove your rights.

VIII. Right of withdrawal — 14-day returns

Article 20. A consumer may withdraw from a distance sale without giving a reason or paying a penalty within 14 days after receiving the goods. Receipt by your nominated person, other than the carrier, counts as receipt. For multiple goods ordered together and delivered separately, the period runs from receipt of the last good; for goods delivered in lots or pieces, from the last lot or piece. These rules reflect Articles 50–56 of the Bulgarian Consumer Protection Act.

Article 21. We also extend the same 14-day change-of-mind return arrangement to consumer orders we accept for delivery outside the EU. This voluntary extension does not reduce any longer period or more favourable protection required in the destination. Business purchasers do not automatically have a consumer withdrawal right.

Article 22. Notify us before the deadline using an unambiguous statement sent to clothesupport@gmail.com or (postal address for customer complaints). You may use Appendix 1, but the form is optional. Online withdrawal function: /withdrawal, linked in the footer as Withdraw from a purchase; submission will be activated before sales open. It allows you to provide or confirm your name, contract identification and electronic contact for acknowledgement, followed by Confirm withdrawal. We acknowledge receipt on a durable medium with the statement and its submission date and time without undue delay, no later than the end of the working day, under Article 52a of the Consumer Protection Act. Sending notice within the period is sufficient; prior authorisation or a return number is not a condition of statutory withdrawal.

Article 23. Send the goods back without undue delay and within 14 days after notifying us, to (return recipient and full return address), unless we have offered to collect them. The dispatch deadline is met if you send them before that period expires. You bear the direct return cost for a change of mind where this was disclosed before ordering. We cover necessary return costs for faulty or incorrectly supplied goods. No separate restocking fee applies.

Article 24. You may inspect and try on an item as in a shop. You are responsible only for diminished value resulting from handling beyond what is needed to establish its nature, characteristics and functioning, where the law permits that liability. Please return accompanying accessories, labels and packaging where possible. Missing packaging, removed tags or a reduction in value do not automatically allow us to refuse a statutory withdrawal. Any deduction must be justified, rather than an arbitrary fixed penalty.

Article 25. On withdrawal from the whole order, we reimburse the goods and the cost of our least expensive standard delivery option. The extra cost of a premium delivery option is not reimbursed. Partial-return delivery adjustments follow the retained order and applicable law. Reimbursement is due without undue delay and within 14 days after we receive notice. Unless we offered collection, we may withhold it until the goods or proof of dispatch are received, whichever occurs first.

Article 26. Reimbursement uses the same payment method as the original transaction unless you expressly agree to another method without a fee. For cash on delivery, an appropriate method is agreed with you; store credit is not imposed. Where legally required withdrawal information was omitted, Article 51 provides an extended period; if the information is supplied during that period, the applicable 14-day period runs from its receipt.

IX. Limited withdrawal exceptions

Article 27. An exception applies only where the goods and circumstances meet the relevant legal conditions under Article 57 of the Consumer Protection Act and the exception was disclosed before ordering. Relevant examples may include genuinely personalised or made-to-specification goods, and sealed goods unsuitable for return for genuine health-protection or hygiene reasons after unsealing. Ordinary clothing is not automatically excluded because it was tried on, discounted or unpacked. No blanket exception applies to all jewellery or accessories.

Article 28. No withdrawal exception removes remedies for a faulty, unsafe or incorrectly described item. Product-specific exceptions: (identify any qualifying products and the precise exception, or state none).

X. Legal conformity guarantee and complaints

Article 29. Under Articles 31–37 of the Bulgarian Act on the Provision of Digital Content and Digital Services and on the Sale of Goods, the Seller is responsible for lack of conformity existing on delivery and appearing within two years. A lack of conformity appearing within the first year is presumed to have existed on delivery unless proved otherwise or that presumption is incompatible with the nature of the goods or defect. A commercial guarantee, if offered, supplements these rights. Statutory extensions following repair and suspension of time limits apply where required by law.

Article 30. You may request repair or replacement unless the selected remedy is impossible or disproportionately costly under the law. For clothing and other goods without digital elements, repair or replacement is free of charge, without significant inconvenience and within one month after notice, under Article 34. A proportionate price reduction or termination is available in the circumstances prescribed by law, including failed remedies, refusal to remedy or sufficiently serious non-conformity. Termination is not available for a minor defect; the Seller bears the burden of proving that the defect is minor.

