Terms of service

Last updated: 11 August 2026

These Terms of Service govern purchases made by consumers through the online store available at gluecklich.it.

Please read these Terms carefully before placing an order. By placing an order through the online store, you confirm that you have read and agree to these Terms.

1. SELLER INFORMATION

The online store is operated by:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ), Italy
VAT number and tax code: 02803430210
Registered with the Bolzano/Bozen Companies Register
REA: BZ-206971
Email: info@gluecklich.it
Telephone: +39 0471 974989

GLUECKLICH OHG DES CHRISTOPH STEINER & CO. is an Italian general partnership corresponding to a società in nome collettivo (S.n.c.).

In these Terms, GLUECKLICH OHG DES CHRISTOPH STEINER & CO. is referred to as “Glücklich”, the “Seller”, “we”, “us” or “our”.

2. SCOPE OF APPLICATION

These Terms apply to contracts concluded through gluecklich.it between Glücklich and consumers.

A “consumer” is a natural person acting for purposes outside their trade, business, craft or profession.

Business-to-business purchases are not processed through the ordinary consumer checkout and must be arranged separately by contacting us. Unless expressly agreed otherwise, these Terms do not apply to business-to-business transactions concluded separately by email or other direct communication.

The version of the Terms applicable to an order is the version available when the order is placed.

Mandatory consumer rights provided by applicable law remain unaffected.

3. ELIGIBILITY TO PURCHASE

To place an order, you must have the legal capacity to enter into a binding contract.

If you place an order on behalf of another person, you confirm that you are authorised to do so and that all information provided is accurate.

You must provide complete and accurate billing, delivery and contact information. We are not responsible for delays or additional costs caused by materially incomplete or incorrect information provided by the customer, without prejudice to mandatory consumer rights.

4. PRODUCTS AND PRODUCT INFORMATION

The essential characteristics of each product are described on the relevant product page.

We make reasonable efforts to ensure that product descriptions, images, colours, sizes, prices and other information are accurate and up to date.

The appearance of colours may vary slightly depending on the screen, device and display settings used. Products made from natural, handmade or individually processed materials may also show minor variations. Such variations do not affect the customer’s statutory rights where a product does not conform to the contract.

Product images are provided for illustrative purposes but do not exclude or restrict the legal guarantee of conformity.

Body-care products are carefully and securely packaged for shipment. Unless otherwise clearly stated before purchase and permitted by law, the ordinary withdrawal and return rules also apply to body-care products.

5. PRODUCT AVAILABILITY

All orders are subject to product availability.

Placing a product in the shopping cart does not reserve it. In exceptional cases, a product may become unavailable after an order has been submitted.

If a product is unavailable, we will inform the customer without undue delay. We may offer:

• An alternative product, subject to the customer’s agreement;
• Delivery at a later agreed date; or
• Cancellation and a full refund for the unavailable product.

We will not replace an unavailable product without the customer’s consent.

If only part of an order is unavailable, the customer will be informed before the available part is processed where the change would materially affect the order or its shipping costs. Any amount paid for unavailable products will be refunded.

6. PRICES

Unless otherwise indicated, prices displayed on the website are stated in euros and include Italian VAT or other applicable sales tax where required.

Shipping costs and any other charges imposed by us are displayed before the customer places the order.

For deliveries outside the European Union, the price generally does not include import VAT, customs duties, customs-clearance fees or comparable charges imposed by the destination country. Such charges are borne by the customer unless otherwise expressly stated during checkout.

Prices may be changed at any time, but changes do not affect orders for which a contract has already been concluded.

In the event of an obvious and recognisable pricing, typographical or technical error, we may contact the customer before processing the order. The customer may confirm the purchase at the correct price or cancel the affected item for a full refund. This provision does not allow us to change a correctly displayed price after a contract has been concluded.

Where a price reduction is advertised, the previous price is determined in accordance with applicable pricing and consumer-protection legislation.

7. PROMOTIONS AND DISCOUNT CODES

Promotional offers and discount codes are subject to the conditions communicated with the relevant promotion.

Unless otherwise expressly stated:

• Discount codes cannot be exchanged for cash;
• Only one discount code may be used per order;
• Discount codes cannot be applied retrospectively;
• Promotions are valid only during the stated period and while stocks last;
• Discount codes may be limited to selected products, categories, customers or countries;
• Discount codes may not be combined with other promotions.

Nothing in this section limits mandatory consumer rights.

8. ORDER PROCESS

Products can be selected and added to the shopping cart without obligation. Before placing an order, the customer can review and correct the selected products, quantities, delivery details and other information.

