Returns and complaints

1. Returns within 14 days

If you are a Consumer or a Sole trader with consumer rights, you may withdraw from the contract within 14 days of receiving the parcel, without giving a reason. The full rules are in § 9 of the Terms of sale.

1. Tell us before the 14 days are up: write to contact@velmois.com or send a letter to MOISS sp. z o.o., ul. Stanisława Leszczyńskiego 4/25, 50-078 Wrocław. Give the order number. You may use the form below, but you do not have to.
2. Send the Product back to MOISS sp. z o.o., ul. Stanisława Leszczyńskiego 4/25, 50-078 Wrocław, within 14 days of withdrawing. You pay for sending it back. Pack the jewellery carefully and send it with a declared value.
3. We refund you within 14 days of receiving your statement – for the Product and for the delivery to you (up to the cheapest delivery we offer) – in the same way you paid. We may wait with the refund until the Product is back with us or you show proof of sending it.

You may examine and try on the Product as in a shop, but not wear it: you are liable for any diminished value resulting from handling beyond checking it. Products made to your specifications, for example engraved, cannot be returned. If you placed two orders from one bag, the 14 days for each run from its own delivery.

2. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

• To: MOISS sp. z o.o., ul. Stanisława Leszczyńskiego 4/25, 50-078 Wrocław, email: contact@velmois.com
• I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods: …
• Order number: …
• Ordered on(*)/received on(*): …
• Name of consumer(s): …
• Address of consumer(s): …
• Signature of consumer(s) (only if this form is notified on paper): …
• Date: …

(*) Delete as appropriate.

3. Complaints

If a Product is faulty or does not conform with the contract, write to contact@velmois.com or to MOISS sp. z o.o., ul. Stanisława Leszczyńskiego 4/25, 50-078 Wrocław. Give the order number, describe the problem and say what you ask for: repair, replacement, a price reduction or withdrawal from the contract. Photos help us assess it sooner. We answer within 14 days and, if we need the Product, collect it at our cost. The rules are in § 10 of the Terms of sale.