Customer Care

1. Information About Our Company

AGNESTOTH is a registered brand operated by MARVELOSA Kft., a company incorporated and registered in Hungary.

Company Registration Number: 01-09-967778 (Registered with the Budapest Metropolitan Court as a Court of Registration)

Registered Office Address: Lánchíd utca 13, 1013 Budapest, Hungary

National VAT Number: 23486162-2-41

European Union VAT Number: HU23486162

Official Contact Email: contact@agnestoth.com

2. Overview

This website (www.agnestoth.com) is operated by AGNESTOTH. Throughout the site, the terms “we”, “us” and “our” refer to AGNESTOTH. AGNESTOTH offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing an item from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms, conditions, and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, you may not access the website or use any of our services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features, products, or tools added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes formal acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the secure online e-commerce platform that allows us to present and sell our luxury products and services to you.

3. Orders & Payments

3.1. Order Placement and Acceptance

Order Submission: All purchases made via the Website (www.agnestoth.com) are subject to product availability and acceptance by AGNESTOTH.

Order Acknowledgement vs. Acceptance: Once you place an order, you will receive an automated confirmation email containing your Order Number and a summary of your purchase. This email acknowledges receipt of your request but does not constitute formal acceptance of your order.

Contract Formation: A binding contract is only formed when we send you a separate email confirming that your products have been dispatched. We reserve the right to decline or cancel any order prior to dispatch for reasons including, but not limited to, stock unavailability, pricing errors, or suspected unauthorized or fraudulent activity.

3.2. Prices, Taxes, and Duties

Price Display: The price of the product (which includes VAT where applicable) will be the price indicated on the order pages when you place your order. We use our best efforts to ensure these prices are accurate.

Price Changes: Product prices may change from time to time; however, changes will not affect any order that we have already accepted and dispatched.

Delivery Charges: AGNESTOTH offers a complimentary standard delivery service. The price displayed at checkout represents the final cost of the product including delivery.

Changes to VAT: If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change takes effect.

Customs Duties and Import Taxes: For International Delivery Destinations outside the European Union, prices are initially displayed exclusive of customs fees. However, AGNESTOTH handles all customs clearance documentation on your behalf, and any applicable import duties, local taxes, or customs fees will be calculated and charged directly to you at checkout. By paying this automated fee at checkout, your creation will arrive at your destination with all duties pre-paid, ensuring a seamless delivery with no additional fees required upon arrival.

3.3. Pricing Errors

Obvious Mispricing: Despite our best efforts, some products may occasionally be incorrectly priced. We normally verify prices before accepting your order.

Contract Cancellation: If we accept and process your order where a pricing error is obvious, unmistakable, and could reasonably have been recognized by you as a mispricing, we reserve the right to terminate the contract, refund any sums paid, and require the immediate return of any goods already delivered.

3.4. Payment Methods and Security

Accepted Payments: We accept payments via major credit and debit cards processed securely through Shopify Payments, including Visa, MasterCard, and Maestro, as well as any alternative digital payment methods displayed at checkout.

Payment Timing: You must pay for the products in full before they are dispatched. Your card will be debited upon order checkout.

Authorization & Validation: By placing an order, you confirm that the credit/debit card or payment account being used belongs to you. All cardholders are subject to validation checks and authorization by the card issuer.

Refusal of Payment: If your card issuer refuses to authorize payment, we will not accept your order. AGNESTOTH is not responsible for any resulting delivery delays or non-delivery, and we are not obligated to inform you of the specific reason for refusal. Furthermore, we are not liable for any bank or card issuer fees incurred as a result of processing your payment.

Data Security: Your transactions are handled with the highest level of commercial security. All credit card data is transmitted directly to Shopify Payments using state-of-the-art 128-bit SSL (Secure Socket Layer) data encryption technology. AGNESTOTH does not store or have access to your full payment card details, preventing unauthorized third-party access.

4. Shipping & Delivery

4.1. Shipping Rates and Delivery Timelines

Complimentary Delivery: AGNESTOTH provides complimentary express shipping globally for all orders including insurance with DHL Express.

Standard Delivery Windows: Once your order is processed, standard delivery timelines are generally as follows:

Hungary and the European Union: Within 3 business days.

