Terms of Service.

1. Parties, Scope and Acceptance

This website, soulsinclothes.com, is operated by Vladimir Zahov, trading as Souls In Clothes, ul. Lulin 6, ap. 624, Sofia, Bulgaria (“we,” “us,” “the Seller”). Contact: hello@soulsinclothes.com.

By accessing this website, browsing its content, or placing an order, you (“the Customer,” “you”) unconditionally accept these Terms of Service in their entirety. If you do not accept these Terms, you must immediately cease using this website and refrain from placing orders.

These Terms apply exclusively to orders placed through soulsinclothes.com. Orders placed through Etsy.com are governed by Etsy’s own Terms of Service and Seller Policies, and these Terms do not apply to them.

We reserve the right to amend these Terms at any time. Amendments take effect upon publication on this page and apply to orders placed after the date of publication. The version in force at the moment your order confirmation is issued governs that specific transaction.

2. Definitions

“Seller” means Vladimir Zahov, trading as Souls In Clothes.

“Customer” means any natural person aged 18 or over who places an order through this website for purposes outside a trade, business, craft or profession (“consumer” within the meaning of Directive 2011/83/EU on Consumer Rights).

“Made-to-Order Goods” means any garment manufactured specifically to the Customer’s order — cut, sewn, and finished after the order is confirmed. No stock is held. All products sold on this website are Made-to-Order.

“Custom-Sized Goods” means Made-to-Order Goods produced to individual measurements provided by the Customer that deviate from our standard size chart.

“Contract” means the legally binding agreement formed between the Seller and the Customer upon the Seller’s dispatch of an order confirmation email.

“Business Days” means Monday through Friday, excluding Bulgarian public holidays as published annually by the Council of Ministers of the Republic of Bulgaria.

3. Contract Formation and Order Process

Browsing this website and adding items to your cart does not constitute a binding offer or contract. A binding Contract is formed only when we send you a written order confirmation by email confirming acceptance of your order.

We reserve the right to refuse or cancel any order at our sole discretion — including where a product is unavailable, where we identify an error in pricing or product description, or where we suspect fraudulent activity — in which case we will issue a full refund of any amounts paid within 10 Business Days.

You must be at least 18 years of age to place an order. By placing an order, you represent and warrant that you are at least 18 years old and legally capable of entering into a binding contract. We process personal data collected during the order process in accordance with our Privacy Policy.

Product images, colour renderings, and descriptions are for illustrative purposes only. Due to the handmade nature of our garments, minor variations in colour, texture, and finish between the product displayed and the product received are inherent characteristics of handcrafted goods and do not constitute a defect, non-conformity, or ground for return.

4. Pricing, VAT and Payment

All prices are displayed in British Pounds Sterling (GBP) and are inclusive of any applicable Value Added Tax (VAT) where required by applicable law. We are based in Bulgaria (EU); where VAT applies to your transaction, the applicable amount will be itemised at checkout prior to payment.

We accept payment via the methods displayed at checkout. Payment is processed securely by our third-party payment processor. We do not store your full card details on our servers. The payment processor’s own terms of service and privacy policy apply to the processing of your payment.

In the event of a pricing or typographical error on our website, we are not obligated to fulfil orders at the incorrect price. We will notify you promptly and offer the option to reconfirm your order at the correct price or receive a full refund. Your acceptance of the corrected price constitutes a new Contract.

If you initiate a chargeback or payment dispute with your bank or card issuer without first contacting us and allowing us a reasonable opportunity to resolve your concern (minimum 5 Business Days), we reserve the right to suspend future orders from your account pending resolution, and to provide our payment processor with all relevant order, delivery, and communication records to contest the chargeback.

5. Made-to-Order Production, Custom Sizing and Production Timelines

Every garment is made by hand, to order, after payment is received and cleared. Production typically takes 7–14 Business Days from the date of your order confirmation, though this may vary during periods of high demand, material sourcing delays, or supply disruption. We will notify you promptly of any anticipated delay exceeding 3 Business Days beyond the stated timeline.

Where you provide custom measurements, you accept sole responsibility for the accuracy and completeness of those measurements. Custom-Sized Goods are final sale: they cannot be returned or exchanged on grounds of size, fit, or personal preference, unless we have demonstrably manufactured the garment in deviation from the specific measurements confirmed in your order.

You may request cancellation of your order within 24 hours of placing it and before production has commenced, by emailing hello@soulsinclothes.com with your order number. After 24 hours, or once we have confirmed by email that production has commenced, cancellation is not possible and no refund will be issued, except as required by mandatory applicable consumer protection law.

6. Right of Withdrawal

Under Directive 2011/83/EU of the European Parliament and of the Council on consumer rights (“Consumer Rights Directive”), consumers normally have the right to withdraw from a distance or off-premises contract within 14 calendar days without giving any reason and without incurring any costs other than those specified in Article 13(2) and Article 14 of that Directive.

