Terms of Service

Terms and Conditions of the pikastore.cz online store

Effective from 16 September 2026. This is a translation; the contract may be concluded in Czech or English and both language versions have the same content.

1. Seller

PIKASTORE s.r.o.
registered office: Rybná 716/24, Staré Město, 110 00 Prague 1, Czech Republic
Company ID (IČO): 19693311, VAT ID (DIČ): CZ19693311
registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 390268
e-mail: info@pikastore.cz, phone: +420 775 942 931
address for returns: PIKASTORE s.r.o., Žižkova 149, 282 01 Český Brod, Czech Republic

(“we” or the “seller”). Compliance with obligations towards consumers is supervised by the Czech Trade Inspection Authority (coi.gov.cz); personal data protection is supervised by the Czech Office for Personal Data Protection (uoou.gov.cz).

2. Introductory provisions

1. These terms and conditions (the “Terms”) govern the rights and obligations when buying goods in the pikastore.cz online store and on its other domains and language versions (the “store”).
2. The buyer is anyone who buys in the store (“you”). A consumer is a buyer acting outside their business or independent profession. Provisions on withdrawal and other provisions protecting consumers apply to consumers only.
3. Definitions: goods means anything that can be bought in the store; price means the price of the goods including VAT; shipping price means the price of the chosen delivery method; total price means the price plus the shipping price; order means your proposal to conclude a purchase contract sent via the store; customer account means the account in which you see your orders and details.
4. How we process personal data is described in our Privacy Policy.

3. Conclusion of the contract

1. The contract can be concluded in Czech or English, depending on the language you choose in the store.
2. Ordering process: (a) you add goods to the cart; (b) at checkout you enter your contact and delivery details and choose the delivery and payment method; (c) before sending, you see an order summary with the price, shipping price and total price; (d) you send the order using the button for completing an order with an obligation to pay.
3. Until the order is sent, you can check and change the details: at checkout you can overwrite any entry, and you can return from checkout to the cart to change the goods or quantities.
4. We confirm receipt of your order by e-mail without undue delay. The contract is concluded by our confirmation of the order. The e-mail contains an order summary and a link to these Terms; we recommend saving it. We archive the concluded contract electronically; you can find the order in the confirmation e-mail and in your customer account if you have one.
5. If we cannot confirm an order (for example because the goods are no longer available), we will contact you and may offer you a modified order. The contract is then concluded once you confirm the modified offer.
6. If a price is obviously wrong (for example a missing or extra digit), we will contact you. No contract is concluded at the wrong price; we may offer you the goods at the correct price and the contract is concluded once you confirm the offer. If you have already paid, we will refund you without undue delay.
7. You bear the costs of using means of distance communication (internet, phone); they do not differ from your standard rate.
8. Changing or cancelling an order before shipping. If you contact us by e-mail or phone within 15 minutes of sending the order, we guarantee to cancel it or to change it (for example size or delivery address) where the change is possible. Later on, we will accommodate you if the order has not yet been handed over to the carrier. This does not in any way affect your right to withdraw from the contract without giving a reason within 14 days of receiving the goods, including before you receive them (Article 7).
9. Discount codes are entered at checkout in the designated field before the order is sent.

4. Customer account

1. You can create a customer account in the store; you can also buy without one. You log in with your e-mail address and a one-time verification code that we send to it.
2. Keep the details in your account true and up to date. Protect access to the mailbox that receives the verification codes; we are not liable for misuse of the account caused by you allowing another person access.
3. We may delete an account that has not been used for more than five years or if you seriously breach these Terms. You can ask us to delete your account at any time.
4. The account may not be available at all times, in particular during necessary maintenance.

