Условия за използване на услугата

Last updated: April 2026 Please read these Terms of Service ("Terms") carefully before using the website soulsinclothes.com ("Website", "Site") operated by Souls In Clothes ("we", "us", "our", "the Seller"). By accessing or using our Website, placing an order, or otherwise engaging with our services, you ("Customer", "you", "your") agree to be bound by these Terms in their entirety. If you do not agree with any part of these Terms, you must not use the Website or place any orders. These Terms constitute a legally binding agreement between you and Souls In Clothes. They govern your use of the Website and any purchase of products offered through it. Additional policies referenced herein — including our Privacy Policy and Shipping Policy — form an integral part of this agreement. 1. About the Seller Souls In Clothes is a handmade clothing brand based in Bulgaria, a Member State of the European Union. We design and produce linen garments by hand, made to order. Business name: Souls In Clothes Country of establishment: Bulgaria, EU Website: soulsinclothes.com Contact email: hello@soulsinclothes.com Platform: This Website is hosted and operated through Shopify Inc. As a trader based in the European Union, we comply with the applicable provisions of EU consumer protection law, including Directive 2011/83/EU on consumer rights, Regulation (EU) 2016/679 (General Data Protection Regulation), and Regulation (EU) No 524/2013 on online dispute resolution. 2. Eligibility You must be at least 16 years of age to use this Website or place an order. By using the Website and/or placing an order, you represent and warrant that you are at least 16 years old and have the legal capacity to enter into a binding contract under the laws applicable to you. If you are between 16 and 18 years of age, you confirm that you have obtained consent from a parent or legal guardian to use this Website and to make purchases, and that your parent or legal guardian has read and agrees to these Terms on your behalf. We reserve the right to refuse service, terminate accounts, or cancel orders at our discretion if we have reason to believe that a Customer does not meet these eligibility requirements. 3. Products and Descriptions All products sold through Souls In Clothes are handmade linen garments, produced to order. We take great care to represent our products accurately on the Website. However, given the handmade nature of our work, please note the following: Colour variations: Actual product colours may differ slightly from what is displayed on your screen due to differences in monitor settings, screen resolution, lighting conditions during photography, and the natural characteristics of linen fabric. We do not guarantee an exact colour match between the product image and the product you receive. Natural fabric characteristics: Linen is a natural fibre. Minor variations in texture, weave, and colour are inherent qualities of the material and are not defects. Over time, linen softens and develops a unique character with use and washing. Handmade variations: Because each piece is made individually by hand, slight variations between garments are normal and expected. These are characteristics of handmade craftsmanship, not defects. No two pieces are identical. Measurements: We provide detailed measurement guides for each product. Minor deviations of up to 1–2 cm from stated measurements may occur due to the handmade production process. Product descriptions, images, and specifications on the Website are provided for informational purposes and constitute an invitation to treat, not a binding offer. We reserve the right to update, modify, or correct product information at any time without prior notice. 4. Orders and Contract Formation The process for placing an order and forming a binding contract is as follows: Browsing and selection: You select the product(s) you wish to purchase, including size, colour, and any customisation options, and add them to your shopping cart. The display of products on the Website constitutes an invitation to treat, not a contractual offer. Placing an order: When you proceed to checkout and submit your order along with payment, you are making a binding offer to purchase the selected product(s) at the stated price, subject to these Terms. Order acknowledgement: Upon receiving your order, we will send you an automated email confirming receipt of your order. This acknowledgement does not constitute acceptance of your offer or formation of a contract. Contract formation: A binding contract between you and Souls In Clothes is formed only when we dispatch your order or send you a separate confirmation of acceptance. At that point, the contract is concluded for the specific items confirmed. We reserve the right to refuse or cancel any order for any legitimate reason, including but not limited to: product unavailability, errors in pricing or product descriptions, suspected fraudulent activity, or inability to verify your payment or identity. If we cancel your order after payment has been taken, we will issue a full refund to your original payment method without undue delay. It is your responsibility to ensure that all information provided during the order process — including delivery address, sizing selections, and contact details — is accurate and complete. We are not liable for delays or non-delivery resulting from incorrect