Effective from: 01.08.2026

Everything about how your order gets to you and how to send it back.

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Shipping

Where we deliver

We ship from Slovenia to mainland European Union countries.

Addresses in excluded destinations cannot be selected at checkout. If an order for an
excluded destination reaches us anyway, we contact you and refund it in full.

This list is what our carrier zones support. If you are not sure whether your address is
covered, email info@leis-design.com before ordering.

Under Regulation (EU) 2018/302 on geo-blocking we do not restrict access to our shop based
on where you live. If you live in a country we do not deliver to, you may still order and
arrange collection or onward carriage yourself, at your own cost and risk, from an address
inside our delivery area. Write to us first so we can agree how.

Carrier

All parcels are shipped with GLS.

You receive a tracking number by email as soon as the parcel is handed over. GLS will
normally also contact you directly with a delivery window.

We do not deliver to PO boxes. Parcel locker delivery is available only where the checkout
offers it as an option for your country.

Delivery cost

The delivery cost is shown at checkout before you pay and is included in the total. All
prices include Slovenian VAT.

There are no customs duties or import charges, because all deliveries stay inside the EU
customs union.

Delivery time

Expected delivery: 2 to 5 working days from dispatch, depending on distance from
Slovenia.

Each trivet is made to order in our own workshop, so a short production time is added before
dispatch. The current dispatch estimate is shown on the product page.

Working days are Monday to Friday, excluding Slovenian public holidays. Orders placed at the
weekend or on a holiday enter production on the next working day.

If we cannot meet the stated delivery time, we tell you as soon as we know and you can
choose between an extended delivery date and a full refund.

Order tracking

• You get an order confirmation by email immediately after payment.
• You get a dispatch email with the GLS tracking number when the parcel leaves us.
• If the tracking has not moved for several working days, email info@leis-design.com with
  your order number and we will chase it.

Undelivered parcels

If GLS cannot deliver, the parcel is normally held at a pickup point or a second attempt is
made. If the parcel comes back to us because it was not collected or because the address was
wrong or incomplete:

• We contact you.
• We can send it again. The cost of the second dispatch is payable by you, unless the failed
  delivery was our fault or the carrier’s fault.
• Or we can treat it as a return and refund you. In that case we deduct the original
  delivery cost we actually paid, unless you had already withdrawn from the contract within
  the 14 day period, in which case the standard delivery cost is refunded in full.

Damaged or missing parcels

Please check the parcel when it arrives.

• Visibly damaged parcel. Note the damage with the driver if you can, or photograph the
  packaging before opening it. Then email us within 48 hours with photographs of the outer
  packaging and the contents.
• Parcel marked as delivered but not received. Email us. We open a search with GLS.

Risk of loss or damage in transit is ours until you take physical possession of the goods.
You are never asked to pay for a parcel that was lost or destroyed on the way to you. The
48 hour reporting request above helps us claim against the carrier. Missing it does not take
away your statutory rights.

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Returns

There are two different reasons to send something back. They have different rules, so pick
the one that applies to you.

1. You changed your mind, within 14 days

This is the statutory right of withdrawal. You do not have to give a reason.

Full details, including the exact statutory wording and the form to fill in, are in
Right of Withdrawal.

How to do it, in short:

1. Email info@leis-design.com with your order number, saying you are withdrawing. Use
   the model form if you like.
2. Pack the trivet so it survives the journey.
3. Send it to RIMARKET d.o.o., Jurjevica 50, Jurjevica, 1310 Ribnica, Slovenia.
4. Use a trackable service and keep the receipt.
5. We refund you.

Do not send it cash on delivery. Those parcels are refused.

You may unpack the trivet and test the magnetic hold with a pot. That does not reduce your
refund. Using it for weeks, oiling it, scorching it or scratching it can.

[TO BE CONFIRMED BY OWNER: whether we cover return shipping or offer a longer return window
as a commercial promise. Until confirmed, the statutory rules above apply.]

2. The product is faulty or not as described

This is a conformity claim, and the rules are more favourable to you.

How to do it:

1. Email info@leis-design.com with your order number, a description of the problem and
   photographs.
2. We confirm receipt within 5 working days and tell you how we intend to proceed.
3. If we need the item back, we arrange and pay for the return.

What counts as a defect: a crack, a split, a magnet that has come loose or is missing, a
finish fault, a trivet that does not match the stated dimensions, or a trivet that fails to
hold cookware that does have a magnetic base.

What does not count as a defect:

• Variation in the grain, colour and figure of the beech. It is a natural material and no
  two pieces are identical.
• Gradual colour change of the wood and the oil finish through normal use and light.
• Damage from use above the stated heat limit, from direct flame, from soaking or from
  dishwasher use.
• Damage from dropping the trivet or from carrying an unsupported pot.
• Failure to hold cookware with a non magnetic base, such as aluminium, copper or non
  magnetic stainless steel. Test your pot with a fridge magnet before ordering. If the
  magnet does not stick to the base of the pot, the trivet will not hold it either.

Commercial guarantee

[TO BE CONFIRMED BY OWNER: whether a commercial guarantee is offered beyond the statutory
two years, and if so its length, scope and conditions.]

At present no commercial guarantee is offered. Only the statutory two year liability for
conformity applies. This is stated deliberately rather than left blank, because promising a
guarantee we have not defined would be a misleading commercial practice.

Exchanges

We do not run an exchange process, because there is only one product in one size. If you
want a different quantity, withdraw from the original order and place a new one.

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Questions

Email: info@leis-design.com
Phone: +386 51 726 150

We acknowledge every written complaint within 5 working days and aim to give a substantive
answer within 8 days.

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RIMARKET d.o.o., Jurjevica 50, Jurjevica, 1310 Ribnica, Slovenia. Registration number
3360563000. VAT SI41578562.