Purchase
1. How to complete an order?

 

Order submission process

 

  • as a registered user


When you find the product you want, click "ADD TO CART".
When you add the product to the cart, a confirmation text will appear on the screen that the item has been successfully added to the cart. Also, in the confirmation text, a "view basket" link appears. By clicking on the latter, you can look into the basket and check the added items.

You can also view the contents of your basket by clicking on the button in the upper right corner of the screen, which also shows the number and total value of the items. After you have added the desired items, continue placing the order by opening the basket. You can add a gift voucher code or a discount code in it, which we publish from time to time on social networks or on the website. After checking the added items, click "Complete purchase" to continue the order. After that, the "Customer information" form and the delivery form will open. If the buyer's data is the same as the delivery address, tick the box provided. If you need a company invoice, tick that too. If you want to add a message, add it in the "Message" box.

After entering this information, click "Next step".

A window will open with your shipping and payment information. You must choose the delivery service DHL (Pošta Slovenije only delivers within Slovenia).

Click on the "continue" button to open the payment method window. Currently, we only allow you to pay by advance invoice. To continue, you must confirm that you agree to the Terms and Conditions listed here. After confirmation, a window will open with the summary of the order and the final amount to be paid. Please check the items added to the list and the final order value. At this stage, you can still edit the entire order yourself. When you are sure that the items you want are on the list, you can click "Confirm order". You will receive a confirmation message with a summary of the order to your email address.

If after confirming the order you change your mind, please contact us at [email protected] and we will be happy to help you.

 

  • as an unregistered user or guest


The process is the same as for registered users, except that you select the option to buy as a guest during the purchase process. At this point, you can also register and become a registered user.

If, after confirming the order, you change your mind, please contact us at [email protected] and we will be happy to help you.

 

2. How to cancel an order?

You can cancel the order by calling the company's headquarters at phone number +386 (0)1 620 77 25 or by sending an e-mail to [email protected]. In both cases, it is necessary to indicate the number of the order you want to cancel.

If you cancel the order via e-mail, state the following:

  • name and surname
  • address
  • telephone number
  • order number
  • item and number of pieces you want to cancel
3. Can I make a purchase as a legal entity?

You can submit an order as a legal entity. If you place an order via the website, you must select the "Company Details" option when filling out the information, enter your company name and VAT ID and mark that you want a company invoice.

If you place an order by phone, you must state that you wish to place the order as a legal entity and provide the above information.

Delivery
1. Delivery

 

Delivery options:

 

  • Delivery via Pošta Slovenije
  • Delivery via the DHL delivery service
  • Personal collection at the location of Teksel d.o.o., Tržaška cesta 132, 1000 Ljubljana. In the case of personal collection, it is necessary to call +386 (0)1 620 77 25 and check the working hours.

 

General conditions for the delivery of goods

  • Delivery of goods ordered in the online store is possible both on the territory of the Republic of Slovenia and abroad.
  • Delivery abroad is possible by prior arrangement.


Delivery time

  • As long as the product is in stock, orders received by noon are generally processed and shipped the same day. The same applies to personal collection. In this case, you can receive the goods within 24 hours. This applies to working days.
  • We do not ship goods on Saturdays, Sundays and holidays. In this case, the order is processed, shipped or prepared for collection on the first following business day.
  • It also applies to the delivery of goods after a paid proforma invoice. The goods are shipped on the same working day if your purchase payment is cleared on our business account by 12 noon, otherwise on the first following working day.
  • The goods are sent via DHL delivery service, where the delivery time for most shipments takes one day, but due to various reasons, which unfortunately we cannot influence (road conditions, accidents, breakdowns...) only this extend. For delivery abroad, the delivery time is extended.
  • In the event that the product is no longer in stock at the time of ordering, we will notify you via the e-mail you provided when registering. At the same time, it must be taken into account that the delivery deadline is extended in accordance with the delivery deadline of the goods by the manufacturer or supplier.
  • We reserve the right to exceptionally withdraw from the execution of the order in cases where the ordered products are out of stock at the suppliers, if we determine an increased payment risk of the buyer, or if we determine that the order was not forwarded in accordance with the general conditions.
  • If there are any ambiguities related to your order, we will notify you immediately by e-mail or phone and try to find the most favorable solution for both parties.
  • The goods will be delivered to you by a DHL employee. If you are not at home at that time, the delivery person will leave you a notification about the shipment, and you will have to pick it up at the pick-up point of the DHL service.
2. What are the shipping costs?

