Frequently Asked Questions

ORDER

Where can I see my previous orders?

If you want to view previous orders, log in at www.evitas.si with your email address and password.

In the upper right corner, click on your name and then open the "Orders" page. In the mobile view, you can find your account at the bottom of the menu under the "EVITAS CATALOG" button.

What happens when I place an order?

After completing the order, we will send you an order confirmation to your email address, which includes the delivery address, order summary, and selected payment method along with your ordered products.

The delivery time in Slovenia for items in stock is usually 2-5 working days.

If the product is not in stock in our central warehouse, the delivery time for the entire order will be extended.

Availability information is displayed in the description of each item and under the item name in the cart.

If there is any delay, we will notify you via email.

Where can I check the status of my order?

You can check the status of your order if you have an active user account.

You can view your order details by clicking on "Login" or your name and then clicking the "Orders" tab.

On your phone, you can access your user account by clicking on the user icon.

Can I cancel the order if I change my mind about the purchase?

If you choose the cash on delivery payment method (upon delivery) and the product has not yet been shipped, you can easily cancel the order by notifying us as soon as possible via the contact form for order information and writing in the text field that you wish to cancel the order.

If the paid shipment has already been sent and you later refuse it, delivery costs will be incurred, which are your responsibility.

This means you pay the delivery cost. In this case, a credit note will be issued to you and a refund will be made minus the delivery amount.

Can I change the delivery address for an already placed order?

You can change the delivery address if your shipment has not yet been dispatched.

Notify us of the address change via the contact form for order information and write the new delivery address in the text field.

If the shipment has already been sent, you will have received a message from the delivery service by email and you must contact them to change the address.

Can I place an order using my smartphone or tablet?

You can easily place your order using a tablet or smartphone.

For this ordering method, simply visit our online store through the browser on your device.

The website display is optimized for small device screens.

What is the minimum purchase amount?

Purchase is not limited by a minimum order value.

What is the maximum purchase value?

The maximum amount may vary depending on the selected payment method.

The purchase is not limited by the maximum order value. Only the payment on delivery of the package is limited by the maximum amount!

I cannot complete the order. What can I do?

If you have trouble ordering, please let us know via the contact form and we will gladly help you and try to resolve the issue as soon as possible.

Can I get the original invoice for the company?

Of course! At the end of the order, you can specify the billing address and enter the company name in the first step. We will send the invoice to your email address once the order has been dispatched. We recommend that you also write in the order note that you want the invoice to be addressed to the company.

PAYMENT

I completed a purchase, why haven't I received a confirmation email?

Sometimes it happens that the confirmation email is in the spam folder!

If you can't find it, there is a possibility that an incorrect email address was entered during registration or order submission.

You can always contact us via the contact form.

What do SEPA, IBAN, and BIC mean?

SEPA is an abbreviation for Single Euro Payments Area: this is the name of the new unified regulation for national and European payments. The goal of SEPA is to ensure that payments in Europe are made as simply and efficiently as those within a single country.

IBAN (International Bank Account Number): the international bank account number is a unique identifier that allows banks to automatically process person-to-person payments.BIC (Business Identifier Code): the bank identification code is an international code used by banks for financial transactions. Each bank has its own BIC. This way, European and international payment orders automatically reach the correct bank and branch. BIC is also called SWIFT address or SWIFT code. BIC can contain 8 or 11 characters, depending on whether it provides branch information.

How can I pay for my order?

The following payment methods are available in the online store:

Cash on delivery: Cash on delivery payment in cash or by card upon receipt. Cash on delivery is only possible within the territory of the Republic of Slovenia and does not apply to international purchases (cash on delivery over 400 EUR is not possible).
Payment by proforma invoice: We send the proforma invoice by email with the order confirmation, the payment deadline for the proforma invoice is five (5) days. After the payment deadline expires, we no longer guarantee the reservation of the ordered products and the order is automatically canceled.
Payment by payment cards: Payment is made through the Braintree payment system, owned by PayPal. Card data is not recorded on the company's server, so your security is 100% guaranteed. Braintree ensures maximum transaction security. Credit card authorizations are performed in real time with immediate data verification at banks. Payment is possible with the following cards: Mastercard, Visa, American Express, Discover, Diners, JCB, and Maestro (if the payer's Maestro payment card allows it).
Payment with PayPal: Payment with PayPal or payment with credit cards through the PayPal online system allows secure payment with credit cards (Mastercard, Visa, Maestro, and American Express). The customer does not need to create their own PayPal user account to use credit cards. The PayPal payment system is considered one of the most secure payment systems in the world.
Installments with LeanPay (option for installment payments up to 24 installments).

