Terms and conditions

General terms and conditions of use of the e-commerce platform www.pantofidianemarie.ro

The use, including visiting and purchasing products from the website www.pantofidianemarie.ro, implies the full acceptance and each time you access our website of the terms and conditions under which these services and products are provided. We invite you to read the Terms and Conditions chapter carefully to be aware of the facts when you finalize an order.

By completing the order, the Customer accepts the Terms and Conditions specified in this chapter.

The terms and conditions of these services may be changed at any time by the Seller, without prior notice to the Customer. The Customer has permanent access to the terms and conditions of use of the services and is obliged to read them each time they access our site.

Property right:

All rights to the website www.pantofidianemarie.ro belong to Diane Marie Studio Srl. The full or partial reproduction of texts or illustrations from any page of the website www.pantofidianemarie.com is possible only with the prior written consent of Diane Marie Studio. Please contact us for this written consent at office@pantofidianemarie.ro.

Contractual relations

The terms and conditions, as set out in this section, regulate the contractual relationships regarding the use of the website www.pantofidianemarie.ro, orders, sale-purchase of products purchased from www.pantofidianemarie.ro and are an integral part thereof, unless the parties agree otherwise.

By registering a user account or by placing an order, the customer confirms that he has taken note of, understood and accepted the conditions of sale in the terms and conditions displayed on the website www.pantofidianemarie.ro.

Contractual relationships are subject to Romanian legal norms.

Contract language: Romanian.

Definitions

pantofidianemarie.ro : the online store hosted on the official website of Diane Marie Studio Srl through which online commerce is carried out;
"seller": Diane Marie Studio Srl with registered office at 10 Lacul Plopului Street, sector 5, Bucharest, J40/10442/2011, CIF: RO29048600.
"buyer/client": natural or legal person who orders and/or purchases products through the online store pantofidianemarie.ro ;
"offer": available products offered for sale within a certain period of time and at a certain unit price;
“product(s)”: the goods offered for sale;
"price": the price at which the products are sold to the buyer; the displayed price is the unit price for each product offered for sale and includes VAT;
“order”: the purchase order sent by the customer to the seller, an order by which the customer requests the purchase of the selected products according to the characteristics presented on the site and at the price displayed, through the selected payment method and according to the delivery conditions presented on the site; the order must contain all the elements requested by the seller for issuing the invoice, delivery and contact;
"member": the person who, by registering on the site, created a user account by entering the requested data and accepting the terms and conditions of the site;
“user account”: the section of the site that allows a member access to: information entered in the account and its modification, history of orders placed, information on the status of orders, subscriptions to marketing communications, etc. The creation of a user account is done by any natural person (provided they are at least 16 years old) and/or legal entity by authenticating on the site and completing the registration form.
"favorites": section in the user account that allows the Customer to create Lists of products that he wishes to follow with a view to a possible purchase, using the service offered by the Seller to track the Goods by receiving Commercial Communications from him.
"content": the images, texts, product descriptions, prices and other information found on the pantofidianemarie.ro website.
"commercial communications (Newsletter)": means of periodic information through various communication media (email, SMS) regarding products and/or discounts, campaigns or any other information regarding marketing actions/activities carried out by the seller over a certain period of time.
“in-store reservation: temporary reservation of a product in the Seller's stock in a physical location (“store”) indicated by the Buyer, following a reservation order placed on the website by the Buyer. Reserving a product through the option available online does not represent a sale, but only the temporary reservation of a product in a store selected by the Buyer. The purchase of the product will be made by the Buyer directly in the selected store.
“withdrawal form”: represents a form through which the Customer can exercise his right to withdraw from the contract within the legal period of 14 calendar days from the date on which the Buyer or a third party, other than the carrier and indicated by the Customer, took physical possession of the products or the last product, in the case of an order with multiple products that will be delivered separately, according to GEO no. 34/2014 on consumer rights in contracts concluded with professionals. This withdrawal form is available for download here or can be completed electronically by the Customer in the My Returns section, if he has a user account and an order eligible for return (no more than 14 calendar days have passed from the date on which the Buyer or a third party, other than the carrier, indicated by him, took physical possession of the products or the last product, in the case of an order with multiple products that will be delivered separately).

Information presented on the site

The colors, texture of the material, and shape of the products may differ depending on the screen used, the internet browser (web browser), the operating system, or the device from which the www.pantofidianemarie.ro website is accessed.