International Destinations: Within 6 business days.

Processing Buffers: Orders paid via credit card or digital wallets are processed immediately, though fulfillment may be subject to standard security and fraud validation procedures. For any orders completed via bank transfer, delivery timelines will be calculated from the date full payment confirmation is received by our studio.

4.2. Bespoke and Custom-Made Orders

Tailored Timelines: Every AGNESTOTH creation is a unique, one-of-a-kind 1/1 edition piece of fine art, produced in our Budapest atelier, fulfillment timelines vary and are exempt from standard delivery windows. While standard 1/1 editions follow our regular shipping schedule, pieces requiring fully hand-stitched embroidery represent the absolute pinnacle of slow, meticulous artisan craftsmanship and can take approximately 1-2 years to complete. Our studio will maintain a close, personalized relationship with you throughout this creative journey, and our Customer Care team will contact you directly upon completion to arrange a secure, specialized delivery schedule.

Completion & Scheduling: Bespoke items made using exsisting designs generally require up to 4 weeks to complete, depending on the complexity of request and our existing artisan queue. Upon the completion of your creation, our Customer Care team will contact you directly to arrange a secure and convenient delivery schedule.

4.3. Shipping Exceptions and Holiday Schedules

Courier Restrictions: Please note that our partner couriers do not operate or deliver on weekends or public holidays, including December 25th, December 26th, and January 1st.

Festive Season Delays: During high-volume holiday or festive periods, shipping and customs clearance worldwide may experience slight delays. AGNESTOTH is dedicated to minimizing these delays, and our Customer Care team remains at your disposal at contact@agnestoth.com for real-time tracking updates.

4.4. Customs Duties, Import Taxes, and Compliance

International Fees: If you order products for delivery to an international destination outside the European Union, your shipment may be subject to local import duties, customs fees, and taxes levied once the package reaches your country.

Customs Clearance and Fees: For international destinations outside the European Union, AGNESTOTH will manage and prepare all necessary customs clearance documentation on your behalf. To ensure a seamless delivery experience, any applicable import duties, customs taxes, and administrative fees will be calculated and dynamically added to your total at checkout. By paying this additional fee at the time of purchase, you ensure your creation will pass through customs without requiring additional payments upon arrival.

Legal Compliance: You must comply with all applicable import laws and regulations of the destination country. AGNESTOTH will not be held liable or responsible if you breach any local cross-border shipping laws.

4.5. Transfer of Risk and Ownership

Delivery Conditions: Due to the high value and rare nature of AGNESTOTH embroidered pieces, all deliveries may require a physical signature upon receipt.

Transfer of Liability: Risk of loss or damage to the products passes to you upon delivery to the address provided in your order. Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including delivery fees (where applicable).

4.6. Transfer of Risk, Condition Documentation, and Damage Claims

Immaculate Condition & Documentation: Every AGNESTOTH creation undergoes a rigorous quality assessment and leaves our Budapest atelier in immaculate, flawless condition. To guarantee this standard of excellence, our team takes comprehensive photographic and video documentation of your specific item and its packaging immediately prior to sealing and dispatching the order.

Courier Responsibility & Insurance: Once a package is handed over to our shipping partner, DHL, legal responsibility for the physical safety of the shipment transfers entirely to the courier. Because our 1/1 edition creations are irreplaceable art pieces, DHL ships all AGNESTOTH orders with premium transit insurance to cover the full value of the goods.

Exclusion of Brand Liability: AGNESTOTH is not liable or responsible for any physical damage, loss, or theft that occurs to the product or its packaging while in transit.

Reporting Damages: In the rare event that your package arrives with visible damage to the outer box or the product inside, you must document the damage immediately (photographing the unopened box and the damaged product) and contact our Customer Care team at contact@agnestoth.com within 48 hours of delivery. We will use our studio records and your photographs to assist you in filing an expedited insurance claim directly with DHL.

5. Our Products & Prices

5.1. Product Authenticity and Artisanal Variations

Unique 1/1 Nature: Every AGNESTOTH creation is a unique, one-of-a-kind 1/1 edition embroidered piece. Due to the high-end materials, organic elements, and hand-crafted techniques utilized in our Budapest atelier, subtle variations in texture, grain, stitching, and finishing are natural characteristics of the artwork and do not constitute defects.

