- How do I return the order?
If you have placed your order as a registered user or guest, you have several options for returning:
- Return by GLS
Fill in the return form that you have received in the package and put it in the original packaging together with the items that you return. On the website fill out an electronic form for return so that the delivery service will be informed of you returning the order. You will be notified of the date of acceptance by the employee of the GLS delivery service via SMS, and you will also be provided with courier's contact information. If you decide to return your order by GLS, the return fee is €4. This amount will be subtracted from your return total. You cannot exchange an item for another one; if you want another item, you need to make another purchase.
FILL IN THE E-FORM
In case you have lost the return form you can print it here:
PRINT OUT THE FORM
- Free return in our store (Emporium and Galerija Emporium)
Fill in the return form that you have received in the package and bring it to the store together with the items for return. Also prepare the invoice that you received by e-mail (you can show it on the screen of your mobile phone or print it out). In the store it is possible to exchange an item with another one (the same model) of a different size and a different colour. However, this can only be done if the price of both items is the same. If an item was bought as part of a special offer or with a discount, it is not possible to exchange it for an item of a different colour.
- Return by post
You can also return the items by post; however, you need to send the returned items with tracking and enclose the return form that you have received the package. In this case, you cover the shipping costs yourself. Please send the items you wish to return to this address:
Magistrat International, d. o. o.
Skladišče Emporium
Latinski trg 6
1000 Ljubljana
- What is the time limit for return?
The time limit for all returns is 30 days from the date of delivery. If the items of the same order were delivered in separate packages, the date is the day when you received the last of the ordered items.
- Is returning items free?
If you bring the items to one of our stores (Emporium and Galerija Emporium), the return is free of charge. If you decide to return your order by GLS, the return fee is €4. You also need to cover the return cost yourself if you send the package back by post.
- Can I include items from different orders together in one return parcel?
In order to ensure rapid processing of your returns, we request that returns from different orders are always sent separately and returned to us with the corresponding return form.
- What should I do if I have returned the wrong item?
We are not responsible for any items that are returned to us by mistake. If you want these returned to you, we may request that you cover the delivery cost.
- How do I return items bought as special offers?
If you wish to return an item that was bought as part of a special offer (for example, 3 for 2; 2 for a special price, etc.), you need to return all items from this special offer. Items from multi-buy offers cannot be refunded individually; you must return all items in that offer for a full refund. If you return only some items from such a special offer, we reserve the right to refuse the return. If you return an item because it is faulty (material defects), we will reimburse you a proportionate amount for that item.
- How and when do I get a refund?
Once the refund is approved, we will refund the purchase money in the same way the payment was made.
We will refund your purchase money within 14 days from the date we received the returned items. If you paid delivery, we will refund the purchase money back to your bank account, so make sure to enter your bank account information on the return form. We would like to remind you that the time in which you receive the refund of purchase money depends on your bank.
In the unlikely event that an item is returned to us in an unsuitable condition (damaged, worn, washed, etc.) or outside of the 30 day return policy, we may have to send it back to you. If you want these returned to you, we may request that you cover the delivery cost.
- What should I do if receive the wrong refund amount?
If we have refunded the wrong amount, contact our customer service by calling 080 45 41 (from Monday to Friday, 8:00 - 16:00) or by using the contact form and we will do our best to solve the problem as soon as possible.
- Can I exchange items instead of receiving a refund?
Items can only be exchanged in the store. There you can only exchange an item with another one of a different size or a different colour. However, this can only be done if the price of both items is the same and if the item was not bought as part of a special offer or with a discount. Otherwise, you cannot exchange items, you can only get a refund. If you want other items, you need to submit a new order.
- Can I return items purchased in physical stores (Emporium and Galerija Emporium)?
No, you can only return items purchased in Emporium online store (www.emporium.si).