Before submitting the order, the customer is shown:

• The essential characteristics of the products;
• The total price, including applicable taxes;
• Shipping costs;
• Any other applicable charges;
• The selected payment method;
• The delivery information;
• A link to these Terms;
• A link to the Privacy Policy;
• Information about the right of withdrawal, where applicable.

The final checkout action clearly indicates that placing the order creates an obligation to pay.

The Privacy Policy is provided for information and does not require contractual acceptance. Any optional marketing consent is requested separately and is not a condition of purchase.

9. CONCLUSION OF THE CONTRACT

By submitting the order, the customer makes a binding offer to purchase the products in the shopping cart.

After the order is submitted, we send an electronic order confirmation to the email address provided by the customer. The sales contract is concluded when we send the order confirmation confirming that the order has been accepted.

If the initial message only acknowledges receipt of the order and expressly states that it is not an acceptance, the contract is concluded when we send a separate acceptance or shipping confirmation.

The order confirmation contains or provides access to the essential details of the order and the applicable contractual information on a durable medium.

We may reject or cancel an order before acceptance where there is a legitimate reason, including:

• Product unavailability;
• An obvious pricing or product-information error;
• Inability to authorise the payment;
• Reasonable evidence of fraud or unauthorised use of a payment method;
• Delivery being unavailable to the selected address;
• The order violating applicable law.

If payment has already been collected for an order that we do not accept, the amount will be refunded without undue delay.

10. PAYMENT

Payments are processed securely through Shopify Payments.

The payment methods currently available to the customer are displayed during checkout and may depend on the customer’s country, device, selected currency and other technical factors.

The customer must ensure that:

• The payment details provided are correct;
• The selected payment method is valid;
• The customer is authorised to use the payment method;
• Sufficient funds or credit are available.

We do not generally store complete payment-card numbers. Payment providers may process personal data as independent data controllers in accordance with their respective privacy policies.

Where a payment is declined or cannot be authorised, the order may not be accepted.

11. SHIPPING DESTINATIONS

We ship internationally to the countries and regions available for selection during checkout.

Delivery may not be available to every country, region or address. Restrictions may apply to certain products or destinations.

The final availability of delivery, the applicable method and the shipping costs are displayed during checkout.

12. PROCESSING AND DELIVERY TIMES

We endeavour to pack and dispatch orders within 24 hours after the order has been accepted and payment has been authorised.

The stated dispatch and delivery periods are estimates in working days and are not guaranteed delivery dates unless expressly agreed otherwise.

Current estimated delivery periods and shipping charges are:

a. European Union

• Orders below €150: €15 shipping
• Orders of €150 or more: free shipping
• Estimated delivery: 2–4 working days after dispatch

b. United Kingdom and Switzerland

• Orders below €250: €30 shipping
• Orders of €250 or more: €45 shipping
• Estimated delivery: 3–5 working days after dispatch

c. Rest of the world

• Orders below €250: €30 shipping
• Orders of €250 or more: €55 shipping
• Estimated delivery: 5–7 working days after dispatch

The shipping rates and options displayed during checkout apply to the order. If a rate shown in these Terms differs from the rate displayed during checkout, the customer will be informed before placing the order.

Unless another delivery period has been agreed, we will deliver the goods without undue delay and no later than 30 days after conclusion of the contract, as required by applicable consumer law.

13. INTERNATIONAL DELIVERIES AND CUSTOMS

Orders delivered outside the European Union may be subject to import VAT, customs duties, customs-clearance fees or other charges imposed by the destination country.

Unless otherwise expressly stated during checkout, these charges are not included in the product price or shipping fee and must be paid by the customer.

The customer is responsible for providing any information reasonably required by the carrier or customs authorities.

Customs procedures may cause delays outside our reasonable control. We will provide reasonable assistance where possible, but we cannot control decisions or processing times of customs authorities.

Nothing in this section limits rights granted by mandatory consumer law.

14. DELIVERY AND PASSING OF RISK

Delivery is made to the address provided by the customer during checkout.

The risk of accidental loss or damage remains with us until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods.

If the customer independently appoints a carrier that was not offered by us, risk may pass to the customer when the goods are handed to that carrier, as permitted by law.

The customer is encouraged to inspect the parcel upon delivery and document any visible damage. Where possible, visible damage should be noted when accepting the parcel and reported to us promptly.

Failure to inspect the parcel immediately or sign with reservation does not automatically remove the customer’s legal guarantee or other mandatory rights.

15. INCORRECT ADDRESSES AND UNSUCCESSFUL DELIVERY

The customer is responsible for checking that the delivery address is complete and correct before placing the order.

