policies

SHADOWPLAY BY ANJA M. – SHOP, RETURN & PRIVACY POLICY

Last Updated: October 19, 2026

Welcome to Shadowplay by Anja M. (“we,” “us,” or “our”). This document constitutes a legally binding Public Offer Agreement, Return & Exchange Policy, and Privacy Policy governing purchases made on shadowplay.world or via private appointment.

Our business is registered and operates under the laws of Ukraine, while adhering to applicable European Union consumer protection and data privacy regulations (Directive 2011/83/EU and GDPR) for our European customers.

1. MERCHANT INFORMATION & LEGAL DETAILS

  • Brand Name: Shadowplay by Anja M.
  • Legal Entity: Private Entrepreneur (FOP) PE MARHOLINA KHANNA (ФОП Марголіна Ханна Михайлівна)
  • Unified State Register (EDR) Record Number: 2010350000000300931 (Registered on 28.04.2023)
  • Primary Registered Activities (KVED): 47.91 Retail sale via mail order houses or via Internet; 14.14 Manufacture of underwear; 14.19 Manufacture of other wearing apparel and accessories; 14.31 Manufacture of knitted and crocheted hosiery.
  • Registered Legal Address: 26A Volgogradska St., Apt. 4, Zaporizhzhia, Zaporizka Oblast, 69000, Ukraine
  • Production & Dispatch Address (Origin of Shipments): Build 1, Ozerna St., village Novi Petrivtsi, Vyshhorodskyi district, Kyivska Oblast, 07300, Ukraine
  • EU Return Hub Address (For Returns Only): 58 Rue du Progrès, 93200 Saint-Denis, France
  • Contact Email: shadowplaykrafts@gmail.com
  • Contact Phone: +33 7 83 18 61 69
  • Website: shadowplay.world

2. WORLDWIDE SHIPPING, EU DELIVERY & CUSTOMS POLICY

All orders are crafted, packed, and dispatched from our studio and fulfillment center in Ukraine (Novi Petrivtsi, Kyivska Oblast) to customers worldwide, with a primary focus on the European Union.

2.1 Shipping & Transit Times

  • Orders are shipped via international tracked postal or courier services (e.g., Ukrposhta, Nova Post / Nova Global, La Poste, DHL, or partner EU postal networks).
  • Because shipments originate in Ukraine, international transit times depend on cross-border customs clearance and logistics routes. Estimated delivery timeframes are provided for guidance only; we are not liable for delays caused by customs authorities, postal carriers, or force majeure circumstances.

2.2 Customs, Import Duties & EU VAT (DDU / DAP Terms)

  • International & EU Orders: Unless explicitly stated otherwise at checkout, all orders shipped from Ukraine are sent on a Delivered Duty Unpaid (DDU / DAP) basis.
  • Customer Responsibility: Product prices do not include destination import VAT, customs duties, or local postal clearance fees (including within EU member states). These charges are determined by your local customs authority and must be paid by the recipient upon arrival.
  • Refused or Unclaimed Parcels: If you refuse to pay import duties/taxes, fail to provide required customs documentation, or fail to collect your parcel within the carrier’s holding period:
  1. If the parcel is returned to us, we will deduct all original shipping costs, return shipping fees, and any customs or carrier penalties incurred by us from your refund.
  2. If the parcel contains strictly non-returnable items (such as underwear, swimwear, socks, or custom embroidery) or is abandoned/destroyed by customs authorities due to your refusal, no refund will be issued.

3. RETURN, REFUND & EXCHANGE POLICY

Because we specialize in intimate apparel and handcrafted garments, our return policy enforces strict hygiene and quality controls in compliance with Ukrainian Law (“On Protection of Consumer Rights” and Resolution of the Cabinet of Ministers of Ukraine No. 172) and Article 16(c) and 16(e) of EU Directive 2011/83/EU.

3.1 Strictly Non-Returnable Items

Due to health protection, strict hygiene policy, and statutory rules, returns, refunds, and exchanges are not possible on the following items:

  • Underwear, lingerie, and bodysuits.
  • Swimwear and bikini sets.
  • Socks, tights, and hosiery.
  • Face masks and protective accessories.
  • Altered, bespoke, or made-to-measure apparel.
  • Complex embroidery pieces crafted to order or delicate archive pieces.

Legal Notice on Hygiene Protection: Under Ukrainian law (CMU Resolution No. 172), underwear, swimwear, and hosiery of proper quality are non-returnable under all circumstances. For shipments to the European Union, in accordance with Article 16(e) of EU Directive 2011/83/EU, all intimate apparel is dispatched with a protective hygiene seal/sticker or sealed packaging. Once this hygiene seal or packaging is opened, broken, or removed, the statutory EU right of withdrawal is immediately voided.

3.2 Eligible Returns & Timeframes (Standard Apparel Only)

If you change your mind about products other than those excluded in Section 3.1 (and provided any sealed hygiene packaging remains 100% unopened and intact):

  • Return Window: You may return or exchange eligible items within 30 days from the date of purchase/delivery (which incorporates and extends the statutory 14-day withdrawal period under Ukrainian and EU law).
  • Mandatory Condition: Products must be in their original and re-saleable condition – unworn, unwashed, free of perfume, makeup, or deodorant marks, and accompanied by the original receipt, packaging, and attached tags. We reserve the right to refuse any return that fails inspection.

