Customer support

The buyer can pay the best for him:

  • credit and debit cards: MasterCard, Maestro, VISA, VISA Electron, Diners and American Express (via T-Com Pay Way System).
  • through Paypal
  • By direct payment, ie by direct bank transaction to the account of the compa

Notice of order confirmation will be sent to the buyer’s email address.

How do I pay if I have a promotional code?

The promotional code is entered in the purchase process in the input field, after which the basket calculation is reduced for the code-defined discount. Then make the payment by the selected method.

How do I pay by card?

Ordered products can be paid by credit and debit cards MasterCard, Maestro, VISA, VISA Electron, Diners and American Express via the T-Com Pay Way system.
Notice of order confirmation will be sent to your e-mail address.
Payments are made available to customers who purchase through the American Express Card and Diners Card.
It is possible to pay in 2-6 installments free of charge for American Express and 2-12 installments free of charge for Diners

Is it possible to pay a rate?

Payments are made available to customers who purchase through American Express or Diners Card:
it is possible to pay in 2-6 installments without interest for American Express
it is possible to pay 2-12 installments without interest for Diners

I have chosen to pay by credit or debit card and have received an email saying that the funds on the card are booked, but the transaction has not yet been completed. What does that mean?

Until it is found that the ordered product is actually available, the transaction will not be executed, ie nothing will be charged for the card you entered when purchasing. Only when the administrator determines that the product is available will authorize the transaction and the funds will be removed from your credit or debit card. In this way, we want to make sure we do not charge something that is currently unavailable in our web shop.

Conversion statement

All payments will be made in Croatian Kuna. The amount that will be charged for your credit card is obtained through the conversion of the euro price from the Croatian kuna to the current exchange rate of the Croatian National Bank.

When you charge your credit card, the same amount is converted to the local currency. The buyer according to the valid exchange rate list of the charity association. As a result of price conversion, there is a possibility of small difference in the amount compared to the original price displayed on our website.

We deliver the ordered goods to the buyer’s address through the hpekspres mail service within 10 working days from the moment of confirmation of the availability of ordered items for delivery within the Republic of Croatia. Package delivery time outside the borders of the Republic of Croatia may vary from 6 to 20 working days.

In case the delivered product is different from the one ordered and paid by the buyer, it is authorized and obliged to notify us of the wrong delivery and has the right to deliver the ordered product, which will be delivered within 8 days of receipt of the notice.

If this is not possible, the buyer is entitled to refund the amount of the paid product price and the delivery price and eventual reimbursement of the costs of returning the wrongly delivered product if BONBON KARLA d.o.o. is unable to organize its download.

Also, the buyer is obliged to return the incorrectly delivered product to our BONBON KARLA d.o.o. for services, VII. Bukovacki ogranak 10, 10 000 Zagreb

How much is the delivery amount? *

You can calculate the correct shipping cost on the Croatian Post page
https://www.posta.hr/hrvatska-posta-cjenik-online/262
https://www.posta.hr/UserDocsImages//posta/Dokumenti/Cjenici/2018/hpekspres-Cjenik-s-pdv-om-od%2001.01.2018-R1.pdf

* For orders within Europe, the cost of delivery is 15 euros, while the cost for all other countries outside Europe is 20 euros.

What if the package I received was damaged? Am I obligated to take it?

If you notice that the package is damaged, you are not required to download it, you can request a new shipment. We need to inform us at info@bonbonkarla.hr

What if I do not deliver the address when the deliveryman comes?

The submitter will provide you with the delivery address at which the package can be downloaded at the nearest Post Office of Croatia. You can find your nearest post office at this link: https://www.posta.hr/pretrazivanje-postanskih-ureda/263

If you do not receive the package within 8 days, you must contact us at info@bonbonkarla.hr so ​​that we can track the shipment faster.

After how much time can I expect the ordered product to be delivered?