If an order cannot be delivered because of materially incorrect or incomplete information supplied by the customer, we may request payment of reasonable additional delivery costs before resending the order.

If a parcel is returned to us after an unsuccessful delivery attempt, we will contact the customer to arrange redelivery or another appropriate solution.

This section does not apply where the failed delivery was caused by us, the carrier or circumstances for which the customer is not responsible.

16. RIGHT OF WITHDRAWAL

Consumers generally have the right to withdraw from a distance contract without giving a reason within 14 days.

For purchases of goods, the withdrawal period begins on the day after the customer, or a third party designated by the customer other than the carrier, physically receives:

• The goods;
• The final item, where multiple goods from one order are delivered separately;
• The final lot or piece, where goods are delivered in several lots or pieces.

To exercise the right of withdrawal, the customer must inform us of the decision to withdraw through an unequivocal declaration before the withdrawal period expires.

The declaration may be sent to:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ), Italy
Email: info@gluecklich.it
Telephone: +39 0471 974989

The customer may also use:

• The model withdrawal form at the end of these Terms; or
• The online withdrawal function provided on the Refunds & Withdrawal page.

Use of the model form is optional.

The online function is clearly identified with wording such as “Withdraw from the contract here” and includes a separate confirmation step. Once the declaration is submitted, we send the customer a receipt on a durable medium containing the submitted information and the date and time of transmission.

The withdrawal is timely if the declaration is sent before the withdrawal period expires.

17. RETURNING GOODS AFTER WITHDRAWAL

After notifying us of the withdrawal, the customer must return the goods without undue delay and no later than 14 days after communicating the decision to withdraw.

Returns must be sent or delivered to:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ), Italy

The return deadline is met if the customer sends the goods before the 14-day return period expires.

Unless otherwise expressly stated, the customer bears the direct cost of returning the goods.

The customer must package returned products with reasonable care to prevent damage during transport. Use of the original packaging is recommended where available, but is not a condition for exercising the statutory right of withdrawal.

The customer is liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Clothing may be inspected and tried on in a manner comparable to what would reasonably be permitted in a physical shop. Wearing, washing, damaging or using a product beyond what is necessary for inspection may result in a deduction reflecting its diminished value.

18. REFUNDS FOLLOWING WITHDRAWAL

Where the statutory right of withdrawal is validly exercised, we refund all payments received for the withdrawn products, including the cost of the least expensive standard delivery method offered for the order.

Additional costs resulting from the customer’s choice of an enhanced, express or more expensive delivery method are not refunded beyond the cost of standard delivery.

The refund is made without undue delay and no later than 14 days after we are informed of the withdrawal.

We may withhold the refund until:

• We receive the returned goods; or
• The customer provides evidence that the goods have been returned,

whichever occurs first.

Refunds are made using the same payment method used for the original transaction unless another method is expressly agreed. The customer will not incur a fee from us for the refund.

19. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The right of withdrawal does not apply in the cases provided by Article 59 of the Italian Consumer Code and other applicable legislation.

An exception is applied only where its legal conditions are satisfied and the customer was properly informed before placing the order.

No general hygiene exception is currently applied solely because a product is classified as a body-care product. Body-care products are carefully and securely packaged for delivery.

Nothing in this section restricts rights relating to defective, damaged or non-conforming products.

20. VOLUNTARY 30-DAY RETURN POLICY

In addition to the statutory 14-day right of withdrawal, we offer consumers a voluntary return period of up to 30 days after receipt of the goods.

This voluntary return service does not restrict the statutory right of withdrawal or legal guarantee rights.

For returns initiated after the statutory 14-day period but within 30 days of receipt, the following additional conditions apply:

• The product must be unworn, unwashed and unused;
• The product must be in its original, resalable condition;
• Original labels and tags must remain attached;
• The product must be returned securely packaged;
• The customer must provide reasonable evidence of purchase;
• The customer bears the direct return costs;
• The product must not be excluded from voluntary returns under these Terms.

Returns may also be delivered personally to our address in Appiano sulla Strada del Vino without incurring return-shipping costs.

The voluntary return policy does not apply to:

• eGift Cards;
• Products damaged after delivery through misuse or improper handling;
• Products that cannot reasonably be resold for health-protection or hygiene reasons after being opened, where clearly indicated before purchase;
• Other products expressly identified as excluded before purchase, where legally permitted.

Approved voluntary returns are refunded to the original payment method unless another method is agreed.

21. SIZE AND COLOUR EXCHANGES

Customers may request an exchange for another available size or colour within 30 days after receiving the product.

Exchanges are a voluntary service and are subject to product availability. They do not restrict the statutory right of withdrawal or legal guarantee rights.

