Complaints and Warranty policy

At le.shoes, we are committed to delivering only new, original, and high-quality products to our customers.
We want your shopping experience to be entirely safe, transparent, and in line with your statutory rights as a consumer in the European Union.

1. scope of the policy

This policy applies to all purchases made in our online store le.shoes, regardless of the customer’s country of residence (including Poland, Germany, and all EU member states).
It covers complaints regarding defective, damaged, incomplete, or incorrect products, as well as warranty claims for faults or non-conformity with the contract.

2. legal basis

Your rights as a consumer are protected by:

  • Polish Consumer Law (ustawa o prawach konsumenta, Kodeks cywilny)
  • German Civil Code (BGB), if you are a resident of Germany
  • European Union directives on consumer rights and product warranty
  • Our own Terms & Conditions and Return Policy (available at le.shoes)

Nothing in this policy limits your statutory consumer rights.

3. complaint procedure – how to file a complaint

If you have received a defective, damaged, incomplete, or incorrect product, please follow these steps:

a. Prepare the following information:

  • Your order number and date of purchase
  • Your full name and contact details (email, phone)
  • Name and description of the product
  • A detailed description of the defect, damage, missing item, or issue (when and how the problem was discovered)
  • Attach clear photographs of the product, packaging, and the defect, if possible (photos help us resolve your case faster)

b. Submit your complaint by:

  • Sending an email to contact@le.shoes, or
  • Sending the completed complaint form by post to:
    BLEYO Sp. z o.o., ul. Hoża 86 / 410, 00-682 Warsaw, Poland

c. Processing time:

  • We will confirm receipt of your complaint within 1–2 working days.
  • All complaints are reviewed and resolved within 14 days of receipt of complete documentation and photos.
  • If additional information is needed, we will contact you by email or phone.

4. resolution options

If your complaint is accepted, you may choose one of the following solutions (in accordance with applicable law):

  • Replacement: Receive a new, identical, or equivalent product at no extra cost.
  • Repair: Have the product repaired or the defect removed (if possible).
  • Price reduction: Receive a partial refund if you wish to keep the product despite a minor defect.
  • Full refund: Return the product for a full refund if replacement or repair is not possible or you choose to withdraw from the contract.

You will receive a written confirmation of the chosen resolution.
All shipping and return costs related to an accepted complaint are always covered by the store.

5. return procedure for defective products

  • If your complaint is accepted, we will send you a prepaid return shipping label (by email or with your new product).
  • Securely pack the product and include the completed complaint form (or at least your order details and complaint description).
  • Ship the parcel using the provided courier and label—no costs for you.
  • Once we receive the returned item and verify the defect, the agreed resolution (replacement, repair, or refund) will be processed immediately.

6. statutory warranty & additional rights

  • All products at le.shoes are covered by a statutory two-year warranty under Polish and EU law, which means you may file a complaint within two years of receiving your goods (or longer, if required by the law in your country).
  • German customers: Your rights under the German Civil Code (BGB) remain fully protected, including the right to request remedy, replacement, price reduction, or withdrawal from the contract if the goods are not as described.
  • If local law grants you longer or broader protection, such provisions always apply.

7. limitation and exclusions

This policy does not cover:

  • Damage caused by misuse, improper care, or unauthorized modifications after delivery.
  • Normal wear and tear of products due to regular use.
  • Products with minor, insignificant variations that do not affect their use or value.

If you are unsure whether your issue qualifies as a complaint or warranty claim, please contact our customer support.

8. customer support and contact

If you have any questions about the complaints or warranty process, need help completing the complaint form, or want to check the status of your case, our Customer Service Team is available:

  • Email: contact@le.shoes
  • Phone: +48 690 071 732
  • Working hours: Monday to Friday, 8:00 AM – 4:00 PM (CET/CEST)

We are committed to resolving all cases quickly, transparently, and in full respect of your consumer rights.