Returns and complaints

Version of 19 October 2026. This English text is a translation provided for convenience; in case of any discrepancy, the Polish version prevails.
You have 14 days to return your order. Every La Opalia Product is made by hand only after you order it, but if you order it in a standard size and colour from our range, you can withdraw from the contract within 14 days of receiving your parcel, without giving a reason. The only exception is individual orders made to your specifications (details below).

How to return a Product: step by step

01
Write to us to kontakt@laopalia.com within 14 days of receiving the Product to say that you are withdrawing from the contract. Include your order number. You can use the model form from the Terms and Conditions (Annex 1), but you don't have to.
02
Send the Product back within 14 days of sending your statement, to: Magdalena Pawłowska La Opalia, ul. Klinkierowa 1/46, 02-237 Warsaw, Poland. You cover the cost of return shipping. Please pack the sweater carefully, ideally in its original packaging.
03
You will receive your refund within 14 days of us receiving your statement, using the same payment method you used for the purchase. We may withhold the refund until we receive the Product or proof that it has been sent.

You can examine and try on the Product as you would in a physical shop. If it has been worn, washed or damaged beyond a normal try-on, we may reduce the refund by the loss in its value.

When a return is not possible

Under Article 38(3) of the Polish Consumer Rights Act, the right of withdrawal does not apply to a Product made to the Consumer's specifications or serving to satisfy their individual needs. At La Opalia this applies only to individual orders:

  • a Product made to measurements you provide (e.g. a dog sweater fitted to the back length or chest girth you give us),
  • a Product in a colour, size, length or pattern outside our standard range, agreed with us individually,
  • a personalised Product (e.g. with initials or lettering).

We always clearly inform you before you place an order that it is individual and cannot be returned, and we confirm this by email. You can still make a complaint about an Individual Product if it does not conform to the contract.

Complaints: step by step

If the Product is defective or does not match your order:

01
Write to us to kontakt@laopalia.com. We are liable for any non-conformity of the Product with the contract that becomes apparent within 2 years of delivery.
02
Describe the problem: give your order number, a description of the non-conformity, the date you discovered it and your request.
03
Attach photos of the defect, if possible: this will speed up handling your complaint.
04
Wait for our reply: we will reply within 14 days of receiving the complaint. Failure to reply within this period means the complaint is accepted.
05
Sending the Product back: if needed, we will let you know. We cover the cost of return shipping for complaints.

Your rights when making a complaint

Under the Consumer Rights Act, you can first request:

  • Repair of the Product,
  • Replacement with a new, defect-free item.

If repair or replacement is impossible or would involve excessive costs, we refuse it, we do not carry it out within a reasonable time, the defect reappears, or it is so serious that it justifies this straight away, you can request a price reduction or, where the non-conformity is not minor, withdraw from the contract.

Care

La Opalia Products are made from delicate natural fibres. Damage caused solely by care that does not follow the instructions is not a non-conformity of the Product with the contract. Please follow the care instructions:

  • Hand wash only in lukewarm water (max. 30°C)
  • Use a mild detergent for delicates or wool
  • Do not wring: gently press out excess water with a towel
  • Always dry flat, away from direct sunlight and heat sources
  • Do not machine wash or tumble dry
  • Do not iron directly: if needed, steam from a distance

Out-of-court dispute resolution

You can use free out-of-court dispute resolution methods. You will find information about them on the UOKiK website (uokik.gov.pl):

  • Permanent Consumer Arbitration Court at the Trade Inspection
  • Mediation conducted by the Trade Inspection
  • District (Municipal) Consumer Ombudsman
  • European Consumer Centre (konsument.gov.pl), for cross-border disputes in the EU

Contact

For any questions about returns and complaints, write to us:
kontakt@laopalia.com
We reply within 1–2 working days.

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La Opalia

Sweaters hand-knitted in Poland by our Master Knitters. Every piece is made to order, just for you.

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