However, Article 16(c) of the Consumer Rights Directive provides an explicit exemption from the right of withdrawal for contracts for the supply of goods made to the consumer’s specifications or clearly personalised. Because all goods sold by Souls In Clothes are Made-to-Order Goods manufactured specifically in response to each individual order, the 14-day right of withdrawal does not apply to any order placed through this website.

By placing an order, you expressly acknowledge and agree that: (a) you have requested that production of your Made-to-Order Goods commence immediately upon order confirmation; (b) you understand and accept that the right of withdrawal is thereby excluded pursuant to Article 16(c) of the Consumer Rights Directive; and (c) you have been clearly informed of this exclusion before placing your order.

This exclusion of the right of withdrawal does not in any way affect your statutory rights in relation to defective, non-conforming, or misdescribed goods, as set out in Section 9 of these Terms.

7. Returns, Exchanges and Refunds

Because all garments are made to order, we do not accept returns, exchanges, or issue refunds except in the following circumstances:

• The garment is materially defective (e.g. structural faults, stitching failures, or material flaws not caused by normal wear, washing, or misuse);
• The garment dispatched is not the item ordered (incorrect item sent); or
• The garment deviates materially from the measurements confirmed in your order, where you provided standard-size (non-custom) measurements and we departed from our published size chart.

To initiate a return on one of the grounds above, you must contact us at hello@soulsinclothes.com within 14 calendar days of the date of delivery, providing: your order number; a clear written description of the issue; and photographic evidence. We will acknowledge receipt and assess your request within 5 Business Days.

If your return request is accepted, we will, at our discretion, offer: (a) repair of the defective garment; (b) replacement with a new garment; or (c) a full refund to your original payment method. Refunds will be processed within 10 Business Days of our receipt, inspection, and acceptance of the returned garment. The cost of return postage for accepted defect or incorrect-item claims will be reimbursed upon submission of a receipt. For all other accepted returns, return postage is at the Customer’s expense.

8. Delivery, Shipping and Risk of Loss

We ship worldwide. Estimated delivery timescales provided at checkout or in our order confirmation are indicative only and do not constitute guaranteed delivery dates. We are not liable for delays attributable to customs authorities, national postal services, third-party couriers, or events beyond our reasonable control.

Risk of accidental loss, damage, or destruction of the goods passes to the Customer upon delivery of the goods to the delivery address specified in the order. Where a parcel is confirmed as delivered by the carrier’s tracking system but the Customer asserts non-receipt, we will raise a formal carrier investigation on the Customer’s behalf; however, we cannot accept liability for losses in respect of deliveries confirmed by the carrier.

Where delivery fails due to an incorrect or incomplete address provided by the Customer, or due to the Customer’s failure to collect the parcel within the carrier’s holding period, we are not obligated to reship at our expense and may charge additional postage for re-delivery.

Pursuant to Article 18 of the Consumer Rights Directive, where we are unable to dispatch your order within 30 calendar days of the contract date, and we have not obtained your explicit written agreement to an alternative delivery period, you have the right to terminate the Contract and receive a full refund of all amounts paid.

9. Two-Year Legal Conformity Guarantee

Pursuant to Directive (EU) 2019/771 of the European Parliament and of the Council on contracts for the sale of goods (“Sale of Goods Directive”), as transposed into the national law of the Republic of Bulgaria, the Seller warrants that all goods delivered under a Contract conform to that Contract at the time of delivery. The statutory legal guarantee of conformity runs for a period of two (2) years from the date of delivery of the goods.

During the first 12 months from the date of delivery, any lack of conformity that becomes apparent shall be presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the nature of the lack of conformity (Article 11(2) of the Sale of Goods Directive). After 12 months from delivery, the Customer may be required to establish that the lack of conformity existed at the time of delivery.

Where a valid lack of conformity is established, the Customer shall be entitled, in the first instance, to require the Seller to bring the goods into conformity through repair or replacement; and, where repair or replacement is not possible or is disproportionately costly, to a proportionate reduction in price or to rescission of the Contract and a full refund, in accordance with the hierarchy of remedies set out in Articles 13–16 of the Sale of Goods Directive and applicable Bulgarian consumer law.

This statutory guarantee is without prejudice to any other statutory rights or remedies available to the Customer under applicable law, including rights arising under the Bulgarian Consumer Protection Act.

10. Intellectual Property Rights

All content on this website — including, without limitation, text, designs, photographs, graphics, product descriptions, pattern designs, logos, the “Souls In Clothes” brand name and trade mark, and the visual identity and aesthetic of the website — is the exclusive intellectual property of the Seller or its licensors and is protected under applicable copyright law, trade mark law, design right law, and other intellectual property legislation.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and view the content of this website solely for your personal, non-commercial use. You may not, without our prior written consent: copy, reproduce, scan, or digitise any content; distribute, sell, or sublicence any content; publicly display or perform any content; modify, adapt, or create derivative works from any content; or use any content for commercial purposes.

