Store Policy
Customer Care
At Lacuna Jewelry, every piece and every customer matter deeply to us. We believe that care doesn’t stop once your order ships; it continues in every question, concern, and story you share. If you ever need help with your order, jewelry care, or just want to tell us how your Lacuna feels when you wear it, we’d love to hear from you.
Reach us anytime at info@lacunajewelry.hr, and we’ll get back to you as soon as possible.
Because just like our jewelry, our customer care is made with thought, attention, and heart - from us, to you.
Privacy Policy
Effective Date: 6.11.2025.
At Lacuna Jewelry, we value your privacy and handle your personal data responsibly and transparently, in compliance with the EU General Data Protection Regulation (GDPR).
1. Who We Are
Lacuna Jewelry is a brand operated by:
Atmo design studio d.o.o.
Slemenska cesta 93, Zagreb, Croatia
Email: info@lacunajewelry.hr
We are the data controller for your information.
2. What Data We Collect
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Identity & Contact Data: name, address, phone, email
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Order Data: purchased items, order history
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Payment Data: processed securely via Stripe (we never see full card numbers)
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Website Data: IP address, browser type, cookies, usage analytics
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Marketing Data: newsletter subscriptions and preferences
3. How We Use Your Data
We use your data to:
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Process and deliver orders
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Provide customer support
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Manage secure payments
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Send transactional updates (order/shipping confirmation)
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Send newsletters and marketing (only with your consent)
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Improve our website experience
4. Sharing Your Data
We share necessary data only with:
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Stripe (payment processing)
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Wix (hosting, analytics, newsletter management)
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Hrvatska pošta (shipping)
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Legal authorities (when required by law)
5. Cookies & Analytics
We use cookies to enable site functionality, analytics, and (if you consent) marketing through Google Analytics and Meta Pixel.
You can manage cookies through your browser settings or our cookie banner.
6. Data Retention
Order and invoice records are stored for 10 years (legal requirement).
Newsletter and marketing data are stored until you withdraw consent.
7. Your Rights
You have the right to access, correct, or delete your data, restrict processing, withdraw consent, and request data portability.
To exercise your rights, contact info@lacunajewelry.hr.
8. Security
All personal data is transmitted over secure, encrypted connections.
Stripe and Wix maintain high security and compliance standards to protect your data.
9. Children’s Privacy
Our webshop is not intended for users under 16 years old.
10. Contact
For privacy-related inquiries, please contact: info@lacunajewelry.hr.
You may also file a complaint with AZOP (Croatian Data Protection Agency).
Terms of Use
Effective Date: 6.11.2025.
Welcome to Lacuna Jewelry, a brand by Atmo design studio d.o.o.
By accessing or using our webshop, you agree to these Terms of Use.
Company Information
Atmo design studio d.o.o.
Slemenska cesta 93
Zagreb, Croatia
Email: info@lacunajewelry.hr
1. Eligibility
You must be at least 16 years old to make a purchase or use this website.
2. Products
Each Lacuna piece is individually designed and handcrafted using recycled plexiglass and sterling silver.
Because of the unique materials and handmade process, slight variations in color or form may occur — these are part of each piece’s story.
3. Orders & Availability
We reserve the right to limit quantities, update product information, or discontinue items at any time.
4. Intellectual Property
All designs, product images, and written content on this website are the exclusive property of Atmo design studio d.o.o. and protected by copyright laws.
No part may be copied, reproduced, or distributed without prior written consent.
5. Payment & Security
All payments are securely processed through Stripe. We do not store card details on our servers.
6. Limitation of Liability
We are not liable for delays, losses, or damages caused by postal services or external factors beyond our control.
7. Governing Law
These Terms are governed by the laws of Croatia. Any disputes shall be resolved under Croatian jurisdiction.
Shipping Policy
Effective Date: 6.11.2025.
At Lacuna Jewelry, every piece is handcrafted and prepared with care before it finds its way to you. We currently ship within Croatia only, using Hrvatska pošta (Croatian Post).
Processing Time
Each piece is prepared, packed, and shipped within 3–5 business days after your order is placed.
Shipping Options & Costs
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Standard delivery: Flat rate €5
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Express delivery: Available where offered by Hrvatska pošta
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Free shipping: Orders over €80 ship free
Shipping times depend on your chosen method, but most orders arrive within 2–5 business days after dispatch.
Tracking
Once your order ships, you’ll receive an email with your tracking number.
Delivery Areas
We currently ship only within Croatia.
Customs & Taxes
All prices include applicable Croatian taxes (PDV). No additional customs fees apply for domestic orders.
Delivery Issues
If your parcel arrives damaged or goes missing, please contact us at info@lacunajewelry.hr within 15 business days so we can assist you.
Return & Refund Policy
Effective Date: 6.11.2025.
Each Lacuna piece is unique — created from recycled plexiglass and sterling silver, assembled by hand, and meant to be one of a kind. For hygiene and sustainability reasons, we do not accept returns or exchanges for change of mind or worn jewelry.
Damaged or Faulty Items
We accept returns or refunds only for items that arrive damaged or defective.
To request a replacement or refund:
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Email info@lacunajewelry.hr within 15 business days of receiving your order.
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Include your order number and clear photos of the damaged item and packaging.
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Once reviewed, we’ll arrange a replacement (if possible) or a refund to your original payment method.
We may ask you to return the item for inspection, in which case we’ll provide a return shipping label.
Non-Returnable Items
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Items returned without prior approval
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Earrings that have been worn or removed from hygiene packaging
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Items damaged by misuse or care negligence
Secure Payment Policy
Effective Date: 6.11.2025.
We value your trust and make every effort to ensure safe, smooth transactions.
Payment Methods
Payments on lacunajewelry.hr are processed securely via Stripe and Wix Payments.
Accepted methods include:
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Major debit and credit cards (Visa, Mastercard, Maestro, American Express)
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Apple Pay and Google Pay (where supported)
Security
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All payment pages are protected with SSL encryption.
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Stripe is PCI DSS Level 1 certified, the highest security standard in the industry.
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We never store your payment details — all card data is securely processed by Stripe.
Fraud Protection
We use Stripe Radar and other verification systems to prevent fraudulent activity.
Suspicious orders may be automatically reviewed or canceled.
Refunds
Refunds for eligible damaged or faulty items will be processed through Stripe to your original payment method.
Cookie Policy
Effective Date: 6.11.2025.
This website uses cookies and similar technologies to ensure proper functionality, improve performance, and enhance your shopping experience.
1. Types of Cookies
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Essential cookies – required for site operation and checkout.
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Analytics cookies – help us understand how visitors use our site (Google Analytics, Wix Analytics).
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Marketing cookies – used with your consent to personalize ads (e.g., Meta Pixel).
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Functional cookies – remember your preferences and login details.
2. Managing Cookies
On your first visit, you can accept or reject non-essential cookies through our cookie consent banner.
You can also adjust preferences anytime via your browser settings.
3. Data Sharing
We may share limited cookie data with trusted third parties such as:
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Wix (site performance)
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Google Analytics (anonymous usage data)
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Meta (advertising, if consented)
4. Changes
We may update this Cookie Policy periodically. The latest version will always be available on this page.
5. Contact
For any cookie or privacy concerns, please contact: info@lacunajewelry.hr.