INTERNATIONAL DELIVERY OPTIONS AND COSTS
Table of contents
1. Delivery via postal service to the customer's address
2. Delivery costs and free delivery
3. Duration of delivery
4. Basic FAQ about delivery
5. International store - Herbana.com
1. DELIVERY VIA POSTAL SERVICE OR COURIER TO THE CUSTOMER'S ADDRESS
We ship via the national postal service of Slovenia (Pošta Slovenije). Slovenia is located in the middle of the EU, so we have optimized shipping to all EU countries. We also ship to other countries outside the EU (see list below). Packages are shipped using priority ground mail (EU countries) or priority airmail (if needed). High-quality and protected envelopes or boxes are used to avoid damage to the goods during transportation. Delivery costs are organized in different shipping zones. The delivery cost in each zone is based on the total amount of the order. The conditions for free delivery are set separately for each zone.
We usually ship orders within two working days of receiving payment (during working days). In some cases, the shipment of goods may take longer for various reasons, such as disruptions in the logistics network, delays in the preparation of products during the holiday season, or other unforeseen events. Customers receive real-time emails informing them about the current status of the order. This way, customers always know exactly when the payment has been received and when the package will be shipped.
In some cases, we might also use global logistics services instead of the national postal services of Slovenia. In this case, customers receive the package from one of the globally recognized express delivery service providers (DPD, GLS, FedEx,...) together with a tracking number for the order.
2. DELIVERY COSTS AND FREE DELIVERY
* A pickup in-store option might be available for selected countries. Please refer to the FAQ below for more details.
* Pickup in-store option might be available for selected countries. Please refer to the FAQ below for more details.
Countries: Belarus, Iceland, Moldova, Norway, Switzerland, Turkey, Ukraine, and all other European countries not on the list above
Is your country not on the list? - Please visit our international shop Herbana.com. Our Slovenian shop (the one you are browsing now) has only limited shipping countries available. We ship worldwide from our international shop and it is also in English language. See more details below under Chapter 5.
3. DURATION OF DELIVERY
It usually takes from 3 to 14 working days (excluding weekends and holidays) for the package to arrive anywhere in Europe. Delivery in the rest of the world can take from 10 to 30 days depending on the location of the customer, given there are no unforeseen delays. Our company is closed on weekends and on Slovenian public holidays. Any orders placed on these days will be processed on the following working day!
4. BASIC FAQ ABOUT DELIVERY
Where is my package? It has disappeared. What can I do?
For more information about the location of your package, please use the tracking information. However, on occasion, this information may be unavailable. If the package has not arrived at your address in a reasonable time or it has not been dropped off at a neighbor's? In this case please contact us and we will check the whereabouts of your package and, where appropriate, issue a tracking order. We will notify you if another shipment is necessary.
What if you were unavailable or not at home at the time of delivery to receive your package?
In this case, there are several possibilities: either the courier will make another delivery attempt, or you will receive a notification that your package has been placed at the nearest post office/ package depot. Sometimes delivery company tries to call the customer before the delivery attempt. Although we do not require always you to enter your phone number during registration to our online store, it is wise to do this. We provide this phone number to delivery or postal services that might contact you at the time of delivery.
What to do if you receive a damaged or broken package?
We ship your package in quality and protected envelopes or boxes to avoid damage to goods during transportation. The packages are also filled with protective corn chips or plastic bubbles to avoid any damage that may occur during transportation. Unfortunately, during transport certain incidents may happen, so the package might get damaged. In such cases, we ask you not to accept the obviously damaged parcel or only with reservation. By accepting and signing for the withdrawal of a package obviously tampered with, the customer assumes full responsibility for the content. In the event of an accepted package, please send immediately an email to our customer service attaching a photo of the package and the damaged products. Our customer support will evaluate the conditions and respond to you in a timely manner about solutions. In some cases, we send the package again, in others we issue a full or partial refund by voucher for your next purchase. We always take care of any problems that may occur to the benefit of our customers.
Do you also offer a pickup in-store option?
We offer pickup in-store option for a limited number of countries. These are mostly neighboring countries of Slovenia. If you are eligible for this option, the selection will be displayed in the delivery options on the checkout page. You can pick up the packages in person at our partner store in Ljubljana (Šiška district) for free. If you choose this option, you will only have the option to pay in advance by invoice and pay by credit card or PayPal. It is not possible to pay for the package upon pickup. The store that stores your packages until pickup is a partner store and cannot issue invoices on our behalf. When the package is ready for pickup, you will receive a notification by e-mail, which will include the exact address of the store, opening hours, and contact details.
5. INTERNATIONAL SHOP - HERBANA.COM
We also operate an international website version of Herbana.si online shop - Herbana.com. We ship worldwide from our international shop. However, there might be some differences in the listing of the products, including limitations in our international shop due to the regulatory restrictions of some countries. Nevertheless, we encourage you to visit our international shop if you find there what you want. The international store is in the English language. Both Slovenian and International websites have support available in the English language.
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