Shipping policy
SHIPPING POLICY
1. Delivery Areas
We deliver within the territory of the Republic of Croatia.
We reserve the right to exclude certain destinations due to logistical limitations or other objective reasons.
For deliveries outside the listed areas, please contact us at: info@dietpharm.com.
2. Delivery Methods
Delivery is carried out through our partner Pick&Pack d.o.o. (or other authorized carriers), in accordance with agreed logistics standards.
The following delivery methods are available:
- Standard home delivery
- Pickup at a parcel center (where available in your area)
3. Delivery Times
Estimated delivery times are as follows:
- Croatia: 1–3 business days
Delivery times begin from the moment the customer receives the shipping confirmation email.
Delivery times may be extended during periods of high demand, holidays, logistical disruptions, or force majeure.
The legally prescribed maximum delivery period is 30 days, after which the customer is entitled to a refund.
4. Shipping Costs
Shipping costs are displayed in the cart before completing the purchase.
Free shipping applies to orders above the amount specified on the webshop.
If a package must be resent due to an incorrect address or recipient unavailability, additional costs will be borne by the customer.
5. Receipt and Confirmation of Delivery
An order is considered delivered when the customer or an authorized person signs the delivery note.
The customer is required to inspect the shipment upon receipt and report any visible damage immediately.
If a package is returned due to an incorrect address or recipient unavailability, we will contact the customer to arrange re-delivery.
6. Damaged, Incorrect, or Missing Products
Upon receiving the order, the customer is required to check:
- The external condition of the package
- The accuracy and completeness of the contents
Procedure for reporting issues:
- If damage is visible upon delivery: refuse the shipment and state the reason on the delivery note.
- If damage is noticed after opening the package: send photos and a description to info@dietpharm.com as soon as possible.
In the case of missing items or incorrectly delivered products, the issue should be reported as soon as possible to ensure efficient resolution.
After verification, we will arrange a replacement or refund, depending on the agreement.
The webshop will bear the cost of returns and re-delivery.
7. Logistics Standards and Carrier Responsibility
Delivery, handling of shipments, and product safety are carried out by Pick&Pack d.o.o. in accordance with contractual obligations, including:
- Duty of care
- Proper handling of goods
- Ensuring the shipment is adequately protected
- Responsibility until delivery to the final recipient
8. Failed Delivery and Refusal of Shipment
If the recipient refuses to accept the shipment, the carrier will immediately notify the webshop, and further actions will be taken in accordance with internal return procedures.
9. Force Majeure
In cases of force majeure (e.g. natural disasters, strikes, extraordinary circumstances), delivery times may be extended, and the merchant shall not be held responsible for delays during such periods.
