If a product purchased in our store arrives damaged, defective, or otherwise inconsistent with the contract, you can file a complaint. However, please remember that our products are handmade and may therefore have characteristics that indicate their nature . Here you will find all the necessary instructions to help you efficiently navigate the complaint process.

Personalized jewelry

Please note that our store offers both a regular selection and we can create custom jewelry upon request. Please note that in the case of Our liability for defects in personalized jewelry may differ from that for jewelry in our regular assortment. Some defects in personalized goods may result, for example, from the characteristics of the stone selected by the customer, which we as the seller have no control over. In the event of resizing personalized jewelry—especially rings with unique, delicate stones—we always inform the customer of the potential risk of damage to the stone (e.g., chipping) during the adjustment process. 

Resizing

A single resizing within a year of purchase is performed at no additional charge (unrelated jewelry items are notified prior to purchase in the product description). However, customers should be aware that altering the ring may affect its original condition. Therefore, complaints regarding damage to the stone during resizing of personalized jewelry may not be accepted if the customer has been previously informed of the potential risks associated with resizing. Complaints regarding other issues can be filed within two years of receiving the package. Please note that the nonconformity of the goods constituting the basis for a complaint must exist at the time of delivery. Complaints regarding nonconformity arising after delivery will not be accepted.

The complaints procedure in our store is very simple and consists of the following steps:

• STEP 1 – FILE A COMPLAINT
  As part of your complaint, you can:
  1. demand the replacement of the goods with a new one or their repair, or
  2. submit a declaration of a reduction in the price of the goods or withdraw from the sales contract (i.e. return the goods) – provided that one of the cases indicated in Article 43e of the Act of 30 May 2014 on consumer rights occurs (including failure to repair or replace the goods despite filing a complaint).
  A complaint containing one of the above requests send it to us via email . In addition to your complaint request, please include the following information in your email:
  1. Your name and surname;
  2. order number;
  3. bank account number;
  4. date of delivery of the goods;
  5. description of the observed non-conformity (damage, defect) of the goods.

Also, if possible, attach it to the email a photograph showing the non-conformity of the goods.
You should send the completed complaint to the following address: shop@trzpiotka.com.

• STEP 2 – WAIT FOR A REPLY
  We will respond to your complaint via email within 14 days of receiving it . If your complaint is incomplete, we may ask you to complete it.

• STEP 3 – COMPLAINT REALIZATION
  If your complaint is accepted, we will immediately begin processing your request.

Replacement or repair of goods

If your complaint requested a replacement or repair, we will collect the returned goods from you within an agreed-upon timeframe, unless you agree to return them yourself (at our expense). The courier labels we issue include additional insurance. If you are shipping jewelry at your own expense, please also include additional insurance in the event of damage or theft during shipping. We will then deliver the new or repaired goods to you .

Reduction in the price of the goods
However, if you requested a reduction in the price of the goods, we will refund you the difference between the original price and the reduced price within 14 calendar days from the date of receipt of the complaint.

Return of goods
If, as part of the complaint, you have decided to withdraw from the sales contract (i.e. return the goods), after receiving our response about accepting the complaint, you should send the goods back (by post or courier) to the following address:

THE FROG-FRIEND PAULINA BOHDANOWICZ

Górna Street 18
05-805 Kanie

📞 690 271 975

If possible, to be returned use the packaging in which you received the goods – this will save you money and help reduce waste. Pay attention to Securely place the jewelry and tightly seal the shipment . The parcel with the goods should be prepared in such a way that the returned goods reach us safely.

We will issue a refund for the goods within 14 days of receiving the package. We will refund you the same method you used to pay for the goods. If you have any questions or concerns regarding complaints in our store, please contact us by email at shop@trzpiotka.com or
by phone: 690271975.