TERMS & CONDITIONS

LANA NGUYEN ONLINE STORE

Effective date: October 10, 2026

§1. Seller Information

  1. The LANA NGUYEN online store, available at www.lananguyen.com, is operated by:

    LANA NGUYEN SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

    ul. Włodarzewska 76J, lok. 58

    02-393 Warsaw, Poland

    NIP (Tax ID): 7011333329

    REGON: 545819637

    KRS: 0001269077
  2. You may contact the Seller by email at shop@lananguyen.com, by phone at +48 797 909 590, or by post at the registered address indicated above.
  3. These Terms & Conditions govern the use of our online store, the placement of orders, the conclusion of sales contracts, payments, deliveries, returns and complaints.
  4. These Terms & Conditions are available free of charge on our website and may be saved or reproduced by Customers.

§2. Definitions

For the purposes of these Terms & Conditions:

  1. Store – the LANA NGUYEN online store available at www.lananguyen.com.
  2. Seller – LANA NGUYEN SP. Z O.O.
  3. Customer – an individual, legal entity or other organization legally entitled to enter into contracts and make purchases through the Store.
  4. Consumer – an individual entering into a transaction with a business for purposes not directly related to their business or professional activity.
  5. Product – a garment, dress, accessory or other item offered through the Store.
  6. Made-to-Measure – a garment individually produced for a Customer according to their measurements, based on an existing LANA NGUYEN design. The Order may include agreed modifications such as changes to length, silhouette, color, fabric or selected details.
  7. Bespoke – a garment individually designed and created from scratch for a particular Customer, according to their vision, measurements, preferences and agreed design specifications.
  8. Custom Order – an Order for a Made-to-Measure or Bespoke Product, or another Product manufactured according to the Customer's individual measurements or specifications.
  9. Ready-to-Wear – a finished garment available in a specified size that does not require individual production.
  10. Private Sale – a limited-time sale or special offer featuring selected Products, including one-of-a-kind samples, garments previously used during fittings and other items included in promotional offers.
  11. Order – a Customer's declaration of intent to purchase selected Products.
  12. Sales Contract – a contract concluded between the Customer and the Seller in accordance with these Terms & Conditions.
  13. Business Days – Monday through Friday, excluding public holidays in Poland.

Consumer protection provisions also apply to sole traders who are entitled to equivalent protection under applicable Polish law, to the extent provided by such law.

§3. Products & Our Offer

  1. LANA NGUYEN is a fashion brand specializing in individually designed and made-to-measure garments, particularly bridal and occasionwear.
  2. Most of our Products are created upon individual order, taking into account the Customer's measurements, preferences and agreed specifications.
  3. Our offer includes:
  • Made-to-Measure: Existing LANA NGUYEN designs individually produced to the Customer's measurements, with the possibility of agreed modifications.
  • Bespoke: Garments individually designed and created from scratch.
  • Ready-to-Wear: Finished garments available in specified sizes.
  • Private Sale: Selected garments available through limited-time offers, including one-of-a-kind samples.
  1. Information about each Product, including its type, available sizes, customization options, price and estimated production time, is provided in the Product description or communicated to the Customer before the contract is concluded.
  2. We make every effort to represent our Products accurately. However, fabric colors may vary slightly depending on screen settings and lighting conditions. This does not limit the Seller's responsibility for ensuring that Products conform to the contract.
  3. Due to the handcrafted nature of our garments, minor variations may occur, provided they remain consistent with the agreed specifications and do not constitute a lack of conformity with the contract.

§4. Using Our Online Store

  1. Access to the Store requires an internet-connected device and an up-to-date web browser.
  2. Customers may browse Products and place Orders using the features made available in the Store.
  3. Creating a Customer account is not required to make a purchase where guest checkout is available.
  4. Customers using an account are responsible for keeping their login credentials confidential. Account deletion may be requested at shop@lananguyen.com.
  5. Customers must use the Store lawfully and in accordance with its intended purpose. Submitting unlawful content or interfering with the Store's operation is prohibited.
  6. Electronic services relating to browsing, Customer accounts and placing Orders are provided free of charge, except for services expressly identified as paid.
  7. Complaints concerning the operation of electronic services may be submitted to shop@lananguyen.com.

