Returns, Complaints & Refund Policy

Applicable to the online store of “Stiletto Queen” Ltd. (brand Stiletto Queen) Last updated: 4 September 2025

Scope:
This policy applies to purchases of women’s footwear (own brand), concluded at a distance via www.stiletto-queen.com.

It is formulated in accordance with:

  • Bulgarian Consumer Protection Act (Arts. 50–57; 112–115)
  • Electronic Commerce Act
  • Commercial Act

EU legislation, including:

  • Directive 2011/83/EU
  • Directive (EU) 2019/771
  • Regulation (EU) 2016/679

Guidance of the Bulgarian Consumer Protection Commission (CPC)

1) Right of Withdrawal (14 Days)

Under Articles 50–57 of the Bulgarian Consumer Protection Act and aligned with
Directive 2011/83/EU, the consumer (natural person) has the right to withdraw from a distance contract within 14 days from the date of receiving the goods, without stating a reason.

How to Exercise Your Right of Withdrawal

  • Send a written notice to: office@stiletto-queen.com or use the return form on the website
  • Return the shoes within 14 days after the withdrawal notice
  • Attach: 1) Proof of purchase; 2) Completed Refund Request Form;

2) Conditions for Returning Shoes

Returned products must comply with the following:

  • Be in original packaging, with intact labels
  • Show no signs of actual use (scratches, abrasions, worn soles, etc.)
  • Only indoor fitting on a clean surface is allowed

Use beyond what is necessary to establish the nature, characteristics, and functioning of the goods may lead to:

  • refusal of return, or
  • reduction of the refund amount due to diminished value
    (Art. 55(4) ZCPA, aligned with EU law)

The returned product must remain in commercial condition suitable for resale.

Non-returnable Cases

  • Products with custom modifications/personalisation (Art. 57(3) ZCPA; aligned with EU directive exceptions)
  • Goods with clearly compromised commercial condition or substantial signs of use

3) Complaints (Lack of Conformity)

In case of a manufacturing defect or non-conformity with the sales contract, the consumer has rights under Articles 112–115 of the Bulgarian Consumer Protection Act, aligned with
Directive (EU) 2019/771:

  • Repair
  • Replacement
  • Proportionate price reduction
  • Termination of contract (refund)

Procedure

An inspection/expert assessment may be required.
The trader reserves the right to determine whether the defect is:

  • manufacturing-related, or
  • caused by improper use or normal wear

If the claim is accepted:

  • You will receive repair, replacement, or refund in accordance with applicable law

4) Refunds

Refunds are processed only via bank transfer to a bank account provided by the customer.

Refund Timeline

  • Up to 14 days from:
    • receipt of the returned goods, or
    • proof of dispatch

This complies with Bulgarian law and
Directive 2011/83/EU.

Return Shipping Costs

  • Paid by the customer
  • Exception: covered by the trader in case of approved complaint due to manufacturing defect

Important

To process the refund, you must provide:

  • Account holder name
  • IBAN
  • Bank name

Cash refunds or cash-on-delivery refunds are not available.

5) Personal Data Protection

Personal data provided in connection with withdrawals, returns, and complaints is processed by
“Stiletto Queen” Ltd. in compliance with:

  • Regulation (EU) 2016/679
  • Bulgarian Personal Data Protection Act

Data is used solely for:

  • processing requests
  • fulfilling legal obligations (e.g. accounting requirements)

More information is available in the Privacy Policy.

6) Contact Information

Stiletto Queen Ltd. (UIC: 208388418)
Varna, Mladost district, Block 114, Entrance 3, Floor 8, Apt. 24

Email: office@stiletto-queen.com
Phone: +359 893 580 003
Website: www.stiletto-queen.com

Please use the official return/request form when submitting requests.

Legal Disclaimer

The information on this page is compliant with applicable Bulgarian legislation (Consumer Protection Act, Electronic Commerce Act, Commercial Act) and EU law.

In disputed cases, “Stiletto Queen” Ltd. reserves the right to:

  • assess the condition of returned goods
  • refuse or reduce the refund where the product value has diminished due to use beyond normal testing

This policy forms an integral part of the General Terms and Conditions and may be updated in case of:

  • legislative changes
  • internal company policy updates