The product will be delivered within a maximum of 8 working days after receiving an email notification stating that the package was sent.

All buyers have the right to change the goods, but the items are sent at their expense. Replacement of the goods is possible within 14 days of receipt of the shipment.
Replacement is required by buyer via e-mail with content REPLACE: NUMBER OF ORDER within 14 business days of receiving the shipment at info@bonbonkarla.hr.
In the e-mail, the buyer should explain whether the product should be changed for the same product of another size or color, or for another product from our offer. The product then returns to our address within 2 business days of the approved application. When we find that the returned product is damaged and in the original packaging, we will make a replacement. If the goods are not in the proper condition (nonsense and undamaged), the buyer will have to pay a postage in the amount of 35.00 for orders within the Republic of Croatia or 15.00-20.00 for orders outside the border of the Republic of Croatia, sent to your home address. If the buyer changes the item for a higher value, he will first need to pay the difference amount to our account. You have to pay the direct costs of replacing the goods yourself.

Do all customers have the right to a replacement?

The right to replace the products have all customers on all items. You must request a replacement within 14 working days of receipt of the package.

Can the product purchased at BONBON KARLA web shop be replaced by another?

Can. Replacement is required by buyer via e-mail with content REPLACE: NUMBER OF ORDER within 14 business days of receiving the shipment at info@bonbonkarla.hr. In the e-mail, the buyer should explain whether the product should be changed for the same product of another size or color, or for another product from our offer.

Can the product purchased at BONBON KARLA web shop be replaced for more expensive?

It can! You need to contact us at info@bonbonkarla.hr for instructions on how to make a payment between the two amounts.

What time is it necessary to request product replacement?

Product replacement must be requested within 14 days.

You received the purchased product, but do you notice that it was damaged? Contact us!

If the buyer is not satisfied with the goods purchased at the BONBON KARLA web shop, he has the right to claim within the statutory deadline. Send us an e-mail with a note ADVERTISING BY ORDER (Br. Narcissus) at info@bonbonkarla.hr.

In case of complaint, the buyer is obliged to return the product within the agreed deadline. The complaint will be considered valid if the product review is found to comply with the terms of the complaint in accordance with the Mandatory Obligations Act and the Consumer Protection Act. In that case, we will replace the product within 15 days of receiving a valid complaint or return the entire amount paid.

If, however, we find that the complaint is not valid, ie if the complaint is rejected, the buyer must pay a postage in the amount of 35.00 for orders within the Republic of Croatia or 10.00-15.00 for orders outside the Republic of Croatia to the goods were again sent to their home address.

In which period can I make a complaint to the ordered product?

You are obliged to lodge a claim within the statutory period of 15 days.

If I notice that the product I bought was damaged, can I restore it?

Of course! If you are not satisfied with the goods purchased at BONBON KARLA web shop, you have the right to claim within 15 days. You can send an objection to e-mail info@bonbonkarla.hr with an ADVERTISING ADVERTISING ADDRESS (Br.narudžbe) at info@bonbonkarla.hr

In case of complaint, the buyer is obliged to return the product within the agreed deadline. The complaint will be considered valid if the product review is found to comply with the terms of the complaint in accordance with the Mandatory Obligations Act and the Consumer Protection Act. In that case, we will replace the product within 15 days of receiving a valid complaint or return the entire amount paid.

According to EU rules, a trader has to repair or replace a commodity, lower its price, or return it if the goods you purchase are incorrect, does not look or function as shown in the ad. If you purchased goods or services online or offline (by phone, postal order or merchant), you have the right to cancel and return that order within 14 days for any reason and without any reason. This period of 14 days is also referred to as “Thinking Period”.
All products displayed on the web shop bonbonkarla.hr are unique products made by order. For this reason, the aforementioned “Thinking Period” does not apply to the purchase at the www.bonbonkarla.hr webshop

LEGAL REFERENCE:
https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/ index_hr.htm