To qualify for an exchange:

• The product must be unworn, unwashed and unused;
• The product must be in its original, resalable condition;
• Original labels and tags must remain attached;
• The product must be returned securely packaged;
• The exchange request must be made within 30 days after receipt.

The customer bears all direct shipping costs associated with the exchange, including the cost of returning the original product and shipping the replacement product.

If the requested size or colour is unavailable, we may offer another product or another solution. Any substitute or store credit requires the customer’s agreement.

A customer who does not wish to accept an alternative may request a return, subject to the applicable statutory or voluntary return conditions.

22. EGIFT CARDS

eGift Cards are delivered electronically to the email address provided during the purchase process.

The customer is responsible for ensuring that the email address is correct and for protecting the gift-card code against unauthorised use.

The following conditions apply:

• eGift Cards are valid for 12 months from the purchase date;
• eGift Cards can be redeemed online at gluecklich.it only;
• eGift Cards may be used for full or partial payment of an eligible order;
• If the complete balance is not used, the remaining balance remains available until the expiry date;
• eGift Cards cannot be exchanged or redeemed for cash;
• No cash change is provided;
• eGift Cards cannot be voluntarily refunded;
• An expired eGift Card can no longer be used unless mandatory law requires otherwise;
• The value of an eGift Card does not accrue interest;
• eGift Cards may not be used for unlawful or fraudulent purposes.

Where a product purchased with an eGift Card is validly returned, the corresponding amount may be credited back to the original eGift Card or issued as replacement store credit, unless mandatory law requires another method.

The restrictions in this section do not affect any mandatory withdrawal, refund or other consumer rights provided by applicable law.

23. LEGAL GUARANTEE OF CONFORMITY

Consumers benefit from the mandatory legal guarantee of conformity under Articles 128 and following of the Italian Consumer Code.

For new goods, the Seller is liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years after delivery.

A product must, among other things:

• Correspond to its description, type, quantity and quality;
• Possess the functionality and other characteristics stated in the contract;
• Be fit for the ordinary purposes of goods of the same type;
• Be supplied with the accessories and instructions the customer may reasonably expect;
• Possess the qualities and characteristics reasonably expected in view of public statements, advertising and labelling, subject to the exceptions provided by law.

In the event of a lack of conformity, the consumer is entitled, under the conditions established by law, to have the product brought into conformity free of charge through repair or replacement.

Where repair or replacement is impossible, disproportionate, not completed within a reasonable time or otherwise subject to the statutory conditions, the consumer may be entitled to a proportionate reduction in price or termination of the contract.

The legal guarantee is provided by the Seller and does not require the consumer to contact the manufacturer.

The consumer’s action to enforce a lack of conformity not fraudulently concealed by the Seller generally expires 26 months after delivery.

Any commercial or manufacturer warranty is additional to the legal guarantee and does not replace or restrict it.

To report a damaged or non-conforming product, contact:

Email: info@gluecklich.it
Telephone: +39 0471 974989

Please provide the order number, a description of the issue and, where reasonably possible, photographs showing the problem.

24. COMPLAINTS AND CUSTOMER SERVICE

For questions, complaints or assistance, contact:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ), Italy
Email: info@gluecklich.it
Telephone: +39 0471 974989

We will endeavour to respond within a reasonable period.

Providing the order number and a clear description of the issue will help us process the request more efficiently.

25. FRAUD PREVENTION

We may carry out reasonable checks to prevent fraud, unauthorised transactions and misuse of the website.

An order may be delayed, rejected or cancelled where there are reasonable grounds to suspect fraud or unauthorised use of a payment method. Where appropriate, we may request additional information necessary to verify the order or identity of the customer.

We will not require more information than reasonably necessary for the relevant verification.

Nothing in this section limits rights provided by applicable payment-services or consumer-protection legislation.

26. LIABILITY

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability for:

• Intentional misconduct or gross negligence;
• Death or personal injury caused by negligence;
• Defective products where statutory product liability applies;
• Fraud or fraudulent misrepresentation;
• Breach of mandatory consumer rights;
• Any other liability that cannot legally be excluded or limited.

Subject to mandatory law, we are not responsible for a delay or failure caused by circumstances beyond our reasonable control, including serious transport disruption, natural disasters, acts of public authorities, major network outages, war, civil unrest or lawful industrial action.

Where such circumstances affect an order, we will inform the customer and take reasonable steps to minimise the consequences. If performance becomes impossible or is delayed beyond the period permitted by law, the customer retains the right to terminate the contract and receive any refund required by law.

