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Frequently Asked Questions

Here you will find the necessary documents for download in pdf format. In case of your complaint, please prefer our online form, which can be found at the bottom of our store. If you still require a "paper form" of the complaint, then these forms are used for this purpose. Just choose your language version of the form.

1. Terms and Conditions

2. Instruction to withdraw from the contract

3. Withdrawal from the contract (form)

4. Complaint form (Slovak version)

5. Complaint form (Czech version)

6. Complaint form (English version)

7. Complaint form (German version)


Do you understand all the symbols on the clothing label? See an overview of the care and washing symbols for textiles. You will find out how to wash, bleach, dry and iron properly and what the washing brands mean for professional care. Textile products must be marked with data on the method of maintenance, which follows from the law of the Slovak Republic. These rules are binding on both manufacturers and importers.

 Washing symbols.

 Machine wash at a maximum temperature of 95 ° C and normal mechanical action. Normal rinsing and normal spinning. White cotton and linen suitable for broth.

 Machine wash at a maximum temperature of 60 ° C and normal mechanical action. Normal rinsing and normal spinning.

 Machine wash at a maximum temperature of 60 ° C and very limited mechanical action. Normal rinsing and light spinning.

 Machine wash at a maximum temperature of 40 ° C and normal mechanical action. Normal rinsing and normal spinning.

 Machine wash at a maximum temperature of 40 ° C and very limited mechanical action. Normal rinsing and light spinning.

 Machine wash at a maximum temperature of 40 ° C and normal mechanical action. Normal rinsing and normal spinning.

 Machine wash at a maximum temperature of 30 ° C and normal mechanical action. Normal rinsing and normal spinning.

 Machine wash at a maximum temperature of 30 ° C and very limited mechanical action. Normal rinsing and light spinning.

 Machine wash at a maximum temperature of 30 ° C and with very limited mechanical action. Slight rinsing and gentle spin. It must not be squeezed by hand.

 Hand and careful washing only, maximum water temperature 40 ° C.

 It must not be washed. Careful handling in the wet state.


 Textile bleaching.

 It can be bleached with all bleaches.

 It can only be bleached with oxidizing / non-chlorine agents.

 It must not be bleached with chlorine-releasing agents. This symbol of the unfilled triangle crossed out by Ondrej's cross is valid from 30.11.2012 and has replaced the solid black triangle.

 Tumble dryer drying symbols.

 It can be tumble dried at normal temperature.

 It can be tumble dried at a lower drying temperature (be more careful).

 It must not be tumble dried.


 Symbols of natural drying.

 Drying by hanging on a cord.

 Drip drying on a cord.

 Spread drying.

 Drip drying in a spread state.

 Drying by hanging on a cord in the shade.

 Drip drying on a cord in the shade.

 Spread drying in the shade.

 Drip drying in a spread state in the shade.


 Ironing symbols.

 Ironing at a maximum ironing surface temperature of 200 ° C.

 Ironing at a maximum ironing surface temperature of 150 ° C.

 Ironing at a maximum ironing surface temperature of 110 ° C without steam. Steam ironing can cause irreversible damage.

 It must not be ironed. Steaming and steaming are not permitted.


 Symbols of professional dry cleaning.

 It can be chemically cleaned with carbon tetrachloride, monofluorotrichloromethane and all solvents listed under F. Conventional laundry cleaning procedures are without limitation. Normal procedure.

 It can be chemically purified with carbon tetrachloride, monofluorotrichloromethane and all solvents listed under F with limited addition of water, or limited mechanical action, or limited drying temperature. Self-service laundry cleaning is not allowed. Gentle procedure.

 It can be chemically purified with carbon tetrachloride, monofluorotrichloromethane and all solvents listed under F with limited addition of water, or limited mechanical action, or limited drying temperature. Self-service laundry cleaning is not allowed. Gentle procedure.

 It can only be chemically cleaned with trifluorotrichloroethane and naphtha (distillation range between 150 - 220 ° C, flash point 38 - 60 ° C) by conventional purification procedures without restriction. Normal procedure.

 It can only be chemically cleaned with trifluorotrichloroethane and naphtha (distillation range between 150 - 220 ° C, flash point 38 - 60 ° C) with limited addition of water, or limited mechanical action, or limited cleaning or drying temperature. Gentle procedure.

 It must not be chemically cleaned. Stains cannot be removed with organic solvents.

Professional wet cleaning. Normal process without restrictions.

 Professional wet cleaning for delicate fabrics. Gentle process with gentle mechanical action.

 Professionelle Nassreinigung für sehr feine Stoffe. Sehr schonender Prozess mit viel feinerer mechanischer Wirkung.

 It must not be professionally cleaned wet.


As a purchasing customer, you do not need an account in our e-shop to create an order. Buy easily as an unregistered customer.


Yes. You can easily register with us in the e-shop and get many benefits as a registered customer. You can register separately, ie without a purchase, or you can register in one step with your eventual order. As a registered customer, you have a number of benefits at your disposal, such as points for purchases, tracking the complete history of your account, or you are entitled to some of our promotions and the like.