The seller reserves the right to make changes/corrections to inaccuracies and operating errors, without notice and without prior notification to buyers.

If the Seller discovers or is made aware of an error related to the description of a product(s), the price or any other information relating to them, it will rectify the erroneous information as soon as possible and will inform the buyer as soon as possible if there are orders placed for the respective products. In this situation, the buyer has the option to confirm the order taking into account the corrected information, while the Seller reserves the right to cancel orders containing products with erroneous information.

If the buyer cannot be contacted using the contact details mentioned in the order, the Seller will cancel the order and the Buyer will be notified by email of its cancellation.

Placing an online order (purchase or reservation)

Placing an online order (purchase or reservation) by customers who have an account created on the site is done by following the steps below:

step 1: account authentication;

step 2: select the product, add to cart and navigate the site to the order completion page, unless the customer wants to add other products to the cart, in which case they return to the product page, and at the end of the shopping they will navigate to the order completion page;

step 3: sending the order by clicking the “COMPLETE ORDER” button

step 4: selecting the delivery method:

(1) Online order with courier delivery and in this case the following is required:

- entering the billing/delivery address, if the desired address has not already been entered in the account and/or the customer's verification of the delivery/billing data already registered in the account, confirming or modifying them;

- choice of payment method; the customer can opt to pay for the products with cash paid to the courier (payment on delivery) or online (payment by card) using the services of the payment processors with which the Seller collaborates;

- or

(2) In-store reservation – in this case, contact details are requested [name, surname, email address and telephone number]

step 5: acceptance by the Customer of the Terms and Conditions on the site by checking the confirmation box; in the absence of acceptance by the Customer of the Terms and Conditions on the site, it is considered that he refuses the Seller's conditions regarding the conclusion of the sale-purchase contract, the order cannot be completed;

step 6: complete the order by clicking the “PLACE ORDER” button.

Placing an order by customers who do not have an account is done by completing an order by following the steps below:

step 1: selecting the product, adding it to the cart and navigating the site to the order completion page, unless the customer wants to add other products to the cart, in which case they return to the product page, and at the end of the shopping they will navigate to the order completion page

step 2: sending the order by clicking the “COMPLETE ORDER” button

step 3: selecting the delivery method:

(1) Online order with courier delivery and in this case the following is required:

- entering the billing/delivery address

- opting to issue the invoice to a natural or legal person

- opting to create an account - the customer can register as a member of the site and create a user account, if they do not already have an account created, or continue to complete the order without opting to create an account.

(2) In-store reservation – in this case too, contact details are requested [name, surname, email address and telephone number]

step 4: acceptance by the Client of the terms and conditions on the site by checking the confirmation box; in the absence of acceptance by the Client of the terms and conditions on the site, it is considered that he refuses the Seller's conditions regarding the conclusion of the sale-purchase contract, the order cannot be completed.

step 5: complete the order by clicking the “PLACE ORDER” button.

Offers and price discounts

Offers and price discounts on pantofidianemarie.ro are limited in time and quantity.

Their duration is valid only during the announced period and/or within the limit of available stock.

The seller makes constant efforts to maintain the accuracy of the information on the pantofidianemarie.ro website, but these may contain inaccuracies regarding some specifications, descriptions, prices, stock availability, etc. of the products, which may be due to operating, technical, human errors, etc. These will be announced to customers by email/phone or by text message and the seller reserves the right to cancel the order in the event that the product cannot be delivered.

Reservation in stores

No more than 5 (five) products can be reserved in a reservation order placed on the pantofidianemarie.ro website and only one reservation order can be placed/day.

After the Customer places the order, the Seller, depending on the available stock, will confirm the reservation of the product/products in the store indicated by the Customer, within a minimum of 1 working day - a maximum of 10 working days.

In the event that the product/products become unavailable, the Seller notifies the Customer by phone/SMS.

The customer is notified by phone or SMS that the reserved products are available in stores and are reserved for a period of 48 hours from the moment the notification is sent by the Seller.

After viewing/trying the products, the Customer can express (1) their desire to purchase the desired products, by completing the payment directly in the store, or (2) their refusal to purchase them.

Failure of the Customer to appear in stores within 48 hours of receiving the telephone or SMS notification leads to the automatic cancellation of the product reservation.

