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General terms & conditions

1. General

Kugy d.o.o., Zabreznica 53D, 4274 Žirovnica, Slovenia (”Kugy”) is the company that provides the site, hereafter referred to as “the website.” In the following terms and conditions, the use of the words “we”, “our”, “ours”, and “us” refers to Kugy. The following conditions apply to all orders placed by the customer (hereafter referred to as “you”) with us.

If you would like to contact us, we recommend that you contact our customer service by email at

By using our website and/or placing an order, you agree to abide by the terms and conditions set out in this document (referred to as “the terms”). Please make sure you have read and understood these terms and conditions before placing an order.

In order to purchase goods from our website, you must be at least 18 years of age.

We take your personal privacy seriously and it is important to us that we safeguard your data. We always process personal data in accordance with the applicable laws, and our privacy policy has been updated in accordance with the General Data Protection Regulation (GDPR) which came into force on May 25, 2018. To access this policy and to see more information on how we process your personal data, please see our privacy policy.

A product being listed on our website at any given time does not necessarily mean the product is available nor does it guarantee that the product is always available. We reserve the right to stop selling a product at any time.

We reserve the right to change the terms and conditions as necessary and without notifying you in advance. The version of the terms and conditions that applies to your order is the version that was available on the website at the time you placed your order.

2. Prices

The prices stated on our website include VAT as prescribed by law.

Costs and delivery times for the various delivery methods are clearly stated at checkout. If we cannot deliver your order in its entirety in a single shipment and instead must divide it into several shipments, you will not be charged any additional fees for subsequent deliveries.

Promotional prices apply only to campaign products that are in stock. Promotional offers and discounted products may not be combined with discount codes. If a discount code has been activated in combination with another discount code or with one or more already discounted products which would further lower the price of the product, Kugy has the right to charge the customer the corresponding amount. We reserve the right to revoke special offers and discounts at any time and without notice.

We reserve the right to cancel orders for obviously incorrect prices. Obviously incorrect prices may mean (but are not limited to) incorrect price reductions associated with a promotion, or an item listed at no cost/free. Kugy is always entitled to cancel orders that contain obviously incorrect prices. The customer can then place a new order at the correct price.

3. Payment methods

We offer several options for our customers to pay for their orders, such as invoices, instalments, partial payment, card payments etc. Payment methods vary by country; the payment methods that are available in your market are stated at checkout.

Credit Checks
We reserve the right to check your application for payments by invoice, partial payments, or payments by charge/account. We have the right to refuse these payment methods, limit these payment methods, or propose alternative payment methods. In the case of a purchase by credit card, we reserve the right to check the validity of the relevant card. Such checks include but are not limited to confirming that there is enough credit/funds for the value of the order to be placed and/or that the buyer's address information is correct. We can deny purchases as a result of these checks.

Kugy is not responsible for late fees, reminder fees, or delays in the event that a payment is not made on time. Questions concerning this can be made directly to Klarna's customer service.

You are required to provide a valid and correct email address to place an order.  You must inform Kugy if your email address changes. Please note that Kugy reserves the right to send payment requests to this email address.

If you would like more information about our payment methods, please read here.

4. Ordering

You can place orders online via our website. If you have any questions regarding ordering, please contact our customer service.

Once you have placed your order, we will send you an order confirmation via email. If for whatever reason we are unable to send your order, we will inform you about this situation as soon as possible. If we have already received payment for an order that we are unable to fulfil, we will refund the current amount using the same payment method that was used to place the order, to the extent that it is possible to do so. If for any reason the refund has to be made in another way, a Kugy employee will contact you to ensure that the refund can be made.

5. Establishment of purchase agreement

A purchase agreement is only entered into once Kugy confirms your order and once you have received an order confirmation from us by email. We strongly advise that you save this order confirmation in the event you would contact our customer service. You can cancel your order until it has been confirmed by Kugy. If the order is canceled, we will refund any payments that you have made or payments made by a credit/debit card company on your behalf regarding the order.

6. Delivery

Kugy takes the utmost care when it comes to receiving and processing orders. We always strive to deliver your order in accordance with the delivery option you have chosen. You must provide a correct and complete address with your order; we cannot guarantee the ability to change this information after you complete your purchase. The customer is solely responsible for any delivery errors due to a lack of information or errors in the delivery address as part of the order. You can find the available delivery methods for each market at the checkout and at the bottom of our website.