§5. Placing Orders & Concluding a Sales Contract

  1. To place an Order, the Customer selects a Product, adds it to the shopping cart, provides the required information, selects a delivery and payment method, and confirms the purchase using a button clearly indicating an obligation to pay.
  2. Before placing an Order, the Customer is provided with information about the Product's main characteristics, price, delivery costs and estimated fulfillment time.
  3. Placing an Order constitutes an offer to enter into a Sales Contract. An automatic acknowledgment of receipt does not necessarily constitute acceptance. The Sales Contract is concluded when the Seller sends confirmation that the Order has been accepted for fulfillment.
  4. If an Order cannot be fulfilled, the Seller will inform the Customer and refund any payments received without undue delay.
  5. Customers are required to provide accurate information necessary to fulfill their Orders.
  6. For Custom Orders, the Seller may contact the Customer to confirm measurements, design details and the production schedule.
  7. Individually agreed changes affecting the price or production timeline require prior notification and the Customer's acceptance.
  8. Confirmation of the agreed Order terms will be provided to the Customer on a durable medium, particularly by email.

§6. Custom Orders, Made-to-Measure, Bespoke & Fittings

  1. At LANA NGUYEN, most garments are individually created to reflect each Customer's measurements, preferences and personal requirements.
  2. Custom Orders include existing collection designs produced to individual measurements (Made-to-Measure), personalized versions of those designs, and entirely original creations designed from scratch (Bespoke).
  3. Orders may be completed entirely online, in person at the LANA NGUYEN studio in Warsaw, or through a combination of online consultations and in-person fittings. The process is agreed individually with each Customer.
  4. After an Order is placed, the Seller contacts the Customer to discuss the design, arrange measurements and explain the next stages of production.
  5. Measurements may be taken in person at our studio or remotely during an online consultation, where the Customer receives guidance on how to take the required measurements accurately.
  6. Customers are responsible for providing measurements that are as accurate as possible and informing the Seller of any significant changes in body measurements that may affect the garment's fit.
  7. Fittings and alterations form part of the custom-making process to the extent agreed for the particular project. Their number, format and method of completion depend on the nature of the Order and the arrangements made with the Customer.
  8. For remotely fulfilled Orders, fitting adjustments may be discussed during online consultations, with the method of performing any alterations agreed individually.
  9. Design changes, measurement changes or additional modifications requested after production has begun may result in additional charges or a revised production timeline. Any additional charges require the Customer's prior approval.
  10. Alterations necessary to bring a Product into conformity with the Sales Contract are handled in accordance with applicable consumer protection laws and the rules governing complaints.
  11. Estimated production times are stated in the Product description or individually agreed before the Sales Contract is concluded.
  12. Made-to-Measure and Bespoke Products individually manufactured according to the Customer's measurements or specifications are generally not eligible for the statutory 14-day withdrawal right, provided they meet the conditions set out in Article 38(1)(3) of the Polish Consumer Rights Act.
  13. The absence of a statutory right to withdraw without giving a reason does not affect the Customer's legal right to make a complaint if a Product does not conform to the contract.

§7. Appointments & Consultations

  1. Appointments and fittings at the LANA NGUYEN studio may be booked through Fresha or another available booking method.
  2. Available appointment types, dates, duration and applicable fees are presented before a booking is confirmed.
  3. Where an appointment is subject to a fee, the amount, any credit applied toward a future Order, and the conditions for cancellation or rescheduling are communicated before booking confirmation.
  4. Detailed booking, cancellation and payment conditions are made available to Customers during the reservation process.
  5. Measurements and photographs collected during appointments are handled in accordance with our Privacy Policy.
  6. These Terms do not exclude any statutory consumer rights relating to paid services booked remotely.

