Terms and conditions

1. Who we are and when these terms apply

The online shop at cloverandhem.com (including cloverandhem.com) is run by Nikola Janakova, sole trader trading as Clover & Hem, Dub 41, 741 01 Starý Jičín, Czech Republic, IČO 24913120, registered in the Czech Trade Register. We are not registered for VAT. You can reach us at support@cloverandhem.com or on +420 730 266 125. In these terms “we” and “us” means the seller, and “you” means the buyer.

These terms apply to every purchase made in our shop. Together with the Delivery page, the Returns page (which contains the model withdrawal form) and the listing of the item you buy, they form your contract with us. If something in a listing or on another page differs from these terms, these terms apply, unless we have agreed something different with you in writing.

If you buy as a consumer (for your own use, not for a business), you have extra rights under consumer law, and nothing in these terms takes them away. If you buy in the course of a business, identified for example by giving a company ID at checkout, the sections marked “business customers” apply to you instead of the consumer rules.

2. What we sell: pre-loved, graded pieces

Most of what we sell is pre-loved children’s clothing that has been worn before. A smaller number of pieces are new with tags. Each piece is one of a kind: once it is sold, it is gone.

Every item is checked by hand, washed where needed and given one of four grades, explained on How we grade:

• New with tags: never worn, original tags attached.
• Like new: worn a few times, no visible signs of wear.
• Gently worn: light signs of use that match normal wear.
• Well loved: clear signs of use, priced accordingly.

The agreed description of an item is its grade, photos, size, measurements and any flaw we name in the listing (“What we found”). By buying, you accept the item in the condition described. Measurements are taken by hand and may differ by up to 2 cm. Colours can look slightly different on different screens.

Brands and labels are shown as they appear on the garment. We check items with care but we are not an authorised reseller of any brand, and brand names are used only to describe the item.

3. How an order and the contract come about

Items shown in the shop, with their prices, are an invitation for you to make an offer; they are not a binding offer from us. This means section 1732(2) of the Czech Civil Code does not apply.

1. You add items to your cart, choose delivery and payment, and enter your details. Before you submit, you can check and correct everything on the checkout page.
2. By clicking Order and pay you make a binding offer to buy and you agree to these terms.
3. We then send an automatic email confirming that we have received your order. This is not yet acceptance.
4. The contract is concluded when we accept your order, which we do by sending you an email saying your order is on its way, or by sending the goods, whichever happens first.

Because each piece is unique and our stock updates live, we may decline an order, or part of it, before accepting it, in particular when the item has already been sold, when a price or description is obviously wrong, when payment fails or looks fraudulent, or when the order appears to be placed for resale. If we decline after you have paid, we refund the amount for the declined items in full, straight away and to the way you paid.

The contract is concluded in Czech or English, in the language you use to place the order. We keep a record of your order, and you can see it in your account if you have one. Please save or print these terms for your records; the version published on the day you order applies to your order.

4. Prices, payment and discounts

Prices are in Czech crowns (Kč). We are not registered for VAT, so no VAT is added. The delivery cost is shown at checkout before you pay.

When you order, you can pay the full amount by card, Apple Pay or Google Pay. Card payments are processed securely by our payment provider, and we never see your full card details.

For orders in Czech crowns you can also pay by bank transfer. We show the payment details and a QR code for your banking app after you place the order, and email them to you. We hold the items for 3 days. If the payment has not arrived by then, we cancel the order and put the items back on sale. We send the order once the payment reaches our account. We do not offer cash on delivery or payment on invoice.

If an item is listed at an obviously wrong price (for example because of a typing or system error), we are not bound to sell it at that price. We will tell you and you can choose to buy at the correct price or get a full refund.

Discounts, bundle savings and codes

• Bundle savings (for example a percentage off when you buy 2 or 3+ pieces) apply automatically in the cart and are shared across the discounted pieces in proportion to their prices.
• If you return some pieces from an order that received a bundle saving, the saving is recalculated for the pieces you keep. The refund for the returned pieces is what you actually paid for them after the saving.
• Discount codes have no cash value, cannot be exchanged or combined unless we say so, and only one code can be used per order. We may end a promotion at any time; this does not affect orders already placed.

We issue a receipt for every order and send it by email. By ordering you agree to receive it electronically.

5. Delivery

We deliver to the countries listed on the Delivery page, at the rates and in the times shown there and at checkout. Delivery times are carrier estimates, not guaranteed dates.

• Please enter your address carefully. If a parcel comes back to us because the address was wrong or incomplete, or because it was not collected, we will contact you. We can send it again once you pay the new delivery cost, or cancel the order and refund the price of the goods after deducting the delivery costs we incurred for the failed delivery and its return.
• Please check your parcel when it arrives. If the packaging is visibly damaged, note it with the carrier if you can, and email us with a photo as soon as possible. This helps us claim from the carrier; it does not limit your rights under section 7.
• As a consumer, the risk of loss or damage passes to you when you, or someone you name, receive the goods. Business customers: risk passes when we hand the goods to the carrier.
• You become the owner of the goods once you have paid in full and received them.

