Online Store Operator

Bc. Michal Štrkolec

trading under the brand Lilly’s

Company ID (IČO): 24509230

registered office: Ghegova 1019/1, 602 00 Brno, Czech Republic

registered in the Czech Trade Licensing Register

the seller is not registered for VAT

The online store is operated at www.lillys.cz and www.lillys.eu.

Customer Support

Channel	Contact	What to use it for
Email	shop@lillys.cz	orders, products, shipping, returns, complaints, data protection
Phone	+420 777 567 744	quick operational enquiries; for legally significant notices, we also recommend email
Customer account	account.lillys.eu	order overview and starting a return request
Online store	www.lillys.cz www.lillys.eu	product offering, policies and current information

We respond to messages without undue delay. To help us locate your order quickly, please provide the order number, the name of the person who placed the order and the email address used for the purchase. Any official or statutory deadlines remain unaffected.

Returns and Complaints Address

Bc. Michal Štrkolec – Lilly’s
Ghegova 1019/1
602 00 Brno
Czech Republic

Before sending a return or goods subject to a complaint, we recommend contacting shop@lillys.cz so that we can provide the appropriate instructions. However, the validity of a withdrawal or complaint does not depend on our prior approval.

For a standard withdrawal from a purchase made in the Czech Republic, Lilly’s may provide a return label under the conditions set out in the Refund Policy.

For returns from a country outside the Czech Republic, in the case of a standard withdrawal the customer arranges the return shipping and bears its direct costs. In the case of a justified complaint, delivery of an incorrect item or a defect existing at the time of receipt, the procedure and costs are governed by the Complaints Policy.

Please do not send parcels cash on delivery unless this has been agreed in advance.

How to Direct Your Request

• Withdrawal within 14 days: customer account or email; the procedure is set out in the Refund Policy.
• Defect or damage: email with a description of the defect and the order number; the procedure is set out in the Complaints Policy.
• Damaged parcel: include photographs of the packaging and the product, if available.
• Safety incident: stop using the product and contact us by email without delay, including the product identification, a description of the incident and photographs, if available.
• Data protection: use email and include “Personal Data” in the subject line.

Alternative Dispute Resolution for Consumer Disputes

If a consumer dispute cannot be resolved by agreement, the consumer may use the relevant alternative dispute resolution mechanism.

In the Czech Republic, the competent body is:

Česká obchodní inspekce
Ústřední inspektorát – oddělení ADR
Gorazdova 1969/24, 120 00 Praha 2
email: adr@coi.gov.cz
website: coi.gov.cz/informace-o-adr/

A consumer residing in another Member State of the European Union may also use the relevant alternative dispute resolution mechanisms available under the laws and rules applicable to their consumer relationship.

The European Online Dispute Resolution platform (ODR) has been discontinued and is no longer used as a means of submitting a dispute.