RETURN POLICY
We have a 14-day returns policy – you have 14 days from receiving your order to request a return.
Returns are self-service – simply log in to your account in our store, go to your order history, and select the items you wish to return. To be accepted, the item must be in perfect condition, with all labels intact, in its original packaging, and with proof of purchase. After initiating your return, you will receive further instructions and the address to return the package to:
THE CODE Sp. z o. o., Komfortowa 10/2, 02-995 Warsaw, Poland
If you have any questions regarding returns, please contact us: info@thecodestore.pl
DAMAGES AND PROBLEMS
Please inspect your order upon receipt and contact us immediately if any goods are faulty, damaged or you have received the wrong goods so that we can assess the issue and rectify it.
EXCEPTIONS / NON-RETURNABLE ITEMS
Not all products can be returned. This includes, but is not limited to:
- personalized or custom-made products.
- underwear and clothing without original tags.
- discounted and clearance products.
- gift cards.
For hygiene and safety reasons, returns are not accepted on worn or damaged items. Please contact us if you have any questions about a specific product or return.
EXCHANGES
The most effective and quickest way to exchange an item is to return the item in your customer profile and purchase the new size as a separate transaction.
You can also use the active PDF exchange form, which can be downloaded below:
EXCHANGE FORM [PLN]
EXCHANGE FORM [ENG]
and send it along with a message to our email address info@thecodestore.pl . After receiving your request, we will reserve a new size for you and send it after receiving and accepting your return.
14-DAY COLLAPSE PERIOD IN THE EUROPEAN UNION
Notwithstanding the above, if the item is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition in which you received it, unused, with all tags attached, and in its original packaging. You will also need a receipt or proof of purchase.
REFUNDS
We'll notify you once we've received and reviewed your return and let you know whether your refund has been approved or rejected. If approved, the refund will be issued automatically to your original payment method within 10 business days. Please note that your bank or credit card company may also need some time to process and issue the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@thecodestore.pl .
COMPLAINTS
If the product you received is faulty, damaged, or not as described, please submit a complaint by completing the complaint form. Links to the active PDF form are provided below.
COMPLAINT FORM [PLN]
COMPLAINT FORM [ENG]
Please send the completed form along with photos documenting the problem to info@thecodestore.pl .
Complaints are reviewed within 14 calendar days of receipt of the form. We will inform you of the outcome of the review by email. If the complaint is accepted, we will offer a repair, replacement, price reduction, or refund – in accordance with applicable law. The product in question must be returned after prior arrangement and receipt of confirmation of receipt. Parcels sent without a completed form may not be accepted.
If the complaint is accepted, we will also refund the return shipping costs.