5. Price and payment

1. Prices of goods include VAT. The shipping price and total price are shown at checkout before the order is sent; the shipping price list is in our Shipping Policy. We charge no other fees.
2. How we set crossed-out prices and discounts is explained on the page How we calculate discounts.
3. Payment methods:
   • online by card (Visa, Mastercard, American Express), with Apple Pay, Google Pay or Shop Pay, and with other methods offered at checkout depending on your country (for example Klarna or iDEAL). Online payments are processed by Shopify Payments; the payment service provider is Stripe Payments Europe, Ltd. (Ireland). The payment appears on your statement as “PIKASTORE SP”. For online payment, the total price is due when the order is sent;
   • cash on delivery (in cash or by card to the carrier on receipt, depending on the carrier) – only for delivery to the Czech Republic and Slovakia. Delivery with cash on delivery has its own price in the shipping price list. The total price is due when you receive the parcel.
4. We send the tax document (invoice) by e-mail.
5. You acquire ownership of the goods on receipt, but not before the total price has been paid.

6. Delivery

1. We deliver goods to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
2. In the Czech Republic we deliver via Zásilkovna (pick-up points, Z-BOXes and home delivery), PPL (pick-up points, PPL Boxes, AlzaBoxes and home delivery), DPD (home delivery) and GLS (pick-up points, GLS Boxes, AlzaBoxes and home delivery). In Slovakia via Packeta (pick-up points, Z-BOXes and home delivery), DHL and DPD (home delivery) and GLS (pick-up points, GLS Boxes, AlzaBoxes and home delivery). Carriers and prices for other countries are listed in our Shipping Policy. The delivery method and price you choose at checkout are binding.
3. In the Czech Republic, delivery to Zásilkovna (Packeta) pick-up points and Z-BOXes is free for goods worth CZK 500 or more paid online (CZK 5,000 or more with cash on delivery). In Slovakia, delivery to Packeta pick-up points and Z-BOXes is free for goods worth €20.21 or more paid online (€212 or more with cash on delivery). In all other countries, every offered delivery method is free for goods worth €212 or more, and some methods already from €204. All other delivery methods are charged according to the price list.
4. Each size shows a delivery estimate in business days and the day by which the parcel usually arrives at the latest. This is an estimate, not a binding deadline. Unless we have agreed on a different time, we will hand over the goods without undue delay and no later than 30 days after the contract is concluded.
5. If we are late with delivery, you may give us an additional reasonable period; if we do not deliver within it, you may withdraw from the contract. You may withdraw without an additional period if we refused to deliver or if you told us before concluding the contract that delivery by a certain time was essential. In that case we will refund what you paid without undue delay.
6. Check that the packaging is intact on receipt. If it shows signs of forced opening or damage, you do not have to accept the parcel; you can record the damage with the carrier. In any case, please let us know. Your rights regarding defective goods are not affected.
7. The risk of damage to the goods passes to you on receipt of the goods. If you do not take over the goods although you were able to dispose of them, the risk passes at the moment you could have taken them over (Section 2121 of the Czech Civil Code).
8. If you do not collect the parcel and have not withdrawn from the contract, it returns to us. We may claim the costs we demonstrably incurred for delivering and returning the uncollected parcel. If you want the parcel re-sent, you pay the price of repeated delivery according to the shipping price list. For future orders we may require payment in advance.
9. After the contract is concluded, we may change the carrier only with your consent or if it does not change the price, the place of delivery (pick-up point or address) or the delivery time.

7. Withdrawal from the contract

Right of withdrawal. As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party other than the carrier and indicated by you acquire physical possession of the goods. If several items ordered in one order are delivered separately, the withdrawal period expires 14 days after the day on which you acquire physical possession of the last item. You may also withdraw before you receive the goods.

To exercise the right of withdrawal, you must inform PIKASTORE s.r.o., Rybná 716/24, Staré Město, 110 00 Prague 1, Czech Republic, phone +420 775 942 931, e-mail info@pikastore.cz, of your decision to withdraw from this contract by an unequivocal statement (e.g. by e-mail). You may use the model withdrawal form, but it is not obligatory.