§8. Private Sale & Special Offers

  1. LANA NGUYEN may organize limited-time sales and special offers, including Private Sale events.
  2. Private Sale offers may include one-of-a-kind garments, samples, pieces previously used during fittings and other selected promotional Products.
  3. Each Private Sale Product is offered with its specified size, price and individual description.
  4. Sample garments may show signs of previous fittings. Any known imperfections or damage will be disclosed before purchase.
  5. Depending on the design, individual alterations, including size adjustments, may be possible. Their scope and cost are agreed separately.
  6. Private Sale Products may be available in limited quantities, often as a single piece.
  7. Purchases may be made online or, where available, following an in-person fitting at our studio.
  8. Ready-to-Wear Products purchased online during a Private Sale are generally eligible for return within 14 days of receipt, in accordance with the statutory right of withdrawal, unless a legal exception applies.
  9. If a Product has genuinely been manufactured according to the Customer's individual specifications, the statutory right of withdrawal may not apply as described in §11. A discount or ordinary alteration to an existing garment does not automatically remove this right.
  10. The duration and specific conditions of each promotion are communicated through the Store.
  11. When announcing a price reduction, the Seller provides the lowest price applicable during the 30 days preceding the reduction or other information required by applicable law.

§9. Prices & Payments

  1. Product prices displayed in the Store are gross prices and include applicable taxes where required by law.
  2. The Store's primary currency is the Polish złoty (PLN). Prices and payments may also be available in euros (EUR), US dollars (USD) and other currencies supported and enabled through Shopify, depending on the Customer's country and the Store's current configuration.
  3. Where purchases are made in a currency other than PLN, prices may be converted automatically using exchange rates applied by Shopify or the relevant payment provider.
  4. Available payment methods may include:
  • Payment cards: Visa, Mastercard, American Express, Maestro and UnionPay.
  • Digital wallets: Apple Pay, Google Pay and Shop Pay.
  • BLIK.
  • Klarna, including eligible deferred payment options subject to the provider's terms.
  1. Availability of individual payment methods may vary depending on the Customer's country, currency, device and payment provider requirements. The payment methods currently available for an Order are displayed at checkout.
  2. The total Order cost, including Product prices, applicable taxes and shipping charges collected by the Store, is displayed before the Customer confirms the purchase.
  3. For payments in foreign currencies, the Customer's bank or payment provider may apply its own exchange rates and additional charges.
  4. The Seller may organize promotions and offer discount codes. The applicable promotional conditions are communicated before purchase.
  5. Changes to Product prices do not affect Sales Contracts concluded before such changes take effect.
  6. Payment arrangements for Made-to-Measure and Bespoke Custom Orders may be agreed individually with the Customer before the Sales Contract is concluded.