Shipping costs vary depending on the weight and size of the items ordered. For heavier and larger shipments, the cost depends on these two parameters.

 

Posta Slovenije will also charge you the cost of the deposit or the cost of the transfer according to the valid price list that applies to internal transport in the territory of Slovenia, when paying for the shipment after collection, namely:

  • for the ransom amount up to 98 €, a commission of 1,05 € is charged,
  • for amounts from 98 € to 501€ 1,07% of the value is charged,
  • for an amount over 501 €, it charges 5,36 €.

This cost is not included in the order value.

3. Is the shipping cost included in the order total?

The cost of delivery is included in the total amount of the order.

Complaints
1. What to do if the purchased product is damaged?

Before shipment, all products are inspected and carefully packed to ensure that the products are shipped undamaged.

The buyer must immediately inspect the received goods and immediately notify if the received goods are not flawless.

 

Claims for physically damaged products:

From the moment when the shipment with the ordered products is handed over to the contracted delivery partner (DHL, In Time), we are not responsible for cases where physical damage, destruction or loss of the shipment occurs, nor if the contents of the shipment are missing or if shipment shows signs of opening. In the above cases, the buyer must initiate a complaint procedure with the DHL or In Time delivery service. In the event of a damaged shipment being received, he does so by bringing the shipment to the nearest DHL or In Time location in the same condition as he received it, without adding or removing anything, and filling out a complaint record. Together with the contractual partner, we will ensure that the complaint is resolved in the shortest possible time.

2. What to do if the delivered and ordered quantity do not match?

In this case, on the basis of the written report, we will send you the missing product at a later date, and we will check the veracity of the given statement even earlier, so that there is no misuse. If the package with the added missing item is of the same weight as the shipped package, the complaint may be rejected. This verification is made possible by the Post Book of the list of sent shipments or the list by the delivery services DHL or In Time.

3. What to do if the goods received are incorrect?

Goods received must be inspected immediately. If the wrong goods are in the package sent, we will endeavor to exchange the product for the customer as soon as possible based on the appropriate notification.
Upon receipt of the correct item, it is the buyer's duty to return the wrongly received item via a postal employee or personally to our address. If the buyer does not do this, the latter reserves the right to charge him for the unreturned goods.

We will try to resolve any complaint in favor of the buyer, unless it is established that the unusability of the item is the result of the buyer's improper handling and the goods were not returned in the original packaging.

4. What should I do if I don't like the product I ordered?

If you have changed your mind and want to return the product, you can do so within 14 days of receiving the shipment. The returned product must be without visible signs of use and with all the attached documentation. The goods must not be damaged or used. The purpose of the return period is to give you time to physically inspect the goods you have received, as you would otherwise have the right to inspect in store. If the returned goods are damaged upon return and have visible signs of use, the merchant has the right to refuse the return.

The merchant is obliged to refund the amount of the purchase price, together with the delivery costs, which you paid when purchasing the goods (except when you requested super-standard delivery) within 14 days of receiving your withdrawal from the contract. As a rule, the cost of returning the goods is borne by the buyer, unless otherwise agreed with the seller.

5. Do I have to pay postage if I want to return the product?

Yes, you are responsible for the cost of returning the product, unless you have received a damaged or incorrect product.

Registration
1. How do I create a user account?

A user account is available to all registered and logged-in users. You can log in to the account by clicking on the My Account icon located in the upper right corner.

2. What advantages does it bring?

Registration allows you to monitor all orders, their status and history. You also have all the data you entered when creating the user account saved.

Didn't find the answer you wanted?

If you still haven't found the answer you were looking for and you want more detailed information, contact us at e-mail [email protected] or call +386 (0)1 620 77 25.

Help and information

Working time Mon - Fri: from 8.00 until 16.00
Write to us... [email protected]
…or call +386 (0)1 620 77 25