FAQ.htm

STANDARD DELIVERY	Standard delivery is any delivery ordered from our set offer paid 48 hours in advance including delivery time during working hours - from 10 a.m. until 7 p.m. for deliveries in Belgrade, and from 10 until 4 p.m. for deliveries outside Belgrade. In case that there is nobody to receive the delivery at the delivery address, our Agency will leave a note and details regarding present collection.
SPECIAL DELIVERY	Special delivery is any delivery of presents not included in our set offer; delivery that is paid less than 48 hours prior to delivery time, as well as delivery that is to be carried out after working hours – from 7p.m. until 10 p.m.(this late-hours option is available for Belgrade area only). Special delivery implies telephone ordering only. The latest order may be placed 6 hours prior to the set delivery time. In case there is nobody to receive present at the delivery address, special delivery includes redelivery. Our Agency will leave a note and details concerning redelivery at the delivery address. Delivery orders placed during holidays and weekends will be accepted if their acquisition and realization are feasible.
HOW ARE THE PRESENTS DELIVERED?	On the territory of city of Belgrade presents are brought by our agents in person. Region out of Belgrade, including international deliveries, are carried out by DHL. Therefore, in both modes, we guarantee for all confirmed deliveries.
WHERE CAN I SEND A PRESENT?	Present can be sent and delivered in Serbia, as well as to the countries covered by DHL. Presents that are sent outside Belgrade are packed in special boxes (click here for more information).
WHEN DO YOU DELIVER PRESENTS?	Depending on delivery type – standard or special, in Belgrade presents are delivered between 10 a.m. and 10p.m. Present delivery in Serbia, excluding Belgrade, is available until 4 p.m. International deliveries depend upon DHL working hours in the country of destination.
IS IT POSSIBLE TO ADD A MESSAGE TO THE PRESENT?	Certainly. Text messages in Serbian or English can be placed in order form. If not stated otherwise, the message is hand-written. In case there is no message, the name of the sender is automatically added to the greeting card.
WHAT HAPPENS IF THERE IS NOBODY AT THE DELIVERY ADDRESS?	Our agent will leave a note on visit and details concerning present collection or redelivery – depending on the type of delivery you have chosen (standard/special). There is a possibility of leaving the present with the neighbor and in such case that should be clearly pointed out when ordering.
IS IT POSSIBLE TO LEAVE THE PRESENT IN FRONT OF RECIPIENT'S DOOR?	Unfortunately not, since the signature is required for all deliveries.
CAN I OBTAIN THE INVOICE AS A CONFIRMATION THAT THE PRESENT WAS DELIVERED?	Indeed – please state this while ordering. We will send you a copy of the invoice within 3-5 working days.
SOME CHANGES IN ADDRESS/MESSAGE/OTHER DETAILS OCCURRED. IS IT POSSIBLE TO CHANGE THE ORDER?	Yes, unless the present is already in delivery process.
CAN A PRESENT BE SENT ANONYMOUSLY?	Partly – yes. Information on the sender will not be available to the recipient, though our Agency will be acquainted with sender’s details. However, the Agency obliges not to give out any information on the sender even on recipient’s insisting.
SENDER AND RECIPIENT PRIVACY	Information about ordering is confidential. Our Agency is obliged to undertake adequate steps towards ensuring private, confidential and commercial information regarding both sender and recipient, present and message, obtained from the order and the delivery fulfilling, to be kept undisclosed. Furthermore, this obligation remains in force regardless of the accomplished delivery.
CAN YOU GUARANTEE DELIVERY TIME?	Yes, we guarantee exact delivery time for deliveries in Belgrade. As far as deliveries across Serbia and international deliveries are concerned, we guarantee approximate delivery time. In case of traffic congestion or situations caused by vis major we can not guarantee delivery time.
WHAT HAPPENS IF RECIPIENT REFUSES TO RECEIVE THE PRESENT?	In such situation, the sender will be informed of refusal and details on convenient present collection. Present and delivery costs will be charged to the sender as if the present was delivered.
DELIVERY IN HOSPITALS AND HOTELS	Due to punctual delivery, prior to ordering please ensure correct date and time of recipient’s check out from the hospital/hotel.
HOW ARE PRESENTS DELIVERED TO PLACES WHERE, DUE TO SECURITY OR LIMITATION REASONS, THERE IS RIGOROUS ENTRY CONTROL OR TO FAMOUS PERSONS OR PERSONS WITH PERSONAL SECURITY?	To places with rigorous entry control the delivery is not always possible. Prior to ordering, please check if our or DHL agent can access recipient or, if not, can security or reception personnel sign the invoice and therefore, guarantee that the present will reach the recipient.
SENDER IS RESPONSIBLE FOR ALL CONSEQUENCES RESULTING FROM THE INCORRECT INFORMATION PROVIDED ON RECIPIENT (SUCH AS ADDRESS, DELIVERY TIME , ACCESS TO THE RECIPIENT ETC.)
PRODUCT AND SERVICE QUALITY	We offer only the best quality products obtained from prestige manufacturers and distributors who guarantee for their products, as well as we guarantee for delivery service.
CLAIMS	All discrepancies concerning quality and delivery of the present must be reported within 48 hours of the receipt of the same. After this period the claims will not be considered. In case of a reasonable claim our Agency will, in accordance with the sender, redeliver a new present or reimburse the sender.
REGULAR CUSTOMERS	Special discounts and facilities for all Agency services are available upon signing the contract with the Agency. For detailed information please contact us.
Orders containing tobacco products and alcohol beverages from or to persons under 18 years of age will not be accepted. All trade and services are fulfilled in accordance to in effect by-laws of the Republic of Serbia.