3.3 How to Return an Online Order via Post

To return an eligible item for a refund or exchange, simply follow these steps:

  1. Initiate Return: Visit our Return Policy page at shadowplay.world (or contact shadowplaykrafts@gmail.com) and fill in the required fields and your return information.
  2. Prepare Label: Print your return label at home or at a nearby Local Post Office.
  3. Dispatch Parcel: Drop your return parcel at any Local Post Office or Local Post Office Box using a tracked postal service, addressed to our European Return Hub:

Recipient: Shadowplay by Anja M. (PE MARHOLINA KHANNA)
Return Address: 58 Rue du Progrès, 93200 Saint-Denis, France
Phone: +33 7 83 18 61 69
Email: shadowplaykrafts@gmail.com

  1. Confirm Tracking: Send an email to shadowplaykrafts@gmail.com with the Tracking ID provided by your Local Post Office and your Order ID given on our website at the time of your original order.
  2. If you are returning an item from outside the European Union to our French Return Hub, you must mark the customs form CN22/CN23 as “RETURNED GOODS – NO COMMERCIAL VALUE”. Any French import duties or taxes charged due to incorrect customs declarations by the sender will be deducted from the refund.

3.4 Return Costs & Handling Fees

  • Postal Service Cost: All return postal shipping costs are paid by the client.
  • Handling Fee: Please note that a $10.00 (or €10.00 equivalent) return handling fee will be deducted from the refund amount when you use our postal return option (where permitted by law or when utilizing a pre-paid return label).
  • Responsibility in Transit: Returned parcels remain the client’s responsibility until physically delivered and verified at our return facility in France.

3.5 Exchanges & In-Person / Private Meeting Purchases

  • Online Purchases (Refunds): Online purchases that require a refund must be returned to the Shadowplay by Anja M. return warehouse (58 Rue du Progrès, 93200 France) by postal mail.
  • Exchanges (Online & Private Meetings): Online purchases or purchases made during a private meeting / pop-up store may be exchanged at the same location or by mail within 30 days, provided they meet all return conditions. Postal service costs are paid by the client.
  • Gift Cards & Price Differences:
  • Returns can be compensated by receiving a Gift Card (if the client agrees) for an equal monetary amount for use on our website shadowplay.world.
  • If exchanging for an item of the same or lower price, the price difference will be compensated to the client’s PayPal or bank account (or processed at the original location of payment).
  • If exchanging for a higher-value item, the price difference must be paid by the client prior to dispatch.

3.6 Refund Processing Times

  • Warehouse Verification & Processing: The returns and inspection process across our French hub and Ukrainian administration can take up to 30 business days from the date your return was lodged to issue your refund or dispatch an exchange item (statutory EU withdrawal refunds are processed within 14 days of receipt/proof of return).
  • Bank Appearance (“I haven’t received my refund yet?”): It can take between 2 to 5 business days for refunds to appear in your account, depending on which bank or payment system you use. If you received a receipt for your refund from us, this is official confirmation that the refund was processed successfully on our end.

4. PRIVACY POLICY (UKRAINIAN LAW & EU GDPR COMPLIANT)

We process personal data in strict compliance with the Law of Ukraine “On Protection of Personal Data” and the European Union General Data Protection Regulation (Regulation (EU) 2016/679 – GDPR).

4.1 Data Controller

The Data Controller responsible for your personal data is:
PE MARHOLINA KHANNA (ФОП Марголіна Ханна Михайлівна), registered at 26A Volgogradska St., Apt. 4, Zaporizhzhia, 69000, Ukraine, with fulfillment operations at Build 1, Ozerna St., Novi Petrivtsi, Kyivska Oblast, 07300, Ukraine, and EU return handling at 58 Rue du Progrès, 93200 Saint-Denis, France. Email: shadowplaykrafts@gmail.com.

4.2 Personal Data We Collect

  • Identity & Delivery Data: Full name, billing address, shipping address, email address, and telephone number.
  • Transaction & Return Data: Order ID, purchase history, postal tracking numbers, and PayPal/bank account details (strictly when required to compensate a price difference or issue a refund). Raw payment card data is encrypted and processed exclusively by external PCI-DSS compliant payment gateways.
  • Technical Data: IP address, browser metadata, and essential functional cookies on shadowplay.world.

4.3 Purpose & Legal Basis of Processing (GDPR Art. 6)

  • Contractual Necessity (Art. 6(1)(b) GDPR): To process payments, ship orders from Ukraine, manage returns at our French hub, and communicate order updates.
  • Legal Obligation (Art. 6(1)(c) GDPR): To maintain mandatory tax, customs, and accounting records under Ukrainian legislation.
  • Legitimate Interests (Art. 6(1)(f) GDPR): To prevent fraud, enforce our hygiene protection rules, and resolve customer disputes.

4.4 Cross-Border Data Transfers (EU & Ukraine)

Because our manufacturing and dispatch center is located in Ukraine and our return facility is in France, personal data is processed across both jurisdictions. Transfers of personal data from the EEA to Ukraine are carried out under Article 49(1)(b) of the GDPR as strictly necessary for the performance of the sales contract and international postal delivery. Data is shared only with necessary third parties (postal carriers, customs authorities, and payment processors).

4.5 Data Retention & Your Rights

Accounting and order records are retained for the statutory period mandated by Ukrainian tax law (3 to 5 years). Under the GDPR and Ukrainian law, you have the right to request access, rectification, erasure, restriction of processing, or portability of your personal data by emailing shadowplaykrafts@gmail.com. EU residents may also lodge a complaint with their national Data Protection Authority (such as the CNIL in France).

5. GOVERNING LAW & DISPUTE RESOLUTION

This Policy and all transactions on shadowplay.world are governed by the laws of Ukraine, without prejudice to mandatory consumer protection provisions applicable in the consumer’s country of residence within the European Union. Any questions or disputes should first be directed to shadowplaykrafts@gmail.com for amicable resolution.