Kugy strives to send orders as soon as possible and in the order that we receive them, with the exception of countries where we offer the "Express orders" shipping option. When you mark something as an "Express order", your order is prioritized and handled before other shipments. You can find current delivery times for both standard delivery and express orders at the checkout, and from here you can select which shipping option you prefer. Although we strive to deliver orders within the specified time frames for each order method, deliveries may take longer due to unforeseen events. During promotional campaigns and periods of high volume, we cannot guarantee typical delivery time. If your order is delayed and the delay is of vital significance to you as the buyer, you have the right to cancel the purchase. If the package is not retrieved from the delivery point, it will automatically be registered as an uncollected package; Kugy has the right to charge a handling fee of €16 on uncollected packages.

If you have questions about delivery please contact customer service.

7. Damage during transport

In the event that any damage occurs during transportation, you must notify customer service immediately upon discovery, no later than 2 days after receipt or the collection of the parcel(s). Please take pictures documenting the damages and send them to our customer service. Once an agreement has been made with customer service recognizing the transport damage and the claim has been approved, we will send replacement goods if they are available and in stock. 

8. Exchanges

Kugy offers free exchanges to replace products, provided that the replacement product is of the same model as the item being returned. This means that you can only exchange for a different color or size of the product that you originally ordered. If you want to exchange for a different model, you must return the product and place a new order.

You have the right to exchange your goods within 30 days after you received your order, provided that all items are returned in the same condition you received them upon delivery. This means that the goods must not have been damaged, soiled, washed, changed, or worn (other than to try on the product), and that all tags and labels are attached (where appropriate) and intact.

Please inform us regarding the replacement goods you want by writing clearly on the enclosed return form. Please select goods that are in stock and in the correct size on our website. If the selected replacement product is sold out or unavailable, the order will be treated as a return; you may state up to three (3) alternative replacement products on the return form.

The exchange is only free of charge if you would like to change the size of the product. When we have received the return package, there is a processing time of 3–5 days before the replacement goods are shipped out. One exchange is included free of charge in every order. If you want to make more than one exchange per order, we have the right to charge a handling fee of €6 per exchange.

Your payment will not be adjusted when you exchange products, regardless of which payment method you chose for your purchase.

9. Right of withdrawal / Returns

You have the right to cancel your order without providing a reason. You may invoke this right of withdrawal within thirty (30) days from the time you receive the order. If you would like to exercise your right of withdrawal, you should send a clear and direct message about your decision to cancel your order; please see our contact information below for directions on how to contact us. You must provide your name, address, telephone number, email address, order number, and any other information that may be relevant to us in order to handle your return. In order for you to have the time to exercise your right of withdrawal, it is sufficient that you send us a message that you intend to exercise your right of withdrawal before the withdrawal period expires.

You must return the goods to us without any undue delay and no later than fourteen (14) days after the day you informed us concerning your decision to cancel your order. Your right to withdrawal is fulfilled as long as you have sent back the goods before this 14-day period expires.

Kugy guarantees a full refund for returned goods, provided that all items are returned in the same condition as when they were delivered to you. This means that the goods must not have been damaged, soiled, washed, changed, or worn (other than to try on the product) and that all tags and labels are attached (where appropriate) and intact.

In the event that the value of the goods has decreased and that such a decrease in value is due to the fact that you as a customer have handled the goods to a greater extent than was necessary to determine the properties and functions of the items, we will make a deduction corresponding to the decrease in value.

You are responsible for the condition of all items after you have received them from us. This means that you as a customer are also responsible for the state of goods during the return transport. We recommend that you pack all items well and securely so that the goods are not damaged during the return transport. Kugy is not obliged to compensate the customer for returned goods if extensive transport damage occurs during return transport.

If you choose to exercise your right of withdrawal, we will reimburse the value of what the good(s) cost as part of your order, including the cost of standard delivery. This refund will be issued without undue delay and no later than 10 days from the day we were notified of your decision to cancel your order. However, we have the right to postpone the refund until we have received the goods to be returned, or until you have submitted proof that the items have been returned, whichever occurs first. We will issue the refund using the same means of payment used during the initial order unless you explicitly agreed with us on some other method. In any case, as long as the conditions outlined above are fulfilled, the refund will not cost you anything.