§10. Production, Shipping & Delivery

  1. Products are delivered to the address provided by the Customer through courier companies, postal operators or available collection points.
  2. Depending on the destination country and availability of services, the Seller may use DPD, DHL, UPS, InPost, GLS, Poczta Polska, or other domestic and international logistics providers.
  3. Available delivery options may include:
  • Courier delivery to the specified address.
  • Delivery to parcel lockers or automated collection points.
  • Delivery to designated pickup locations.
  • International courier or postal delivery.
  1. Available delivery methods depend on the Customer's location, the type of Product and the carrier's services. Current shipping options and costs are presented at checkout.
  2. The Seller ships within Poland and to selected international destinations, including European Union countries, the United Kingdom and the United States. The list of available countries may change and is displayed during checkout.
  3. Fulfillment times depend on the Product type:
  • Ready-to-Wear and Private Sale: According to the timeframe indicated in the Product description or at checkout.
  • Made-to-Measure: According to the timeframe indicated in the Product description or individually agreed with the Customer.
  • Bespoke: According to the individually agreed production schedule.
  1. Custom Order fulfillment may include taking measurements, design development, garment production, fittings and agreed alterations.
  2. Estimated fulfillment times are communicated before the Sales Contract is concluded. Shipping transit times additionally depend on the selected delivery method and destination.
  3. If the Seller anticipates a delay, the Customer will be informed and offered available solutions, without prejudice to their statutory rights.
  4. After dispatch, the Customer receives shipping confirmation and tracking details where provided by the carrier.
  5. For deliveries outside the European Union, all applicable customs duties, import taxes and customs clearance fees are payable by the Customer. Such charges are not included in the Product price or shipping cost unless expressly stated otherwise before the Order is placed. The Customer will be informed of this arrangement before purchase.
  6. The Seller recommends inspecting the parcel upon delivery and reporting any damage occurring during transport. Failure to prepare a damage report does not limit the Customer's statutory complaint rights.
  7. Liability for Products during transport and the transfer of risk are governed by applicable law. These Terms do not limit the Consumer's statutory rights.

§11. Right of Withdrawal & Returns

Ready-to-Wear & Private Sale

  1. A Consumer who purchases a finished Product online generally has the right to withdraw from the Sales Contract within 14 days of receiving the Product, without providing a reason.
  2. This right also applies to eligible Ready-to-Wear Products purchased during Private Sale events, including discounted sample garments, unless a statutory exception applies.
  3. If an Order contains multiple Products delivered separately, the 14-day period begins when the final Product is received.

Made-to-Measure & Bespoke

  1. Made-to-Measure garments and Bespoke creations individually manufactured to the Customer's measurements or specifications are not eligible for the statutory 14-day withdrawal right when they are non-prefabricated goods produced according to the Consumer's specifications or intended to meet their clearly personalized needs.
  2. This exception is provided for under Article 38(1)(3) of the Polish Consumer Rights Act.
  3. Where this statutory exception applies, the Seller informs the Customer before the Sales Contract is concluded.
  4. The absence of a 14-day withdrawal right does not affect the Customer's right to make a complaint. If a garment does not conform to the Sales Contract, the Customer retains the statutory remedies available under applicable law.
  5. The designation Made-to-Measure or Bespoke alone does not determine whether the statutory exception applies. The actual characteristics of the Product and the circumstances of its manufacture are decisive.

Returns Procedure

  1. To exercise the right of withdrawal, the Customer must send a clear statement of their decision to shop@lananguyen.com or by post to the Seller's address.
  2. The withdrawal deadline is met if the statement is sent before the 14-day period expires.
  3. The Customer must return the Product no later than 14 days after informing the Seller of the withdrawal.
  4. The Customer bears the direct cost of returning the Product where properly informed of this obligation and where applicable law does not provide otherwise.
  5. The Customer may inspect and try on the Product in a manner comparable to what would reasonably be possible in a physical store.
  6. The Customer is responsible for any reduction in the Product's value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, in accordance with applicable law.
  7. Following a valid withdrawal, the Seller refunds all payments received, including the original delivery charge up to the cost of the least expensive standard delivery option offered, within 14 days of being informed of the withdrawal.
  8. Refunds are issued using the original payment method unless the Customer expressly agrees to another method that does not involve additional costs.
  9. The Seller may withhold the refund until the returned Product is received or the Customer provides evidence of having sent it back, whichever occurs first.
  10. Additional information is available in our Returns & Refunds Policy. A model withdrawal form is also made available separately.