Article 31. Make a complaint orally or in writing to (contact telephone number), clothesupport@gmail.com, or (postal address for customer complaints). Identify the purchase, the problem and requested remedy, and provide the receipt, invoice or other relevant purchase and claim documents. We register complaints and provide the document identifying the date, registration number, type of goods and person receiving the complaint, as required by law. The 14-day change-of-mind deadline does not limit conformity claims.

XI. Privacy, cookies and communications

Article 32. The controller for store processing is (registered company name and legal form), at (registered office and full management address); privacy enquiries: clothesupport@gmail.com. The Privacy policy explains purposes, legal grounds, recipients, transfers, retention and GDPR rights. The Personal data rights and Cookie notice pages provide further information.

Article 33. Order and service messages are used for the requested transaction. Acceptance of these terms, purchase or account creation does not automatically authorise advertising, unrestricted behavioural tracking or optional cookies. Marketing requiring consent uses a separate choice and an unsubscribe mechanism. Optional storefront analytics and advertising are currently disabled.

XII. Use of the website and responsibility

Article 34. Do not misuse the store, interfere with its security or submit unlawful content. Brand names belong to their respective owners. Website content may be used as permitted by law; these terms do not prevent customers from keeping copies of their order and contract documents or submitting evidence to an authority or court.

Article 35. We may take proportionate steps to protect the store against misuse. Closing an account or a technical interruption does not erase accepted orders, refund duties or customer remedies. Nothing excludes liability that cannot lawfully be excluded, responsibility for conformity, required data protection, or rights in relation to an existing contract. Events beyond a party’s control are dealt with under applicable law, rather than a general waiver of responsibility.

XIII. Supervisory authorities and dispute resolution

Article 36. For consumer matters, the competent Bulgarian authority is the Commission for Consumer Protection (KZP). Its current contact page, complaint procedure and conciliation information are linked below. For personal-data matters, the competent Bulgarian authority is the Commission for Personal Data Protection (CPDP). These bodies are independent of the Seller; their contact numbers are not store support lines.

Article 37. Contact us at clothesupport@gmail.com to seek a resolution. You may also complain to the competent authority, seek an applicable alternative dispute resolution procedure, or exercise judicial remedies. Relevant ADR body and our participation obligations or commitment: (identify the competent body, website and whether participation is required or accepted). We do not claim membership of an ADR scheme that has not been confirmed.

XIV. Applicable law, changes and access

Article 38. Bulgarian law governs these terms subject to applicable conflict-of-laws rules. This choice does not deprive a consumer of mandatory protection under the law of their habitual residence where that protection applies. Court jurisdiction follows applicable rules; these terms do not require every consumer to bring proceedings only in Bulgaria.

Article 39. The version agreed when the order was placed applies to that order. Later changes are published with an updated date and do not retrospectively reduce agreed or statutory rights. Any change to an ongoing service follows the notice and agreement requirements of applicable law; silence is not treated as blanket consent.

Article 40. If a provision is invalid, the remaining provisions continue to apply so far as legally possible. You may save or print these terms. Effective date for sales: (date these completed terms take effect). Until the missing information and sales arrangements are completed, the store is a pre-launch preview.

Appendix 1. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. Its use is optional.

To: (registered company name and legal form); postal address: (postal address for customer complaints); email: clothesupport@gmail.com.

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: (goods and order reference).

Ordered on: (order date). Received on: (receipt date). Name of consumer(s): (name). Address of consumer(s): (address). Date: (date of notice). Signature of consumer(s): (signature, only if this form is sent on paper). Delete whichever wording does not apply.

Appendix 2. Withdrawal instructions

You have 14 days from receipt of the goods to notify us that you wish to withdraw without giving a reason, subject to the receipt rules and limited exceptions above. Send a clear statement to the contact in Appendix 1 before the deadline. Use of the model form is optional. Online withdrawal access: /withdrawal, linked in the footer; submission will be activated before sales open.

Return the goods within 14 days after notice, to the return recipient and address in Section II, or follow an agreed collection arrangement. You bear direct change-of-mind return shipping costs; no separate restocking fee applies. You are responsible only for any legally recoverable diminished value caused by unnecessary handling.

For withdrawal from the whole order, we refund the goods and the standard outward delivery charge within 14 days of notice. Premium delivery supplements are excluded. We may wait for the goods or proof of return dispatch, whichever arrives first, unless we offered collection. We use the original payment method unless you expressly agree otherwise without a refund fee. Faulty-goods remedies remain separate.