Exchange and returns

Sometimes when you buy something in an online store it happens that the product does not suit you or does not meet your expectations. You can return the ordered product without having to state any reasons for this within 14 days of receiving the package. If you wish, you can then choose a new product or a refund to your bank account. You can also choose a more expensive product, but in this case, an additional payment is required.


1. Let us know

When you receive the delivery and are for any reason not satisfied with the ordered product, so you wish to return it, please notify us within 7 days of receiving it. We are available at the telephone number 0036 4 2380 450 or email info@visitkranj.si.


2. Fill out the form and prepare the package

Complete the product return form in full and pack the product properly. A returned product has to be packed in its original packaging, with original labels, undamaged, unused and with the original invoice. The product should also be packed in additional protective packaging that will protect the original packaging (e.g. cardboard box). Address the package to: Tourism and Culture Board Kranj, Glavni trg 2, 4000 Kranj.


3. Refund costs

Shipping costs are covered by the sender, unless otherwise agreed in advance. We do not accept cash-on-delivery packages.


4. Product replacement or refund

Once the package is delivered to our company’s registered office, the product is inspected for any damage or irregularities and then a new product is sent to the customer or the purchase price is returned in the value of the previous order. You can expect a new product or a refund within 10 working days.


I would like to change my order. How can I do this?

If you wish to exchange an item from your order for another item with the same price, please notify us immediately at info@visitkranj.si. Orders are usually processed within 12 to 24 hours. Once your package is ready to be sent from our warehouse, it is unfortunately no longer possible to change the order.



What do I do if I receive a damaged package?

If the goods are damaged during delivery (exterior of the package), then you should IMMEDIATELY write a record of complaint together with the courier. The courier will make a report on the spot in which they will describe the damage to the shipment. In case of hidden damage, you are obliged to notify the delivery service in writing within 8 days from the date of receipt, and prior to that, you should communicate with us to find out whether the damage occurred during the time when the package was being delivered.


Do you maybe have a question we haven’t answered here? Send us an email to info@visitkranj.si and we will be happy to help you.