Delivery time

We usually produce and ship products ordered in our online store within 5-15 working days from the date of the order acknowledgement, which does not include the delivery time. In the case of large-quantity order delivery time may be extended, which you will be advised of via e-mail.

Delivery

The ordered goods will be delivered to you at your address by courier services GLS. All shipments are insured during transport and require a signature upon delivery. Orders are processed and shipped during regular working hours; From Monday to Friday 8: 00-16: 00 CET (Central European Time), excluding holidays.

Delivery costs

Delivery costs are automatically calculated in the shopping cart after filling out your personal data.

Duties and taxes

The recipient of all orders in our online shop is obliged to ensure payment of the relevant duties, taxes and other fees imposed in his country.

Order Tracking

After your order is shipped, we will notify you via email and send you GLS number to track your shipment. This number can be used to track orders during transportation and check the expected date of delivery.

Damage on Delivery

Check your package immediately upon the receipt. If it is damaged, make sure before the courier leaves your address. Warn the courier of a possible damage to the package. If the contents of the package are also damaged, ask the courier to make complaint records. Make sure to keep all necessary delivery / courier information, and if you notice any damage after the driver has already left your address, keep all packing material and let us know in case the damage has affected the goods as well.

Please make sure to report the damage within 48 hours after the receipt of the shipment, to info@terrasleep.si. We recommend that you take photos of damaged goods, as well as the damaged parts of the packing. You can send photos and claims record also by standard mail to our address, in case you cannot do that via e-mail. We need the pictures as evidence needed to inform the courier company and file a claim for damages. After the procedure is completed, we will inspect damaged items and the packing, return it and replace.

Undelivered Shipment

If you do not receive the package within 24 hours after the estimated delivery time, it will be considered lost. Before the expiry of this period, it is not possible to report Undelivered Shipment. If you have not received your package within the expected date of delivery provided by the sender (using the tracking number, you can follow the transportation status of the packet delivery and the expected delivery date at www.gls.com), please inform us within 48 hours and we will contact GLS and try to trace your shipment.

Incorrect delivery address

In the event a customer sent us the wrong delivery address, the shipment of his order will be delayed and additional shipping and management costs will be charged. In this case, the shipping costs will be charged even in the case the customer had free shipment bonus.

Rejection of the package

If the package is rejected on delivery, a refund will be not be granted. Additionally, you will be charged for any additional costs arising from the rejected shipment. Additional the shipping costs will be charged even in the case the customer had free shipment bonus.

Rejected shipment remains in our possession until the customer effects the payment required to resend his order. If the required payment for the resending is not received within 30 days after the initial delivery, your order shall be forfeited. It is non-refundable (please read Return and Replacement Policy).