Terms and Conditions for Pillovely.pl Delivery, Carrying-in, and Assembly Services

effective from [04.05.2026]

General Provisions

  1. These regulations define the terms and conditions for the provision of transport and assembly services by Pillovely.com sp. z o. o. with its registered office in Chocznia, at Kościelna 17a, 34-100 Chocznia (hereinafter referred to as “Pillovely”) within the territory of the Republic of Poland.
  2. Pillovely provides services to natural persons, legal persons, and organizational units without legal personality.

§ 1. Scope and purpose of the Regulations

 

1. These Regulations define the rules for Pillovely to provide delivery services for Goods offered in the Pillovely.pl online store, including services such as: "Courier Delivery without Carry-in", "Transport with Carry-in" and "Transport with Carry-in and Assembly".

2. The Regulations apply to deliveries made within the territory of the Republic of Poland.

3. The Regulations complement the Online Store Regulations, Shipping Policy, Refund Policy, and Pillovely Privacy Policy regarding premium delivery services.

§ 2. Definitions

 

1. Pillovely - Pillovely.com sp. z o.o. with its registered office in Chocznia.

2. Customer - a person placing an order in the Pillovely.pl online store.

3. Consumer or Entrepreneur - a natural person, legal person, or organizational unit without legal personality, performing a legal act; in the case of natural persons performing acts not directly related to their business or professional activity, the provisions concerning consumers and appropriate protective provisions provided by law apply.

4. Goods - movable property offered by Pillovely.

5. SKU - a specific item in the store's system, to which a logistical category is assigned.

6. Service Category - the logistical category of Goods assigned by Pillovely, which determines the available service variant and price.

7. Courier Delivery without Carry-in - delivery without carrying into the premises and without assembly.

8. Transport with Carry-in - delivery with carrying into the indicated room, without assembly.

9. Transport with Carry-in and Assembly - delivery with carrying into the indicated room and standard assembly.

10. Standard Assembly - assembly or setup of Goods according to the manufacturer's instructions, without alterations, drilling, anchoring to walls, and installation work.

11. Business Days - days from Monday to Friday, excluding public holidays.

12. Delivery and Acceptance Protocol - a paper or electronic document confirming the course of delivery, performed actions, and reported reservations.

§ 3. Service Categories and Price List

 

1. Pillovely assigns an appropriate Service Category to each SKU. Information about the category and available delivery options should be shown at the latest in the shopping cart or at checkout.

2. Available options and gross prices are as follows:

Hard furniture - easy (nightstands, dressing tables, chairs, tables)

  • FREE | Courier Delivery without Carry-in
  • PLN 399 | Transport with Carry-in and Assembly

    •  

Hard furniture - medium (chests of drawers, TV cabinets)

  • FREE | Courier Delivery without Carry-in
  • PLN 599 | Transport with Carry-in and Assembly

    •  

Hard furniture - difficult (wardrobes, walk-in closets)

  • FREE | Courier Delivery without Carry-in                        
  • PLN 799 | Transport with Carry-in and Assembly

    •  

Upholstered furniture - living room

  • FREE | Courier Delivery without Carry-in
  • PLN 199 | Transport with Carry-in
  • PLN 299 | Transport with Carry-in and Assembly

    •  

Upholstered, continental furniture - bedroom

  • FREE | Courier Delivery without Carry-in                        
  • PLN 199 | Transport with Carry-in                                
  • PLN 399 | Transport with Carry-in and Assembly                        

    • 3. FREE means PLN 0 gross.

    4. In the case of an order covering more than one Good, the total price of the service shown in the shopping cart or checkout before placing the order is binding.

    5. Goods not covered by the above table are subject to the rules indicated on the product card, in the shopping cart, or at checkout.

    § 4. Detailed scope of services

     

    1. Courier Delivery without Carry-in includes delivery of the Goods to the first safe place at the delivery address, without carrying into the premises or room and without assembly.

    2. Transport with Carry-in includes delivery of the Goods to the target room indicated by the Customer, provided that technical conditions and safety allow it.

    3. Transport with Carry-in and Assembly includes the activities from paragraph 2 and standard assembly of the Goods in the target room, ensuring appropriate technical conditions and safety.

