Delivery and return of goods

See Delivery and Returns text in English below

Delivery of goods

Our contractual partner for the delivery of shipments in Slovenia is Pošta Slovenije .

Goods in stock are shipped within 1-2 working days from the date of payment of the proforma invoice in the case of payment by proforma invoice. For goods where cash on delivery is selected, it will be shipped within 1-2 business days. You will receive our order with the service of Pošta Slovenije, which is also responsible for your order and delivery time after we have placed it.

For information on the transfer of the package / order, you can inquire at Pošta Slovenije branches or at the link We can also track your package with the shipment code.

If different orders are sent to the same address and the customer is placed on the same day, you will pay a one-time postage for them (because we will send you everything in one package).

If you have placed orders on different days, you will be charged postage for each one.

If you are of the opinion that you have been waiting for your order for too long and that there is a possibility that it has been lost, contact us immediately. This way we will be able to check what happened to your package, as we can track the shipments sent.

In case the product is not in stock, the delivery time is extended, delivery data are shown in the description of each item. In the event that the stock runs out during the ordering process, we will notify you. We will send it to you as soon as we receive the product. If it is paid by card, you can also get a refund if you cancel the order. If the ordered product is sent later because it was not in stock, we will cover the postage.

Return of goods

The placed order can be canceled by the user at no additional cost until the receipt of an electronic message about the shipment of goods. Order cancellation can only be done at info @ puella si. Upon cancellation, the user must provide the following information:

  • order number,
  • name and surname of the buyer,
  • customer address.

In case of non-delivery of products from the order, the bidder reserves the right to cancel the order if the customer does not respond to the bidder’s message. Prior to that, the bidder will inform the customer via e-mail and / or contact him at the telephone number provided when ordering. In the event that the customer does not respond within ten (10) working days, the bidder may cancel the submitted order. Customers who have previously paid for the order via bank transfer will be refunded within five (5) working days of the cancellation of the order.

In the event that the buyer decides to cancel the order in time, the seller must immediately notify . If it happens that the order has already been shipped, the buyer rejects the shipment to the delivery service. In the case of personal collection (when the item is ready for collection), the buyer also notifies his wish to cancel the order via our telephone number (+386) 040 567 084 or by the above e-mail.

We do not exchange products, you can only return them and we will refund the purchase price. When purchasing goods or services online, the buyer has the right to cancel or return the order within 14 days for any reason and without explanation. So you can return your order within 14 days of receiving the order. During this time (14 days) you must notify us of the return of the order and return the order to our address to refund the purchase price.

You can only return products that have not yet been opened and are originally packaged without the packaging being damaged or opened. We will not have to refund the purchase price for products that have been returned but are found to be open or the packaging is damaged.

In the case of advance payment, the seller is not liable from the moment of delivery of the shipment with the ordered products to the delivery service for cases of physical damage, destruction or loss of the shipment, as well as if there is a lack of content in the shipment or if the shipment shows signs of opening (packaging has visible damage). In all these cases, the user must initiate a complaint procedure with Pošta Slovenije, namely carry the shipment to the nearest post office in the same condition as it was received, without adding or removing anything, and fill in the complaint report. It is also necessary to inform the seller on the contact e-mail .

You must first inform us by e-mail: that you intend to return the order or products.

Return the order to the address: PUELLA, cosmetic activity, Tina Sklepič, sp, Trg 1A, 2391 Prevalje, Slovenia

When returning by shipment and by e-mail, please provide the required information below:

  • Confirmation e-mail about the purchase with the order number
  • The reason why you return the order
  • Invoice number and copy
  • Evidence (photo) that the shipment or. the order was damaged (in case you complain to Pošta Slovenije because you received a damaged or missing order).

Delivery and Returns


We partner with DPD to deliver your orders to Croatia. Standard delivery time with DPD from Slovenia to Croatia is 1 day.

For more details check their web service for delivery time calculation here .

You will receive SMS and / or email notifications about the status of your delivery.

Orders placed after 3pm Monday to Friday, at the weekend or a Holiday will not be processed until the next working day.

We do try our best to meet the delivery timescales, but occasionally a parcel can be late due to reasons that are out of our control (ie weather conditions, strikes, busy times such as holiday season, customs …). Delivery times are not guaranteed and are benchmarks according to the delivery providers in order for the customer to make a judgment as to which service may be most appropriate to them.

PUELLA, kozmetična djelatnost, Tina Sklepič, sp will not be liable for any loss caused to you due to the late delivery.

If your order needs to ship in two parcels or more, you only pay one lot of postage per order.

If you have placed more than one order within one day, we will try to ship the orders together to save you postage if possible.

First contact us immediately at Then check your parcel with DPD service at: Where’s my parcel? with your tracking code. If you fill in your parcel number, you will know at once where your parcel is.

Due to high International shipping costs, taxes and duty fees, we will hold the order until all items are in stock and available to ship. Please contact us if you wish to cancel or change these items.


If you haven’t submitted an order, you may clear the items in your shopping basket at any time by clicking the ‘Remove this item’ button next to the product you do not wish to purchase in your shopping basket.

If you change your mind once you have placed your order, please notify us in writing at of your wish to cancel the order immediately. If we receive notification of cancellation before we process your order, we will happily refund you in full including any delivery costs charged.

If upon receipt of your goods you are not satisfied, we offer a refund in full for goods returned within 14 days of receipt of the items unused, unopened and in a re-saleable condition. Delivery charges are non-refundable, unless the return is as a result of an error on our side.

Please note that due to the nature of the products, Digital products and Gift Vouchers are non-refundable.

We don’t offer exchanges, only refunds. You have 14 days from the date of delivery receipt to return the item. Simply return your original order for a refund and place a new order.

We only refund goods that have not been used, or damaged on delivery, or defective items. We cannot accept used or opened goods to be refunded.

It is with regret that sometimes goods may be damaged in transit, please notify us by email within 24 hours of receiving the products (we might require pictures of the item as well as the packaging). We might ask that you return your unused goods to us and we will send out a replacement or refund. Please return any such item, with a copy of your dispatch note and covering letter to the returns address.

  • We strongly advise that all items are sent via a method of recorded delivery and properly packed in order to ensure safe receipt. We cannot be held responsible for any undelivered items.
  • Please note that you will be reimbursed for the cost of returning the item. This will be issued back to your original method of payment.
  • If, by our error you have received the incorrect goods in your order, we will endeavor to replace the goods with the correct products at no extra cost, and will bear all costs for the return of the products. Please contact to arrange this, including details of your name, order number and delivery address.

Return address: PUELLA, cosmetic activity, Tina Sklepič, sp, Trg 1A, 2391 Prevalje, Slovenia (EU)

The following information will be required when returning your goods:

  • Confirmation email containing your Order number
  • Reason given for returning the goods.
  • Receipts showing any return postal charges if you are claiming a full refund for damaged, faulty or incorrectly delivered goods.


  • Returned items will be processed within 2 working days of receipt.
  • Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit.
  • You are advised to use a carrier that offers both traceability and insurance.