Shipping & Returns

Shipping

• Carrier: Packeta, delivery to 25 EU countries (mainland addresses).
• Delivery time: 2–5 business days from dispatch.
• Price: €4.90, free for orders over €99.
• Within the EU there are no customs duties or import fees.

Returns and the 14-day right of withdrawal

Tell us within 14 days

You may withdraw from your online purchase without giving a reason within 14 days after you, or a person you nominate other than the carrier, receives the goods. If goods from one order arrive separately, the period starts when the last item arrives. Send your notice before the period expires.

Send a clear withdrawal statement to info@piumella.com or by post to MARV, s.r.o., Medkova 1591/34, 500 02 Hradec Králové, Czech Republic. You may use the model form below, but it is not compulsory. Include enough information to identify your purchase; you do not need our prior approval.

Sending the goods back — return postage is paid by you

Send or hand the goods back to MARV, s.r.o., Medkova 1591/34, 500 02 Hradec Králové, Czech Republic, without undue delay and no later than 14 days after notifying us. Posting them before that deadline is sufficient. You pay the direct cost of return delivery, at your chosen carrier’s rate. We do not charge a restocking or withdrawal administration fee. Keep proof of dispatch.

Your refund

We refund the payments due for the withdrawn purchase, including the cost of our least expensive standard outbound delivery option, without undue delay and within 14 days after receiving your withdrawal notice. Any extra cost of a more expensive delivery option you selected is not refunded. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.

Inspection, wear and hygiene

You may inspect goods as necessary to establish their nature, characteristics and functioning. Where the right of withdrawal applies, opening ordinary packaging or trying an item on does not by itself remove that right. You are responsible only for any reduction in value caused by handling beyond what is necessary for that inspection. We assess any deduction individually and explain it; there is no automatic fixed deduction for an opened package.

The statutory hygiene exception applies only to goods supplied with a genuine health-protection or hygiene seal, which are unsuitable for return for those reasons once that seal has been broken after delivery. It does not apply automatically to all compression hosiery or to ordinary transport packaging. Any applicable exception must be clearly identified for the specific product before purchase. Please consult the size guide and contact us before breaking a specifically identified hygiene seal if you are unsure.

Faulty or incorrect goods

Withdrawal because you changed your mind is separate from your statutory rights for faulty, damaged or incorrect goods. The customer-paid return postage rule above does not apply to a justified defect claim: we bear the necessary reasonable costs of returning the goods for that claim. A hygiene seal or prior use does not remove your statutory rights for defects.

Model withdrawal form

Use this form only if you wish to withdraw. Send it to MARV, s.r.o., Medkova 1591/34, 500 02 Hradec Králové, Czech Republic, or info@piumella.com.

To MARV, s.r.o., Medkova 1591/34, 500 02 Hradec Králové, Czech Republic, info@piumella.com:

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods and order reference (if available): ____________________

Ordered on / received on: ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s), only if submitted on paper: ____________________

Date: ____________________

Delete whichever does not apply.

Mandatory consumer protections in your country of residence remain unaffected.

Complaints

Defects are covered for at least 24 months from receipt, or for longer where the law of your country of residence provides. Contact info@piumella.com or call +420 774 652 762 with your order number and a photo of the issue; we resolve complaints within 30 days and cover return postage for justified claims. Normal wear is assessed individually in light of the manufacturer’s instructions and does not remove statutory rights for defects.