If the time frame indicated here for the return of goods is not met, we have the right to charge the customer a delay fee of €22.

If the terms and conditions described in section 9 are not met by the customer when returning goods, we have, in addition to reducing the refund in correspondence to the degree of the reduction in value of the returned item, the right to charge the customer an unauthorized return fee of €16.

10. Defective Product Claims

You have a legal right to claim that a product is defective. If you have received an item that is broken or defective, please contact our customer service. Please note that you must notify us concerning the defect or error "within a reasonable amount of time" after you have discovered it. A claim made within two months of discovery is considered a reasonable amount of time. Otherwise, your right of warranty for the claim has been forfeit.

Examples of claims that are typically approved include obvious material or manufacturing defects such as missing seams, incorrectly sewn pockets, or broken zippers.

Examples of instances that are not included in the warranty: a garment having wool or polyester neps, unnaturally fast wear of garments, prints on garments fading from being laundered, etc.

If you are unsure whether the instance of your particular garment is a defect covered by the warranty, please contact customer service.

If the defect around the item is approved by customer service, we will be responsible for the return shipping as long as you use the supplied prepaid return label. Please fill in the included return form. If you no longer have your prepaid return label, please contact customer service. In the event of an approved claim, we will compensate you for the defect in accordance with all applicable laws and relevant guidelines. All items that are returned through this claims process must be cleaned before they are submitted. You as the customer are responsible for the condition of the goods sent, so please make sure to pack all items well and securely. We do not accept shipments that have been sent as cash on delivery.

11. Colours, dimensions & weight

We always strive to show the properties, composition, and colours of our products as accurately as possible. The colour you see on our website, however, may depend on your device's screen; we cannot guarantee that your device can visually reproduce the colours of our products properly.

Kugy does not take responsibility for the colours and appearance of our products presented in images on social media as these images may have been edited.

The dimensions and weights indicated for products on our website are only approximate values. These estimates are designed to give you a better idea of the item or the fit of a specific garment; there is no definitive guarantee that they represent the actual dimensions of the garment you receive. The dimensions of a garment can vary depending on the material used in manufacturing. The same size in various models can sometimes differ even to large extents depending on the design, materials, and fit that each one provides.

12. Our responsibility

At Kugy, we want you to be 100% satisfied with your purchase, and to this end we offer our customer satisfaction guarantee. If you are not satisfied with your purchase, you can return the good(s) to us; as long as your return meets the outlined conditions, we will refund the costs.

Force Majeure
We are not responsible for failure to fulfil certain obligations stated in our terms and conditions if such a failure is due to circumstances that we had no control over or in the event that such circumstances hinder operations or render fulfillment unreasonably burdensome. Such circumstances include but are not limited to acts of war, blockades and embargoes, riots, fire, natural disasters, nuclear accidents, and/or sabotage.

Our maximum liability to you for any losses or damages arising in connection with your order on the website is limited to the total purchase amount of your order.

You can submit complaints via the EU Commission's ODR (Online Dispute Resolution) platform for mediation in disputes. The ODR platform offers consumers and businesses within the EU the chance to attempt an out-of-court resolution to address disputes regarding complaints about goods bought online. The portal is designed as a user-friendly and interactive website, free to use and available in all official EU languages. By using the ODR platform, the consumer and business can find an agreeable means of resolving their dispute and then go through the appropriate processes to find a solution to the consumer's complaint. The ODR platform can be found here:

13. Transfer

Kugy reserves the right to transfer or pledge payment claims to third parties including instalments that have come about in connection with the delivery of goods.

14. Validity of Clauses

If one or more provisions of this Agreement are invalid or made void by any court or supervisory authority, this shall not affect the validity of the remaining provisions of this agreement.

15. Rights holders

All intellectual property rights, such as trademarks and copyrights, on, belong to Kugy d.o.o. Any use of or its contents, including copying or storing such content in its entirety or parts thereof, other than for your own personal, non-commercial use, is strictly prohibited without the express permission of Kugy.

16. Company information

Kugy d.o.o. is registered with its headquarters in Žirovnica, Slovenia.

Registered office:
Zabreznica 53D
4274 Žirovnica, Slovenia 
VAT registration number: 

Contact Information:
Kugy Support