Frequently Asked Questions
ORDER
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders, save favorites, and access special promotions.
How do I place an order?
Simply browse our marketplace, add your desired products to the cart, and proceed to checkout. You’ll be guided through the secure payment process, and once your order is confirmed, you’ll receive an email with all information.
Are all products on SLOMADE made in Slovenia?
SLOMADE focuses on promoting Slovenian businesses and artisans. While most products are locally made, vendors may also offer curated items from trusted partners. Each product listing includes details about its origin.
Can I order from multiple Slovenian creators in one order?
Currently, you can purchase items from one Slovenian creator per order. If you wish to buy from different creators, please place separate orders for now. We’re actively developing a unified shopping cart that will allow you to combine items from multiple creators into a single order soon! Shipping costs will still be calculated per creator due to direct shipping from their locations.
Can I track my order?
Yes, once your order is shipped, you’ll receive a tracking number via email. Please note that this option is currently available for some of our vendors’ products. You can use this number to monitor the delivery status.
What if an item I want is out of stock?
The availability of items is managed by the individual Slovenian creators. If an item is out of stock, it will usually be indicated on the product page. You may be able to contact the creator directly through his shop page to inquire about restock possibilities.
What if I have an issue with my order?
If you receive a damaged or incorrect item or if your order doesn’t arrive, please contact our support team first. As an intermediary, we will investigate the issue with the vendor on your behalf and actively facilitate communication to find a resolution. If a solution isn’t reached, our dispute resolution team will step in to help find a fair solution.
PAYMENT
What payment methods are available?
SLOMADE supports Visa, Mastercard, Google Pay, Apple Pay, Link, and direct bank transfers to a TRR account. All payments are securely processed to protect your financial information.
Is shopping on SLOMADE secure?
What currency are the prices listed in?
Are there any additional fees or taxes?
Most prices shown on the product pages are excluding VAT (value added tax) because many of our sellers are not VAT registered. For those who are VAT registered, the product price is clearly marked as VAT included (labelled “(VAT incl.)”). VAT will also be appropriately calculated and added to your total amount in the cart.
Additionally, shipping costs may apply at checkout, depending on the destination and shipping policies of individual Slovenian creators. These costs will be clearly displayed before you finalize your purchase.
SHIPPING
Where do you ship to?
Currently, shipping is available to all 27 countries within the European Union. We are actively working to expand our reach and hope to offer worldwide shipping very soon, connecting you with Slovenian craftsmanship no matter where you are!
The specific shipping destinations available for each product will always be clearly indicated on the product page under Shipping.
How long does shipping take?
Delivery times depend on the vendor and the shipping method selected. Estimated delivery times are displayed on each product page.
Once your order is shipped, if tracking is available for your specific order and vendor, you will receive tracking details via email to monitor its progress.
How much does shipping cost?
Shipping costs vary depending on the Slovenian creator, the destination, the weight and dimensions of the items, and the shipping method selected. The applicable shipping costs for your order will be calculated and clearly displayed at checkout.
What if my package doesn't arrive?
If you experience any issues with the delivery of your order, please contact us with your order details. We will liaise with the Slovenian creator and the shipping provider to resolve the issue as quickly as possible.
RETURN
Can I return or exchange items?
Return policies vary by vendor. Check the vendor’s return and exchange policy on the product page before making a purchase. If returns are accepted, follow the instructions provided by the vendor to initiate a return.
How do I initiate a return?
To initiate a return, please contact us with your order details and the reason for the return. We will then provide you with instructions based on the specific return policy of the Slovenian creator.
Who is responsible for return shipping costs?
The responsibility for return shipping costs may vary depending on the reason for the return and the specific return policy of the Slovenian creator. This information will be provided to you when you initiate the return process.
How long does it take to process a return and receive a refund?
The processing time for returns and refunds can vary depending on the Slovenian creator and the payment method used. SLOMADE, on behalf of its vendors, manages and facilitates the return process, including informing you about your legal right of withdrawal. Once the returned item has been received and inspected by the creator, we will process your refund as quickly as possible. You will be notified via email once the refund has been issued.