1. Right of withdrawal (return without giving a reason)

As a consumer, you may withdraw from the contract within 14 days of receiving the product, without giving a reason. If you ordered several products delivered separately, the period runs from receipt of the last one.

How to withdraw:

• Online: click Right of withdrawal (the link is also in the footer of every page and in your customer account), enter your order number and email and confirm. You will receive a confirmation with the date and time of receipt by email.
• By email: to info@starsilk.hr.
• By post: Svila d.o.o., Radićevo šetalište 23, 10000 Zagreb, Croatia.

You may also use the withdrawal form, but it is not required.

Returning the product: send the product to our warehouse: euShipments Croatia (StarSilk return), Ulica Grada Gospića 1a, 10000 Zagreb, Croatia, no later than 14 days after notifying us of your withdrawal. Please include your order number in the parcel.

Return costs: you bear the cost of returning the product. You can send it to us yourself with any courier, in which case you pay the courier directly. If you prefer, we can arrange the return for you; in that case EUR 5 will be deducted from your refund to cover the return cost.

Refund: we refund everything you paid, including the standard delivery cost, no later than 14 days after receiving your withdrawal notice. We refund using the same payment method you used, unless agreed otherwise. We may withhold the refund until we receive the product or proof that you have sent it.

Condition of the product: you may inspect the product as you would in a shop. You are liable for any loss in value if the product has been used, washed or damaged beyond what is needed to inspect it.

Exceptions: the right of withdrawal does not apply to products made to your specifications or personalised, or to sealed products that cannot be returned for hygiene reasons once unsealed after delivery.

2. Claims (defective product)

We are liable for lack of conformity of products under the Croatian Civil Obligations Act and Consumer Protection Act, for defects that become apparent within two years of delivery (legal guarantee). This liability is free of charge and does not depend on whether a manufacturer's guarantee exists. If a product is defective or does not match its description, contact us at info@starsilk.hr, ideally with a photo and your order number. Depending on the defect, we will repair or replace the product, reduce the price or refund your money, in accordance with the law.

3. Written complaints

You can send a complaint by email to info@starsilk.hr or by post to Svila d.o.o., Radićevo šetalište 23, 10000 Zagreb. We will confirm receipt without delay and send a written reply within 15 days at the latest.

4. Dispute resolution

We aim to resolve disputes by agreement. Consumers may start proceedings before an out-of-court consumer dispute resolution body. Other disputes fall under the jurisdiction of the competent court in Zagreb.