Terms of service


GENERAL TERMS AND CONDITIONS

  • 1. These terms and conditions establish the procedure for interaction between the Eleven Emotions online store and the customers of the Eleven Emotions online store - individuals and legal entities who have placed an order using the “Shopping Cart” service located on the Eleven Emotions website (hereinafter referred to as the site).
  • 2. The Eleven Emotions online store sells and delivers goods throughout Ukraine.
  • 3. Eleven Emotions online store sells goods at retail. The action of returning the goods is carried out in accordance with the Law of Ukraine “On Protection of Consumer Rights”.
  • 4. By placing an order on the site, the customer unconditionally agrees to comply with these terms and conditions and confirms that he is familiar with them.
  1. PLACING AN ORDER
  • 1. The order is placed by the customer by adding the goods to the cart.
  • 2. The order is considered to be properly executed if:
    • 2.1. the customer has filled in all the fields of the form that allow to identify and contact the customer:
    • 2.2. Full name/name;
    • 2.3. Contact phone number;
    • 2.4. Address;
    • 2.5. Preferred payment method (payment methods are listed in clause 5.1);
    • 2.6. Preferred method of delivery of the goods.
  1. ACCEPTANCE OF THE ORDER BY THE VOVK.com INTERNET SHOP
  • 1. Upon receipt of the order, the manager of the Eleven Emotions online store checks the availability of the goods and, if the order is placed in accordance with clause 2.2. of these terms and conditions, accepts the order and contacts the client to confirm the details.
  • 2. From the moment the Eleven Emotions online store accepts the order, the client has the right to cancel the order or make changes to the order (delete/add goods to the order, change the characteristics of the goods (color, size, quantity, etc.)). After payment of the invoice, the removal of items from the order is not allowed.
  1. ORDER PLACEMENT.
  • 1. Employees of the Eleven Emotions online store place orders. Orders with the status of “PROCESSED”, formed and confirmed before 15-00, are sent on the same day. If you placed an order on a Sunday or a holiday, its dispatch is shifted to the first business day following the day of ordering. The sender's city is Kyiv.
  • 2. In case of absence of any product in the Eleven Emotions online store, the employee checks the availability throughout the network and arranges internal movement after agreeing on the terms with the customer. If the product is not available throughout the network, the manager of the Eleven Emotions online store may offer the customer a replacement of the missing product with any other product. With the customer's consent, another proposed product is added to the order, in case of disagreement, the order goes into the “REFUSAL” status.
  • 3. At the time of completion of the order, the manager of the Eleven Emotions online warehouse informs the customer about the status of the order and issues an invoice for payment if the chosen payment method complies with clause 5.1.2.
  1. PAYMENT FOR THE ORDER
  • 1. Payment for the order is made in the following ways:
    • 1.1. Payment upon receipt (cash on delivery);
    • 1.2. Payment to the card online;
    • 1.3. Payment through the liqpay system.
    • 1.4. Payment via invoice.
  • 3. You can pay for the order in cash upon receipt of the parcel at any Nova Poshta branch. The commission for the transfer of funds is paid by the buyer. The cost of cash on delivery is 20 UAH + 2% of the amount (Nova Poshta fee). Pay for the order with a Visa or MasteCard on the website immediately after placing the order through the liqpay system. Payment is made on a page protected by security certificates. You pay only the cost of the goods, no commission is charged when paying online.
  1. ORDER DELIVERY
  • 1. Delivery by postal services.
  • Delivery of the order is carried out at the expense of the client at the carrier's rates in the following ways:
    • 1.1. Delivery service “Nova Poshta”.
  • 2. The Eleven Emotions online warehouse is considered to have fulfilled its obligation to deliver the order at the time of transfer to the delivery service. The risk of loss or damage to the goods after transfer to the delivery service is borne by the customer.
  • The Eleven Emotions online warehouse agrees on the delivery method with the customer, but has the right to choose and use any delivery method that is most favorable for itself at its discretion.
  1. RETURN OF DEFECTIVE GOODS
  • 1. In the case of delivery of the order to the studio, a return is possible only to the same address at which the purchase was made.
  • 2. Good quality goods ordered at Eleven Emotions and not suitable for any reason (style, size, color) are subject to return and exchange within 14 days, excluding the day of purchase, provided that
    • no traces of use and wear;
    • preservation of presentation and consumer properties;
    • the original and undamaged packaging and labels are present.
    • The cost of delivery for the return/exchange of goods is paid by the buyer.

* Exception: manufacturing defect or re-grading (different size, color or article). In this case, the return is made at our expense.

Goods of inadequate quality (after use or with damaged labels) ordered on Eleven Emotions are not subject to exchange and return.

  • The process of returning goods:
    • Fill out the return form (sent by the manager at the request of the client to the messenger or e-mail);
    • Send the goods and the completed form to the address indicated in it;
    • Receive money by bank transfer *.
    • The refund period is within 14 working days from the date of receipt of the return by the online store manager.

* If you have received a defective product or have been sent something other than what you ordered, and you have paid for the delivery, the manager will offer free delivery of your next order.

  • The process of exchanging goods:
    • Fill out the exchange form (sent by the manager at the request of the client to the messenger or e-mail);
    • Send the goods and the completed form to the address indicated in it;
    • Contact the manager of the online store to book the goods for exchange.
    • Sending an exchange order is carried out after it is fully completed and the return is received by the manager of the online store.
  • Address for return:

м. Kyiv NP №, FOP, tel. +380

  • Goods that cannot be exchanged or returned:
    • sanitary hygiene products and items (including toothbrushes);
    • perfumes and cosmetics;
    • children's toys (soft, rubber, inflatable);
    • combs, combs, brushes (including massage brushes);
    • underwear (underwear, swimwear, nightgowns, pajamas, corsets, bodysuits);
    • bed linen;
    • hosiery and socks;
    • goods in aerosol packaging;
    • semi-precious stone products, etc.

The full list of goods and the text of the Law of Ukraine “On Consumer Protection” can be found here

If the returned goods are not subject to exchange and return, the goods are sent back at the customer's expense.

If the conditions set forth in this paragraph are not met, Eleven Emotions online warehouse has the right to refuse to satisfy a claim for defect or shortage of any product.