Delivery issues

Did your parcel arrive damaged, did you receive the wrong product, or is something missing? We apologise for the inconvenience. Let us know – we deal with the carrier ourselves, whichever carrier delivered your parcel.

Report the problem as soon as possible – transport damage within 5 days of delivery at the latest.
Complaint form

Damage during delivery

On delivery

• Check the packaging before you sign for the parcel.
• If the packaging is damaged but the product looks intact, you may accept the parcel – record the damage to the packaging together with the courier.
• If you suspect the product itself is damaged, do not accept the parcel and let us know immediately.

If you notice the damage at home

• Report it within 5 days of delivery at the latest.
• Send us photos of the parcel, the inner packaging, the damaged product and the carrier's label, together with a short description of the damage.
• Keep the original packaging – without it the carrier will not accept the claim.

Once we receive your report, we arrange collection of the damaged product and send you a new one or refund the purchase price.

Wrong product in the parcel

• Tell us your order number and what you received instead of the product you ordered (a photo of the product and label helps).
• Do not use the product and keep it in the packaging it arrived in.
• We arrange collection or return at our cost and send you the correct product or a refund.

Incomplete delivery

• First check your order confirmation and shipping emails – larger orders are sometimes sent in several parcels or with different carriers.
• If the missing product is not among the announced parcels, or part of a product is missing (e.g. an accessory or part of a set), tell us your order number and what is missing.
• We deliver the missing items at no extra cost or refund the corresponding amount.

Good to know

A damaged, wrong or incomplete product is also a lack of conformity. Even if you miss the deadline for reporting transport damage, you keep your rights under the legal guarantee. Reporting quickly simply means a faster solution.

Products you return by agreement with us can be sent to the following address or returned in person at our store:
Jana splet d.o.o., Kolodvorska cesta 16a, 1330 Kočevje, Slovenia.