FAQ
Below are some of the most frequently asked questions
How does the ordering process work?
Add your desired products to the cart in the quantity you choose and confirm the order. You will receive an order confirmation email containing payment instructions. Once the payment is visible in our account, we will pack your order and hand it over to the delivery service. The payment deadline is 3 days from the order confirmation. If payment is not received within 3 days, your order will be canceled.
How can I pay?
You can pay exclusively by bank transfer (payment slip, wire transfer, or internet banking) to the account specified in the order confirmation email sent to the email address you provided when ordering. Card payments and cash on delivery are currently not available.
When will my payment be visible?
If you pay your order by 1:00 PM on a business day (Mon-Fri), the payment will be visible the next business day, and your order will be handed over to the delivery service on that day. Payments made after 1:00 PM on a business day will be visible within 2 business days, and your order will be prepared and dispatched only then.
To which countries do you deliver?
For deliveries outside the EU, please contact us with a specific inquiry including product details, quantity, country, and delivery address at info@vinafurjan.hr.
What is the delivery cost?
The delivery cost is €5.00 for shipments within Croatia and €30.00 for shipments to other EU member states.
Who performs the delivery?
Deliveries within Croatia are handled by DPD. Deliveries to other EU countries are carried out by available courier companies (Croatian Post, GLS, DPD, DHL). For all orders shipped you will receive a tracking number, while orders delivered within Croatia do not include tracking.
What is the delivery time?
Delivery within Croatia usually takes up to 3 business days for most locations, except islands and remote areas where delivery takes 5 to 7 business days. Delivery times to other EU countries vary by destination but generally take 5 to 10 business days.
How to properly receive the shipment?
Our products are packaged in glass bottles that require careful handling. While we ensure maximum protection during packing, we cannot control handling after handing over to the delivery service. To fully protect your rights and ensure easy claims and fast replacement delivery, YOU MUST open and inspect the shipment UPON RECEIPT. If you notice any damage, do not accept the shipment and immediately notify us by email at info@vinafurjan.hr so we can promptly send you a replacement. There will be no additional cost to you.
What if I accepted a damaged shipment?
If you did not inspect the shipment upon receipt and accepted a package with damaged products, you must send us an email explaining what was damaged and how, along with clear photos showing the damaged product inside the package. We may also request you to return the damaged product. If the claim is accepted, we will refund the order amount minus the delivery cost. If you cannot provide the requested evidence, the claim cannot be accepted.
Can I cancel my order?
You can cancel your order yourself if you registered as a customer at https://shop.vinafurjan.hr/en/moj-racun/ or by sending an email to prodaja@dalmatino.com or calling 01 3096 707, providing your order number. You do not need to state a reason. If you cancel after the order has already been handed to the delivery service, simply notify us by email or phone and refuse the delivery. Once the shipment is returned to us, we will refund your payment minus the delivery cost to the account used for payment.
