Frequently asked questions

How quickly can I expect my order to be delivered?

We pack your products as soon as we receive your order. Delivery is carried out by our contracted partner GLS Slovenija, usually on the next working day and within three working days at the latest.

How do I know how much delivery costs?

You can see the delivery cost in the order summary before you complete your purchase. For orders up to €80.00 it is €3.90 for delivery to your address and €3.40 for delivery to a GLS parcel locker; for orders over €80.00 delivery is free.

You can choose delivery to a GLS parcel locker at checkout. If you can’t collect the parcel from the courier in person, you can use the link in the text message and e-mail you receive from GLS to have it delivered to a GLS parcel locker instead.

Can products get damaged in transit?

Products are well protected in transit: they are wrapped in bubble wrap inside cardboard packaging, so they arrive undamaged. Even so, we recommend that you open the parcel straight away and check its contents. If you receive a damaged product, please call us or send us a message without delay.

I placed an order but haven’t received my products yet. Why?

If you haven’t received your products within two working days of placing and paying for your order, write to us at info@kozmetika-moja.si and we will sort out the problem together.

How can I pay for my order?

There are four ways to pay:

• by payment card: you enter your card details when placing the order and the payment is made immediately;
• with PayPal: you pay with your PayPal account;
• cash on delivery: you pay the GLS courier when you collect the parcel, or by card or with Flik at a GLS parcel locker (surcharge €1.50);
• by bank transfer (UPN QR): choose bank transfer when placing your order. The payment details and a UPN QR code to scan in your mobile banking app are shown on the order confirmation page and sent to you by e-mail. We dispatch the parcel once the payment shows in our account.

Can I buy products in my company’s name?

Yes. At checkout, tick the option to buy as a company next to your address and enter the company name and VAT number. Once you enter the VAT number, the company details are filled in automatically from the VAT register (VIES). The invoice will be enclosed in the parcel.

Do I need to register to buy?

You don’t need to register to place an order, but we highly recommend it, as it brings many benefits: an overview of all your past orders, a wishlist and loyalty points, which you can only collect with a customer account. If you sign up for our newsletter, we will let you know about special offers by e-mail.

I’m not used to shopping online. Can I place an order by e-mail or phone?

If you find ordering through the online shop difficult, just e-mail us the products you would like and we will place the order for you. If you add your phone number, we will call you to check that we have recorded your order the way you want it.