Complaints Procedure – Delivery of Parcels

1. Introductory Provisions

This Complaints Procedure specifies the relationship between Notino International Limited, registered office at 71 Queen Victoria Street, London, EC4V 4BE, CRN: 10107471, as the seller and operator of the online shop www.notino.co.uk (hereinafter referred to as the “Seller”), and the customer who enters into a purchase agreement with the Seller (hereinafter referred to as the “Consumer”).
This Complaints Procedure forms an integral part of the Seller’s Terms and Conditions and sets out the rules and procedures for handling complaints related to the delivery of goods, in particular in cases of non-delivery, damage, or partial delivery of a parcel.
This Complaints Procedure is binding for all Consumers and supplements their statutory rights and obligations as set out in generally applicable legislation.
The provisions of this Complaints Procedure shall apply similarly to purchases made via the customer service line or in selected physical shops, provided that delivery of goods is arranged.

2. Responsibility for Delivery

The Seller shall be responsible for the proper delivery of the goods to the Consumer.
The risk of damage to the goods or their loss shall be passed to the Consumer only at the moment of their physical receipt.
The Consumer is entitled to exercise legal remedies (repair, exchange, a discount on the price or withdrawal from the agreement).

3. Consumer’s Obligations if Making a Complaint about Delivery

1. The Consumer is obliged to provide the Seller with the necessary cooperation to initiate and conduct the Complaints Procedure against the carrier, in particular by:

1. Timely notification of the problem – without undue delay upon discovering non-delivery, damage or any other issue with delivery, but no later than within the deadlines specified in the document “Overview of Complaint Deadlines by Carrier” [odkaz].
2. Documentation of the case:
  1. photographs of the parcel, packaging and contents;
  2. legible photographs of the shipping label (sticker) enabling clear identification of the parcel;
  3. retaining the original packaging until the complaint has been resolved;
  4. provision of additional information (e.g. the circumstances of delivery, the name of the person who received the parcel).
3. Statutory declaration – if the carrier claims that the parcel has been delivered, the Consumer may be asked to sign a statutory declaration confirming that the parcel was not received. Without this declaration, a complaint cannot be processed.

The Consumer must report delivery defects via the contact channels specified on the Seller’s website, in particular by:

1. email to the address: [email protected]
2. telephone to the customer service line: 02 03 769 2779

Notifications submitted using another method may not be accepted by the Seller if they do not enable the proper initiation of the Complaints Procedure.

If the packaging of the parcel has been visibly damaged or the Consumer has any doubts about proper delivery, the Consumer must record this fact in the carrier’s delivery note (POD – Proof of Delivery). The Consumer is also advised not to accept the parcel if there is obvious damage. Failure to fulfil this obligation may complicate or delay processing of the complaint against the carrier, without the Consumer’s statutory rights being affected.

4. Complaints Handling Process

1. Once the necessary documentation has been received from the Consumer, the Seller shall initiate the Complaints Procedure against the carrier.

2. The Seller shall inform the Consumer of the progress and outcome of the procedure.

3. The complaint shall be processed without undue delay, and no later than 30 days from the date on which it was lodged. This period shall commence only once the Consumer has provided the Seller with the necessary collaboration and supporting documents required to initiate the procedure.

4. Failure by the Consumer to provide the necessary collaboration may result in a delay or render it impossible to pursue the complaint with the carrier, without affecting the Consumer’s statutory rights.

5. Limits of the Consumer’s Obligations

The obligations set out in this Complaints Procedure are reasonable, and failure to fulfil them shall not in itself result in a loss of the Consumer’s statutory rights.