The purchase of a garment from Souls In Clothes does not transfer to the Customer any intellectual property rights in or relating to that garment, including the design, cut, construction, or aesthetic. All such rights remain the exclusive property of the Seller.

Unauthorised use of our intellectual property may give rise to a claim for damages and may constitute a criminal offence.

11. User Conduct and Prohibited Uses

You agree not to use this website or any service provided through it for any purpose that is unlawful, fraudulent, harmful, or prohibited by these Terms. In particular, you agree not to:

• Submit false, inaccurate, or misleading information in connection with any order or inquiry;
• Conduct or attempt to conduct fraudulent transactions;
• Upload, transmit, or introduce any virus, malware, ransomware, or other malicious code;
• Attempt to gain unauthorised access to any part of our website, server, database, or associated systems;
• Scrape, harvest, or systematically extract data from this website by automated means without our express prior written consent;
• Impersonate any person or entity or misrepresent your affiliation with any person or entity;
• Engage in any conduct that is defamatory, abusive, threatening, or harmful to us, our employees, or any third party.

We reserve the right to terminate your access to this website, cancel pending orders, and take legal action if we reasonably believe you have violated the above.

12. Website Disclaimer and Limitation of Liability

This website and all content published on it are provided on an “as is” and “as available” basis, without any representation or warranty of any kind, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement. This disclaimer applies solely to the website and its digital content and does not limit your statutory rights in relation to physical goods purchased.

To the fullest extent permitted by applicable mandatory law, and subject always to the consumer protection provisions of the Consumer Rights Directive and the Sale of Goods Directive, our total aggregate liability to you arising out of or in connection with any single Contract shall not exceed the total price paid by you under that Contract.

Nothing in these Terms shall exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot lawfully be excluded or limited under the mandatory consumer protection law of your country of habitual residence.

13. Force Majeure

We shall not be liable for any failure or delay in the performance of our obligations under a Contract where such failure or delay is caused by circumstances beyond our reasonable control, including but not limited to: acts of God; natural disaster; epidemic or pandemic and related governmental restrictions; acts of war, terrorism, or civil unrest; fire, explosion, or flood; strikes or industrial action by third parties; failure or disruption of third-party transport, logistics, or communications networks; or shortage of materials or energy (“Force Majeure Event”).

Where a Force Majeure Event occurs, we will notify you as soon as reasonably practicable and will use reasonable endeavours to perform our obligations as soon as the Force Majeure Event ceases. If a Force Majeure Event continues for a period exceeding 60 consecutive calendar days, either party may terminate the affected Contract by giving written notice to the other, whereupon you shall be entitled to a full refund of all amounts paid in respect of goods not yet delivered.

14. Governing Law and Jurisdiction

These Terms of Service and any Contract formed pursuant to them shall be governed by and construed in accordance with the substantive laws of the Republic of Bulgaria, excluding its conflict-of-laws rules, without prejudice to any mandatory consumer protection rights you are entitled to under the law of your country of habitual residence as a consumer within the European Economic Area.

Subject to the foregoing, any dispute arising out of or in connection with these Terms or any Contract that the parties are unable to resolve amicably within 30 calendar days of written notice of the dispute shall be subject to the exclusive jurisdiction of the competent civil courts of Sofia, Bulgaria. Where you are a consumer habitually resident in another EU Member State, you retain the right to bring proceedings before the competent courts of that Member State.

15. Online Dispute Resolution

Pursuant to Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes, the European Commission has established an online dispute resolution (ODR) platform. Consumers in the European Union may use this platform to resolve disputes arising from online purchases out of court.

The ODR platform is accessible at: https://ec.europa.eu/consumers/odr.

Our designated contact email address for ODR purposes is: hello@soulsinclothes.com. We are not obligated to participate in alternative dispute resolution proceedings before an alternative dispute resolution entity, but we commit to examining any request submitted through the ODR platform in good faith and responding within 10 Business Days.

16. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy and any other policies expressly incorporated by reference, constitute the entire agreement between you and the Seller with respect to your use of this website and the purchase of goods, and supersede all prior and contemporaneous agreements, representations, and understandings.

Severability: If any provision of these Terms is held by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining Terms, which shall remain in full force and effect as if the severed provision had never been included.

Waiver: No failure or delay by us in exercising any right or remedy under these Terms shall operate as a waiver of that right or remedy. No single or partial exercise of any right or remedy shall preclude any other or further exercise of that right or remedy or the exercise of any other right or remedy.

Third Parties: These Terms do not confer any rights on any third party.

Contact:

Souls In Clothes
Vladimir Zahov
ul. Lulin 6, ap. 624, Sofia, Bulgaria
Email: hello@soulsinclothes.com
Website: soulsinclothes.com