6. Your 14-day right to withdraw (consumers)

As a consumer you may withdraw from the contract without giving a reason within 14 days of the day you, or someone you name, receive the goods (for orders delivered in several parcels, from receipt of the last one). The full steps and a model withdrawal form are on the Returns page.

1. Tell us within the 14 days by email to support@cloverandhem.com or by post to our address. Using the form is optional.
2. Send the goods back within 14 days of telling us, to the return address we give you. You pay the direct cost of returning the goods. They travel at your risk until they reach us, so we recommend a tracked service.
3. We refund the price of the goods and the original delivery cost within 14 days of receiving your withdrawal, to the payment method you used, with no fee to you.

What the refund covers

• If you chose a delivery method more expensive than our cheapest standard delivery (for example express), we refund the delivery cost only up to the standard rate.
• If you return only part of an order, the original delivery cost is not refunded, because you still receive delivery of the rest.
• We may hold the refund until we receive the goods back or you show us proof that you sent them, whichever comes first.
• Any free gift supplied with the order must be returned with it; if it is not, we may deduct its value.

Condition of returned goods

You may handle the goods as you would in a shop, which includes trying them on at home. You are responsible for any loss in value caused by handling beyond that, for example wearing outside, washing, altering, new marks, stains or smells (perfume, smoke, pets), or cutting the tags from a New with tags item. We may reduce the refund by that loss in value, up to the full price, and we can set this off against the refund. Before doing so we tell you and send you photos.

The right to withdraw does not apply to business customers.

7. Faults and complaints

We are responsible for the goods being in the condition described in the listing when you receive them. This section is our complaints procedure.

How long you can claim

What is not a fault

• Wear that matches the item’s grade and its previous use.
• Any flaw named in the listing or visible in its photos. The price already reflects it.
• Normal wear and tear after you received the item, and damage from use, washing or care that does not follow the care label.
• Small differences in colour or measurement within the tolerances in section 2.

How to make a claim

Email support@cloverandhem.com with your order number, a description of the fault and photos, as soon as you notice it. We confirm receipt, and if we need to see the item we will ask you to send it. For a justified complaint we reimburse the reasonable cost of sending it.

What we do

Because every piece is one of a kind, we usually cannot repair or replace it. For a justified complaint we therefore offer a reasonable price reduction or a refund. If the fault is minor, you are entitled to a price reduction but not to withdraw from the contract. We decide on a complaint within 30 days of receiving it, unless we agree a longer time with you, and we confirm the outcome in writing.

Business customers: you must check the goods on receipt and tell us about any visible fault within 3 working days; our liability for faults is limited to the price paid for the item concerned.

8. Store credit and our buy-back programme

If you sell clothes to us through Sell to us, that transaction is governed by the terms on that page. Store credit issued there is valid for 12 months from issue, can be used only in our shop, and cannot be exchanged for cash. If you pay for an order partly with store credit and later withdraw from it, that part is returned as store credit with its original expiry date.

9. Accounts and fair use

• You can shop without an account. If you create one, keep your login details private; you are responsible for what happens in your account.
• Our shop is for personal purchases. We may limit quantities, and we may refuse orders or close accounts where we reasonably suspect fraud, payment abuse, resale of our stock, or repeated returns of goods that have been worn or damaged.
• Photos, texts, grades and the design of this site are ours. You may not copy them, for example to relist our items elsewhere, without our written permission.

10. Liability

Nothing in these terms limits liability that cannot be limited by law, including your statutory rights as a consumer.

We are not responsible for delays or failures caused by events outside our reasonable control, such as carrier strikes, severe weather or outages of payment systems. If such an event delays your order for more than 30 days, either of us may cancel the unshipped part and we refund what you paid for it.

Business customers: our total liability under a contract is limited to the price of that order, and we are not liable for indirect loss or lost profit.

11. Your personal data

We handle your personal data as described in our Privacy policy.

12. Complaints, disputes and the law that applies

If you are unhappy with anything, please email support@cloverandhem.com first. We reply within 2 working days and usually sort things out quickly.

If we cannot agree, consumers can use out-of-court dispute resolution at the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Praha 2, adr.coi.cz. Consumers from other EU countries can get free help from the European Consumer Centre network.

Our activity is supervised by the Czech Trade Inspection Authority (consumer protection) and by Městský úřad Nový Jičín (trade licensing office).

These terms and our contract are governed by Czech law. If you are a consumer living in another EU country, you also keep the protection of the mandatory rules of that country.

13. Changes to these terms

We may update these terms from time to time, for example when the law or our services change. The version published on the day you place an order applies to that order. If you have an account, we will email you about important changes; you can close your account at any time.

If any part of these terms is found invalid, the rest stays in force. These terms apply from 26 September 2026.