Frequently Asked Questions

We offer the following available payment methods:

• Digital wallets: Apple Pay and Google Pay.
• Bank cards: Visa, Mastercard, American Express and UnionPay (processed via
  Shopify Payments and the respective payment providers while applying their
  security measures).
• On delivery: Cash on delivery.

When the selected delivery method allows for the "Inspection" or "Inspection and Test" service, the User may use this option upon receipt.

During the inspection, the following should be checked:

• whether the packaging is visibly damaged;
• whether the product corresponds to the one ordered;
• whether there is any obvious damage;
• whether the necessary components and accessories are present.

In case of visible transport damage, it is recommended that the Customer
immediately notify the courier and, when the service allows, request the drafting of a corresponding report.

The report and photographic evidence can facilitate the proof of transport damage and subsequent communication with the courier company.

Due to the fast processing of orders, changing the address through our system is not possible once it has been finalized. The customer should carefully check the entered details before finalizing the order. If a change is necessary, here is how you can make it:

• Redirecting via the courier: Once you receive a tracking number, you can redirect the shipment directly through the respective courier's platform.
• Additional fees: Please note that the courier company will most likely charge an additional fee for this change.

It is almost certain that we will not be able to restock the exact same item again. Our finds are mostly unique pieces, and that is what makes them so special! However, we regularly add new treasures from the same collections, and we are sure you will quickly find something else to fall in love with. If you are still set on something very specific – write to us!

Our secret is that we work with carefully selected overstock suppliers. We track down remaining single pieces and hidden gems from old collections of great brands. That's why we can offer you such prices, but also why quantities are so limited.

Every order is processed within 1 business day and is usually handed over to a courier by the
next business day at the latest.

Once we have prepared your shipment and handed it over to the courier, you will
receive a confirmation and, when the service allows, tracking information.

Orders placed on weekends or public holidays
are processed on the first following business day.

In the event of circumstances that may lead to
a significant delay, Simoana will notify the Customer via the provided contact details,
whenever possible.

After handing the shipment to a courier, the standard delivery
time is usually:

1–2 business days

The delivery time may be longer during:

• public holidays;
• weekends;
• high volume in courier networks;
• adverse weather conditions;
• remote locations;
• technical or logistical difficulties;
• other circumstances beyond our direct
  control.

The stated timeframe is an estimate for standard delivery after
handing the shipment to the courier.

Simoana processes and hands over orders to the courier within the
timeframes specified in this policy, except in the case of objective circumstances that hinder fulfillment.

Once the waybill has been created and provided that the relevant courier service allows it, the Client receives information and a tracking number.

The provided tracking number can be used to monitor the movement of the shipment to the selected address, office, or parcel locker.

The delivery cost is not included in the price of the products – it is calculated automatically at checkout.

Free delivery applies in the following cases:

• For orders over 50 EUR – to a courier's office.
• When selecting delivery to a BOX NOW locker – regardless of the order value, as long as this condition is active and displayed on the website.

For delivery to a personal address, the price shown at
checkout applies.

The customer is obliged to provide accurate delivery details and to
receive the ordered goods in accordance with the concluded contract.

The mere failure to receive, claim, or the refusal to accept the shipment is not automatically considered a duly exercised right of withdrawal from a distance contract. When
the Consumer wishes to exercise their legal right of withdrawal, they must notify Simoana in the manner specified in the Return and Refund Policy.

In the event of systemic failure to receive shipments, provision of incorrect
delivery details, or other conduct resulting in recurring costs for Simoana, the merchant reserves the right for future orders to:

• limit the option for payment by cash on
  delivery;
• require prepayment;  
• refuse a future order for a valid reason
  before the conclusion of a contract.

These measures do not affect the rights of the Consumer that have already
arisen under a validly concluded contract.

When selecting delivery to a BOX NOW locker, the shipment is
delivered according to the courier's standard terms and conditions.

It is important to keep the following in mind:

• No "Inspection and test": Due to the nature of the lockers, this option is not available
  on-site.
• Reserved rights: The absence of an inspection upon receipt does not waive your legal rights. If you discover a defect, damage, or non-conformity of the goods after opening them, you may file a claim or exercise any other right in accordance with applicable legislation.