27. WEBSITE AVAILABILITY

We aim to keep the website available and functioning correctly but do not guarantee uninterrupted or error-free access.

We may temporarily suspend or restrict access for maintenance, security, technical or operational reasons.

A temporary website interruption does not affect contracts already concluded or the customer’s mandatory legal rights.

28. INTELLECTUAL PROPERTY

The content of the website, including trademarks, logos, product photographs, text, graphics, design elements and other materials, is owned by or licensed to Glücklich and is protected by applicable intellectual-property law.

Website content may be used for personal, non-commercial purposes only.

Without prior permission, users may not reproduce, distribute, modify, commercially exploit or otherwise use protected content except where permitted by mandatory law.

29. PROHIBITED USE

The website may not be used:

• For unlawful or fraudulent purposes;
• To infringe intellectual-property or other third-party rights;
• To introduce malware or harmful code;
• To interfere with website security or operation;
• To collect information about other users without lawful authority;
• To place fraudulent orders or misuse payment methods, discount codes or gift cards.

We may restrict access or cancel an affected order where reasonably necessary to prevent unlawful or fraudulent conduct, without prejudice to mandatory rights.

30. PERSONAL DATA

We process personal data in accordance with the GDPR, applicable Italian data protection law and our current Privacy Policy.

The Privacy Policy explains, among other things, the purposes and legal bases of processing, recipients, international transfers, retention periods and the rights of data subjects.

Acceptance of these Terms does not constitute consent to optional marketing or non-essential tracking.

31. ALTERNATIVE DISPUTE RESOLUTION

We encourage customers to contact us first so that we can attempt to resolve any complaint directly.

Consumers may submit eligible disputes to the ADR-Consumer conciliation body of the Bolzano Chamber of Commerce.

Further information about eligibility, procedure and applicable costs is available at:

https://www.handelskammer.bz.it/it/servizi/giustizia-alternativa/adr-consumer

The ADR-Consumer body handles eligible national and cross-border disputes where at least one party is based or resident in the Province of Bolzano.

Providing this information does not constitute a general obligation by the Seller to participate in every ADR procedure and does not restrict the consumer’s right to bring proceedings before a competent court.

The former European Commission Online Dispute Resolution platform has been discontinued and is therefore not referenced as a dispute-resolution channel.

32. APPLICABLE LAW

These Terms and contracts concluded through the website are governed by Italian law.

Where the customer is a consumer habitually resident in another country, the choice of Italian law does not deprive the customer of mandatory protections granted by the law of the country of habitual residence where those protections apply under conflict-of-law rules.

The United Nations Convention on Contracts for the International Sale of Goods does not apply.

33. JURISDICTION

For disputes involving consumers, jurisdiction lies with the courts determined by mandatory consumer-protection and jurisdiction rules, including, where applicable, the court of the consumer’s domicile or residence.

Nothing in these Terms requires a consumer to bring proceedings exclusively before the courts of Bolzano where such a requirement would conflict with mandatory law.

For business transactions concluded separately outside the consumer checkout, jurisdiction may be governed by separately agreed business terms.

34. LANGUAGE VERSIONS

These Terms may be made available in English, German and Italian.

The versions are intended to have the same meaning. The Italian version serves as the reference version in the event of a discrepancy, but this does not:

• Restrict mandatory consumer rights;
• Override the requirement that contractual terms be clear and understandable;
• Deprive a consumer of protections arising from the language in which the contract was offered and concluded;
• Override mandatory law applicable in the consumer’s country of habitual residence.

35. CHANGES TO THESE TERMS

We may update these Terms to reflect changes to our services, business practices or applicable law.

The current version will be published on the website with the date of the latest update.

Changes do not retroactively affect contracts already concluded unless required by law or expressly agreed with the customer.

36. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be applied or modified only to the extent permitted by law.

The remaining provisions continue to apply, provided that this does not materially alter the nature of the contract or deprive the consumer of mandatory rights.

37. ENTIRE AGREEMENT

These Terms, the order confirmation and the policies expressly incorporated into the contract constitute the agreement between the Seller and the customer concerning the relevant online purchase.

Mandatory rights and information provided on the relevant product page or during checkout remain unaffected.

38. CONTACT INFORMATION

For questions regarding these Terms, contact:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ), Italy
VAT number and tax code: 02803430210
Registered with the Bolzano/Bozen Companies Register
REA: BZ-206971
Email: info@gluecklich.it
Telephone: +39 0471 974989

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract. Use of this form is optional.

To:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ), Italy
Email: info@gluecklich.it

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Email address:

Signature of consumer(s), only if this form is submitted on paper:

Date:

Delete as appropriate.