Purchase rules
1. Seller
ILZE Baltic, UAB, company code 304232419, VAT number LT100010137215, address: Turgaus a. 6-4, LT-77188 Šiauliai, Lithuania. E-mail: info@ilzebaltic.lv, phone: +370 609 38750.
2. General provisions
These terms set out the conditions for buying goods in the online store ilzebaltic.lv (the "shop"). By placing an order you confirm that you have read and accept them. We may change these terms, but your order is governed by the version in force when you placed it. The contract is concluded in the language you use on the site.
Orders may be placed by persons with full legal capacity (persons aged 14–18 with the consent of their parents or guardians) and by legal entities and their representatives. The consumer rights in sections 6–8 apply to individuals buying for purposes outside their trade or business.
3. Ordering and conclusion of the contract
You choose the goods, enter your name, e-mail, phone and delivery address (or parcel locker), choose delivery and payment and confirm the order. Before confirming you see the total price including VAT and delivery. The contract is concluded when we confirm the order by e-mail; the confirmation lists the goods, prices and a link to these terms.
If an item turns out to be out of stock or its price was shown with an obvious error, we will tell you and offer a replacement or cancellation; if you have already paid, we refund you within 14 days.
4. Prices and payment
Prices are in euros and include VAT. The delivery cost is shown before you confirm the order. You can pay via online banking or by card through the payment service Klix or in cash to the courier on delivery (where available for the order; company orders without VAT can only be paid online).
5. Delivery
We deliver throughout Latvia by DPD courier to your door or to a DPD parcel locker. Delivery costs €3.99; orders from €39 are delivered free of charge. The usual delivery time is 4–5 working days if the item is in stock; for made-to-order items we agree the time separately, but no longer than 30 days unless agreed otherwise. Carrying a large item upstairs is charged separately (€10–30 per mattress or piece of furniture) — please note it in the order comment. The risk of loss or damage passes to you when you receive the goods. Please check the parcel on delivery and tell the courier and us about any visible damage — this helps us solve the matter faster but does not limit your rights.
6. Right of withdrawal (14 days)
You can withdraw from the contract without giving any reason within 14 days from the day on which you (or a person you named, other than the carrier) received the goods; if the goods of one order arrive separately, from the day you received the last item.
How to withdraw. Before the period ends, inform us of your decision by a clear statement — an e-mail to info@ilzebaltic.lv or a letter. You may use the model form below, but you do not have to.
Returning the goods. Send or hand the goods back to us within 14 days after you told us about the withdrawal. You bear the direct cost of returning the goods: a DPD parcel collected from your home (longest side up to 175 cm, up to 31.5 kg) costs about €10–15. Large items that exceed these limits (e.g. an unpacked mattress or a bed) we can collect by freight transport on request — estimated at up to €60; we will tell you the exact cost before collection.
Refund. We refund all payments received from you, including the cost of standard delivery, within 14 days of receiving your withdrawal, using the same means of payment unless we agree otherwise. Extra costs of a more expensive delivery or carrying service you chose are not refunded. We may withhold the refund until we have received the goods or proof that you have sent them back.
Condition of the goods. You may inspect and try the goods as you would in a shop, including removing the protective film. The original packaging is not a condition of withdrawal. You are only liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Exceptions. The right of withdrawal does not apply to goods made to your individual measurements or specifications (e.g. a custom-size mattress made to order).
7. Quality and legal guarantee
We are liable for any lack of conformity (defect) that existed at delivery and becomes apparent within 2 years. Please tell us about a defect, preferably within 2 months of discovering it: send the order number, a description and photos to info@ilzebaltic.lv. You can ask for free repair or replacement and, if that is impossible or not done within a reasonable time, a price reduction or a refund. We bear the costs of returning and delivering defective goods. A manufacturer's warranty (e.g. for MLILY mattresses), where stated in the product description, applies in addition and does not limit your statutory rights.
8. Complaints and dispute resolution
Send complaints to info@ilzebaltic.lv or to the seller's address; we reply within 14 days. If we cannot reach an agreement, you can turn free of charge to the Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, PTAC, www.ptac.gov.lv), including its Consumer Dispute Resolution Committee, to the European Consumer Centre Latvia (ECC Latvia), which helps with disputes with traders from other EU countries, or to the Lithuanian State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba, www.vvtat.lt). You may also go to court, including the court where you live.
9. Applicable law
The contract is governed by the law of the Republic of Lithuania. If you are a consumer living in Latvia, this does not deprive you of the protection afforded to you by the mandatory provisions of the law of the Republic of Latvia.
10. Liability
Each party is liable for non-performance of the contract in accordance with the law. We are not liable for delays caused by force majeure or for damage resulting from incorrect data given by the buyer. These terms do not limit the seller's liability where the law does not allow such a limitation.
11. Personal data
How we process your data is described in the privacy policy.
12. Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: ILZE Baltic, UAB, Turgaus a. 6-4, LT-77188 Šiauliai, Lithuania, e-mail: info@ilzebaltic.lv
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): ____________________
Ordered on (*) / received on (*): __________
Order number: __________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): __________
Date: __________
(*) Delete as appropriate.
These terms apply from 25.09.2026.