Colour Display Accuracy: We make every effort to display the colours, textures, and fine details of our creations as accurately as possible on our website. However, because digital screens, mobile devices, and computer monitors vary, we cannot guarantee that your device’s display of colours perfectly reflects the true shade and depth of the actual product.

Luxury Packaging: The custom packaging, protective dust bags, and wooden presentation boxes provided with your creation may vary from time to time from the images shown on our website, ensuring we always deliver the most secure and premium housing for your piece.

5.2. Information Accuracy and Updates

Website Content: While we use our best efforts to ensure that all descriptions, dimensions, and materials detailed on agnestoth.com are accurate, complete, and up to date, the content on this site is provided for general informational purposes.

Historical Reference: This site may contain certain archival or historical information regarding past collections and sold-out 1/1 editions. This information is intended solely for your creative reference, and we are under no legal obligation to update historical or out-of-stock product data.

Right to Modify: We reserve the right to modify, update, or refine the contents of this website, product descriptions, and technical specifications at any time without prior notice.

5.3. Pricing and Availability

Price Adjustments: Prices for AGNESTOTH creations are subject to change at any time without notice due to fluctuations in luxury raw material costs and specialized artisan labor. Such changes will never affect orders that have already been formally accepted and dispatched.

Exclusive Availability: Certain creations are available exclusively online through our official website. Because all our items are strictly limited quantities (1/1 editions), items are sold on a first-come, first-served basis.

Right to Discontinue: We reserve the right to modify, pause, or discontinue any product, collection, or bespoke service at any time without liability to you or any third party.

5.4. Purchase Restrictions and Right of Refusal

Quantity and Resale Limits: To protect the exclusivity of the brand and deter unauthorized commercial resale or counterfeiting, AGNESTOTH reserves the right, at its sole discretion, to limit the sales or quantities of products to any single person, household, geographic region, or legal jurisdiction.

Case-by-Case Discretion: We reserve the right to enforce these purchase limits or decline orders on a case-by-case basis. Any offer for a product or service made on this website is automatically void where prohibited by local law.

Quality Disclaimer: While we guarantee that all items leave our studio in immaculate condition, we do not warrant that the subjective aesthetic expectations of a client will perfectly match digital renderings, nor that minor website service errors will always be entirely uninterrupted. Returns and exchanges remain strictly governed by our explicit Return Policy.

6. Returns & Refunds

6.1. Exemption from Standard Return Policies (1/1 Editions & Bespoke Art)

No Right of Withdrawal: Due to the exceptional rarity and unique nature of AGNESTOTH products - where every handbag is an exclusive, one-of-a-kind 1/1 edition or custom bespoke commission - our sales operate under a strict final sale policy.

Legal Statutory Exceptions: In accordance with EU consumer protection regulations governing custom-made, clearly personalized, or unique artisanal goods, the standard 14-day statutory right of return or buyer's remorse withdrawal does not apply to any purchase made via agnestoth.com.

Bespoke Finality: Any custom-ordered bespoke creation (including, but not limited to, pieces upgraded with specialized hand-stitched embroidery) is strictly non-refundable and cannot be canceled, exchanged, or returned under any circumstances once production has commenced.

6.2. Manufacturing Defect Claims & Limitations

Strict Criteria for Claims: A refund or studio credit request will only be evaluated in the rare event of a verified manufacturing quality defect that compromises the structural integrity of the piece.

Aesthetic Variations Excluded: Because our creations utilize high-end, organic materials and meticulous artisanal finishes, minor natural variations in color, leather grain, surface texture, embroidery path, or exact shape are defining features of 1/1 artwork. These unique characteristics do not constitute flaws, defects, or grounds for a refund.

6.3. Pre-Shipping Documentation and Evidence

Studio Verification Records: To ensure absolute transparency and protect the brand against post-delivery alteration or fraud, AGNESTOTH operates a rigorous pre-shipment protocol. Every single order is thoroughly inspected, photographed, and video-documented in immaculate, flawless condition by our studio team immediately before being sealed and passed to DHL.

Proof of Condition: These time-stamped digital archives serve as conclusive legal proof that the goods left our Budapest Atelier free of any damage, defects, or structural inconsistencies.

