If your order was delivered by Gold Express
If the package was delivered to you by Gold Express and you find that the item or physical shipment is damaged, missing contents, or shows signs of being opened, you can file a claim for compensation. Damage must be reported within 7 calendar days from the date of receipt of the package to the e-mail address info@jjana.si or by phone at +386 70 700 802. When reporting the damage, we will also need photos of the package, (inner) packaging, damaged item, Gold express stickers and a description of the damage. You can also arrange with the clerk to pick up the damaged package at your address.
If the order was delivered to you by Pošta Slovenije
If, upon receiving the shipment, you noticed that the item or shipment is physically damaged, its contents are missing, or it shows signs of being opened, you can file a compensation procedure yourself with Pošta Slovenije. If you initiate the process yourself, you should do so by bringing the shipment (packaging + contents) to your parent Post Office, which delivered the item, no later than 30 days after receiving the shipment. At the Post Office, it is necessary to fill out a Record of Damaged Shipment, which you must also sign. After receiving all the necessary documentation, a claim for compensation is submitted to Pošta Slovenije.
If you want to start the process through us, please contact us at +386 70 700 802 or at the email address info@jjana.si, where you will agree with our clerk to pick up the damaged package at your address, where when the package is picked up by the postal employee, you will also fill out Record of damaged shipment. When reporting damage, we will also need photos of the package, (inner) packaging, damaged item, shipping label and a description of the damage.
The request is processed by a commission at Pošta Slovenije, and based on the answer or approval, the buyer is refunded the purchase price or a new item is ordered. We strive to resolve the compensation as soon as possible.
WARNING: TRANSPORT DAMAGE CANNOT BE CLAIMED WITHOUT THE ORIGINAL PACKAGING!
Frequently Asked Questions
Do I have to pick up an item that I suspect is damaged?
If the product has damaged packaging, but it does not appear that the product inside is damaged, then you can accept the order and inform the delivery person about the damage to the packaging. We suggest that you and the delivery person write a report together. If you suspect that the product is damaged, do not accept the order and contact us.
What do I need to start the procedure for a damaged shipment?
When reporting damage, we will need photos of the package, (inner) packaging, damaged product, a photo of the Gold Express/Pošta Slovenije postal label and a description of the damage, invoice or order number.
How soon do I have to notify the delivery person about a damaged shipment?
Gold express: within 7 calendar days from the date of receipt of the package to the e-mail address info@jjana.si or by phone to the number +386 70 700 802.
Pošta Slovenije: within 30 days of receiving the shipment at the nearest post office.
In case of problems, call us on +386 70 700 802 or write to us at info@jjana.si.