Where can I find the security number (CVV) on the card?

The three-digit security code or CVV code can be found on the back of the credit card.

Why was the card payment declined?

The reasons why the credit card payment was not successfully completed can vary, including: incorrect data entry, insufficient funds on the card, invalid or blocked card, missing identification, or a technical error on our side.

You can also choose an alternative among the following payment methods – cash on delivery, PayPal, or payment by invoice.

For security reasons, the name and address of the payer must be the same as the cardholder.

When will my credit card be charged?

Authorization and the reservation of funds in the order amount on your card are done immediately upon placing the order.

Is it possible to pay in installments?

Of course, you can pay your order in installments through the Leanpay platform. In the online cart, simply split the purchase into up to 24 installments and postpone repayment to a more favorable time. No unnecessary paperwork.

How does LeanPay work?

In the online store, select Leanpay installment payment at checkout.
Split the purchase into up to 24 installments.
Enter your details and wait for the approval of the installment payment, which takes no more than 4 minutes.
Settle your obligations.

That simple. And don’t worry, you will be notified on time about each installment.

Basic conditions:

citizenship of the Republic of Slovenia,
permanent residence in the Republic of Slovenia,
age at approval from 18 to 73 years,
regular monthly income (except student work),
positive credit rating.

What do I need?

mobile phone,
tax number,
identity card,
personal bank account number,

debit or credit Mastercard or Visa card that allows online payments.

I chose payment by pro forma invoice, but I haven't received the invoice via email, what should I do?

In the confirmation email, you have all the necessary details for the transfer if you have chosen to pay by proforma invoice; use the order number as the reference, and the reference model should be SI00.

The delivery time is counted from the day the proforma invoice is paid.

I have paid according to the pro forma invoice. Do I need to send you a copy of the payment?

No, we can send it to you once we receive the payment in our bank account.

We check payments several times a day, the last time at 3:00 PM, after which the transactions in the electronic bank for that day are no longer updated.

Usually, payments are in our account within a few hours if you pay via e-banking or at the bank counter.

In the case of payment via mail, the payment may only arrive in our bank account the next day.

But will I receive a payment confirmation after my advance payment?

You will receive a notification at your email address that we have received your payment.

When and how will I receive the original invoice for the purchased products?

You will receive the invoice by email immediately after your order has been shipped.

How do I know that shopping and paying through your website is safe?

The Evitas online store uses appropriate technological and organizational measures to protect the transmission and storage of personal data and payments.

The provider uses an SSL certificate issued by an authorized organization for this purpose.

Credit card authorizations are performed in real time with immediate verification of data with banks.

Card data is not stored on the provider's server.

COUPONS AND GIFT CARDS

Do you offer gift/voucher cards?

In the online store, you can find gift vouchers worth 20 EUR and 50 EUR in the "Gifts - Gift Vouchers" category.

I received a gift card, how can I redeem it?

Select the goods you want to buy and add them to the cart.

In the Gift Cards field, enter the gift voucher code and confirm by clicking the "✓" button.

If you want to redeem multiple vouchers, simply repeat the process.

Once you enter all the codes, the value of the gift vouchers is automatically deducted from the order price.

The remaining amount to be paid stays. Then just place the online order.

What happens if the order amount is higher than the gift/value voucher I received?

That is not a problem at all. If the purchase amount is higher than the value of the gift voucher, you need to choose another payment method to pay the difference.

Can you pay me the credit from the gift/voucher?

Unfortunately, we cannot pay out the remaining credit on your gift voucher.

Of course, you can use this amount for your next purchase.

Is it possible to cash out the coupon?

Coupons cannot be redeemed for cash.

Where do I enter the voucher code?

Select the goods you want to buy and add them to the cart.

In the Gift Cards field, enter the gift voucher code and confirm by clicking the "✓" button.

When you enter the code, the discount amount is automatically deducted from the order price. The remaining amount to be paid stays.

The gift card code is a one-time code, which means you can use it only once.

The gift card code is not working, where could the mistake be?

If your code on the voucher does not work, it may be due to the following reasons:

An incorrect code has been entered
The coupon has already been used and is therefore invalid
The coupon cannot be redeemed on the products in the cart

If you have any questions about this, please contact us via the contact form - please also provide the coupon number in this case.

Can I redeem the coupon later on an existing order?

Unfortunately, due to system limitations, the coupon cannot be redeemed retroactively.

If you happen to forget to redeem the coupon, it remains valid and you can redeem it on your next purchase in our online store, or you can cancel the already placed order and place a new order.

Can I use multiple discount codes at the same time?

Combination of different types of benefits (discount code, promotional code) within the same order is not possible.

