Effective date: 20 October 2026
I. Orders
Orders may be placed through our online shop at www.tochka-tochka.com, by email at studiotochka@gmail.com, by telephone at +359 887 581 112, or through our Facebook and Instagram accounts.
For orders placed through the online shop, an automatic confirmation is sent by email. For orders placed through other channels, the order details, payment method and delivery arrangements are agreed directly with the customer.
If a product is unavailable, we will notify the customer as soon as possible and agree on how to proceed.
II. Delivery methods
All orders are dispatched from Sofia, Bulgaria.
Deliveries within Bulgaria: Orders are shipped through Econt, to a courier office or to the customer's address, as selected or agreed when placing the order.
International deliveries: Orders are shipped through A1 POST to the delivery address provided by the customer. Delivery is available to Bulgaria and to selected European Union countries for which delivery is offered at checkout in our online shop.
III. Order processing and delivery times
1. Orders within Bulgaria
Orders received on a working day are normally processed and dispatched through Econt within 3 working days. Orders received on weekends or public holidays are processed from the next working day and dispatched within 3 working days.
The delivery charge within Bulgaria is €3 per order.
2. International orders
Orders for delivery to other eligible EU countries are normally processed and dispatched through A1 POST within 3–5 working days. Orders received on weekends or public holidays are processed from the next working day and dispatched within 3–5 working days.
International delivery charges depend on the destination country and the weight of the order. The applicable delivery charge is displayed before the customer completes the order and makes payment.
3. Estimated delivery times after dispatch
Sofia: up to 2 working days.
Other destinations in Bulgaria: up to 3 working days.
Other eligible EU countries: approximately 5–9 working days.
These delivery times are estimates and may vary depending on the destination, the courier's schedule, public holidays and circumstances affecting transport.
For urgent deliveries within Sofia, please contact us on +359 887 581 112 to discuss the available options.
4. Checking the delivery
Upon receipt, we recommend that the customer checks the parcel and its protective packaging for visible damage and, where possible, records any visible damage with the courier at the time of delivery.
If the delivered product differs from the product ordered, or if the customer notices damage or another problem, please contact us at studiotochka@gmail.com or on +359 887 581 112 as soon as possible.
Failure to record visible damage with the courier does not, by itself, remove the customer's statutory rights.
IV. Returns and the right of withdrawal
1. Right to withdraw
Consumers purchasing at a distance have the right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason, subject to applicable law and any statutory exceptions.
To exercise this right, the customer must notify us of the decision to withdraw within the applicable 14-day period. The customer may do so by emailing studiotochka@gmail.com or by sending another clear statement of withdrawal.
The customer must send the goods back without undue delay and no later than 14 days after notifying us of the withdrawal, in accordance with applicable law.
2. Condition of returned products
The returned product must be sent back to the Seller so that its condition can be assessed.
The customer may handle and examine the product to the extent necessary to establish its nature, characteristics and functioning, as would reasonably be possible in a physical shop. The customer may be liable for any diminished value resulting from handling beyond what is necessary for such examination, in accordance with applicable law.
Porcelain products must be packed securely to protect them from damage during return transport. The use of the original packaging is not mandatory.
A return form, original packaging, labels or a receipt or invoice are not mandatory prerequisites for exercising the statutory right of withdrawal. However, the customer should provide sufficient information to enable us to identify the order.
3. Return arrangements within Bulgaria
For returns from Bulgaria, please send the product to the following Econt office:
Econt office:
Borovo district, Block 227, Entrance A, Office 4
Sofia, Bulgaria
Please contact us at studiotochka@gmail.com or on +359 887 581 112 before sending the return so that we can confirm the arrangements.
4. Return arrangements from other countries
For returns from other countries, please contact us in advance at studiotochka@gmail.com. We will agree with the customer on the return address, shipping method and practical arrangements.
Customers should contact us promptly and comply with the applicable statutory deadlines. These arrangements do not limit the customer's statutory right of withdrawal.
5. Return shipping costs
Unless otherwise required by law or agreed with the Seller, the customer bears the direct cost of returning goods when exercising the right of withdrawal. This cost is not reimbursed by the Seller.
Where the goods are defective or do not conform to the contract, the allocation of return and other related costs is governed by applicable law.
6. Refunds
When a consumer validly exercises the right of withdrawal, the Seller will reimburse the payments received, including the cost of the least expensive standard delivery option offered, where applicable. Additional delivery costs resulting from the customer's choice of a more expensive delivery option will not be reimbursed where permitted by law.
The refund will be made without undue delay and no later than 14 days after the Seller has been informed of the consumer's decision to withdraw.
The Seller may withhold the refund until the goods have been received back or the consumer has supplied evidence of having sent them back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless the consumer expressly agrees to another method and no fees are incurred as a result.
The Seller may assess the condition of returned products and, where legally justified, claim compensation for any diminished value resulting from handling beyond what is necessary to examine the products.
V. Complaints and non-conforming products
1. Notification of visible damage or discrepancies
We recommend that customers inspect their products as soon as possible after delivery and notify us of any visible damage or discrepancies promptly, preferably within 14 days of delivery.
This is a recommendation and does not restrict the consumer's statutory rights to submit a complaint within the applicable legal periods, including in cases involving hidden defects or other non-conformities discovered later.
2. Incorrect products
If the product delivered differs from the product ordered, please contact us at studiotochka@gmail.com or on +359 887 581 112.
If the error is confirmed, we will arrange the return of the incorrect product and the dispatch of the correct product at the Seller's expense, as applicable under the law.
3. Damaged parcels
If a parcel arrives visibly damaged, we recommend that the customer record the damage with the courier at the time of delivery and notify us as soon as possible.
The customer may refuse delivery or accept the parcel. However, accepting a visibly damaged parcel, or failing to record the damage with the courier, does not automatically transfer all responsibility to the courier or remove the Seller's obligations under applicable consumer law.
4. Statutory remedies
If a product does not conform to the contract, the consumer is entitled to the remedies provided by applicable law. Depending on the circumstances, these may include repair or replacement, a price reduction, or termination of the contract and a refund where the legal conditions are met.
These rights apply within the statutory periods and are not limited to 14 days after purchase.
5. Who may contact us
The person receiving a parcel may notify the Seller of visible damage or discrepancies. The consumer who is party to the sales contract, or a person duly authorised by that consumer, may exercise the contractual and statutory rights arising from the purchase.
VI. Contact details
For questions about orders, delivery, returns or complaints, please contact:
tochka & tochka Ltd
Email: studiotochka@gmail.com
Telephone: +359 887 581 112
Website: www.tochka-tochka.com
Nothing in this policy limits any mandatory consumer rights available under applicable law.