information provided by you. 5. Pricing and Payment All prices displayed on the Website are in Euros (EUR) and include applicable VAT where required by law. Prices do not include customs duties or import taxes that may be imposed by your country of destination, except as stated below for US shipments. Payment methods: We accept payment through the following methods as made available at checkout: Credit and debit cards (Visa, Mastercard, American Express) PayPal Shopify Payments Other methods as displayed at checkout from time to time Payment is collected in full at the time of order placement. Your order will not be processed until payment has been successfully received and verified. All payment processing is handled securely through Shopify’s payment infrastructure and/or the respective payment provider. Souls In Clothes does not store your credit card details. We make every effort to ensure that prices displayed on the Website are accurate. In the event of a pricing error, we reserve the right to cancel the order and refund any payment made. If a pricing error is discovered after your order has been dispatched, we will not seek to recover additional payment from you. Currency conversion: If you pay in a currency other than EUR, your bank or payment provider may apply its own exchange rate and may charge a currency conversion fee. Such charges are your responsibility. 6. Custom Sizing Policy We offer custom sizing at no additional cost. If you select a custom size when placing your order, you will be asked to provide your specific body measurements according to our measurement guide. Please note the following regarding custom-sized orders: Accuracy of measurements: You are solely responsible for the accuracy of the measurements you provide. We strongly recommend following our measurement guide carefully and, where possible, having someone assist you in taking your measurements. Final sale: Custom-sized items are made specifically to your measurements and therefore cannot be returned, exchanged, or refunded under the EU right of withdrawal. This exemption is provided for under Article 16(c) of Directive 2011/83/EU, which excludes from the right of withdrawal goods made to the consumer’s specifications or clearly personalised. By placing an order for a custom-sized item, you expressly acknowledge and agree to this exclusion. Incorrect measurements: If a garment does not fit because the measurements provided by you were inaccurate, we are unable to offer a refund or free alteration. We may, at our discretion, offer to produce a replacement garment at a reduced cost. Defective custom items: If a custom-sized garment is defective — meaning it does not conform to the measurements you provided — you are entitled to a remedy under the legal guarantee of conformity (see Section 11 below). 7. Shipping and Delivery We offer free worldwide shipping on all orders. Shipping costs are borne entirely by Souls In Clothes. Processing time: Because all garments are handmade to order, please allow 5–7 business days for production before your order is dispatched. Processing times may be longer during periods of high demand, and we will notify you if a significant delay is expected. Estimated delivery times: After dispatch, estimated delivery times depend on the destination: European Union: 5–10 business days United Kingdom: 7–14 business days United States & Canada: 10–20 business days Rest of world: 10–25 business days These timeframes are estimates and are not guaranteed. Delivery times may be affected by customs processing, postal service delays, public holidays, force majeure events, or other circumstances beyond our control. Tracking: Where available, we will provide you with a tracking number via email once your order has been dispatched. Customs, duties, and import taxes: United States: For shipments to the US, customs duties and import processing fees are covered by the Seller. You will not be charged additional fees upon delivery for customs clearance. All other countries: Orders shipped outside the EU may be subject to customs duties, import taxes, and/or brokerage fees imposed by the destination country. These charges are the Customer’s responsibility and are not included in our prices. We have no control over these charges and cannot predict their amount. We recommend contacting your local customs office for information before placing your order. Risk of loss: For consumers within the EU, the risk of loss or damage to the goods passes to you at the moment you (or a third party designated by you) physically acquire the goods, in accordance with Article 20 of Directive 2011/83/EU. For non-EU customers, risk passes upon delivery to the carrier. Non-delivery: If your order has not arrived within 30 business days of the estimated delivery date, please contact us at hello@soulsinclothes.com. We will investigate with the carrier and, where appropriate, arrange a replacement or refund. 