6.4. Return Process and Shipping Costs

Initiating a Claim: If you believe your 1/1 creation has arrived with a genuine manufacturing defect, you must contact our Customer Care team at contact@agnestoth.com within 48 hours of delivery. You must provide your Order Number alongside high-resolution photographs detailing the specific structural area of concern.

Client-Funded Return Shipping: If your claim is initially authorized for studio inspection, you must arrange and fully prepay for secure, insured return shipping back to our Budapest office. AGNESTOTH does not provide complimentary return labels, nor do we absorb any cross-border customs duties, import clearance fees, or delivery costs associated with returns.

Studio Verification & Validity: A refund will only be formally validated and processed after our master artisans physically receive, inspect, and evaluate the item in our workshop. If the studio inspection confirms that the issue is a genuine manufacturing defect (and not transit damage, which is strictly covered by DHL transit insurance as detailed in Section 5, or customer-induced wear), a refund to your original payment method will be approved.

Unjustified Returns: If the item is returned and found to be in immaculate condition, matching our pre-shipping archival records, the claim will be denied, and the item will be shipped back to the client at the client's sole expense.

7. Embroidery Care Guide & Longevity

7.1. General Care & Everyday Use

A Lifelong Companion: An AGNESTOTH handbag is not merely an accessory, but a unique, hand-crafted work of art. We invite you to love and protect your handbag with the utmost consideration, ensuring its pristine condition for generations to come.

Avoid Ground Surfaces: To maintain its structural hygiene and immaculate finish, never place your handbag directly on the floor or on any potentially soiled or abrasive surfaces. We recommend utilizing designated bag hooks or elevated seating arrangements when in public spaces.

Artisanal Durability: Our embroideries are executed using master-level techniques in our Budapest atelier. They are highly durable, resilient, and structurally engineered to withstand standard daily use as functional works of art.

Preventative Handling: Avoid exposing the embroidered surfaces to rough textures, heavy friction, or structural overloading.

7.2. Environmental and External Hazards

While our embroideries are incredibly robust, certain external factors can cause irreversible damage that is not covered under any manufacturing warranty. Please protect your creation from:

Sharp and Piercing Objects: Keep the embroidery away from rough jewelry, keys, open zippers, and sharp or jagged items that could hook, snag, or sever the specialized threads.

Heat and Fire: Exposure to open flames, high heat sources, or direct cigarette ash will permanently melt or burn the fine embroidery materials.

Corrosive Chemicals: Avoid direct contact with liquid cosmetics, heavy perfumes, hairsprays, alcohol-based sanitizers, oils, and household cleaning agents, which can stain or degrade the fibers.

7.3. Approved Cleaning Instructions

Manual Spot Cleaning Only: To remove surface dust or light marks from the embroidery, gently wipe the affected area with a clean, soft, semi-wet (slightly damp) cloth. Do not rub aggressively.

Washing Machine Prohibition: Under no circumstances should an AGNESTOTH handbag or embroidered element be placed in a domestic or commercial washing machine, tumble dryer, or subjected to automated dry-cleaning processes. Submerging the piece in water will permanently ruin the structural composition and underlying luxury materials.

7.4. Exclusive Restoration and Care Service

Extended Longevity: True luxury is designed to last a lifetime. To preserve the heritage and longevity of your unique item, AGNESTOTH offers an exclusive, in-house Artisan Restoration and Repair Service handled directly by our master embroiderers in Budapest.

Fee-Based Restoration: In the event that your piece suffers accidental damage over years of love and wear (such as thread snags, environmental staining, or wear to the edges), you may submit your creation back to our studio for a comprehensive evaluation.

Assessment & Quoting: Our team will assess the piece and provide a personalized quote detailing the necessary artisan hours and restoration fees required to revitalize your creation to its pristine state.

Hardware and Component Availability: While we make every effort to restore your piece to its original state, AGNESTOTH cannot guarantee the replacement of exact hardware, branded accents, or specific findings if those components or their unique designs have been discontinued. In such cases, our atelier will consult with you to select an alternative, equally premium hardware option that harmonizes with the piece's aesthetic.

Dedicated Inquiry Line: For any maintenance questions, specialized cleaning advice, or to request a restoration evaluation, please contact our dedicated care team directly at restoration@agnestoth.com.

