Terms of service

Terms and Conditions of the MILKY SOUP ceramics online shop

Version of 1 October 2026. In force from 8 October 2026.

These terms explain in plain words who the seller is, how to place and pay for an order, and how delivery, returns and complaints work. Nothing in them limits the rights that consumer law gives you.

§1. The seller and definitions

  1. The online shop at https://milkysoup.lol (the “Shop”) is run by Mila Smaltsar as a sole proprietorship under the business name MILKY SOUP ceramics Mila Smaltsar, registered in the Polish Central Register and Information on Economic Activity – CEIDG (the “Seller” or “we”).
    • Address registered in CEIDG and correspondence address: ul. Skaryszewska 10 lok. 20, 03-802 Warszawa, Poland
    • NIP (tax identification number): 1133173616
    • REGON (statistical number): 544690265
    • Email: mila.smaltser@gmail.com
    • Phone: +48 881 285 610
    • Contact page: https://milkysoup.lol/pages/contact
    We usually reply to messages within 1–2 business days.
  2. Our physical shop and pickup point is Lekka – sklep i pracownia ceramiczna (a ceramics shop and studio that we co-run), ul. Ząbkowska 30, 03-735 Warszawa. Pickups and in-person returns at Lekka are possible by prior arrangement. The Seller’s address remains the address given in section 1.
  3. These terms apply to orders placed in the Shop, including orders you collect in person at Lekka.
  4. Definitions used in these terms:
    • Customer (“you”) – a person who uses the Shop or places an order;
    • Consumer – a natural person who buys for a purpose not directly related to their business or profession;
    • Entrepreneur with consumer rights – a natural person running a business for whom the contract is directly related to that business but is not of a professional nature for them (art. 7aa of the Act); they have the rights described in §7 and §8 in the same way as a Consumer;
    • Product – an item offered in the Shop, including a gift voucher;
    • Contract – a contract for the sale of a Product concluded at a distance through the Shop;
    • business days – Monday to Friday, excluding public holidays in Poland;
    • the Act – the Polish Consumer Rights Act of 30 May 2014 (ustawa o prawach konsumenta).

§2. General provisions and technical requirements

  1. These terms set out the rules for using the Shop, concluding and performing Contracts, withdrawing from a Contract and making complaints. They are also the terms for electronically supplied services within the meaning of the Polish Act of 18 July 2002 on providing services by electronic means.
  2. These terms are available free of charge on the Shop’s website before you place an order and at any time afterwards. You can save or print them.
  3. In the Shop we provide the following electronic services free of charge:
    • browsing the Shop – for as long as you browse;
    • the order form (cart and checkout) – until you place the order or stop earlier;
    • the contact form on the Contact page – until your message is sent;
    • the customer account – this contract is concluded for an indefinite period when you create the account. You can end it at any time and at no cost by asking us to delete the account. We can terminate it only for an important reason, namely when the account is used to provide unlawful content or when the Shop or its customer accounts are discontinued, with 14 days’ notice, informing you by email and giving the reason.
  4. To use the Shop you need a device with internet access, an up-to-date web browser with JavaScript and cookies enabled, and an active email address.
  5. When using the Shop, you must not provide unlawful content.
  6. Using the internet carries typical risks, such as malware or attempts to steal data (phishing). Our Shop is at milkysoup.lol – watch out for websites at other addresses that pretend to be MILKY SOUP ceramics, and if in doubt, write to us.
  7. You can report problems with the Shop and the services described in section 3 by email or by post to the addresses in §1. We will reply within 14 days of receiving your report.
  8. The photos, texts, designs and patterns of the Products shown in the Shop are protected by copyright. Please do not copy or distribute them without our consent, unless the law allows it.