8. Right of Withdrawal (EU Cooling-Off Period) If you are a consumer in the European Union or the European Economic Area, you have the right to withdraw from the contract within 14 calendar days without giving any reason, in accordance with Directive 2011/83/EU. Withdrawal period: The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. If you ordered multiple items in a single order that are delivered separately, the period expires 14 days from the day you receive the last item. How to exercise your right of withdrawal: To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement sent to: Souls In Clothes Email: hello@soulsinclothes.com You may use the following model withdrawal form, but it is not obligatory: To: Souls In Clothes, hello@soulsinclothes.com I hereby give notice that I withdraw from my contract of sale of the following goods: Order number: ___________ Ordered on: ___________ / Received on: ___________ Name of consumer: ___________ Address of consumer: ___________ Date: ___________ Signature (only if sent on paper): ___________ To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Effects of withdrawal: If you withdraw from the contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. Return of goods: You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct cost of returning the goods. Condition of returned goods: You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. This means you may try on the garment as you would in a physical store, but items that have been worn (beyond trying on), washed, altered, damaged, or that show signs of use beyond reasonable inspection will not be accepted for a full refund. Exceptions to the right of withdrawal: In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to: Goods made to the consumer’s specifications or clearly personalised — this includes all custom-sized orders where you have provided your own measurements By placing an order for a custom-sized garment, you acknowledge that you are waiving your right of withdrawal for that item. 9. Returns, Refunds, and Exchanges Standard-size orders: Items ordered in standard sizes may be returned within 14 days of delivery under the right of withdrawal described in Section 8 above. To initiate a return, please contact us at hello@soulsinclothes.com with your order number before sending any items back. Return conditions: To be eligible for a return and refund, items must be: Unworn (beyond trying on for fit) Unwashed and unaltered Free from stains, odours, pet hair, or signs of use In their original condition with all tags attached Returned in appropriate packaging to prevent damage during transit Return shipping: The cost of return shipping is borne by the Customer. We recommend using a trackable shipping service, as we cannot be responsible for items lost in return transit. Refund processing: Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 14 days of receiving the returned goods (or proof of return shipment, whichever is earlier). Exchanges: We do not offer direct exchanges. If you wish to receive a different size or product, please return the original item for a refund and place a new order. Custom-sized orders: As stated in Section 6, custom-sized items are final sale and are not eligible for return, refund, or exchange, except where the item is defective or does not conform to the contract (see Section 11). Damaged or incorrect items: If you receive a damaged or incorrect item, please contact us within 48 hours of delivery at hello@soulsinclothes.com with photographs of the issue and your order number. We will arrange a replacement or full refund at our expense, including return shipping costs. 10. Cancellations and Modifications Cancellation before production: Because our garments are made to order, you may cancel or modify your order only if production has not yet begun. To request a cancellation or modification, contact us as soon as possible at hello@soulsinclothes.com with your order number. Cancellation after production has begun: Once production of your garment has started, we are unable to cancel or modify the order. For standard-size items, you may still exercise your right of withdrawal after receiving the goods (see Section 8). For custom-sized items, cancellation is not possible once production has begun, as the item is being made to your specifications. Cancellation by the Seller: We reserve the right to cancel an order at any time before dispatch if: The product is no longer available There was a material error in the pricing or product description We are unable to verify your payment information We suspect fraudulent activity In such cases, we will notify you promptly and issue a full refund. 11. Legal Guarantee of Conformity Under EU consumer protection law, all goods sold to consumers must conform to the contract of sale. As a consumer in the European Union, you benefit from a legal guarantee of conformity for a minimum period of two (2) years from delivery of the goods, in accordance with Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods. What constitutes a lack of conformity: A product lacks conformity if it: Does not match the description, type, quantity, or quality specified in the contract Is not fit for the purpose for which goods of the same type would normally be used Does not possess the qualities and features that are normal in goods of the same type and that you may reasonably expect given the nature of the goods (taking into account that these are handmade garments with natural fabric variations) Does not match any sample or model that was made available to you before the contract was concluded, except where differences were clearly communicated Burden of proof: Any lack of conformity that becomes apparent within one (1) year of delivery is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or the nature of the lack of conformity. For the remaining