§12. Complaints & Product Conformity

  1. The Seller is responsible for ensuring that Products conform to the Sales Contract in accordance with the Polish Consumer Rights Act and other applicable consumer protection laws.
  2. If a Product does not conform to the Sales Contract, the Consumer may request repair or replacement and, in circumstances provided by law, a price reduction or withdrawal from the contract.
  3. Complaints may be submitted to shop@lananguyen.com or sent by post to the Seller's address.
  4. Customers are encouraged to provide an Order number, a description of the issue and their requested resolution. Failure to provide an Order number or photographs does not remove the right to make a complaint.
  5. The Seller responds to Consumer complaints within 14 days of receipt, in accordance with applicable law.
  6. Repairs or replacements required to bring Products into conformity with the Sales Contract are carried out at the Seller's expense, as required by law.
  7. Statutory consumer protections also apply to Made-to-Measure, Bespoke, personalized and Private Sale Products.
  8. For sample garments, information about their condition and any known imperfections is disclosed before purchase. Any departure from objective conformity requirements must satisfy the conditions established by law.
  9. The Seller is responsible for any lack of conformity with the Sales Contract under the conditions and within the time limits established by applicable law.

§13. Newsletter & Marketing Communications

  1. Customers may voluntarily subscribe to the LANA NGUYEN newsletter.
  2. Our newsletter may include information about collections, new designs, events, fittings, special offers and promotions.
  3. Marketing communications are sent only through channels covered by the Customer's applicable permissions, particularly email and, where offered, SMS or WhatsApp.
  4. Newsletter subscriptions are free of charge.
  5. Customers may unsubscribe at any time using the unsubscribe link provided in marketing emails or by contacting shop@lananguyen.com.
  6. Further information about personal data processing is available in our Privacy Policy.

§14. Intellectual Property

  1. Designs, photographs, graphics, videos, written content, logos, trademarks and other Store materials are owned by the Seller or their respective rights holders, unless otherwise stated.
  2. These materials are protected by applicable copyright and intellectual property laws.
  3. Purchasing a garment does not transfer intellectual property rights in its design or grant permission for its commercial reproduction.
  4. Commercial copying, distribution or exploitation of protected materials without appropriate authorization is prohibited.
  5. These provisions do not limit permitted uses or other rights granted by law.

§15. Personal Data Protection

  1. The controller of Customers' personal data is LANA NGUYEN SP. Z O.O.
  2. Detailed information about the processing of personal data, including Orders, body measurements, fitting photographs and the use of Shopify, Fresha and Dropbox, is provided in our separate Privacy & Cookies Policy.
  3. The Privacy Policy is available at:

    https://lananguyen.com/policies/privacy-policy

§16. Governing Law & Dispute Resolution

  1. Contracts concluded through the Store are governed by Polish law, without prejudice to mandatory consumer protection provisions, including those applicable in the country of the Consumer's habitual residence.
  2. The parties may seek to resolve disputes amicably by contacting the Seller.
  3. Consumers may also use legally available alternative dispute resolution procedures and seek assistance from relevant consumer protection authorities.
  4. Court jurisdiction is determined in accordance with applicable law.

§17. Changes to These Terms & Conditions

  1. The Seller may update these Terms & Conditions to reflect changes in legislation, Store functionality, sales practices or company information.
  2. The current version is available on the Store's website.
  3. Changes do not affect Customers' rights arising from Sales Contracts concluded before the revised Terms take effect.
  4. Where ongoing electronic services are provided, Customers will be informed of material changes as required by applicable law.

§18. Final Provisions

  1. These Terms & Conditions form part of Sales Contracts concluded through the Store to the extent that they have been validly incorporated into the relevant contract.
  2. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply unless applicable law provides otherwise.
  3. Nothing in these Terms limits the mandatory statutory rights of Consumers.
  4. Matters not expressly regulated by these Terms are governed by applicable Polish law, subject to mandatory consumer protections.
  5. For questions concerning these Terms & Conditions, please contact shop@lananguyen.com.
  6. These Terms & Conditions enter into force on October 10, 2026, and apply to contracts concluded on or after that date. Orders placed before this date remain subject to the terms applicable at the time the relevant contract was concluded.