8. Product Repair Policy

8.1. Complimentary Warranty Repairs (Manufacturing Defects)

Warranty Period: AGNESTOTH provides a one (1) year complimentary repair warranty starting from the date of formal order delivery. This warranty strictly covers manufacturing defects or unexpected structural failures under normal, intended use conditions.

Verification Requirement: Before any warranty repair is approved, our studio will evaluate the item against the photographic and video records captured prior to its original shipment (as detailed in Section 6.3).

Exclusions from Warranty: This complimentary service does not cover damage resulting from accidental drops, improper storage, environmental exposure, chemical spills, customer alterations, or general negligence (such as those outlined in Section 7, the Embroidery Care Guide).

8.2. Out-of-Warranty & Wear-and-Tear Repairs

Lifetime Structural Support: Beyond our one-year manufacturing warranty, AGNESTOTH remains committed to the lifespan of your 1/1 creation. We offer lifetime repair assessments for structural issues resulting from long-term wear and tear (e.g., edge paint wear, hardware replacement, or lining adjustments).

Artisan Service Fees: For all out-of-warranty or customer-induced damage claims, the repair process is subject to service fees. These fees are calculated based on the cost of replacement luxury raw materials and the specialized artisan hours required by our Budapest atelier.

8.3. Logistics, Shipping, and Insurance Procedures

Initiating a Repair Intake: To request a repair evaluation, you must contact our dedicated care team at restoration@agnestoth.com. Please provide your original Order Number, proof of purchase, and detailed, high-resolution photographs of the area requiring attention.

Pre-Authorization Requirement: No packages will be accepted at our Budapest studio without an official Repair Authorization Number issued by our team via email. Unsolicited shipments will be rejected and returned to the sender.

Shipping & Logistics for Repairs: To initiate an evaluation, clients must first submit detailed imagery to our digital care portal. Once our atelier pre-validates a potential warranty claim, AGNESTOTH will provide a complimentary, fully insured prepaid shipping label to bring the piece to our Budapest studio. If the physical inspection confirms a manufacturing defect, the repair and return shipping are entirely complimentary. If the inspection reveals the issue was caused by external factors or wear-and-tear, the client will receive a restoration quote and will be billed for the two-way transit costs.

For valid warrantly claims: AGNESTOTH will completely repair the item free of charge if the issue is structural and will cover the cost of shipping the repaired piece safely back home to you.

For Out-of-Warranty / Fee-Based Repairs: The client is solely responsible for arranging and paying for insured, two-way transit via DHL, including all applicable cross-border customs duties and import clearance taxes.

Outside of one year warranty: the client will be provided a repair quote, and all two-way shipping costs and customs fees will remain the sole responsibility of the client.

Transit Risks: Because every AGNESTOTH handbag is an irreplaceable 1/1 work of art, all shipping for repairs must be fully insured for the item’s original retail value. AGNESTOTH cannot be held liable for any loss, theft, or damage that occurs to the product while in transit to or from our workshop.

9. Contact Customer Services

9.1. Dedicated Client Concierge

Artisan Support: At AGNESTOTH, we are dedicated to providing a service that matches the extraordinary nature of our 1/1 editions. Whether you have a question regarding a future bespoke commission, an ongoing order, or specialized product care, our team is here to assist you.

Primary Contact Channels:

General Inquiries & Orders: contact@agnestoth.com

Product Care & Longevity Support: restoration@agnestoth.com

Bespoke Commissions: bespoke@agnestoth.com

9.2. Hours of Operation and Response Standards

Studio Hours: Our Budapest Atelier and Customer Care team operate from Wednesday through Friday, 10:00 AM to 5:00 PM (Central European Time), excluding Hungarian public holidays.

Guaranteed Response Window: We approach every client inquiry with meticulous care. Our team aims to review and respond to all email correspondence within 24 to 48 business hours. During high-volume festive seasons or custom collection launches, we appreciate your patience as we maintain our standard of personalized attention.

9.3. Document Acceptance and Acknowledgement

Final Terms: By continuing to utilize agnestoth.com, engaging our bespoke design services, or completing a purchase, you formally acknowledge that you have read, understood, and agreed to be bound by these Terms of Service and Customer Care policies.