period of the guarantee, you may need to demonstrate that the defect existed at the time of delivery. Remedies: If a product lacks conformity, you are entitled to: Repair or replacement of the goods, free of charge, within a reasonable time and without significant inconvenience to you, unless the chosen remedy is impossible or would impose disproportionate costs on us compared to the alternative remedy. A proportionate reduction in the price, or termination of the contract (with a full refund), if: Repair or replacement is impossible or disproportionate We have failed to carry out the repair or replacement within a reasonable time A previous repair or replacement has caused significant inconvenience to you The lack of conformity is so serious as to justify an immediate price reduction or contract termination This legal guarantee is in addition to, and does not affect, your right of withdrawal or any other rights you may have under applicable national law. Nothing in these Terms limits or excludes your statutory rights as a consumer. 12. Intellectual Property All content on the Website — including but not limited to text, product descriptions, photographs, images, graphics, logos, icons, design elements, visual layouts, and branding materials — is the property of Souls In Clothes or its licensors and is protected by applicable copyright, trademark, and other intellectual property laws. You may not, without our prior written consent: Reproduce, distribute, modify, create derivative works of, publicly display, or publicly perform any content from the Website Use any content from the Website for commercial purposes Frame or mirror any part of the Website on any other website or platform Use automated systems, scraping tools, or data-mining methods to extract content from the Website Limited use of Website content for personal, non-commercial purposes (such as sharing a product link) is permitted provided appropriate attribution is given and no modification of the content is made. The Souls In Clothes name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of Souls In Clothes. You may not use such marks without our prior written permission. 13. User Conduct When using the Website, you agree not to: Use the Website for any unlawful purpose or in violation of any applicable local, national, or international law or regulation Provide false, inaccurate, or misleading information when placing an order or creating an account Impersonate any person or entity, or falsely state or misrepresent your affiliation with a person or entity Interfere with or disrupt the Website, its servers, or networks connected to the Website Attempt to gain unauthorised access to any part of the Website, other accounts, computer systems, or networks connected to the Website Use any robot, spider, scraper, or other automated means to access the Website for any purpose without our express written permission Introduce any viruses, trojan horses, worms, or other malicious code Engage in any conduct that restricts or inhibits anyone’s use or enjoyment of the Website We reserve the right to terminate or restrict your access to the Website at any time, without notice, for conduct that we believe violates these Terms or is harmful to other users, us, or third parties. 14. Privacy and Data Protection We are committed to protecting your personal data in accordance with Regulation (EU) 2016/679 (the General Data Protection Regulation, "GDPR") and applicable Bulgarian data protection law. Our collection, use, and processing of your personal data is governed by our Privacy Policy, which is available on our Website and forms an integral part of these Terms. By using the Website and placing an order, you acknowledge that you have read and understood our Privacy Policy. Key points regarding data processing: We collect personal data necessary to fulfil your order (name, email address, shipping address, payment information) and to provide you with customer service Payment data is processed securely by our payment providers (Shopify Payments, PayPal, and/or other processors) and is not stored by Souls In Clothes We process your data on the legal bases of contract performance (Article 6(1)(b) GDPR), legal obligation (Article 6(1)(c) GDPR), and, where applicable, your consent (Article 6(1)(a) GDPR) or our legitimate interests (Article 6(1)(f) GDPR) You have the right to access, rectify, erase, restrict processing of, and port your personal data, as well as the right to object to certain processing and to withdraw consent at any time For any data protection queries or to exercise your rights, contact us at hello@soulsinclothes.com For full details, please refer to our Privacy Policy. 15. Limitation of Liability To the fullest extent permitted by applicable law: Souls In Clothes shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or use, whether in an action in contract, tort, or otherwise, arising out of or in any way connected with the use of the Website or the purchase of products, even if we have been advised of the possibility of such damages. Our total aggregate liability arising out of or in connection with these Terms or any order shall not exceed the total amount paid by you for the specific order giving rise to the claim. We are not liable for any delay or failure to perform our obligations where such delay or failure results from circumstances beyond our reasonable control (see Section 16: Force Majeure). Nothing in these Terms excludes or limits our liability for: Death or personal injury caused by our negligence Fraud or fraudulent misrepresentation Any liability that cannot be excluded or limited under applicable EU or national law, including your statutory rights under the legal guarantee of conformity The limitations and exclusions in this section reflect a fair and reasonable allocation of risk and form an essential basis of the agreement between us. The Website and products would not be provided at the stated prices without these limitations. 