You can also withdraw online: in your customer account at account.pikastore.cz, open the order and start a return. If you use this option, we will confirm receipt of your withdrawal statement in text form (by e-mail) without undue delay, including its content and the date and time it was sent.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to PIKASTORE s.r.o., Žižkova 149, 282 01 Český Brod, Czech Republic, or to the address on the return shipping label we send you, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

By law, the costs of returning the goods would be borne by you, but we cover them as a benefit, from all countries. Czech Republic, Slovakia, Poland, Hungary and Romania: start a return in your customer account (or e-mail us at info@pikastore.cz) and we will send you our carrier's shipping label within 24 hours. If you send the parcel yourself with any carrier (from other countries where we do not have a contracted carrier yet, or without our label), tell us that you want the postage reimbursed, attach proof of its cost and we will reimburse it together with your refund.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

You may inspect and try the goods at home just as you would in a shop. Please return them complete and, if possible, in the original box. The original packaging and tags are not a condition of withdrawal. If the value of the goods has diminished as a result of handling beyond what is necessary to establish their nature (for example wearing shoes outside or damaging a collector's box), we may claim compensation for that diminished value and set it off against the amount we refund.

Withdrawal is not possible in the cases set out in Section 1837 of the Czech Civil Code. For the goods we sell, this only concerns sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery (Section 1837(g)) – for example underwear or socks delivered in a sealed package whose seal has been broken.

All other goods, including gift cards, blind boxes and made-to-order Custompantsprg products, can be returned. Opening a blind box may diminish its value; the consumer is liable for such diminished value under the rule on diminished value of goods.

Exchanges. We offer exchanges (for example for a different size) as an extra service. You request one when starting a return in your customer account or by e-mail. If the requested goods are not available, we refund you under this Article.

8. Rights from defective performance (claims)

1. We are liable to you for the goods being free of defects on receipt, in particular that they match the agreed description, type, quantity and quality, are fit for the purpose for which such goods are normally used, have the usual characteristics and are supplied with the accessories and instructions that can reasonably be expected (Section 2161 of the Czech Civil Code).
2. You can notify (claim) a defect that appears within 24 months of receiving the goods. If a defect appears within one year of receipt, the goods are presumed to have been defective on receipt, unless the nature of the goods or the defect excludes this (Sections 2161(5) and 2165 of the Czech Civil Code).
3. You can make a claim by e-mail at info@pikastore.cz. It helps if you include the order number, a description of the defect and photos; this is not a condition of the claim. We will tell you how to hand the goods over to us. We take over the goods for the purpose of handling the claim at our own cost.
4. When you make a claim, we will send you a confirmation by e-mail stating the date of the claim, its content, the requested remedy and your contact details.
5. If the goods are defective, you can request that the defect be remedied, at your choice by delivery of new goods free of defects or by repair, unless the chosen remedy is impossible or disproportionately costly compared with the other. We may refuse to remedy the defect if this is impossible or disproportionately costly (Section 2169 of the Czech Civil Code).
6. You can request a reasonable discount or withdraw from the contract if (a) we refused to remedy the defect or did not remedy it within a reasonable time and without significant inconvenience to you, (b) the defect recurs, (c) the defect is a material breach of contract, or (d) it is clear from our statement or the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to you. You cannot withdraw from the contract because of an insignificant defect; a defect is presumed not to be insignificant (Section 2171 of the Czech Civil Code).
7. We will settle the claim, including remedying the defect, and inform you no later than 30 days from the day the claim was made, unless we agree on a longer period. If this period expires, you can withdraw from the contract or request a reasonable discount (Section 19 of the Czech Consumer Protection Act).
8. We will issue a confirmation of the date and method of settling the claim, including confirmation of a repair and its duration where applicable, or a written justification of rejection.
9. If your claim is justified, you are entitled to reimbursement of costs reasonably incurred in making it, for example postage (Section 1924 of the Czech Civil Code).
10. If you withdraw from the contract because of a defect, we will refund the purchase price without undue delay after we receive the goods or you prove that you have sent them.
11. You are not entitled to rights from defective performance if you caused the defect yourself. Wear and tear caused by normal use is not a defect (Section 2167 of the Czech Civil Code). Nor is a characteristic we specifically pointed out to you before concluding the contract and which you expressly accepted (Section 2161(4) of the Czech Civil Code).
12. A buyer who is not a consumer must notify a defect without undue delay after it could have been discovered by timely inspection and sufficient care; otherwise their rights are governed by Section 2099 et seq. of the Czech Civil Code.