I would like to apply a coupon to a discounted product, why is the amount not deducted?

Codes, coupons, and discounts are mutually exclusive. If the product is already discounted, the discount code will not apply.

SHIPPING AND DELIVERY

What are the shipping costs?

The shipping cost with the delivery service GLS or Pošta Slovenije is 3.99 EUR (heavier items, such as furniture and baby strollers, have an additional delivery charge that is added to the delivery cost in the cart), when choosing cash on delivery payment an additional commission fee of 2.00 EUR is charged.

Delivery costs are charged and listed on the order and invoice for the issued goods and are paid together with the order amount.

When will I receive the ordered goods?

The delivery time in Slovenia for items in stock is usually 2-3 working days.

If the product is not in stock in our central warehouse, the delivery time for the entire order is extended.

Availability information is displayed in the description of each item and under the item name in the cart.

How can I track my order?

If you want to check the status of your order, you can do so through the shipment confirmation we sent to your email address, which included a tracking link.

When the GLS delivery service accepts your package, an SMS message containing a tracking link will be sent immediately to your phone number.

This way, you always know where your shipment currently is and how long it will take to reach you.

If you did not receive the email or SMS, please contact us via the order information contact form.

Have I been previously informed by phone about the delivery time?

Before delivery, you will receive an email and SMS that the courier has picked up the package and is on the way to you.

If anything goes wrong during delivery, the courier will call you to arrange pickup.

If you are not at home, the GLS courier will leave a message about the arrived shipment with contact details and information about which Parcel Shop (package store) your package is waiting at.

You can see all Parcel Shop locations and their opening hours here.

Which carrier will my package be sent with?

Our contractual partners for parcel delivery within Slovenia and abroad are GLS and Pošta Slovenije, but Evitas reserves the right to choose another delivery service if the order can be fulfilled more efficiently this way.

Can I choose a different delivery address than the payer's address?

You can happily order your package to an address different from your billing address, for example to your workplace or a friend's address.

At the end of the purchase, under the "Delivery Address" tab, enter the desired address where you want your package delivered.

Personal pickup is also possible in Nova Gorica at Industrijska cesta 9, 5000 Nova Gorica - Kromberk (we are located under the Merkur building).

In which countries is delivery possible?

The list of countries and their corresponding delivery costs can be found at this link.

I still haven't received the package after a few days. Who should I contact?

If you do not receive the shipment within the expected delivery time stated for the items, and your package has been dispatched, first check where your package is based on the package tracking number sent to you by the delivery service.

If this information does not help you, please contact us via the order information contact form and we will check where your shipment is.

My shipment is missing a product that I ordered. Who should I contact?

Please send us the link to the missing product via the contact form for order information.

If it is found that the order was shipped incompletely, we will send the missing product as soon as possible, and we will cover the shipping costs.

I received a damaged item, what now?

Please send us as much information as possible about the damaged part (description, pictures, video) via the contact form for order information.

You can expect our response within 1-2 business days.

PERSONAL PICKUP

Do you also have a physical store?

Our store is located at:

Evitas Shop d. o. o.

Industrijska cesta 9

5000 Nova Gorica

(under the Merkur building in Kromberk)

Opening hours:

MON, TUE, THU, FRI

8:00 AM to 4:00 PM

WEDNESDAY

8:00 AM to 6:00 PM

Free parking in front of the store entrance.

Is personal pickup of the ordered goods possible?

You can pick up the goods in person at the address:

Evitas Shop d. o. o.

Industrijska cesta 9

5000 Nova Gorica

(under the Merkur building in Kromberk)
Opening hours:

MON, TUE, THU, FRI

8:00 to 16:00

WEDNESDAY

8:00 to 18:00

Free parking in front of the store entrance.

RETURNS AND COMPLAINTS

The products do not suit me, how can I return them?

You can easily arrange a return via the return contact form.

Returns are possible within 14 days of receiving the shipment if the product is packed in its original, undamaged packaging and shows no visible signs of use.

If the product has already been used or shows visible signs of use, or if the product was damaged after your receipt, we cannot refund the purchase price.

Return shipping costs are NOT covered by Evitas Shop d.o.o.

Can I exchange a returned product?

Direct exchange of the returned item is unfortunately not possible.

As soon as the item is with us and we have checked whether it meets the return conditions, a credit note will be issued to you and the product refund will be made in the manner chosen as the payment method.

Please return the products in the condition in which they were delivered. Damaged items cannot be returned.

You can make a return of items via the return contact form.

The delivery costs for returns are NOT covered by Evitas Shop d.o.o.

How long will it take to receive a credit note for the order return?