Order receipt confirmation

After placing an order, the seller will send, to the e-mail address indicated in the order, an e-mail confirming receipt of the order with its details and not confirming the order according to the paragraph below entitled "Order Confirmation"

Order confirmation

After confirming receipt of the order, the Seller will check the material condition of the ordered products (e.g. no defects, damage, etc.) and following this check, only products that meet the quality standards will be prepared for delivery.

If, following verification, the products do not correspond in terms of quality, the Seller will notify the customer about this and will cancel the order partially/totally, as appropriate, according to the paragraph below entitled "Order Cancellation".

The order is considered confirmed (totally/partially) by the Seller at the time of invoicing the products.

Also, before confirming the order, the Seller may contact the Customer by phone and/or by e-mail in order to verify the correctness of the order placed and/or any data provided by the Customer (including personal data). If changes are necessary regarding any information contained in the order, these changes may be made by the Customer or by the Seller, based on the explicit verbal consent given by the Customer during the telephone conversation, for this purpose.

Cancel order

The Customer may cancel the order at any time between the date of placing the order and the date of its confirmation by the Seller, by sending a written request by the Customer to the e-mail address: office@pantofidianemarie.ro. The request must contain the order number for which the total or partial cancellation is requested. In case of partial cancellation, the canceled products and quantities will be indicated.

The seller reserves the right to cancel the order under the following conditions:

the data provided on the website by the Buyer are incomplete and/or incorrect, and the Buyer has not corrected this data in his personal account or has not contacted the Seller or has not been contacted by him in order to correct it, in which case the Seller is unable to ship the products in the Order,
in the event that a product becomes unavailable, has non-conformities, etc., the buyer will be informed as soon as possible, by phone or at the email address in the order,
in the case of online payment, invalidation of the transaction by the payment processor, lack of confirmation from it or communication errors between the payment processor's and the Seller's systems.
if the customer's requests are outside the normal pattern of an online order and/or the order is frivolous as mentioned in this document;
if some characteristics of the product(s) (description, price, etc.) were displayed incorrectly (e.g. technical and/or human errors) and delivery has not yet been made, the Seller will cancel the order if the Customer has not confirmed the order within a maximum of 3 working days from the date on which he was informed of the error or if he refuses to purchase the product according to the new characteristics;
in case of force majeure or fortuitous event or any such events independent of the Seller.

Any such cancellation of the order by the Seller does not in any way engage the Seller's liability for damages caused to the customer, except for the reimbursement of the value of the canceled products, if they have already been paid for.

If the order was paid in advance and subsequently canceled, the Seller will reimburse the Buyer for the value of the undelivered product(s), within a maximum of 7 calendar days, from the date on which the Buyer communicated to the Seller or the Seller communicated to the Buyer, the decision to terminate the sale-purchase contract of the product(s).

The refund will be made using the same payment method as the one used for the initial transaction, except in the case where the Buyer paid cash on delivery to the courier, in which case the amount will be refunded to the account indicated by the Buyer in the return form or by email. For a clearer understanding, for example, in the case of payment by card, the refund payment will also be made to the account associated with the card through which the payment was made.

Disclaimer

If some characteristics of the product(s) (description, price, etc.) have been incorrectly displayed and the delivery has not yet been made, the Seller will notify the Buyer as soon as possible about the error and will ask the customer to confirm the order within a maximum of 3 working days from the date on which he was informed of the error. The order will be canceled if it is not confirmed by the customer according to the new characteristics or if he refuses to purchase the product according to the new characteristics.

Limitation of liability

The maximum amount of the Seller's liability to the Customer, in the event of non-delivery or improper delivery of a product/products, is equal to the value of the product(s), if payment has already been made by the Customer. If the Customer has borne the shipping costs, the Seller will refund these costs.

Payment for products

Payment for products can be made by cash on delivery (cash payment paid to the courier) upon delivery or online (card payment) at the time of placing the order, through the services of payment processors.

Bank card data is not retained by the Seller : The Customer's payment card data is not accessible or stored by the Seller, but only by the payment processor of the transaction.

Delivery

The ordered products will be delivered to the address indicated by the buyer in the order. The products are delivered, exclusively on the territory of Romania, through express courier companies contracted by the Seller, within 3 - 7 working days from the confirmation of the order by the Seller.

During campaigns and/or discounts, the 3 - 7 working day period may be extended up to a maximum of 30 days in exceptional situations.

