Returns and complaints
01 | Refunds
1. If for any reason you decide to return the purchased products, – you can withdraw from the contract within 14 days from the receipt of the order, i.e. from the day when you acquire physical possession of the goods or it is acquired for you (for the consumer) by a third party that is not the carrier and is designated for this purpose by you, as a consumer. This right of withdrawal is granted under Directive 2011/83/EU of the European Parliament and of the Council on Consumer Rights (the “Consumer Rights Directive”) and the Consumer Rights Regulations, S.L. 378.17, (the “Maltese Regulations”) which transpose the Consumer Rights Directive into Maltese law.
Return Address:
- Company: isklad 255583/09
- Recipient name: SF1 CLIPS s.r.o.
- Address: Diaľničná cesta 5, Hall D, gate 35
- Town and postal code: 90301 Senec
- Country: Slovakia
- Contact: +421 948 799 408
In addition to the completed form, the consumer who makes the return must also attach their basic personal and order data, as well as an invoice and/or receipt (invoice and/or tax document) in electronic form. This documentation is necessary for the correct processing of the refund request.
Returned products must have the original factory packaging, original labels and foil and must not have been worn or used. Under Article 14(2) of the Consumer Rights Directive and Regulation 16(2) of the Maltese Regulations, the consumer may be held liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
For hygiene reasons, the following items cannot be returned unless they are faulty:
- - Underwear, including panties, bodysuits, body tape, nipple stickers, and self-adhesive cups.
- - Cosmetic Products (e.g., lip balms, travel packs of EDP/EDT perfumes) that have been opened or are not in their original sealed packaging.
2. If you have a user account, you may initiate the return using Returns Portal by logging in and selecting the relevant order. Once the return request is approved you may procced to send the package to the adress stated above.
3. Please note that products purchased as part of a promotion can only be refunded once all purchased products have been returned. If the subject of the order is a promotional package or a set, the withdrawal of the consumer from the order may apply only to the entire set or promotional package. It is not possible to withdraw from individual products/items in a set or promotional package. More details in the Promotion Rules: HERE.
4. In the event that you require a different size or fragrance, kindly place a new order as we do not offer replacement of product(s) for these reasons.
5. Branches/stores (in physical form) do not accept returns and complaints about products purchased online (in the online store).
Orders whose number begins with the letter G have been processed by the American website of the Victoria's Secret brand. All information about these orders and returns can be found at this web link: International Returns Information. .
02 | COMPLAINTS
1. To make a complaint about a product, please fill in the complaint form, provide a detailed description of the defect and attach photos of the product with the visible defect to the mail. Send the completed form along with the invoice and/or certificate (in electronic form) and all required information to the email address [email protected].
2. The complaint must be recorded in our system within 8 days from the date the customer submitted it. You will receive confirmation that your complaint has been registered.
3. Our customer service will respond to your complaint within 30 calendar days from the date of its submission, stating the result (accepted or rejected). This deadline does not apply to returns due to withdrawals/cancellations, which are subject to the 14-day statutory deadline and return rules
4. You have two (2) years from the date of delivery to file a complaint for goods purchased from us. Certain categories of goods, such as opened beauty or hygiene products that are not packaged, may have a shorter practical usability period for hygiene reasons, however, this does not affect your statutory rights. If such products are defective or non-conforming due to a manufacturing fault, they remain covered by the 2-year legal guarantee
OUT-OF-COURT METHODS OF HANDLING COMPLAINTS AND ASSERTING CLAIMS (alternative dispute resolution)
We are not obliged to participate in Alternative Dispute Resolution (‘ADR’) procedures. However, we may consider participating on a voluntary, case-by-case basis before an approved ADR entity in Slovakia, the Member State in which we are established. This does not affect your right to bring proceedings before the competent courts in the country of your residence.
Additional information can be found in the store's Terms and Conditions HERE.
03 | Return and Withdrawal Forms
The form is available for download at the links below.
Last update: 09.04.2025.