§3. Products, prices and safety

  1. The ceramics in the Shop are handmade by Mila, and most Products are one-of-a-kind pieces. The Seller is the manufacturer of these Products.
  2. Colours on screen may differ slightly from the real ones.
  3. Handmade ceramics have natural features: slight differences in shape, colour and glaze, small irregularities and, on many pieces, a matte unglazed foot (base). This is the character of handmade work, which we try to show well in photos and descriptions. It does not limit your rights described in §7 and §8.
  4. Pieces sold as imperfect have small flaws that are visible in the photos or described with the Product, and that is why they cost less. When you buy them, you have the same rights to withdraw from the Contract and to make a complaint as with any other Product.
  5. Our ceramic tableware is food-safe, dishwasher-safe and microwave-safe, and suitable for hot drinks and hot food.
  6. We state prices in Polish złoty (PLN). Prices in PLN are gross prices, which means they are the final prices of the Products. The delivery cost is not included in the Product price – you will see it at checkout before you place the order.
  7. For customers from some countries, the Shop shows prices in another currency (for example, US dollars, USD). The total amount and currency shown in the order summary just before you place the order are binding. Your bank or payment provider may charge its own currency conversion fee.
  8. Pieces with small flaws are marked as such on the product page, and the flaw is described in the product description. They are offered at a lower price.

§4. Orders and conclusion of the Contract

  1. You can place an order at any time: add Products to the cart, enter your contact details and address at checkout, choose the delivery and payment methods, check the summary (prices, delivery cost, total) and click the button that confirms the order with an obligation to pay.
  2. Until you click that button, you can correct your details and change the contents of the cart.
  3. After you place the order, we send an order confirmation to the email address you gave. The Contract is concluded when you receive it.
  4. If you want to change something in your order (for example, the delivery address), write to us as soon as possible – if the parcel has not left yet, we will try to make the change. Regardless of this, you can withdraw from the Contract as described in §7.
  5. If, exceptionally, we cannot send the Product you ordered (for example, the only piece was damaged before dispatch), we will tell you without delay and refund all your payments, including the delivery cost, within 14 days at the latest. We may suggest a different Product, but the choice is yours.

§5. Payment

  1. The available payment methods are shown at checkout before you place the order. Payments are handled by external payment service providers working with the Shopify platform on which the Shop runs. We do not have access to your full payment card details.
  2. You can see the amount due and the payment method you chose in the order summary. We send your order or get it ready for pickup after we receive the payment.
  3. If you need an invoice, write to us with your order number and invoice details.
  4. We make refunds (§4 section 5, §7 and §8) using the same payment method that was used for the purchase, unless you expressly agree to a different method that involves no costs for you.

§6. Delivery and pickup

  1. Delivery countries, available delivery methods and costs, free-shipping thresholds and estimated delivery times are described in the Shipping policy: https://milkysoup.lol/policies/shipping-policy. You can see the delivery cost for your order at checkout before you place it.
  2. We prepare your order for dispatch within 1–2 business days of the order being placed and payment being received. Delivery time depends on the carrier and the destination country.
  3. You can collect your order in person free of charge at Lekka (ul. Ząbkowska 30, 03-735 Warszawa) on business days, at a time arranged in advance.
  4. For deliveries outside the European Union, duties and import taxes depend on the destination and delivery service. Any charges collected by us are included in the total shown before payment. Where import charges are payable by the recipient, the carrier or customs authority may collect them before delivery.
  5. The risk of accidental loss of or damage to the Product passes to the Consumer when the Product is handed over to them. If the parcel is lost or damaged on its way to you, we bear that risk.
  6. If your parcel arrives damaged, let us know as soon as possible and, if you can, attach photos of the parcel and the Product; this helps us sort things out with the carrier. This is not a condition of your rights: you do not need a damage report from the carrier, and you can make a complaint as described in §8.

§7. Withdrawal from the Contract (returns without giving a reason)

