Returns & Complaints

All sales are final — returns aren't accepted

Because every piece is made especially for you, to your specification, we don't accept returns or cancellations of an already-confirmed order due to a change of mind. Under Article 28 of the Serbian Consumer Protection Act, the standard 14-day right of withdrawal doesn't apply to goods made to your specification or clearly personalised — that covers all our pieces with a child's name, because we make them especially for you and can't sell them to anyone else.

That doesn't mean you're on your own if something's wrong — if a piece is damaged, incorrect, or you're simply not happy with it, get in touch and we'll do our best to find a solution that works for you. See the sections below.

What we do instead

Before we start making your piece, we always write to confirm every detail — the spelling of the name, the palette, the decorations you've chosen. This is how we make sure we build exactly what you wanted.

If a piece arrives damaged

Send us a photo of the damage within 7 days of receiving the package. We'll make a new piece at no extra cost and send it to you. You don't need to return the damaged piece — keep it or throw it, whichever's easier.

If the damage is visible as soon as you take the package from the courier, report it to the courier right away (or to us, by the next business day at the latest) — that's the window in which the courier can file an official damage report, which helps us resolve things faster, though our replacement guarantee above stands regardless.

If a piece arrives wrong

If we made the mistake — wrong name, wrong palette, wrong theme compared to what we'd confirmed together — we remake it at our cost. Write to us and we'll send the replacement as soon as we can.

If a piece arrives but isn't quite what you'd hoped for

At imenko, we stand behind the quality of our work and every piece we make. If what you receive isn't quite what you hoped for, let us know. Someone from our team will get in touch so we can find the right solution together as quickly as possible.

If the package doesn't arrive at all

Send us a message as soon as possible if your package doesn't arrive within the expected window. We track every shipment and will start a courier investigation right away — the courier allows a claim for a missing parcel within 60 days of shipping, so it's important you tell us in time. If the package can't be found, we make a new one.

Our main delivery partner is Post Express; we reserve the right to use other courier services where needed to provide the best and quickest delivery. We aren't responsible for delays or damage caused by the courier, but we do everything we can to resolve any issue in your favour.

How to reach us about a complaint

The fastest way is to write to us with a photo (where relevant) at zdravo@imenko.rs.

You'll hear back within 24 hours on working days, and we'll do our best to find the right solution as quickly as possible.