Terms of sale

These terms apply to every order placed with Maria Loquen, whether the request is made through the contact form on marialoquen.com, by e-mail or by direct message on Instagram. Please read them before confirming an order.

1. Who we are

Maria Loquen is a brand of handmade leather goods. Pieces are designed and made by hand by Maria Loquen for Shadedpoly [LEGAL FORM], a company registered in Bulgaria under UIC [UIC NUMBER], VAT number [BG VAT NUMBER], registered office [REGISTERED ADDRESS] (“we”, “us”).

Contact: info@marialoquen.com

2. What we sell

• Collection pieces: every model shown on the site is made to order, by hand, one at a time. There is no stock.
• Bespoke work for designers and brands, repairs and team workshops for companies are quoted individually. Sections 11 to 13 set out the specific points that apply to them.

The photos show pieces already made. Leather is a natural material, and the availability of skins and hardware depends on our suppliers, so each piece is unique. Differences in grain, colour or texture from one piece to another, or compared with the photos, are part of the nature of the material and are not defects.

3. How an order is placed

1. Request. You contact us through the form, by e-mail or on Instagram, and tell us which model interests you or what you have in mind.
2. Discussion. Together we define the piece: leather, colour, hardware and any adjustments (size, an extra pocket…), depending on what is available.
3. Written quote. We send you a quote by e-mail. It describes the piece, the total price, the delivery costs and an estimated completion time.
4. Confirmation. The contract is concluded when you accept the quote in writing (e-mail or message) and we receive the deposit described in section 5.

We may decline a request, in particular if a material cannot be sourced.

4. Prices

There are no prices on the site: every piece depends on the options chosen, so the price is set in the quote, in euros (EUR).

• Private customers: prices include VAT.
• Business customers: prices exclude VAT. VAT is then applied according to the rules of the customer’s country, and the quote and invoice show it.

Delivery costs are shown separately in the quote.

5. Payment

• Deposit: 50% of the total price by bank transfer, on acceptance of the quote. Work, and the ordering of materials, only starts once the deposit is received.
• Balance: the remaining 50% by bank transfer when the piece is finished, before it is shipped. If you collect the piece in person, you can pay the balance on collection.
• Our bank details appear on the quote and on the invoice. We do not take online card payments.

6. Completion time

The time needed to make a piece depends on its complexity and on when materials are delivered by our suppliers. The completion time given in the quote is an estimate, not a firm deadline, and it may be exceeded. If we expect a significant delay, we will tell you and give you a new estimate. If a material we agreed on turns out to be unavailable, we will propose an alternative. If none suits you, we will refund your deposit in full.

7. Delivery

• We ship within the European Union. Delivery outside the EU can be discussed; see section 10 about exotic leathers.
• The carrier and the shipping costs are agreed together when we discuss your order, and are shown in the quote.
• You become responsible for the piece once you, or a person you name, take physical possession of it.
• Please check the parcel on arrival. If it is damaged, note this with the carrier and contact us within 48 hours with photos.

8. No right of withdrawal, no refund

Every piece is made to order, by hand, to the specifications agreed with you (leather, colour, hardware, dimensions or details). There is no stock. Under EU consumer law (Article 16(c) of Directive 2011/83/EU) and Bulgarian consumer law, the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.

An order therefore cannot be cancelled or refunded once the contract is concluded (section 3), and the deposit is not refundable. The only exceptions are the case where we cannot make the piece (section 6) and the legal guarantee (section 9).

9. Legal guarantee

Private customers benefit from the legal guarantee of conformity provided by law. It only covers genuine manufacturing defects that exist at delivery. It does not cover:

• natural variations of the leather (grain, colour, marks, texture) or differences with the photos;
• normal wear, scratches, marks, creasing, softening or changes of colour that come with use and age;
• damage caused by water, heat, sun, chemicals, overloading, accidents or misuse;
• pieces repaired or modified by someone else.

If a defect is covered, we repair the piece. Each piece is unique, so it is only replaced or refunded if a repair is not possible. Please contact us with photos before sending anything back.

Business customers: no guarantee applies beyond what is written in the quote.

10. Exotic leathers

Some pieces use exotic leathers (for example reptile skins) that are regulated by the CITES convention. We provide the documentation we receive from our suppliers. Shipping these pieces outside the EU may require export and import permits. The buyer is responsible for checking the rules of the destination country and for any related formalities and costs.

11. Bespoke work for designers and brands

Projects for designers and brands (prototypes, small series) are covered by a specific quote. It sets out the specifications, quantities, prices, payment schedule, lead times and the ownership of designs and patterns. Where the quote says something different from these terms, the quote applies.

12. Repairs

• We give a quote after seeing the piece (photos first, then in person if needed). A repair only starts after you accept the quote in writing.
• The repair time depends on the work needed. Any time we give you is an estimate and may be exceeded.
• We are an independent workshop and are not affiliated with, authorised by or endorsed by the brands whose products we repair. A repair by us may affect any manufacturer’s warranty.
• You confirm that you own the piece or are authorised to have it repaired.
• We take the greatest care of your item. Our liability for damage while it is in our care is limited to the value of the repair, except in case of gross negligence.

13. Team workshops

Workshops are for groups only and are arranged with companies. Date, number of participants, duration, place, price and cancellation terms are set out in a specific quote.

14. Liability

Nothing in these terms limits the rights that consumers have under mandatory law. Apart from that, our liability is limited to the price paid for the piece or the service concerned.

15. Photos and designs

The models, patterns and designs of Maria Loquen remain our intellectual property. Unless you tell us otherwise, we may photograph pieces made for you and show them on our site and social media, without any personal information.

16. Complaints and disputes

Please contact us first at info@marialoquen.com: we will reply as quickly as possible. If we cannot resolve the issue together, consumers can turn to the Bulgarian Commission for Consumer Protection (kzp.bg) and its conciliation committees, or to the consumer-protection body of their country of residence.

These terms are governed by Bulgarian law. If you are a consumer living in another EU country, you also keep the protection of the mandatory rules of your country of residence.