We are here for you every working day from 10:00 a.m. to 4:00 p.m. and we always try to do our best for 100% satisfaction of our customers.
If a piece of your order does not fit or suits you and you want to return or exchange the product, follow the instructions below.
WHAT DO I DO WHEN I RECEIVED THE WRONG PRODUCT?
We value every order immensely, we try to process it as soon as possible and without errors. If there is something wrong with your order, contact our customer support at info@timme.sk and agree on the next course of action. In the event that the error occurred on our end, we will promptly process the return or exchange of the product at our expense.
BEFORE SENDING IT BACK TO US, MAKE SURE THAT:
➛ The product has no tags or labels removed
➛ The product is not damaged or any kind of contamination from, for example, make-up / self-tanning cream...
➛ The product is packed in its original packaging
A product that is damaged / soiled / without original packaging or with labels removed will not be refunded.
GOODS REPLACEMENT
We know that returning goods that don't fit you can sometimes be unpleasant, and that's why we try to make the whole process as easy as possible. You can find the exchange form at the bottom of this page. After filling out the form, you will receive a confirmation by e-mail with a unique code for a free return shipment and other information to send the goods to us for exchange.
You can send the shipment to us carefree via the Post Office at one of the delivery points. When submitting, just report the unique return shipment code that you will receive after filling out the form. The operator of the delivery point will print a label for you, stick it on the shipment and give you a confirmation of receipt of the shipment.
HOW IS THE EXCHANGE OF GOODS PROCESSED?
Your exchange will be processed within three business days after delivery to our warehouse. Once we have processed the exchange, we will send the goods selected by you to the address or delivery point from the previous order. This service is charged in the amount of 109,- for the Czech Republic and 4.60€ for the SK, which you will pay when taking over the shipment. (the amount includes the shipping fee and cash on delivery).
You can find the form for exchanging goods here: View form
WITHDRAWAL FROM THE PURCHASE CONTRACT AND RETURN OF GOODS
Goods that you have purchased on timme.sk, timme.cz or www.timmefashion.com can be returned without giving a reason within 14 working days of receiving the goods in accordance with § 1829 paragraph 1 letter a) of Act No. 89/2012 Coll., Civil Code. It is possible to withdraw from the contract by completing the form, which you send together with the returned goods. The deadline for withdrawing from the purchase contract is considered preserved if you sent the goods with the completed form no later than the last day of the 14-day period.
According to § 1837 compliance letter g) of Act No. 89/2012 Coll., the customer cannot withdraw from the purchase contract, is subject to the following:
- sale of goods that are subject to rapid deterioration or deterioration.
- sale of goods in a protected protective packaging, which is not suitable for return due to hygiene or health protection reasons, and to which this packaging was broken after delivery.
- fragrance sample testers in a 1.75-2.5 ml spray bottle cannot be returned as normal goods. Considering the price, the sample is an ideal opportunity to try the fragrance.
You can find the return form here: View form
HOW IS THE RETURN OF GOODS PROCESSED?
We know that returning goods that don't suit you or don't fit can sometimes be unpleasant, and that's why we try to make the whole process as easy as possible. You can find the returns form at the top of this page. After filling out the form, you will receive a confirmation by e-mail with a unique code for the delivery of the shipment, and other information related to sending the returned goods to us.
You can send the shipment to us carefree via the Post Office at one of the delivery points. When submitting, just report the unique return shipment code that you will receive after filling out the form. The operator of the delivery point will print a label for you, stick it on the shipment and give you a confirmation of receipt of the shipment.
WITHDRAWAL FROM THE CONTRACT, PROCESSING RETURNS AND REFUNDS
We will process the return of the goods and refund the purchase price directly to the card or account that you specified within 14 days of the delivery of the shipment back to our warehouse at the latest. You will receive information about the processing of returned goods by e-mail. When withdrawing from the entire purchase contract, you will also be refunded the costs for the delivery of the goods. In case of unauthorized withdrawal from the purchase contract, the product will be returned to you at your expense. By withdrawing from the purchase contract, the contract is canceled from the beginning.
DO I PAY SHIPPING WHEN WITHDRAWING THE CONTRACT FOR RETURNING GOODS?
At this time we do not offer returns - withdrawal of goods free of charge. Postage is paid by the sender of the shipment and is not refunded by TIMME brand s.r.o. We now offer a service for easy returns, where you can use our unique code to return the shipment through Zásilkovna. This service is charged in the amount of CZK 69 for the Czech Republic and EUR 2.99 for Slovakia, the shipping amount will be deducted from the total refunded amount.
OUT OF JUDICIAL RESOLUTION OF DISPUTES
If you are not satisfied with the way your complaint was handled, or if you believe that we have violated your rights, you can, according to Act 391/2015 Coll. to submit a proposal for the initiation of an alternative dispute resolution entity of an alternative dispute resolution entity. You can submit a proposal to us in the manner specified under §12 of Act 391/2015 Coll. The subject (ADR) of out-of-court resolution of consumer disputes between a trader and a consumer is the Czech Trade Inspection or another entity authorized by the Ministry of Industry and Trade http://www.mpo.cz/dokument169867.html.
ADDRESS FOR RETURNS OR EXCHANGES:
TIMME
U Golfu 664/117
111 01 Prague 15 - Horní Měcholupy
Czech Republic