Effective date: 19 October 2026
These Terms of Service (the "Terms") govern purchases from www.carbickovacrowns.com operated by Carbickova Crowns s.r.o. ("we", "us", "our"). Please read them before placing an order. By placing an order, you agree to the Terms applicable to that order. Nothing in these Terms excludes or restricts rights that consumers cannot waive under applicable law. Product-specific details shown before checkout form part of the information provided for the purchase.
Our online store is hosted by Shopify. Shopify processes information about visits to and purchases from our store, including to provide Enhanced Services through Shopify Network Intelligence, which is enabled for our store. These services may use information about interactions with our store, other merchants and Shopify for purposes such as personalisation, advertising and measurement, subject to applicable consent and opt-out rights. Further information about this processing, international transfers and privacy choices is provided in our Privacy & Cookie Policy.
1. Who We Are, Applicable Law and Jurisdiction
Seller: Carbickova Crowns s.r.o.
Registered office: Moskevská 640, 460 01 Liberec, Czech Republic
Company registration number (IČO): 10834184
VAT number: CZ10834184
Commercial Register: Regional Court in Ústí nad Labem, file C 47073
Email: hello@carbickovacrowns.com
Telephone: +420 725 044 852
Our contracts are generally governed by Czech law, without depriving consumers of the protection of mandatory provisions of the law of their country of habitual residence where those provisions apply. Disputes are heard by the courts competent under applicable jurisdiction rules. In particular, these Terms do not require consumers entitled to mandatory consumer-jurisdiction protection to bring all claims exclusively in Czech courts.
2. Handmade Nature of Products
Our crowns, masks, jewelry and accessories are handmade; many standard items are produced after an order is placed. Made to order does not automatically mean personalised or exempt from a statutory right of withdrawal.
Product photographs illustrate the design. Small differences in hand assembly, component placement, finish or shade may occur. Such variations are not, by themselves, defects where they are consistent with the product description and the quality reasonably expected. Significant differences from an agreed design or material, or goods that do not conform to the contract, remain subject to applicable consumer rights.
If a specified material or important component becomes unavailable, we will contact you to agree on a suitable substitute before making a material change to the agreed product. We do not unilaterally substitute a materially different design or specification.
3. Product Safety, Use and Care
Our decorative accessories are not toys and are not intended for children. Certain designs may contain points, sharp edges, small components or metal parts that can cause irritation or allergic reactions. Handle and wear them with care and keep them away from children. Products should not be exposed to prolonged moisture, rain, water, steam, heavy perspiration, or unsuitable chemicals. Follow any safety and care instructions accompanying the item.
Stop using a product if it becomes damaged or unsafe. Please contact us if you identify a safety issue. We are not responsible for damage caused solely by misuse or unauthorised modifications, but nothing in this section limits liability that cannot lawfully be excluded, including applicable product-safety and product-liability obligations.
4. Production Times and Agreed Delivery Dates
Production times are estimates unless a specific deadline is expressly agreed with us in writing. Typical standard production is approximately 1-3 weeks; complex personalised designs may require approximately 1-4 weeks or longer, depending on the agreed specification. Product listings, order correspondence and any expressly agreed dispatch deadline take precedence over these general estimates.
If you need delivery by a particular date, tell us before ordering and obtain our confirmation. Selecting an express carrier shortens transit time, not necessarily manufacturing time. We will inform you of material delays and work with you on a lawful solution. A delay does not automatically extinguish a customer's statutory rights to require delivery, terminate the contract where permitted or seek an appropriate refund.
5. Personalised and Custom Orders
A personalised order is an item made to a customer's individual specifications or clearly personalised to their needs - for example, a uniquely designed piece, a made-to-measure product, or a specifically agreed combination or alteration that takes it outside the standard product offering. Selecting a standard catalogue design, or simply having a standard design made after ordering, does not automatically make an item legally personalised.
We will agree on the personalised specifications, price and estimated production period with you. Where a design preview is part of the agreed process, production or the relevant customisation stage begins after the agreed approval. Where no preview is promised, production may begin after order acceptance.
