Frequently Asked Questions
For further questions please email info@byaljahorvat.com
Shipping
Do you ship worldwide?
Yes, we ship worldwide.
Where do you ship from?
We ship from our office in Maribor, Slovenia (Europe).
How long does the shipping take and what are the shipping costs?
Orders will be dispatched after 1-2 weeks after your purchase, as most of our products are made to order. To make our collection as sustainable as possible, we try to avoid stocks. We ship orders either with DHL Express or GLS.
Slovenia: We ship to Slovenia with GLS. Allow up to 1-2 working days for parcel to reach you.
Europe: We ship to Europe with either GLS or DHL Express, it’s up to you which option you will choose at the checkout. Allow up to 2-7 working days for your order to arrive. Shipping costs for orders under 250 EUR are 6.5 - 9 EUR (GLS) and 15EUR (DHL Express). Order over 250 EUR will be shipped free of charge. (Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden)
Rest of the world: We ship to rest of the world with DHL Express, allow up to 6 business days for your order to arrive. Shipping costs are 17-20 EUR. We also ship with Pošta Slovenija to the rest of the world, shipping price depends on the country we’re shipping to and weight of the package (shipping will be automatically calculated at the checkout)
GLS: Parcels usually reach their destination (major European cities) within 24 to 48 hours. Delivery to more distant European countries usually takes between 3 and 5 days, in remote areas up to 7 days. GLS delivers Monday to Friday during normal business hours. Parcel tracking shows you the expected delivery date.
DHL Express: Is one of fastest international delivery services, providing a delivery time of 1-6 business days for most major destinations, including USA, Australia and Canada.
What if my order hasn’t arrived yet?
Email us at info@byaljahorvat.com and we’ll be happy to locate your order.
Returns
What is your return/exchange policy?
You have 14 days from the delivery date to inform us about your order cancellation and 7 days to bring your return to the post (it needs to be postmarked within these 7 days). If you decide to return the purchased products, send us an email to: info@byaljahorvat.com
IMPORTANT (returns outside EUROPEAN UNION): We are pleased to offer a convenient return option for orders originating from outside the European Union. Simply reach out to us at info@byaljahorvat.com, and our team will be happy to assist you in obtaining a return label from DHL Express. Please note that there is a return cost of 30EUR associated with this service.
Returns and exchanges only apply for unworn and unwashed merchandise.
Products must be unused with a tag still attached and in the original packaging.
We only offer refunds onto the original payment method used to make the order. Depending on the original payment it may take up to a few days to see the refund on your account.
The refund’s amount does not include customs fees from the vendor to the customer and from the customer to the vendor.
The refund policy is not applicable to personalized, used or washed items
Shipping fee back to us will be at your charge. Make sure to use tracking with your parcels to avoid losing them on the way back to our stock.
Do you refund shipping costs?
We do not refund shipping costs. However, if you received a damaged or incorrect product, we will, of course return the shipping costs and send you the correct product. Please note that duties and taxes on orders shipped outside EU can not be returned.
Ordering
I want to change/cancel my order, is that possible?
If your order has not been shipped yet, we can cancel your order. Please contact us at info@byaljahorvat.com to proceed with the cancellation. If order has been shipped, we will not be able to cancel it. We can not make changes to orders that have been already placed. Please check the item(s) in your cart before checking out.
Can I change my shipping address?
If your order has not been shipped yet, there is a chance we might change your shipping address, but contact us right away at info@byaljahorvat.com
If your order has already been shipped, we won’t be able to change your shipping address and you will need to get in contact with our shipping services to change the address and redirect your package.
How can I see status of my order?
Once your order has been shipped, you will receive an email with a tracking number. Please use it to track your order.
The item I want is out of stock. Will it come back and how can I be notified?
If you go to the product page you will be able to sign up to the waitlist if product is no longer in stock. We will notify you via email when the piece comes back in stock.
Are duties and taxes included in my order total?
All the prices and given un EUR and include sales tax (VAT). All orders delivered outside of the European Union may be subject to eventual taxes and customs duties, which the customer has to pay by himself.
Read more about the potential additional custom charges below (click on the links for more info):
United States (Goods shipped by courier, express, or other commercial service (DHL Express) usually are expedited through CBP by a customs broker hired by that commercial service and then delivered seamlessly to your door. Customs brokers are not CBP employees. There are a number of different charges associated with these services, including shipping and handling, the fees charged by the service for clearing the merchandise through CBP, as well as any Customs duty and processing fees that may be owed on your importation.
Merchandise shipped through the international postal service (Pošta Slovenija) is forwarded upon its arrival in the United States to one of U.S. Customs and Border Protection International Mail Branches for clearance. If the item is less than $2,000 in value and is not subject to a quota or is not a restricted or prohibited item, a CBP official will usually prepare the paperwork for importing it, assess the proper duty, and release it for delivery. This procedure is generally referred to as a mail entry. Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP. However, CBP always reserves the right to require a formal entry for any importation and generally exercises this option if there is something unusual about the importation, or if important documents such as an invoice or bill of sale do not accompany the item.)Australia (For goods with a value of AUD1000 or less, there are generally no duties, taxes or charges to pay at the border. For goods with a value over AUD1000, you will need to fill out an Import Declaration, and pay duties, taxes and charges at the border.)
Canada (Any item mailed to Canada may be subject to the Goods and Services Tax (GST) and/or duty. Unless specifically exempted, you must pay the 5% GST on items you import into Canada by mail. The CBSA calculates any duties owing based on the value of the goods in Canadian funds. The duty rates vary according to the type of goods you are importing and the country from which they came or were made in. Depending on the goods or their value, some other taxes may apply, such as excise duty or excise tax on luxury items.You do not have to pay the GST on the following goods that are imported into Canada by mail:
goods worth CAN$20 or less; and
gifts from family members or friends who live abroad when the worth is CAN$60 or less.)
United Kingdom (TAX AND DUTY: You’ll be contacted by Royal Mail, Parcelforce or the courier company if you need to pay any VAT, duty or delivery charges (‘handling fees’) to receive your goods. They’ll send you a bill stating exactly which fees you need to pay.They’ll normally hold your parcel for about 3 weeks. If you have not paid the bill by then, your parcel will be returned to the sender. You will not have to pay anything to the delivery company to receive goods worth less than £135 unless they’re gifts over £39 or excise goods (for example, alcohol and tobacco
VAT is charged on all goods (except for gifts worth £39 or less) sent from:outside the UK to Great Britain
outside the UK and the EU to Northern Ireland
VAT is not charged on goods that are gifts worth £39 or less.
You pay VAT when you buy the goods or to the delivery company before you receive them. If you have to pay VAT to the delivery company, it’s charged on the total package value, including:
the value of the goods
postage, packaging and insurance
any duty you owe
VAT is charged at the VAT rate that applies to your goods.).
Other
I’m wholesaler looking to stock By Alja Horvat. How do I get in touch?
Please free to get in touch at info@byaljahorvat.com
I’m interested in a press. How do I get in touch?
Please free to get in touch at info@byaljahorvat.com