When your shipment returns to our warehouse and we check it, we will refund you the amount of the products within 14 days via the payment method chosen at the time of order or to the specified bank account if cash on delivery was selected.

How can I claim a material defect in the product?

We strive to offer the best products from reputable manufacturers, but if the purchased item does not work as it should, we can help you. You can claim a material defect if you believe that the item lacks the properties necessary for its normal use.

When is a defect material? When:

the item lacks the properties necessary for its normal use or for trade,
the item lacks the properties necessary for a special use for which the buyer purchases it, which was known or should have been known to the seller,
the item lacks the properties and features that were explicitly or implicitly agreed upon or prescribed,
the seller delivered an item that does not match the sample or model, unless the sample or model was shown only for informational purposes.

How is the suitability of the item checked?

It is checked against another flawless item of the same type, as well as statements from the manufacturer or indications on the item itself.

How do I claim a material defect?

Fill out the form to claim a material defect. In the form, describe in detail the defect or problem you have with the item; you can also attach photos.
Send the item by mail or via GLS Slovenia, or you can also deliver it to our address. We will forward the item to the claims department responsible for handling complaints. You will be informed about the further complaint procedure via email.
If you return the item by mail, first prepare it for transport. Properly protect the item before handing it over to the carrier. You must protect the item with the original packaging or packaging that can protect the item as well as the original packaging to avoid damage during transport. Do not forget to include the form with your details.
Send the items to the address: Evitas Shop d.o.o., Industrijska cesta 9, 5000 Nova Gorica

We advise you to send the item you are returning by registered mail, as this is the only way to track the item. Note: other methods of delivery at the company's expense are not possible.

If the material defect is approved, we will reimburse you for the shipping costs of sending the defective product to our address, in the amount of €3.90.

How can I claim a warranty or complaint for the product?

At Evitas, we will be happy to assist you with warranty claims or complaints.

Fill out the form for warranty/complaint claims. In the form, describe in detail the defect or problem you have with the item; you can also attach photos.
Send the item by mail or via GLS Slovenia, or you can also deliver it to our address. We will forward the item to the complaints department responsible for handling claims. You will be informed about the further complaint procedure via email.
If you are returning the item by mail, first prepare it for transport. Properly protect the item before handing it over to the carrier. You must protect the item with the original packaging or packaging that can protect the item equally as well as the original packaging to avoid damage during transport. Do not forget to include the form with your details.
Send items to the address: Evitas Shop d.o.o., Industrijska cesta 9, 5000 Nova Gorica

We advise you to send the item you are returning by registered mail, as this is the only way to have tracking for the item. Note: other methods of sending at the company's expense are not possible.

If the complaint is approved, we will reimburse you for the shipping costs of sending the claimed product to our address, in the amount of €3.90.

Before sending, we ask you to check once again whether you have followed the product maintenance instructions stated on the label. If improper handling of the product is evident, the complaint will not be accepted. Acceptance of an unapproved complaint is not a burden on the company.

To which address should I return the products?

You send the item to the headquarters of our company:

Evitas Shop d.o.o.

Industrijska cesta

5000 Nova Gorica

Do not forget to include the return form, which you fill out HERE.

But after receiving the return, will I get a confirmation that you have received the products?

Yes, after receiving the return we will send you a receipt confirmation to your email address.

OTHER

Kako se lahko prijavim na e-novice?

In the footer of the page, you will find a field to subscribe to the newsletter, which offers a 5% discount on a one-time purchase.

Immediately after subscribing, we will send you a message through which you confirm your subscription to the newsletter.

How can I unsubscribe from your newsletters?

V prejetem e-mailu najdeš gumb »Odjavi se«, ki omogoča odjavo od naših e-novic.

Where can I file a complaint?

You can submit your complaint to us via the contact form.

What can I do if I have technical issues with the site?

We strive to always provide you with a simple, fast, and easy shopping experience with our online store.

If a technical problem occurs, we would appreciate it if you let us know; this way we can resolve the issue as soon as possible.

The best way is to write us a short message, preferably with a screenshot, and send it to info@evitas.si.

Does the product photo match the actual appearance?

We strive to make product photos as realistic as possible.

Due to technical screen settings, there may be differences in the shades of the product color in the photo, which may slightly differ from the actual color.

I have an idea or comment, opinion about your online store. Who can I contact?

Write to us via the contact form and share your idea, comment, or opinion with us!

Your experience is very important to us. We want you to share it with us.

The question I am looking for is not on the list. Who can I turn to?

Write to us via the contact form and we will reply to you within 1-2 working days.

Language

DELIVERY

30 DAYS FOR RETURN

PAYMENT

WARRANTY

TRACKING