For goods genuinely made to the consumer's specifications or clearly personalised, the statutory EU/EEA 14-day change-of-mind withdrawal right generally does not apply. We will identify this exception clearly where relevant. Any cancellation before manufacture or agreement to change a custom order is considered individually and cannot be guaranteed. The exception does not remove rights where goods are defective, unsafe or do not match the agreed specification.
6. Orders, Contract Formation and Cancellation
Please check the product, chosen options, contact details and delivery address before submitting your order. We may contact you for information needed to fulfil it. An automated acknowledgement confirms receipt of an order; acceptance and any subsequent changes are determined by our confirmation and applicable law.
If an item cannot be supplied, or if an obvious pricing error, unavailable component, payment problem, or objectively justified fraud or safety concern prevents fulfilment, we may decline or cancel the affected order to the extent permitted by applicable law, explain the issue, and promptly refund payments taken for goods that will not be supplied. We will not cancel an accepted order arbitrarily or remove mandatory consumer rights.
Customers may ask to amend or cancel orders as early as possible. For standard products, applicable statutory withdrawal and cancellation rights remain unchanged; for genuinely personalised products, section 5 applies.
7. Prices and Payment
Product prices, applicable taxes and available payment options are shown at checkout before the purchase is placed. Shipping charges and any charges collected by us will be displayed or disclosed as required before the order is confirmed. Prices shown for previously placed and accepted orders do not change merely because our website prices later change.
Payments are processed by the payment methods offered at checkout. Bank transfer may be arranged individually for certain orders. Production normally begins after the payment conditions agreed for the order have been met. We do not receive or store full payment-card details through ordinary Shopify checkout processing.
8. Shipping, Delivery and Risk of Loss
Available carriers and shipping services vary by destination and are displayed or agreed during checkout. They may include DHL Express, Česká pošta or domestic carriers. International dispatch depends on current carrier restrictions and customs rules; a service mentioned in these Terms is not guaranteed for every destination.
Transit times are estimates unless an enforceable delivery date has been expressly agreed. We will help investigate a delayed or missing parcel and communicate with the carrier when appropriate.
For consumers where applicable law so requires, the risk of loss or damage remains with us until the goods are physically received by the consumer or a third party designated by them, other than the carrier. Where the consumer independently chooses a carrier not offered by us, the applicable special rule may differ. We do not transfer the consumer's delivery risk merely by handing the parcel to our chosen carrier.
If a parcel is marked delivered but is missing or damaged, please contact us promptly with the order details so we can investigate. Statutory rights are not conditional on a carrier granting a claim.
9. Customer Delivery Details and Failed Delivery
Please provide an accurate and complete delivery address, an active email address, and a phone number where needed by the carrier. Tell us promptly if information changes. You may be responsible for reasonable, documented additional costs arising directly from an address error, unjustified refusal, or failure to collect a parcel, to the extent permitted by applicable law.
We will review non-delivery, return-to-sender and redelivery cases individually. Shipping or return costs will not be deducted automatically where the law requires reimbursement or where the problem was caused by us or our carrier. This section does not limit the statutory right of withdrawal or remedies for defective or undelivered goods.
10. Import Duties, Taxes and Customs
Orders shipped internationally may be subject to import VAT, customs duties and carrier clearance or processing fees. The checkout, shipping offer or order confirmation will indicate any import charges collected by us or paid in advance where applicable. Otherwise, destination-country import charges may be payable by the recipient. No charge should be paid twice for the same duty or tax.
Unless we expressly agree to a duty-paid service or applicable law provides otherwise, the recipient is generally responsible for import charges imposed by the destination authority or carrier. We cannot guarantee customs clearance times. Please contact us before refusing a parcel over customs charges so that we can discuss available options and consequences; any applicable refund and cost allocation remain subject to mandatory law and the agreed shipping terms.
