FAQs
Product returns & replacement
The buyer has the right to return the goods in the following cases:
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- Delivery of products that have not been ordered
- Delivery of products that have expired
- Delivery of products that have a defect or damage that did not occur during transport.
We will acknowledge receipt of the complaint in writing without delay, and send the response in accordance with the Consumer Protection Act to the Buyer within 15 (fifteen) days from the date of receipt of the complaint.
In case of a justified complaint, the Buyer has the right to terminate the contract with a refund of the amount paid or a replacement for unused, undamaged and valid product.
In the event that another product cannot be delivered, we will reimburse the customer for the cost of returning the goods and the value of the goods that we are no longer able to deliver.
The buyer has no right to return products that have been opened / used. All products we sell are properly stored in the original packaging. The shelf life indicated on the packaging is valid only if stored correctly, as indicated on the declaration.
What should I do if the product arrives damaged?
We will accept in full the return of damaged, defective or incorrectly delivered products at our own expense, if it is determined that the complaint is justified and that the buyer has not affected the quality, damage made or any defect of the products. Send the product back to the address: OPG Matulić, Pašman 2, 23262, Pašman, Croatia. Upon receipt we will send you a new product or refund.
How can I return or exchange a gift?
If the gift you received was purchased from us, it is necessary to present the purchase invoice and you can replace it if the product is unopened and unused.
In this case, you only bear the cost of sending the product and the cost of resending the replacement product. It is not possible to get a refund for gifts unless it is a damaged product.
How and when will I get my refund?
You will receive a refund as soon as we receive and review the returned products on the same means of payment by which the product was paid for.
Terms of sale
These terms of sale define the process of ordering, payment, delivery and return or reclamation of goods offered on our website. The supplier (Seller) of the products offered in the web store www.opgmatulic.com (hereinafter “goods”) is OPG Matulić, Pašman, and the Buyer of goods is a visitor to the online catalog who selects at least one product, fills in the electronic order form and sends it to the Seller.
How is online ordering done?
Goods are ordered by electronic form. The customer must fill in the Profile with basic information for payment and delivery of the desired products and will be notified by e-mail about the order.
After selecting the product, you can click on its details and find out all about it and take a better look at it, and if you want to buy it, just click on the cart and it will be in it immediately.
In the cart you can choose the quantities as well as cancel the purchase. At any time, your shopping cart is visible and accessible to you, and you can safely continue browsing our shop window.
When you have finished shopping, return to the cart and select complete order. Notification of a successful purchase will be sent to your e-mail address.
What are the payment options?
Payment can be made in the following ways:
1. Payment to the account – Internet banking.
2. Cash on delivery – Within the Republic of Croatia, you can pay for your orders by cash on delivery. Payment is made upon collection of the goods and is paid to the courier or in the office of the courier service or the Croatian Post if you come for the shipment yourself.
3. A credit or debit card whose transaction is secured by Corvus Pay.
4. Via Paypal.
You can pay for orders from abroad with credit or debit cards or via Paypal.
When choosing the method of payment, you will receive an order confirmation with all the information required for payment to your email address. You can then make the payment using internet banking or in an earlier step in the way you have chosen. Upon receipt of payment, we will send you the ordered items.
When you have finished shopping, return to the cart and select complete order. Notification of a successful purchase will be sent to your e-mail address.
What are the delivery options and to which countries do you ship your products?
Republic of Croatia
OPG Matulić We send food and cosmetic products within the Republic of Croatia by GLS courier service for the entire amount of 4 EUR.
The deadline for delivery of orders within the Republic of Croatia is up to 3 working days.
European Union
OPG Matulić sends food and cosmetic products within the European Union via Eurosender.
The deadline for delivery of orders within the EU is up to 2 weeks.
The rest of the World
For now, we are not able to ensure the delivery of our products outside the European Union, but we are working on it!
How will my order be packed?
Depending on the number of ordered products, we pack the order in a bubble-lined envelope or in a box if it is more than one product or products packed in glass, then we additionally line the bottles with cardboard.
Where else can your products be bought?
In addition to our online shop, you can buy our products in our store on the island of Pasman and in other specialized stores throughout Croatia:
Gligora, Cvjetni, Arena, Zagreb
Kantarion, Martićeva 14c, Zagreb
For under Zub, Stari Grad, island of Hvar
Kapunera- Komiza, island of Vis
Sri porta – Sali, Dugi otok
PZ Postira, Postira – island Brac
When can I expect my order?
Delivery time depends on the selected delivery method and delivery location.
Republic of Croatia – Orders arrive by GLS within 3 working days.
European Union – Austria, Slovenia, Germany within 7 working days.
Spain, France, Belgium, Italy up to 3 weeks.
My account and orders
How can I change the password on my account?
If you want to change the password on your account, log in on the page with your existing username and password, and on the My Account page you can change or update access data and other customer information.
How can I modify an existing order?
You can change an existing order only before it is sent and before you receive the order tracking code by sending an inquiry via the Contact page or via a WhatsApp message.
How to use promo code?
You can enter the promotional code that you saw on the page or received via the email newsletter in the promotional code field before entering the data for sending and payment on the billing page.
I cannot log in with my old username and password. What should I do?
If you are our old customer, and you have created an account with the old version of our website it is possible that new site will not recognize your account password. Please go to Sign In and then click on ‘forgot my password’. Type in your email address and you will receive an email prompting you to change your password. From this moment you will be able to log in with your newly set password.