Delivery costs

Shipping of the order is at the buyer's expense at a rate of 17 lei for each order. The Seller may offer free shipping of the order, above a certain value, as this information is displayed on the Seller's website.

If an order is fulfilled through multiple deliveries, the customer will bear the cost of a single delivery.

Right of withdrawal from the contract

According to GEO no. 34/2014, the Buyer has the right to withdraw from the contract, without specifying the reasons, within a maximum of 14 calendar days, calculated as follows:

- from the day on which the Buyer or a third party, other than the carrier, indicated by the Buyer, took physical possession of the product(s); or

- from the date on which the Buyer or a third party, other than the carrier, indicated by the Buyer, takes physical possession of the last product, if the Buyer orders multiple products in a single order that will be delivered separately.

The withdrawal request will only be effective if the products are returned to the Seller before the expiration of the 14 calendar days from the receipt of the products by the Buyer, in the same condition in which they were delivered, without showing any traces of use and without being damaged through the fault of the Buyer.

In order to exercise the right of withdrawal, the Buyer must complete one of the return documents below, insert it together with the product(s), in the packaging (e.g. cardboard box) used to return the product(s):

The electronic Withdrawal Form in the My Returns section, if the Buyer has a user account and an order eligible for return (no more than 14 calendar days have passed from the date on which the Buyer or a third party, other than the carrier, indicated by the Buyer, took physical possession of the products);

Also, for products purchased online, the Seller accepts the return of the same products in the physical store, within the same 14 calendar days, in compliance with the same conditions above regarding the return period and the condition of the product. An unequivocal declaration in which the Buyer must mention the following minimum information necessary for identification : order number or purchase invoice number.

RETURN FORM LINK

Consequences of withdrawal from the contract

In the event of withdrawal from the contract, the Seller will reimburse the value of the product(s), for which the Buyer has exercised his right to withdraw from the contract, without undue delay and, in any case, no later than 14 calendar days from the date on which the product(s) for which he/she withdrew from this contract enters the Seller's possession or from the date of receipt of proof from the Buyer according to which he/she sent the product(s) to the Seller, taking into account the earliest date .

The refund of the value of the products will be made to the same account from which they were paid. If the products were not paid for by card, the refund will be made to the account indicated by the customer in the return form or by email.

The amount will be refunded depending on the payment method, as follows:

- for Orders paid by bank card on the website, the refund will be made through the same payment channel and to the bank account from which the payment was received or in cash by presenting the Buyer in the Seller's physical stores (the latter is available depending on the availability of cash in the store);

-for Orders paid with cash on delivery, the refund will be made by bank transfer to the bank account indicated by the Buyer in one of the return documents;

- for orders paid with a "gift card", the order value will be charged to the original gift card. Its value can only be refunded in the form of a gift card.

The direct cost of returning the products is borne by the Buyer.

Products made to order

Products made to order will be delivered within a period communicated and agreed upon by phone between the Buyer and the Seller, between 14 and 21 calendar days.
The final price of personalized products is made up of the initial price of the product plus a customization fee of 25-45 lei. To initiate the order, an advance payment of 125 lei will be paid for sandals and shoes and 175 lei for products in the boots and ankle boots category. The advance payment is made by bank transfer, card payment or at Diane Marie locations.
The return of products made to order is made according to Law OUG34/2014 and Ordinance no. 130/2000, only in the event of a manufacturing defect or a discrepancy between the order placed and the delivered product.

Warranty and Complaints

Warranty period
The warranty period is the time limit that runs from the date of purchase of the product, until which the manufacturer assumes responsibility for repairing or replacing the purchased product, at its expense, if the deficiencies are not attributable to the consumer.
For the product purchased from our stores, we offer a 30-day warranty from the date of purchase. For any defects that you may discover during this period, we invite you to bring the product to one of our stores as soon as possible for evaluation.

Warranty conditions

We guarantee that the product purchased from SC Diane Marie Studio SRL is a safe, new (unused) and free from any defect.
Provided that the maintenance instructions are followed, the product exhibits normal quality and performance parameters (which the consumer can reasonably expect), given the nature and purpose for which the product was made, over the average duration of use. The average duration of use is approximately 6 calendar months, with the alternating wearing of at least 3 pairs of shoes. You must take into account the fact that, with time and wear, all products will show signs of wear, and this does not represent a defect.
Important: The warranty applies only if the buyer provides proof of purchase of the product - presentation of the receipt or tax invoice is mandatory.

