Shipping & returns

Order processing

• Orders are processed within no more than 7 working days after payment is confirmed.
• Orders are not processed at weekends or on public holidays.
• If order volume temporarily extends the lead time, we will notify you by email.

Estimated delivery time

Estimated GLS Slovenia delivery is 1–2 working days after dispatch. Once the parcel has been handed over, you will receive a tracking number.

Shipping costs

• Standard delivery: €4.00
• Secure delivery for fragile wax bouquets: €6.90

The suitable shipping method is shown in the quote or order confirmation.

Incorrect address and unclaimed parcels

Please check the address before confirming the order. If a parcel is returned because of an incorrect address, refusal or failure to collect it, the customer pays the actual cost of re-shipping in advance.

Damage in transit

If the outer packaging is visibly damaged, please:

1. Tell the GLS courier immediately, if possible.
2. Photograph the unopened parcel, damaged packaging and product.
3. Email the photographs, order number and a short description to narocila@ateljekaia.si.

For quicker handling, please contact us within 48 hours of delivery. This request does not limit your statutory rights in relation to non-conforming goods.

Collection

Collection in the Sevnica area is available by prior arrangement.

Right of withdrawal

For distance purchases, consumers may notify us of withdrawal within 14 days of receiving the product, without giving a reason. The product must then be returned within 14 days of the notification.

• Return the product carefully packed, ideally in its original packaging.
• The customer bears the direct return shipping cost, except where the product is incorrect, damaged or non-conforming.
• The customer is responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.

Products excluded from withdrawal

The right of withdrawal does not apply to products made to the customer's specifications or clearly personalised, including custom colours, inscriptions, logos, dates or other bespoke combinations.

A lit or otherwise used flower candle may have a reduced refund because its value has been diminished. Decorative flowers without a wick must never be lit.

Return procedure

1. Email narocila@ateljekaia.si with the order number and a clear withdrawal statement.
2. We will send the return address and packing instructions.
3. Return the securely packed product and keep proof of dispatch.

We refund payments no later than 14 days after receiving the withdrawal notice. We may withhold the refund until the goods are returned or proof of dispatch is supplied. After inspection, we normally process the refund within 7 working days using the original payment method, unless otherwise agreed.

Incorrect or non-conforming products

If you receive the wrong, damaged or otherwise non-conforming product, contact us at narocila@ateljekaia.si. Include the order number and photographs where possible. Your statutory rights remain unaffected.