If, due to incorrectly entered delivery details, failure to claim, refusal to accept, or any other reason for which the Customer is responsible, the shipment is returned to Simoana, the subsequent actions will be determined on a case-by-case basis.

For re-shipment, new transport costs may be charged when they have arisen due to a reason for which the Customer is responsible, and their charging is permissible under applicable law.

If the order has been prepaid and the contract is terminated, the refund of the amounts due shall be carried out in accordance with applicable law and the Return and Refund Policy.

Sometimes unforeseen situations occur – holiday rush, bad weather, technical issues, or logistical difficulties.

If your shipment is delayed longer than expected, please contact us at:

office@simoana.bg

We will check the status of the shipment and contact the courier company when necessary.

We don't want to leave you to figure out on your own where your treasure is.

If you notice any visible damage to the packaging or the product upon collection from a locker, we recommend that you follow these steps:

• Step 1: Take clear photos. Capture the outer packaging, the shipping label, the product itself, and the damage. It is highly recommended to do this right in front of the locker – this significantly facilitates the claim process with the courier.
• Step 2: Contact us. Send the photos and your order number to office@simoana.bg. We will review the case and initiate the necessary procedures with the courier company.

When the selected shipping method allows for the "Inspection" or "Inspection and Test" service, we recommend that you take advantage of it.

Upon receipt, please check:

• if the packaging is visibly damaged;
• if the product matches the one ordered;
• if there are any obvious damages;
• if the necessary components and accessories are present.

In case of visible transport damage, we recommend that you notify the courier and have a corresponding report drawn up.

This is important for proving transport damage and facilitating subsequent communication with the courier company.

You can review our refund policy here

The product must be returned with all received accessories, attachments, documents, labels, and original packaging. The customer is obliged to take the necessary care to preserve them until the withdrawal period expires. If the original packaging, labels, or other elements are missing or damaged and this has led to a reduction in the value of the product, Simoana has the right to account for the corresponding reduction in value when refunding the amount.

The order number or other proof allowing the purchase to be identified must be provided with the return.

To exercise the right of withdrawal, the User must notify Simoana of their decision within the 14-day period at:

sales@simoana.bg

After sending the notification, the product must be returned without undue delay and no later than 14 days from the date on which Simoana is notified of the withdrawal.

Sending the product back via cash on delivery is not accepted. Costs and refunds are handled in accordance with this policy.

Return form

• For purchase cancellation (standard return): The direct courier costs for returning the product to Simoana shall be borne by the User.
• For a justified claim regarding a defective, incorrect, or non-conforming product: The necessary transport costs related to bringing the goods into conformity shall be covered by Simoana in accordance with applicable legislation.

When the return is at the User's expense, the User is responsible for choosing an appropriate method for sending the product back and packaging it in a way that ensures its normal protection during transport.

The right of withdrawal does not apply in cases expressly provided for by applicable law.

Due to health protection and hygiene requirements, sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery are not subject to return under the 14-day withdrawal period.

This may include certain:

• underwear;
• personal care products;
• other hygiene products,

when the specific product falls under the legal exception and its protective packaging or seal has been broken after delivery.

Upon receipt of the returned goods, Simoana performs an inspection of their condition and completeness.

• Refund via the original payment method: Once the refund has been processed by Simoana, the time it takes for the amount to appear in the User's account may depend on the respective bank or payment provider.
• Store credit: At the express request of the User, the amount may be provided as store credit for purchases at Simoana.

If, after confirmation from Simoana that a refund has been issued, the amount is not reflected within the reasonable processing time of the respective bank or payment provider, you may contact us at sales@simoana.bg.

In the event of a legally exercised right of withdrawal, the costs incurred for the initial standard delivery will also be refunded, provided they were paid by the Consumer. If the Consumer has expressly chosen a more expensive delivery method than the cheapest standard method offered by Simoana, namely the Box Now locker, the additional difference will not be refunded.