At Hubert Pawel Kuca, we care about the quality of our apparel and the satisfaction of every customer. Returns are accepted within 30 days of the purchase date (for in-store purchases) or of the delivery date (for online purchases), provided the item(s) meet the conditions below. All return and refund communication takes place by email.
Statutory Right of Withdrawal
Under Polish consumer law (the Consumer Rights Act of 30 May 2014, which implements Directive 2011/83/EU), consumers who purchase goods online have a statutory right to withdraw from the contract within 14 days of receiving the goods, without giving any reason. This right is separate from, and does not affect, the voluntary return options described in this policy.
Return Conditions
Items must be unwashed, unworn, and still carry their original tags. Proof of payment must be included with your return.
Return Shipping Costs
Who pays for return shipping depends on the reason for the return:
Consumer-Initiated Return (e.g., Size, Colour, Change of Mind): Where the return is due to customer preference — such as ordering the wrong size or changing your mind — the customer pays the return shipping fee. The amount depends on the courier you select. Where applicable, we state "Return shipping is the responsibility of the buyer" on the product page.
Damaged or Incorrect Goods: If, through our error, the clothing arrives damaged or is not what was ordered, Hubert Pawel Kuca takes full responsibility, and the customer is not required to pay return shipping.
No Prior Disclosure of Return Shipping Cost: If we did not clearly state before purchase that the customer is responsible for return shipping, Hubert Pawel Kuca will pay the return shipping fee.
Express Shipping Charges: If the customer voluntarily chose a more expensive shipping method at the time of purchase (for example, expedited delivery), the additional cost of that express service is non-refundable.
What to Do If Your Items Arrive Damaged
If your items arrive damaged, Hubert Pawel Kuca accepts full responsibility. We will provide free repair, replacement, or a refund on request, and we will also cover the return shipping costs of the faulty items.
Clear Refund Process
When a customer requests a refund, Hubert Pawel Kuca will email the refund procedure details right away.
Initiate Return: To begin a return, log into "My Account" or "Order Status" on our website (lorenmark.com) or email our Customer Service Centre.
Return Label and Instructions: Hubert Pawel Kuca will email you a detailed return label and clear packing instructions. Contact us at team@vostric.com.
Packing and Shipping: Follow the packing instructions provided with your return label. Track your parcel via the "Track your return" link in the return confirmation email, or use the tracking number printed on the label.
Return Processing: Please allow 1-2 business days from the time your return arrives at our warehouse for processing; during busy holiday periods this may take a little longer.
Refund Timeframe: Please allow 5-10 business days for the refund to appear on your account, depending on your financial institution.
Refund Notification: You will be emailed once the return has been processed and the refund issued.
Possible Refund Deductions
Hubert Pawel Kuca reserves the right to deduct a percentage from the refund where the returned clothing is damaged during the return shipment, to reflect the loss in value caused by the damage.
Damage During Return Shipping: Where an item is damaged while being returned, we may apply a deduction of 30-70%, depending on the extent of the damage. Before issuing the refund, we will email you photographic evidence of the damage and a clear explanation of the deduction. Any deduction will only be applied to the extent permitted by applicable law, and will not apply where the item was defective, damaged on arrival, or not as described.
Cancellations (60 Minutes)
Timeframe: Within 60 minutes of placing the order.
Method: Email Hubert Pawel Kuca's Customer Service Centre.
If Shipped: If the order has already been shipped or is in transit, it can no longer be cancelled; you will need to start a return once the order arrives.
This cancellation option is a courtesy and does not affect your statutory right of withdrawal under Polish and EU consumer law.
How to Cancel Your Order
Email Hubert Pawel Kuca's Customer Service Centre with the details of the order you want to cancel.
What to Do If You Can't Cancel Your Order
If you cannot cancel your order, you can start a return once it arrives. Items purchased online may be returned within 30 days of the delivery date; items purchased in-store within 30 days of the purchase date.
Exchanges
You may return your order within 30 days of the purchase date using a complimentary Hubert Pawel Kuca return label (where applicable under the shipping cost policy above) and place a new order for the item you would like instead.
Unauthorised Returns
Please note that returns that have not been authorised will not be processed.
Contact Information
Hubert Pawel Kuca
Email: team@vostric.com