Complaints
In the case of goods purchased from 01.01.2023 towards consumers and so-called privileged entrepreneurs, we are responsible for the lack of conformity of the goods with the contract existing at the time of delivery and revealed within 2 years from that time in accordance with the provisions of the Consumer Rights Act of May 30, 2014. We are liable to other entrepreneurs in accordance with the provisions of the Civil Code.
For goods purchased until 31/12/2022, we are liable under warranty for a defect in the goods if the defect is discovered before the expiration of 2 years from the date of issue of the goods in accordance with the provisions of the Civil Code.
We provide a 6-month warranty due to the extreme use of the shoes. Below is a list of defects that are subject to complaint and those that are not,
Complaint is subject to:
cracking of uppers
cracking of the seams connecting the individual elements
collapse of the parts that stiffen the nose and heel (however, these can not be mechanical damage)
insufficiently reinforced lacing holes
dyeing of the inside of the shoe, padding, i.e. the insole staining the socks
peeling off/falling off of the heel
ungluing/falling off of the platform
different length of uppers or tongues in the same pair of shoes (comparing right shoe to left shoe)
What is not subject to complaint?
replaceable parts, e.g. lasts
Peeling off the soles - as a result of rubbing the shoes against the floor, the peeling off of the soles is a natural situation, which can be repaired by any shoemaker for about 10zl.
worn or abraded soles of shoes
mechanical damage (bruises, abrasions, scratches, cuts)
mismatching footwear to the foot
broken or damaged decorations, zippers
natural wear of footwear
defects resulting from the lack of adequate footwear maintenance (e.g., footwear getting wet)
dyeing of footwear resulting from excessive foot perspiration or excessive wetting of footwear
defects resulting from cleaning and washing footwear with agents that are not intended for this purpose
defects resulting from washing footwear in a washing machine
stains on footwear resulting from external factors
Soles peeling off - is the most common situation. If the sole peels off already at the very beginning (i.e. in the first month), we will cover the cost of gluing the sole at the cobbler's after showing the receipt.
If you believe that the goods you purchased are not in accordance with the contract / defective, you can file a complaint.
To make a complaint write to us:
by email to: mail@guiltee.shop
or send a letter to the address:
Guilteeshop Adrianna Malec
Posag 7 Panien 18/116,
02-495, Warsaw
In the body of the complaint, indicate what product it concerns and describe the problem. You should also indicate what manner of settlement of the complaint you expect (replacement of goods, repair of goods, refund, price reduction, etc.).
If the complaint is resolved in favor of the customer, if the shoes are repairable then we will repair them in the first place. If repair is not possible, we will offer to replace the product with a new one, and if this is not possible, we will refund the customer the amount due for the advertised product (within 14 days from the date of processing the complaint) or exchange it for a voucher in the store/other products.
In the case of products for which the manufacturer or distributor has given a warranty, you can advertise a product with defects using the rights under the warranty - in this case you will advertise the product directly with the guarantor (the entity giving the warranty), and we will only be the intermediary forwarding the complaint.
Complaints are processed no later than 14 days from the date of receipt of the advertised product.
More details about the complaint procedure can be found in our Terms and Conditions.