11. Returns, Withdrawal and Refunds
11.1 EU/EEA consumers: statutory withdrawal for eligible goods
If you purchase eligible goods online as a consumer, you generally have 14 days from receipt of the goods (or receipt of the last item where the law so provides) to notify us that you are withdrawing from the purchase without giving a reason. Notify us by an unequivocal statement sent to hello@carbickovacrowns.com, or use the model form at the end of these Terms. You do not need our approval or a return authorisation to exercise the statutory right.
After notifying us, you must send the goods back within 14 days. The deadline is met when you dispatch them before it expires. You normally pay the direct cost of return shipping, unless we agreed otherwise or applicable law requires us to pay. Please pack items securely. You may inspect an item as you would in a shop; you may be responsible for any loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning. Merely opening or trying an eligible product does not automatically remove your withdrawal right.
We will reimburse amounts required by law, including the cost of the least expensive standard delivery method offered for the original order where applicable. We do not have to reimburse a surcharge for a more expensive delivery method you chose. Reimbursement will be made without undue delay and no later than 14 days after we are informed of your withdrawal. Unless otherwise agreed, it will be made using the original payment method without additional refund fees. We may withhold reimbursement until the earlier of receiving the returned goods or receiving evidence that you sent them back, where permitted by law.
The statutory change-of-mind withdrawal right does not apply where a lawful exception applies, including goods genuinely made to your specifications or clearly personalised (see section 5). This exception does not affect legal remedies for non-conforming goods.
11.2 Customers outside the EU/EEA: voluntary standard-product returns
Unless mandatory local law provides otherwise, we offer a voluntary return option for non-personalised standard goods if you contact us within 14 days of delivery and dispatch the goods within 14 days after notifying us. Goods should be securely protected, complete and in a condition suitable for resale; if used or damaged beyond reasonable inspection, we may reduce or decline a voluntary refund as allowed by law. For this voluntary policy, the customer pays return shipping, and original outbound shipping charges are generally not refunded unless the law requires otherwise or we agree. This voluntary policy does not remove any non-excludable local rights or rights for defective goods.
11.3 Return address and practical instructions
Carbickova Crowns s.r.o.
Moskevská 640
460 01 Liberec
Czech Republic
Phone: +420 725 044 852
Please use protective packaging and ideally a trackable service. If returning from outside the EU, mark the customs documents accurately as a return of previously purchased goods, where appropriate, and contact us if you need documentation. Incorrect customs declarations may cause delays or charges. Missing tracking alone does not extinguish statutory withdrawal rights, but evidence of dispatch may be necessary to demonstrate timely return.
11.4 Incorrect, damaged or non-conforming goods
If an item is faulty, materially different from the agreed design, or is not delivered as agreed, please contact us. We will assess your statutory remedies, which may include repair, replacement, price reduction or refund as required by law. The voluntary returns conditions above do not limit these rights. Where we are legally responsible for a defect, required reasonable return and remedy costs are borne by us.
12. Conformity of Goods, Complaints and Voluntary Guarantee
For EU/EEA consumers, statutory rights concerning lack of conformity apply. As a general EU minimum, sellers are liable for defects that existed at delivery and become apparent within two years of delivery, subject to applicable national rules. A defect appearing within the first year is generally presumed to have existed at delivery unless the seller proves otherwise or the presumption is incompatible with the nature of the goods or defect; local law may provide greater protection.
Normal wear, damage due to misuse, accidental breakage or inadequate care is not automatically a conformity defect. Equally, our handmade process, component materials or care instructions do not permit us to exclude defects that are covered by law. Ordinary oxidation or discoloration must be assessed in light of the agreed product quality, reasonable expectations, materials, use and care, not refused automatically.
To make a complaint, contact hello@carbickovacrowns.com, describe the issue, provide the order identifier and, if available, photographs. Photographs are helpful but do not replace a lawful assessment. We will give any required written acknowledgement and handle complaints within the timeframes imposed by applicable law. For Czech consumer complaints, the general statutory period for resolution, including remedy, is 30 days unless a longer period is agreed, subject to the customer's necessary cooperation.