Ways to ensure the guarantee:

Product repair
• Product replacement - if it cannot be repaired
• Refund of the product value, if neither repair nor replacement is possible.

The guarantee will be provided within 15 calendar days from the date of notification.

Conditions under which the guarantee becomes inapplicable or void
• moral wear and tear and normal physical wear of the product
• discoloration of the product or some component parts following prolonged exposure to severe environmental factors (sun or other strong source of heat, humidity, rain, snow, etc.)
• damage to the product following disasters (fire, earthquake, flood, lightning, etc.), accidents, arson or theft
• defects caused by transportation, handling and storage under improper conditions (excessive temperature and humidity, thermal shocks - hot/cold variations, immersion, etc.)
• defects caused by improper, abusive, incorrect, modified use of the product and/or in improper conditions other than those for which it was tested and designed - overfilling the bags leads to their damage
• intervention, repair or modification made by unauthorized persons, including painting the product
• damage to the product caused, voluntarily or involuntarily, by mechanical shocks (breaking, hanging, hitting, scratching, etc.), pets, rodents and other pests
• poor maintenance (cleaning using inappropriate methods or products)

The following are not considered manufacturing defects and are therefore not covered by the warranty:
• peculiarities of natural leather: veins, small color differences, characteristic marks and irregularities - this is precisely what shows the authenticity and quality of the leathers from which Diane Marie products are made.
• the leathers are treated with vegetable tannin, and this can migrate and slightly color the clothes it comes into contact with. This happens during the first few wears, until the product acquires a unique patina, and is not considered defective; the stains on the clothes come out with a simple wash
• small irregularities and imperfections in products or parts of handmade products.
• leathers that have been waxed and polished by hand: in this case the leather continues to "wear" naturally - the color abrasions on the surface of the leathers are an intentional effect that only occurs after wearing and this is precisely what brings individuality to the products

ATTENTION: Printed products may show asymmetries depending on the print used. This is not considered a defect.

General shoe care recommendations:
- It is strictly forbidden to wash shoes in the washing machine!
- Diane Marie is not responsible for defects resulting from incorrect use or maintenance of the product, as well as for discomfort resulting from wearing shoes of the wrong size.
- After each wear, the shoes are cleaned and put on suitable size and shape shoes. To create hygienic wearing conditions and increase the duration of use, it is recommended to alternately wear 2-3 pairs of shoes over a period of time. It is forbidden to wash the shoes with water. Do not use bleach, detergents or solvent-based products, expansion, cleaning or waterproofing substances, other than those approved by Diane Marie.
- Wet footwear dries slowly, at room temperature, away from direct contact with heat sources. Do not use a fan, radiator, fire, hair dryer or other heat sources to dry. Using it in conditions of excessive humidity will cause the leather from which the footwear is made to suffer irreparable deformations.
- The uppers of the shoes will be protected from direct impacts.
- Avoid excessive heat which can cause the adhesives to reactivate and the soles to come unstuck.
- The uppers and soles of the shoes must be protected from contact with solvents, tar, soft bitumen or other corrosive materials, anti-slip or de-icing substances. Also, avoid hanging or stepping on sharp metal objects, glass fragments, insecticides, oils and gasoline, thinners, etc., as these will destroy the natural leather sole.
- In the case of shoes with leather soles and seams applied to the sole, Diane Marie cannot be held responsible for defects arising as a result of imperfections in the roads, sidewalks or terrain where the shoes were used.
- Please use a shoehorn to avoid damaging the shoes in the heel area.
- Since the leather lining of the shoes has not been chemically treated excessively to fix the pigment (in order to protect your skin), there is a risk of color migration. We recommend wearing matching or dark-colored socks.
- For interior maintenance, clean with a soft damp cloth and avoid products containing acetone, acids, alcohol, or any other substances that have not been tested and recommended by Diane Marie for this type of leather.
- Leather-covered heels are more susceptible to wear and can deteriorate from driving, stepping on drain grates, broken glass, or soft asphalt on sidewalks in the warm season.

Attention! In the specific case of footwear, discomfort, injuries or deformations of the foot and damage to the footwear resulting from wearing footwear of an inappropriate size or shape for the foot, as well as incorrect use or maintenance, is the sole responsibility of the consumer and voids the warranty. Excessive, abnormal use, improper care or lack thereof, negligence, improper use leads to loss of warranty.