  1. As a Consumer or an Entrepreneur with consumer rights, you can withdraw from the Contract within 14 days without giving any reason. The period runs from the day you, or a third party you indicate other than the carrier, take possession of the Product. If the order arrives in several parcels, it runs from the day the last one is received.
  2. To withdraw from the Contract, send us a statement by email to mila.smaltser@gmail.com or by post to ul. Skaryszewska 10 lok. 20, 03-802 Warszawa, Poland. You can use the model form at the end of these terms and in the Refund policy, but you do not have to. To meet the deadline, it is enough to send the statement before it expires. We will confirm by email that we have received it.
  3. Send the Product to ul. Skaryszewska 10 lok. 20, 03-802 Warszawa, Poland, or hand it in at Lekka (ul. Ząbkowska 30, 03-735 Warszawa) by prior arrangement – without undue delay and no later than 14 days from the day you withdrew from the Contract. To meet the deadline, it is enough to send the Product back before it expires. Please pack the ceramics safely; it does not have to be the original packaging. If you tell us before the deadline that you want to return the Product at Lekka, we treat the deadline as met even if the agreed day falls later.
  4. You bear the direct cost of returning the Product. We do not provide return labels. Handing the Product in at Lekka costs nothing.
  5. We will refund all payments received from you, including the cost of delivering the Product to you, without undue delay and no later than 14 days from the day we receive your withdrawal statement. If a delivery method more expensive than the cheapest standard delivery we offer was chosen, we do not refund the difference. We may withhold the refund until we receive the Product back or you provide proof of having sent it, whichever comes first.
  6. You are liable for any reduction in the value of the Product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning. In other words: you can examine the Product as you would in a shop.
  7. The right of withdrawal does not apply to a Product made to your specifications or clearly made for your individual needs (for example, ceramics with an inscription, shape, colour or design you specified). If we accept such an order, we will tell you clearly before you place it. Ready-made Products from the Shop – including imperfect pieces, reduced-price Products and gift vouchers – can be returned under this section.
  8. We do not exchange Products for other Products (for example, for a different design). If you prefer a different Product, you can withdraw from the Contract and place a new order. Replacement as a way of remedying a lack of conformity is described in §8.
  9. More information is in the Refund policy: https://milkysoup.lol/policies/refund-policy.

§8. Complaints – lack of conformity with the Contract

  1. We are liable for any lack of conformity of the Product with the Contract that exists when the Product is delivered and becomes apparent within two years from that moment, under Chapter 5a of the Act. If a lack of conformity appears within that time, it is presumed to have existed on delivery unless we prove otherwise. Examples: the Product arrived broken or damaged, it has a flaw, or you received a different Product from the one you ordered.
  2. You can make a complaint by email to mila.smaltser@gmail.com or by post to ul. Skaryszewska 10 lok. 20, 03-802 Warszawa, Poland. To speed things up, give your order number, describe the problem and tell us what you would like us to do, and, if you can, attach photos. Please let us know as soon as possible after you notice the problem, but this is not a condition of your rights. We do not require the original packaging or a damage report from the carrier, and missing photos are not a reason to reject a complaint.
  3. You can ask for the Product to be repaired or replaced. We may replace the Product instead of repairing it (or repair it instead of replacing it) if the option you chose is impossible or would involve excessive costs for us. If both repair and replacement are impossible or would involve excessive costs for us, we may refuse to bring the Product into conformity with the Contract. Because most of our Products are one-of-a-kind pieces, replacing them with an identical piece is often impossible, and broken ceramics usually cannot be repaired.
  4. You can declare a price reduction or withdraw from the Contract in the cases set out in art. 43e of the Act, in particular when: we refuse both repair and replacement; we do not remedy the lack of conformity within a reasonable time, without excessive inconvenience to you and at our cost; the lack of conformity persists despite our attempt to remedy it; or the lack of conformity is serious enough to justify this without a prior repair or replacement. You cannot withdraw from the Contract if the lack of conformity is minor, but a lack of conformity is presumed to be significant.
  5. We bear all costs related to the complaint, including the costs of shipping, repair or replacement. If we need the Product back to deal with the complaint, we will agree with you how it will be collected or sent back at our cost; you can also hand it in at Lekka.
  6. We will refund the amount due because of a price reduction without undue delay and no later than 14 days from receiving your statement. After a withdrawal from the Contract because of a lack of conformity, we will refund the price and the delivery cost you paid without undue delay and no later than 14 days from receiving the Product or proof that it was sent back.
  7. We will reply to your complaint by email (or by letter, if the complaint came by post without an email address) within 14 days of receiving it. If we do not reply within that time, the complaint is deemed accepted.
  8. We do not give an additional commercial guarantee – your rights come from the law described in this section.

