RETURNS & DELIVERIES
Thank you for shopping with us! We want you to love our products as much as we do. Our policy is valid for a period of 14 calendar days from the date of the purchase. If you’re not happy with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging and do not open the product. The return of this product will be at your cost. You will need to see that it is delivered / couriered to us at Sretna Ovca d.o.o. Veloselska cesta 37, 51550 Mali Lošinj, Croatia
If the period of 14 days has lapsed since the purchase, we can’t, unfortunately, offer you a refund.
If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging or use the product at all. Please promptly contact us via email firstname.lastname@example.org to notify us thereof, so that we can resolve the mistake by arranging to collect the incorrect product and deliver the correct product to you as quickly as possible. The Return of this product will be for our cost.
Return procedure to be followed:
Should you need to return your product you will need to email us on email@example.com
We will require the following information to be included on the email:
- Your full name; and
- Your order number
- The reason for the return;
- If the product is defective or damaged you must include photographs of the defective/damaged product;
- Indicate whether you wish to have the product replaced or if you require a refund
Pack item(s) into box in its/their original packaging in order to protect the items you are returning.
Where the return is due to an error on your part (e.g. you have placed an incorrect order or you are not happy with your choice) you are responsible for the cost of the return please note the return address is:
Att: Sretna Ovca d.o.o.
Veloselska Cesta 37
51550 Mali Lošinj
Within 10 business days of the returned item having been cleared by Sretna Ovca d.o.o. (this includes that the product has been returned in its original undamaged packaging or in the case of damaged goods that the goods were indeed damaged), the money will be refunded to you, unless you have chosen specifically that a replacement is preferred.
Processing of refunds:
- All Refunds will be processed only once products purchased have been returned to us and subject to the terms of the Returns Policy.
- Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned.
- Refunds will be paid to the bank account used for the order.
In the unlikely event an item is defective or damaged we’re very sorry! Contact us right away by email on firstname.lastname@example.org and we’ll sort out a speedy exchange for you.
Please note that all our products are meticulously handmade by artisans one piece at a time and not mass, factory manufactured. Due to this process, there may be a slight variation from one item to the next. Such variations are inherent in the manufacturing of handmade products, so you may expect minor distinctions that will make your purchase special and truly one of a kind.
The images, descriptions and measurements you will find on our site have been used to best portray the products we sell. We must advise that although we try our upmost to remain completely honest, the information due to the nature of our products can not be 100% accurate.
We like to celebrate the unique nature of each and every single product we sell. as well as the desirability that goes with the knowledge that you are buying a hand crafted item. However if you do have any questions regarding this please feel free to get in touch with us via our contact form.
Sretna Ovca d.o.o. reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. Sretna Ovca d.o.o. will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.
We undertake that we have taken all reasonable precautions to secure the processing that is carried out to receive payment for goods sold.
Sretna Ovca d.o.o. cannot be held responsible for security breaches occurring on the third party payment platforms and the users electronic device (Personal Computer or other electronic device used to browse the Website), which may result due to the lack of adequate virus protection software or spyware that the User may inadvertently have installed on his/her device.
You are required to fill all details on the checkout page. Please provide accurate details so that we can make sure we get your product to you.
Should you have any special requests please make sure you include these when filling out the checkout page.
All strive to ship our products to you in 100% recyclable, plastic-free packaging. This means our parcels don’t like getting wet! We advise that you provide a waterproof place to leave your parcel.
For now, we can only ship to the following countries:
- Bosnia Hercegovina
- Czech Republic
- United Kingdom
All orders are processed within 2-4 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days.
Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.
- Free standard delivery on all orders throughout Croatia with DPD Courier service. [Delivery: 3-5 days]*
EU AND INTERNATIONAL DELIVERIES
- Shipping costs are calculated at check out depending on weight and destination.
- Free shipping on all orders above €200.
- All orders are sent with DPD courier service. Delivery times and costs vary.
- Delivery times vary according to destination and are indicated once you have selected your shipping preference.*
*For all deliveries please note that there may be delays to your order due to Covid-19 lockdowns.
We advise you to visit our partner DPD website for more information on any possible changes to the delivery services in your country.