9. Gift cards

1. A gift card is an electronic code that we send by e-mail after payment. Its value can be used at checkout as payment for goods, including in several purchases.
2. A gift card is valid for 6 months from the date of issue; the expiry date is stated in the e-mail with the card. After expiry, the unused value cannot be redeemed.
3. As a consumer, you can withdraw from the purchase of a gift card within 14 days of receiving the e-mail with the card, as with any other goods (Article 7). You can therefore return an unused gift card and we will refund the amount paid.

10. Loyalty programme

1. The loyalty programme (the “programme”) is intended for customers with a customer account in the store. We run the programme using the BON Loyalty app. Each customer may have one loyalty account.
2. You earn points for completed orders (based on the amount spent) and for other activities, for example creating a customer account, subscribing to the newsletter, rating the store, referring a new customer (both you and the referred customer receive a reward) and on your birthday if you voluntarily give us your date of birth.
3. Points can be exchanged for discount coupons. Points and coupons have limited validity, cannot be transferred to another account and cannot be exchanged for money. Coupons cannot be combined with other discounts unless stated otherwise.
4. Current rules – how many points you earn for each activity, which coupons you get for points, how long points and coupons are valid and what the VIP tiers are – are shown in the loyalty programme widget and on the Loyalty programme page. The rules shown at the time you earn or redeem points apply.
5. Points for an order are credited after it has been paid. If you cancel the order or return the goods, we deduct the corresponding points.
6. In case of misuse of the programme (for example creating duplicate accounts or fictitious purchases), we may close the loyalty account and remove points and rewards obtained in breach of the rules.
7. We may change the programme rules or end the programme. We will inform you by e-mail reasonably in advance of its end, and you will be able to use points already collected by the date stated in the notice.

11. Reviews

Information on how we collect reviews and whether they are verified is shown directly with the reviews on the website (Judge.me app).

12. Complaints, out-of-court dispute resolution and supervision

1. We handle complaints by e-mail at info@pikastore.cz. We will inform you by e-mail of how your complaint was handled.
2. We are not bound by any code of conduct.
3. If we cannot resolve a consumer dispute directly, you can submit a proposal for out-of-court dispute resolution to the competent body: Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2, Czech Republic, e-mail adr@coi.gov.cz, website https://coi.gov.cz/informace-o-adr/. The procedure is free of charge for consumers.
4. Compliance with the Czech Consumer Protection Act is supervised by the Czech Trade Inspection Authority (coi.gov.cz).

13. Final provisions

1. The contract is governed by Czech law. If the buyer is a consumer habitually resident in another country, this choice of law does not deprive them of the protection afforded by the mandatory provisions of the law of their country of habitual residence (Article 6(2) of Regulation (EC) No 593/2008 of the European Parliament and of the Council).
2. Written communication takes place by e-mail. We write to the e-mail address given in the order or in the customer account.
3. We may change these Terms. A change does not affect contracts concluded before it takes effect.
4. If any provision of these Terms is invalid or ineffective, the other provisions remain unaffected.
5. Annex: model withdrawal form.
6. These Terms are effective from 16 September 2026 and apply to orders sent from that day.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

Withdrawal from the contract

• To: PIKASTORE s.r.o., Rybná 716/24, Staré Město, 110 00 Prague 1, Czech Republic, e-mail: info@pikastore.cz
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
• Ordered on (*)/received on (*)
• Name of consumer(s)
• Address of consumer(s)
• Date
• Signature of consumer(s) (only if this form is notified on paper)

(*) Delete as appropriate or fill in.

You can send the completed form by e-mail to info@pikastore.cz.

To speed things up, you may add your order number and, if you paid cash on delivery, a bank account number for the refund. This is not a condition of withdrawal.