    4. Premium services are generally performed during one visit, immediately after delivery of the Goods.

    5. Unpacking of the Goods occurs only to the extent necessary for carrying in or assembly. Carrying packaging outside the premises or property, its disposal, collection of old furniture, dismantling of existing fixtures, and excluded works indicated in Annex 2 are not covered by the service, unless the offer explicitly states otherwise.

    § 5. Customer's Obligations

     

    1. The Customer provides correct contact and address details, including a phone number enabling contact regarding the delivery.

    2. The Customer ensures the presence of an adult authorized to receive the Goods at the agreed time.

    3. The Customer prepares passages, staircases, elevators, corridors, and the target room in a way that allows for the safe execution of the service.

    4. The Customer secures delicate items, floors, walls, and other equipment elements exposed to accidental contact during the service.

    5. The Customer cannot demand that the delivery team perform work excluded from the scope of the service or work contrary to the manufacturer's instructions, safety rules, or legal provisions.

    § 6. Scheduling and access rules

     

    1. After preparing the order for execution, Pillovely staff will contact the Customer to arrange and confirm the delivery day and an estimated time slot.

    2. The given time slot is approximate, unless Pillovely explicitly offers a delivery service for a specific hour.

    3. For premium services, automatic redirection to a pick-up point is not a standard way to complete delivery; in case of an unsuccessful attempt, further steps are agreed upon individually with the Customer.

    4. If the service requires access to a building, elevator, housing estate security, or restricted traffic zone, the Customer should ensure such access.

    5. If agreements with the building administration or property manager are necessary for the service to be performed, the Customer is responsible for obtaining them.

    § 7. Limitations and grounds for refusal or partial refusal to perform the service

     

    1. Pillovely may refuse to carry in or assemble, or limit their scope, if:

       a) conditions on site pose a threat to life, health, property, or the Goods;

       b) communication routes are impassable, too narrow, too low, slippery, or otherwise do not allow for safe performance of the service;

       c) the Goods cannot be safely carried into the destination room without risk of damage to the building, equipment, or the Goods themselves;

       d) the Customer requests work excluded from the scope of the service;

       e) conditions necessary for standard assembly are lacking;

       f) no authorized person is present at the delivery address.

    2. If the impossibility concerns only part of the service, Pillovely may - after agreement with the Customer - deliver the Goods to the nearest safe place at the delivery address or perform only the part of the service that can be safely carried out.

    3. The reason for refusal or partial refusal should be noted in the Delivery and Acceptance Protocol.

    4. Refusal or partial refusal due to safety reasons does not deprive the Customer of the right to complain if they consider the refusal unfounded.

    5. Pillovely is not responsible for damages incurred at the express risk of the customer.

    § 8. Prices, Payment, Cancellation, Rescheduling and Withdrawal

     

    1. The prices of services indicated in § 3 are gross prices and include VAT, if due.

    2. The fee for the selected service is displayed before placing the order and is payable with the order.

    3. The Customer may change the service date once free of charge, if such a need is reported no later than 3 business days before the service date, after receiving confirmation of this change.

    4. Each subsequent change of date and a change reported later than indicated in section 3 may require an additional payment and may result in the non-refundability of the service costs. Pillovely informs the Customer about the amount of the additional payment before confirming the new date; the additional payment cannot exceed the current price of the given service for the relevant category of Goods, unless the goods have to be stored for more than 7 days due to the customer's fault.

    5. If the Customer withdraws from the sales contract or cancels the service before the delivery date is set, Pillovely refunds the entire amount paid for the additional service.

    6. If the Customer chose a paid delivery option other than the cheapest standard delivery offered by Pillovely, then after withdrawing from the sales contract for the Goods after the service has been performed, Pillovely is not obliged to refund the cost of the more expensive delivery option beyond the cost of the cheapest standard delivery, which in this model is "Courier Delivery without Carry-in" at a FREE price.

    8. If the Customer withdraws from the contract after the start of assembly or another paid activity, but before its full completion, the Customer will pay for the entire service.

    9. After full completion of assembly or another paid service performed with the express consent of the Customer, the right to withdraw from this fully performed service does not apply.

    10. Refunds of due payments resulting from withdrawal, unperformed part of the service, or recognized complaint are made immediately, no later than 14 days from the date the obligation to refund arises, by bank transfer to the account number provided by the customer.

    § 9. Complaints

     

    1. The Customer may submit complaints electronically to hello@pillovely.com or in writing to Pillovely's registered office address after filling out the form on the website.