§9. Gift vouchers

  1. A gift voucher is a paper voucher in Polish. After purchase, we write the chosen amount, an individual code for use in the Shop and the expiry date on it by hand. We deliver the voucher in the same way as other Products (§6).
  2. The voucher is valid for 6 months from the date of purchase; the exact expiry date is written on the voucher.
  3. To use the voucher, enter its code at checkout when you place an order in the Shop. The code reduces the price of the Products in the order; it does not cover delivery, cannot be combined with other discount codes and cannot be used to buy another voucher.
  4. If the Products in your order cost less than the voucher, the rest is not lost: we will email you a new code for the difference, valid until the original voucher’s expiry date.
  5. The voucher is available in the amounts shown on the Product page.
  6. You can withdraw from the purchase of a voucher under §7, just as with other Products. If we refund an order paid for with a voucher, the part paid with the voucher comes back to you as a new code, as described in the Refund policy.

§10. Personal data

  1. The controller of Customers’ personal data is the Seller (details in §1). We process the data mainly to conclude and perform the Contract, to run the customer account and to reply to messages.
  2. Details, including information about your rights and about cookies, are in the Privacy policy: https://milkysoup.lol/policies/privacy-policy.

§11. Out-of-court dispute resolution

  1. If something goes wrong, write to us – most things can be sorted out quickly and amicably.
  2. A Consumer can use out-of-court ways of dealing with complaints and pursuing claims, in particular:
    • free help from a municipal or district consumer ombudsman (miejski or powiatowy rzecznik konsumentów);
    • mediation by a regional Trade Inspection office (wojewódzki inspektorat Inspekcji Handlowej), or a permanent consumer arbitration court (stały polubowny sąd konsumencki) at a regional Trade Inspection office;
    • the register of entities authorised to conduct out-of-court consumer dispute resolution, kept by the President of UOKiK (the Polish Office of Competition and Consumer Protection): https://polubowne.uokik.gov.pl;
    • if you live in another European Union country – help from the European Consumer Centre in your country (in Poland: ECC Poland, https://konsument.gov.pl).
    Information about these institutions is available at https://uokik.gov.pl/pomoc-dla-konsumentow.
  3. Taking part in out-of-court proceedings is voluntary for both sides. If a dispute is not resolved after your complaint has been dealt with, we will send you a statement by email or letter saying whether we agree to take part in such proceedings, and if we agree, we will name the competent body.
  4. You can always pursue your rights before the court that has jurisdiction under the general rules.

§12. Final provisions

  1. Polish law applies to the Contracts. If you are a Consumer whose habitual residence is in another country, you do not lose the protection given to you by the mandatory provisions of that country’s law.
  2. These terms do not exclude or limit any rights a Consumer has under the law. Any provisions less favourable to the Consumer than the provisions of the Act are invalid, and the provisions of the Act apply instead.
  3. These terms are available in Polish, English and Russian. All versions have the same content; the Polish version is the reference version. Any ambiguities are interpreted in the Consumer’s favour.
  4. We may change these terms only for important reasons, which are: a change in the law, a change in the available payment or delivery methods, a change in the scope of the Shop’s electronic services, or the need to correct errors or ambiguities in these terms. We publish the new version in the Shop with its effective date. A change does not apply to orders placed earlier. If you have a customer account, we will tell you about the change by email at least 14 days before it takes effect; if you do not agree with it, you can delete your account at any time.
  5. Orders placed before the day these terms take effect are governed by the terms in force when they were placed, and by these terms where they are more favourable to the Consumer.

Annex. Model withdrawal form

A translation of the model form in Annex 2 to the Act, with the Seller’s details filled in. The Polish version of the form is binding; you can fill it in in English.

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

– To: MILKY SOUP ceramics Mila Smaltsar, ul. Skaryszewska 10 lok. 20, 03-802 Warszawa, Poland, email: mila.smaltser@gmail.com

– I/We(*) hereby give notice that I/we(*) withdraw from my/our(*) contract of sale of the following goods(*) contract for the delivery of the following goods(*) contract for work consisting in making the following goods(*)/contract for the provision of the following service(*)
………………………………………………………………………………

– Date the contract was concluded(*)/date of receipt(*)
………………………………………………………………………………

– Name of consumer(s)
………………………………………………………………………………

– Address of consumer(s)
………………………………………………………………………………

– Signature of consumer(s) (only if this form is sent on paper)
………………………………………………………………………………

– Date
………………………………………………………………………………

(*) Delete as appropriate.