Frequently asked questions
Frequently asked questions
To make your online shopping experience as stress-free as possible, we’ve put together a series of frequently asked questions and answers.
If you can’t find the answer to your question on this page, please contact us at info@visitkranj.si.
We are happy to help.
Ordering
No, you don’t need to register as you can buy online as a guest. But registering makes shopping quicker and easier for you, giving you a quick checkout and an overview of your order history, returns and invoices.
If you have any problems with your order, please let us know by e-mail info@visitkranj.si or call us on 04 2380 450 (Tourist Information Centre opening hours) so that we can resolve the problem and arrange your order as quickly as possible.
Unfortunately, we cannot add a new item to your existing order. Please place a new order for the desired item.
The confirmation email will contain all the details you need if you have opted to pay by invoice. Just use the order number for reference. The delivery date is counted from the day of payment of the invoice.
No, we will dispatch your order once we have received a credit to our TRR. We check your credit several times a day, and it is usually in our account within a few hours if you pay via e-banking or at a bank counter. However, if you make a transfer by post, it may not arrive in our TRR until the next day. Orders that have a payment on account (UPN) are dispatched the day after we receive the credit on our TRR. Orders placed during weekends and holidays are dispatched the next working day.
Payment
No, we will dispatch your order once we have received a credit to our TRR. We check your credit several times a day, and it is usually in our account within a few hours if you pay via e-banking or at a bank counter. However, if you make a transfer by post, it may not arrive in our TRR until the next day. Orders that have a payment on account (UPN) are dispatched the day after we receive the credit on our TRR. Orders placed during weekends and holidays are dispatched the next working day.
I would like the original invoice
When you complete your order, enter all the details for the company you want the original invoice for (company name and tax number) and you will receive the original invoice with your company details.
Buy
Your purchase is successful if you receive a confirmation email after placing your order. If you do not receive a confirmation email, please contact our Customer Service team on the following telephone number (Monday to Friday) or via the contact form.
After you place your order, you will receive an order confirmation email to the email address you provided when you placed your order. If for some reason you have not received the email, please check your spam folder and add info@visitkranj.si to your safe senders list. If you still can’t find it, please contact us at mail.
Delivery
You can also order delivery to another address. Please tick the “DELIVER TO ANOTHER ADDRESS” option below the payer details form before paying for the products. Then enter the necessary delivery details in the new form that opens. You can also edit your addresses in your user profile.
If no one is home at the time of delivery, the postman will leave you an Arrival Notification, which you can use to collect your parcel from your Post Office.
All orders placed during the working day are dispatched the next working day. Orders that have a payment by invoice (UPN) will be dispatched the next working day after receipt of the credit to the TRR. Orders placed during the weekend and on public holidays will be dispatched the next working day.
The product can be pre-booked at the Tourist Information Centre by calling 04 2380 450 or by emailing info@visitkranj.si.
Preklic naročila
Can I cancel my order?
Yes, you can cancel your order, but only if the goods have not yet left the warehouse. We advise you to contact our customer service as soon as possible on the following telephone number (Tourist Information Centre opening hours). However, we would like to remind you that due to the fast processing of orders and the fact that we aim to deliver as soon as possible, there is a good chance that the order has already left the warehouse.
Stock
Are the products available in the online shop also available in the physical shop? How reliable is the availability of products in the online shop?
Are the products available in the online shop also available in the physical shop? How reliable is the availability of products in the online shop?
Prices
Can prices and promotions online differ from those in store?
The prices of items online and in shops are the same. However, the promotions or sales that take place in the physical store or in the online store may differ.
What about VAT?
Products
Will the product I receive be exactly as pictured?
Yes, but please note that due to different display settings, the colours displayed may differ slightly from the colours on the product.
For companies and associations
I want you to invoice the club, society or company. What do I need to do?
If you would like us to invoice a basketball club, association or company, please fill in all the necessary information (including the tax number of the club or company) when you place your order, and write in the comments section of your order who you would like us to invoice.
Personal data and subscription to the newsletter
Is my personal data confidential?
Yes, all the information you share with us is confidential within the company. We use it to prepare and execute your purchase and to answer your questions. You can read our Privacy and Cookie Policy for full details.
How do I subscribe/unsubscribe to the newsletter?
You can sign up for our newsletter at the bottom of our website or by registering in our online shop. This will keep you up-to-date with all our promotions, discounts, news and trends. You can unsubscribe from our newsletter at any time by clicking on the unsubscribe link found at the bottom of each email.
Forgotten password
I forgot my password. How can I reset it?
At the bottom of the form to log in to your account, click on the link “Forgot your password? Reset it. Enter your e-mail address in the input box that opens and click on the “SUBMIT” button. We will then send you instructions on how to reset your password to your e-mail address. Follow the instructions in the e-mail to reset your password, which you can then use to log in to your online shop account and continue with your sweet purchases.