For buyers outside the EU/EEA we offer, in addition to any mandatory rights, a voluntary 30-day manufacturing-defect assistance period from delivery. Contact us during that period if you notice a manufacturing defect. This is not a statement that all statutory rights worldwide expire after 30 days, nor does it limit remedies required by a buyer's applicable law. Any separate written commercial guarantee will specify its terms.
13. Liability
We are responsible for our obligations and legal duties as required by applicable law. We do not exclude or restrict liability for personal injury, death, defective products, intentional misconduct, gross negligence or other matters where exclusion is prohibited. We are not responsible for losses caused solely by a customer's improper use, unauthorised alterations, or inaccurate delivery instructions to the extent such allocation is lawful. Delivery risk and consumer remedies remain governed by sections 8, 11 and 12 and by mandatory law.
14. Website Information and Errors
We aim to present accurate product descriptions, options, prices and availability. If we discover an error, we will correct it and, if it materially affects an order, contact you to agree a lawful solution. We will not substitute materially different goods without agreement. Any lawful cancellation will be accompanied by an appropriate refund.
15. Events Beyond Our Reasonable Control
Events such as natural disasters, government restrictions, major supply interruptions, serious transport disruption, cyber incidents or other circumstances beyond our reasonable control may affect production or delivery. We will inform affected customers as reasonably possible and seek a practical solution. This section does not remove statutory rights arising from non-delivery, delay, withdrawal where applicable, or breach of contract.
16. Customer Photos and Social Media Content
We appreciate photographs of our creations. Sending an image to us or tagging our social-media account does not, by itself, grant an unlimited advertising licence. We will seek appropriate permission before using identifiable customer content in our own promotional materials, subject to applicable law and any platform permissions or licence expressly granted. The agreed permission, permitted uses and any withdrawal or removal request may be discussed at hello@carbickovacrowns.com. You must have the rights needed to authorise the intended use of any materials you submit.
17. Intellectual Property and Brand Protection
Our original photos, text, artwork, logos, protectable designs and other creative content are protected to the extent provided by applicable copyright, trademark, registered or unregistered design, and other intellectual-property laws. No intellectual-property rights are transferred by buying a product except those expressly granted by law or written agreement.
You may not reproduce, distribute, sell, scrape or commercially exploit protected content, or use our brand or protected designs in a misleading or infringing way, without our permission, except where applicable law expressly permits the relevant use. We reserve the right to address counterfeit goods, infringement and unauthorised use through lawful reporting and enforcement channels. Inspiration, independently created ideas and otherwise lawful conduct are not automatically prohibited merely because they resemble an aesthetic style.
18. Complaints and Alternative Dispute Resolution (ADR)
Please contact us first at hello@carbickovacrowns.com so we can try to resolve the issue directly.
If a consumer dispute arising from a sales or services contract cannot be resolved by agreement, the competent Czech out-of-court consumer dispute resolution body for these types of goods is:
Czech Trade Inspection Authority (Česká obchodní inspekce - ČOI)
Central Inspectorate - ADR Department
Gorazdova 1969/24, 120 00 Prague 2, Czech Republic
Email: adr@coi.gov.cz
Information: https://coi.gov.cz/informace-o-adr/
ADR is an alternative procedure and does not remove the right to seek judicial protection. The EU Online Dispute Resolution (ODR) platform was discontinued in July 2025 and is not listed as an active complaint route.
19. Changes to These Terms
We may update these Terms for future orders. The version in force when an order is made generally governs that order, subject to mandatory law and changes specifically agreed with the customer. Any new version will show its publication/effective date and will not retroactively remove accrued consumer rights.
Annex: Model withdrawal form (EU/EEA consumers)
Complete and send this form only if you wish to withdraw from a contract for goods to which the statutory withdrawal right applies. You may instead send any clear statement of your decision by email.
To: Carbickova Crowns s.r.o., Moskevská 640, 460 01 Liberec, Czech Republic
Email: hello@carbickovacrowns.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
- Product(s) / order number: ______________________________
- Ordered on: ______________________________
- Received on: ______________________________
- Name of consumer(s): ______________________________
- Address of consumer(s): ______________________________
- Date: ______________________________
- Signature (only if this form is submitted on paper): ______________________________