In our e-shop you can use several payment options for purchases. From the classic cash on delivery payment, you can also pay your payment by bank transfer (payments in Euro, as well as payments in the Czech crown) to our company's account, you can also use online payment through a secure payment gateway GoPay (simply via ATM card, instant payments, Google Pay, etc.). Another option is to pay for your purchase, for example through collected points (as a registered customer), use payment with gift vouchers or various coupons.


Within the e-shop, we provide standard modes of transport, such as transport by courier, delivery to post offices, delivery to collection points of the Packeta, as well as the possibility to pick up the goods in person at our branch. We deliver shipments to countries outside Slovakia and the Czech Republic exclusively by courier.

We ship orders daily as standard, except on days off and weekends. Goods that are in stock are shipped on the day of receipt of the order, or the next day. If there is goods in the order that we need to sew, produce the shipping time is shifted. Usually for the goods we have to produce, the production time is 2-3 days from the delivery of the order. Subsequently, the goods are sent according to the order in the order. If there are any problems with production or delivery, we inform the customer about the delivery date.

In the event of a complaint about the goods, the customer will use our online complaint form. You can find it at the bottom of our e-shop. This is the fastest way to resolve your complaint. Just list the individual items in the form and the system will automatically assign your complaint number after sending. The customer will be automatically informed by email about the submission of the complaint, as well as about the individual states of resolving any complaints. Send any claimed goods to the company address: Dened s.r.o., Harangovská 403/8, 09414 Sečovská Polianka, Slovakia.

Another possibility of filing a complaint is a complaint via a printed form. You can also find the necessary documents for download on our link under questions and answers - documents, downloadable forms.

You can also submit a complaint simply by e-mail with the necessary data to identify your order, but as a company we prefer the online form, due to the procedural steps associated with the complaint. If you have any questions do not hesitate to contact us through our contacts.

As part of our services, we allow you to sew, produce a different dimension than we currently offer for the goods you require. In this case, feel free to contact us and we will try to meet your request. Of course, our possibilities of individual sewing, production depend on the item, the goods you are interested in. It is not possible to produce exactly the type of goods offered as you would require. Therefore, we will be happy to advise you on this and, if there is a possibility, we will produce the product according to your requirements. However, it should be noted that in the event of production on request, we require payment in advance to the account of our company. We will be happy to explain all this, as well as the procedure, to you with such a request.

We send the goods to the whole of Europe within our e-shop. If you did not find the country in which you are located when creating your order, please contact us and we will add it there together with transport options and prices for individual transport.

Payment details for payment via bank transfer:

Customers paying in Euro €:

Banka Slovenská sporiteľňa a.s., IBAN account number: SK05 0900 0000 0051 5176 3809, account number: 51 5176 3809/0900,, Swift code: GIBASKBX

Customers paying in Czech crown (CZK) and customers in Czech Republic:

Banka FIO Banka a.s., Account number IBAN: SK54 8330 0000 0028 0154 1869, Account number: 28 0154 1869/2010, Swift code: FIOZSKBA

Enter your order number as a variable symbol.

In our e-shop you will meet the term "we sew 5-7 days", "we make 5-7 days" and you often ask us what it means. Basically, the point is that as an e-shop we offer goods that are also physically produced in our branches or are from Slovakia. Wherever we have "made in Slovakia", this product is actually made in Slovakia in our companies or close to us. If you meet the stated deadline, it actually means that at the moment this product does not have to be manufactured or in stock in our stock. Therefore, in the case of your order, we need to produce this product, which usually takes some time. Only then will these goods be shipped to you according to the order in your order. There may also be a situation where we will not have any part of the material in stock for the production of a product, so in this case we will contact the customer with the approximate delivery date of his ordered product.

For some products, you may find "Availability?" In its description. instead of "Add to Cart". What does it mean? If you are interested in any goods from our offer and you meet this link to the availability of the product, it does not automatically mean that we do not have this product or it is sold out. As a rule, this link appears for goods items, such as home textiles, drugstores, or custom-made products, etc ..., or where the goods have been sold out and will continue to be available, but are either on their way to us or ordered. In the case of home textiles, such as bed linen, bed sheets, for example, this means that we have such goods in external storage, or for products that are sewn, they are not sewn. Sometimes it's also because we have a fabric, but no specific products are made. If there are also options for choosing a product, for example, the size, then you simply select the size and then send us your request. Therefore, we have chosen the option to contact us using this button and we will then answer the current options for which product you have chosen.

For each product that is made in Slovakia, we inform the customer with a small banner and description in the product. These products are actually made in Slovakia and there is no "repackaging" or "gluing" and similar practices. We produce some products ourselves, some companies close to us and we sell other products in this category on the basis of our good contacts to Slovak companies. It must be said that at present some material items needed for the production of a product in Slovakia are no longer produced as a basic raw material, but only abroad (for example, linen fabrics), so we buy this item from abroad. Mostly from the Czech Republic or Poland, where this production has been preserved. However, complete sewing, cutting, etc. is already taking place in our branches, companies in Slovakia. As an e-shop, we make sure that it stays that way and can continue to offer you products from our production and the production of companies from Slovakia. A certain part of the products from our offer is also produced directly by people in sheltered workshops and workplaces, so we try to support this market segment as well. We believe that you will be satisfied with our products and will remain faithful to us in the future.