The members of SOBA do their best to ship orders within 24 to 72 hours, working days. (Monday to Saturdays, excluding Sundays and holidays)
The customer receives an order confirmation email as soon as www.soba.hr receives an order. The Customer must provide the references of this e-mail for any correspondence with SOBA’s customer service. The Customer is also informed by e-mail of the dispatch of his order, with a tracking number.
If the Customer does not receive this confirmation e-mail or if he encounters difficulties in tracking his package, he must inform SOBAS’s customer service department at info@soba.hr
SOBA has chosen the services of GLS and HP - Hrvatska Pošta for the shipment of its orders.
All parcels are sent in a format that GLS and HP - Hrvatska Pošta can provide, depending on the size, weight and protection required by the items ordered. These shipping methods allow the Customer to track the parcel at any time, from dispatch to reception.
The Customer obtains his tracking number by e-mail a few hours after the shipment. If the customer does not find this email, he should check his junk mailbox before contacting SOBA’s customer service.
For international shipments, the services of GLS and HP - Hrvatska Pošta are only responsible until the package leaves Croatian territory. From the moment an order arrives in the country of the Customer, the parcel is taken care of by the national postal services of this country, which can decide, without any intervention of SOBA, to withdraw a delivery from another carrier.
If a parcel cannot be delivered to the Customer’s address because the Customer is absent, the Customer will be informed by the carrier.
The carrier chooses his own way to inform the customer of his passage, which is totally independent of the will of SOBA. SOBA cannot be held responsible for the professional conscience of the deliverer if the customer has not been informed by the transport company. In any case, SOBA cannot be held responsible if the Customer does not take the necessary steps to recover his order from the post office indicated by the delivery services of the Customer’s country. SOBA does not also be held responsible for a change of address of the Customer or recipient if he was not informed of this before dispatch.
SOBA will do its best to help the customer to track his shipment via the following e-mail address: info@soba.hr .
In all cases, the Customer has a tracking number to follow his order. SOBA considers that with knowledge of this tracking number, the Customer is responsible for the removal of his parcel. After a period of 30 days after shipment, SOBA cannot be held responsible and no claim can be received by our carrier services, no refund can be accepted.
If a parcel is returned by GLS or HP - Hrvatska POšta to SOBA, for the impossibility of delivery, if the address given by the Customer was erroneous, if the Customer does not report a problem to SOBA or if the Customer did not withdraw his parcel despite the follow-up, SOBA cannot be held responsible. No refund can be accepted. SOBA reserves the right to return the returned package only after receipt of payment for the new shipment. Under no circumstances are these additional shipping costs refundable.
SOBA undertakes to deliver the products ordered by the Customer in closed and resistant packaging, adapted to the contents and the requirements of transport.
