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Shipping Policy
Effective Date: June 1, 2026
1. Introduction
Thank you for shopping at Tomkić Suveniri d.o.o. We operate the e-commerce website tomkicsuveniri.com. We are dedicated to delivering our authentic Croatian souvenirs and gifts safely and efficiently to your doorstep. This Shipping Policy explains our shipping procedures, delivery timeframes, rates, and handling of international orders.
By placing an order on our website, you agree to the terms outlined below.
2. Order Processing Time
All orders are processed and packed at our warehouse in Zagreb, Croatia.
- Standard Processing: Most orders are processed within 1 to 3 business days (Monday through Friday, excluding Croatian public holidays).
- High-Volume Periods: During peak holiday seasons, promotional events, or sale periods, processing may take up to 5 business days.
- Custom Orders: Personalized, custom-engraved, or made-to-order items require additional production time. This timeline will be specified on the product page and added to the standard processing time.
- Cut-Off Time: Orders placed after 2:00 PM (CET) on Friday or during the weekend will begin processing on the following business day.
3. Shipping Zones and Destinations
We offer both domestic and international shipping solutions:
- Domestic Shipping: Everywhere within Croatia.
- European Union (EU) Shipping: To all member states of the European Union.
- International Shipping: To select non-EU European countries, North America (USA, Canada), Asia-Pacific, and other international destinations. If your country is not available at checkout, please contact us at skyemist@tomkicsuveniri.com to check availability.
4. Shipping Rates and Delivery Estimates
Shipping costs and delivery times depend on the destination, weight of the parcel, and the shipping method selected at checkout.
Estimated delivery times apply after the order has been processed and shipped:
| Destination | Shipping Method | Estimated Delivery Time | Shipping Cost |
|---|---|---|---|
| Croatia (Domestic) | Standard Courier | 1 – 3 Business Days | Calculated at checkout |
| Croatia (Domestic) | Express Courier | 1 Business Day | Calculated at checkout |
| European Union (EU) | Standard Ground | 3 – 7 Business Days | Calculated at checkout |
| European Union (EU) | Express Air | 1 – 3 Business Days | Calculated at checkout |
| International (Non-EU) | International Standard | 7 – 14 Business Days | Calculated at checkout |
| International (Non-EU) | International Express | 3 – 5 Business Days | Calculated at checkout |
Note: Free shipping promotions may apply to domestic or EU orders exceeding a specific cart value, as advertised dynamically on our homepage.
5. Tracking Your Shipment
We want you to know exactly where your souvenirs are at all times.
- Tracking Email: Once your package is handed over to our shipping partner, you will receive a automated shipping confirmation email.
- Tracking Link: This email will contain a unique tracking number and a direct link to the carrier’s portal.
- Activation Delay: Please allow up to 24 hours for the tracking information to update on the carrier’s website after receiving your email.
6. Customs, Duties, and Taxes for International Orders
- EU Orders: Orders shipped to destinations within the European Union include Croatian VAT at checkout. You will not face additional customs duties upon delivery.
- Non-EU and International Orders: Orders shipped outside the EU may be subject to local import taxes, customs duties, and brokerage fees levied by the destination country.
- Customer Responsibility: All fees, customs clearance costs, and local taxes are the sole responsibility of the recipient. Tomkić Suveniri d.o.o. has no control over these charges and cannot predict their amount.
- Refused Shipments: If you refuse a shipment due to unexpected import fees, the package will be returned to us. The original shipping fee, return shipping costs, and any customs penalties charged to us will be deducted from your final product refund.
7. Damaged, Lost, or Stolen Packages
We package our souvenirs with extreme care, using protective materials to prevent damage during transit. However, accidents can happen.
- Damaged in Transit: If your package arrives visibly damaged or items inside are broken, please document it immediately. Take photos of the outer box and the broken items, and contact us at skyemist@tomkicsuveniri.com within 48 hours of delivery. Please refer to our Refund and Returns Policy regarding our mandatory physical return requirements for damaged items.
- Lost Packages: A package is considered lost if it does not arrive within 10 business days past the estimated delivery date for EU orders, or 20 business days for international orders. Please contact our support team so we can open an official inquiry with the courier service.
- Stolen or Missing Deliveries: If your tracking status shows “Delivered” but you have not received your package, please check with neighbors, building management, or your local post office first. Tomkić Suveniri d.o.o. is not responsible for packages stolen after a verified successful delivery by the carrier.
8. Address Changes and Incorrect Delivery Details
- Accuracy: Please double-check your shipping address carefully before completing your payment. We are not responsible for delivery failures caused by incorrect or incomplete addresses provided by the customer.
- Modifications: If you notice an error in your address, contact us immediately at +(385)1 4859900. We can only modify the shipping details if the package has not yet left our facility. Once a package is dispatched, we cannot change the delivery address or reroute the package.
- Return to Sender: If a package is returned to our warehouse because of an incorrect address or failure to collect the package from a local pickup point, you will be responsible for the reshipping costs.
9. Contact Information
If you have any questions, concerns, or special shipping requests (such as bulk orders or fragile handling verification), please reach out to our team:
- Company Name: Tomkić Suveniri d.o.o.
- Website: tomkicsuveniri.com
- Registered Address: Grižanska ulica 69, 10000 Zagreb, Hrvatska
- Contact Email: skyemist@tomkicsuveniri.com
- Contact Phone: +(385)1 4859900