    2. The complaint should contain at least: the order number, the Customer's contact details, a description of the event, and the desired resolution of the matter. Photos, protocols, proof of purchase, or other materials are helpful, but their absence alone does not result in the rejection of the complaint.

    3. Pillovely handles complaints through three channels:

       a) transport damage - damage, shortage, or infringement of the Goods during delivery;

       b) improper performance of the service - reservations regarding carry-in, assembly, completeness of services, or damage caused to property during the performance of the service;

       c) non-conformity of the Goods with the contract - defect, incompleteness, or improper assembly, if Pillovely is responsible for it.

    4. In the event of transport damage visible upon receipt, the Customer should report reservations immediately and ensure they are noted in the Delivery and Acceptance Protocol. However, the absence of a protocol does not deprive the Customer of rights if circumstances allow for determining that the damage occurred during delivery.

    5. In the event of hidden damage, the Customer should report it immediately after discovery, preferably no later than 7 days from the date of receipt of the Goods, and - if possible - keep the packaging until the matter is clarified.

    6. In the event of improper performance of the service, the Customer may demand, in particular, repeated performance of that part of the service or a refund of the appropriate part of the price.

    7. In the event of non-conformity of the Goods with the contract, the rights resulting from generally applicable consumer law provisions apply. If the non-conformity results from assembly performed by Pillovely or by an entity acting on its behalf, Pillovely is also responsible for this assembly.

    8. A response to the complaint is provided by email or letter no later than 14 days from the date of its receipt. Failure to respond within this period means acceptance of the Customer's request to the extent resulting from legal provisions.

    9. If the report is submitted via an incorrect channel, Pillovely does not reject it, but informs the customer about the correct channel.

    § 10. Liability and subcontractors

     

    1. Pillovely may use the help of subcontractors and carriers in the performance of services covered by these Regulations.

    2. Pillovely is liable to the Consumer under the principles resulting from generally applicable legal provisions and does not introduce in these Regulations a general limit of liability for damages caused during the performance of the service.

    3. Pillovely is not responsible for non-performance or improper performance of the service to the extent that it results from:

       a) the Customer providing untrue or incomplete data;

       b) lack of access, required consents, or technical conditions on the Customer's part;

       c) requesting work excluded from the scope of the service;

       d) random events beyond Pillovely's control.

    4. The risk of accidental loss or damage to the Goods passes to the Consumer upon delivery of the Goods or signing of the assembly protocol, under the principles resulting from generally applicable legal provisions.

    § 11. Contact and out-of-court dispute resolution

     

    1. In all matters concerning services covered by these Regulations, the Customer may contact Pillovely:

       a) e-mail: hello@pillovely.com,

       b) phone: +48 733 701 733,

       c) correspondence address: Kościelna 17A, 34-123 Chocznia.

    2. After the complaint procedure is completed, the Customer may use out-of-court methods of dispute resolution, in particular with the help of the relevant Voivodeship Inspectorate of Trade Inspection or a municipal or district consumer ombudsman.

    3. Pillovely provides information about available out-of-court dispute resolution methods in response to a complaint and about the right to appeal against a negative decision.

    § 12. Personal data and privacy

     

    1. The administrator of personal data processed in connection with the provision of services covered by these Regulations is Pillovely.

    2. The Customer's personal data is processed to the extent necessary for the performance of the contract, organization of delivery, handling of complaints, settlements, and contact with the Customer.

    3. Detailed information on the processing of personal data, including information required by Article 13 of the GDPR, can be found in Pillovely's current Privacy Policy available on the store's website.

    4. Data may be transferred to entities performing delivery, assembly, payment, or system support only to the extent necessary for the performance of the service.

    § 13. Final Provisions

     

    1. In matters not regulated by these Regulations, the provisions of Polish law shall apply, in particular the Civil Code, the Act on Consumer Rights, and the Transport Law.

    2. Any disputes between the Customer and Pillovely shall be resolved amicably, and in the event of no agreement - by the competent court according to legal provisions.

3. Pillovely may amend the Regulations only for valid reasons, in particular due to changes in law, changes in logistics processes, expansion of the offer, or correction of obvious errors. The changes do not affect acquired rights, and orders placed before the changes come into effect are subject to the version of the Regulations applicable at the time of placing the order.

4. The Regulations come into force on the date indicated in their header.