Policies
Returns & Withdrawal
Last updated: 21 October 2026
Order cancellation
You can cancel an order that has not yet been dispatched by writing to info@guernika.eu or by post to the address below. We will refund the full amount paid.
Right of withdrawal
You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier designated by you, take physical possession of the goods. If one order is delivered in several parcels, the period runs from receipt of the last parcel.
To exercise the right of withdrawal, inform us of your decision by a clear statement — for example an e-mail to info@guernika.eu or a letter sent by post. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is sufficient to send your notice before the withdrawal period has expired.
Varnas & Sole d.o.o.Rozmanova 5
1000 Ljubljana
Slovenia
Phone: +386 69 758 517
E-mail: info@guernika.eu
Returning the goods
Send the goods back to the address above without undue delay and no later than 14 days after you have told us that you are withdrawing. The deadline is met if you send the goods before the 14 days have expired. You bear the direct cost of returning the goods.
Please pack the items securely. Original packaging is appreciated but not required. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning — trying a piece on as you would in a shop is fine.
Refunds
If you withdraw, we will reimburse all payments received from you, including the costs of delivery (other than any supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery we offer), without undue delay and in any event no later than 14 days from the day we are informed of your decision to withdraw.
We will make the reimbursement using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied proof of having sent them back, whichever is earliest.
Exceptions
The right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. Our standard numbered pieces are not personalised and can be returned.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Varnas & Sole d.o.o., Rozmanova 5, 1000 Ljubljana, Slovenia, info@guernika.eu
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Complaints (non-conformity)
If a product is faulty or does not match its description, you have statutory rights under the Consumer Protection Act (ZVPot-1). Notify us at info@guernika.eu or by phone at +386 69 758 517, describe the defect and, if possible, attach photographs. A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery. You may request repair or replacement, a proportionate price reduction, or termination of the contract and a refund, as provided by law. In case of a justified complaint, we cover the cost of returning the goods.
If a parcel arrives visibly damaged, please let us know as soon as possible so we can claim it with the courier. This does not limit your statutory rights.
Liability for non-conformity does not cover normal wear and tear, or damage caused by improper use, failure to follow the care instructions, or modification of the product.