16. Force Majeure We shall not be liable for any failure to perform, or delay in performing, any of our obligations under these Terms if such failure or delay results from events, circumstances, or causes beyond our reasonable control ("Force Majeure Event"). Force Majeure Events include, but are not limited to: Natural disasters (earthquakes, floods, storms, epidemics, pandemics) War, armed conflict, terrorism, riots, civil unrest Government actions, sanctions, embargoes, trade restrictions Strikes, lockouts, or other industrial disputes (excluding those involving our own workforce) Failure of public or private telecommunications networks, internet outages Postal or carrier service disruptions or delays Disruption to or unavailability of raw materials (including linen fabric supply) In the event of a Force Majeure Event, our obligation to perform is suspended for the duration of the event. We will use reasonable efforts to mitigate the effects and to find alternative solutions. If a Force Majeure Event continues for more than 60 days, either party may terminate the affected order(s) by written notice, and we will issue a full refund for any unfulfilled orders. 17. Dispute Resolution We are committed to resolving any disputes amicably and encourage you to contact us first at hello@soulsinclothes.com before pursuing any formal complaint or legal action. We will endeavour to respond to complaints within 14 days of receipt. EU Online Dispute Resolution (ODR): In accordance with Regulation (EU) No 524/2013, the European Commission provides an Online Dispute Resolution platform for consumers who wish to resolve disputes arising from online purchase contracts. The ODR platform is available at: https://ec.europa.eu/consumers/odr/ You may use this platform to submit a complaint if you are a consumer residing in the EU/EEA and the dispute relates to a contract concluded online. Our email address for the purposes of the ODR platform is: hello@soulsinclothes.com. We are not obligated to participate in dispute resolution proceedings before a consumer arbitration body, but we will assess each case individually and may choose to do so on a voluntary basis. Nothing in this section affects your right to bring proceedings before the competent courts. 18. Severability If any provision of these Terms is found by a competent court or authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any modification or deletion of a provision under this section shall not affect the validity and enforceability of the remaining provisions of these Terms. The failure of either party to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. 19. Governing Law and Jurisdiction These Terms are governed by and construed in accordance with the laws of the Republic of Bulgaria, without regard to its conflict of laws principles. For consumers residing in the European Union: you will benefit from any mandatory provisions of the consumer protection law of the EU Member State in which you are habitually resident. Nothing in these Terms affects your rights as a consumer to rely on such mandatory provisions. In accordance with Article 18 of Regulation (EU) No 1215/2012 (Brussels I Recast), a consumer may bring proceedings against us either in the courts of Bulgaria or in the courts of the Member State in which the consumer is domiciled. For non-EU customers: any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts in Bulgaria, unless mandatory rules of the consumer’s country of residence provide otherwise. 20. Changes to These Terms We reserve the right to update, modify, or replace these Terms at any time at our sole discretion. Changes will become effective upon posting of the revised Terms on the Website, with the “Last updated” date amended accordingly. If we make material changes that significantly affect your rights or obligations, we will use reasonable efforts to provide notice — such as displaying a prominent notice on the Website or sending an email to customers with active orders. Your continued use of the Website or placement of orders after any changes to the Terms constitutes your acceptance of the new Terms. We encourage you to review these Terms periodically. The version of the Terms in effect at the time you place an order will govern that specific transaction. 21. Contact Information If you have any questions, concerns, or complaints about these Terms, your order, or our products, please contact us: Business name: Souls In Clothes Email: hello@soulsinclothes.com Website: soulsinclothes.com We aim to respond to all enquiries within 2 business days. For data protection enquiries or to exercise your rights under the GDPR, please email us at hello@soulsinclothes.com with the subject line “Data Protection Request”. For disputes, you may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.