Frequently Asked Questions

Do you have questions about payment procedures, about ordering, the delivery, and any complaints regarding goods or returns of goods?


To make your online purchase as stress-free as possible, we have prepared a series of frequently asked questions and answers to them.


If you do not find the answer to your question on this page, send us an email to info@visitkranj.si.


We are happy to help you.


No, you do not need to register, as you can also make a purchase online as a guest. But with registration, shopping might be faster and easier for you, as you will have the option of a quick purchase and an overview of the history of orders, returns and invoices.

If you have problems with your order, please let us know by email to info@visitkranj.si or call out phone number 04 2380 450 (working hours of the Tourist Information Centre) so that we can solve the problem as soon as possible.

Sorry, it is not possible to add a new item to your existing order. Please place a new order for the desired item.

You have received all the information in the confirmation e-mail if you have decided to pay by proforma invoice. Just use your order number for the reference. The delivery time begins on the day of the proforma invoice.


When completing the order, enter all the information about the company for which you want the original invoice (company name and tax number) and you will receive an original invoice containing the details of your company.


Your purchase is successful if you receive a confirmation email after you have placed your order. If you do not receive a confirmation email, please call the phone number of our customer support (Monday to Friday) or complete the form to contact us.

After placing your order, you will receive a confirmation to the email address you provided with your order. If for some reason you did not receive the e-mail, please check the spam folder and add info@visitkranj.si to your list of safe senders. In case you still can't find it, please contact us via e-mail.


You can choose the delivery to another address. Before paying for the products, klick the option “DELIVER TO ANOTHER ADDRESS” located below the form with information about the payer. A new form pops up and this is where you can enter the delivery information. You can edit your addresses also in your user profile.

In the event that no one is at home at the time of delivery, the postman will leave you a notification that a delivery has been made and with this piece of paper you can pick up your package at your local post office.

Orders placed during a working day will be shipped already on the next working day. Orders with an advance payment by proforma invoice are sent the next working day after the transfer has arrived on our bank account. Orders placed during weekends and holidays are shipped immediately the next business day.

Your selected item can be booked in advance at the Tourist Information Centre on the telephone number številki 00386 4 2380 450 or at the e-mail address info@visitkranj.si.

Cancellation of an order

Yes, you can cancel the order, but only if the goods have not yet left the warehouse. We advise you to call our customer service as soon as possible (Working hours of the Tourist Information Centre). However, we would like to remind you that due to the fast processing of orders and because we try to deliver as soon as possible, there is a high possibility that the item has already left the warehouse.


All products that can be seen in the online store are in stock and available in our physical store. The product display in our online store is updated regularly, but sometimes it happens that the product you ordered online was sold in the store at that very moment. In this case, you will be notified that your order had to be cancelled.


Yes, but note that due to different screen settings, the displayed colours may differ slightly from the colours of the product.

For companies and associations

In case you want us to issue an invoice to a sports club, an association or company, please fill in all the necessary information (including the tax number of the club or company) when you place your order and please write in the comment who you want the invoice to be issued to.

Personal data and subscribing to the newsletter

Yes, all information you share with us is confidential within our company. We use it to prepare your purchase and to answer your questions. You can read all the details in our Privacy and Cookies Policy.

How do I subscribe/unsubscribe to the newsletter?

You can subscribe to the newsletter at the bottom of our website or by registering in our online store. This way you will be regularly informed about all our promotions, discounts, news and trends. You can unsubscribe from receiving our newsletter at any time by clicking the Unsubscribe link at the bottom of each email.

Forgotten password

At the bottom of the login form for your user account, click on the link “Forgot your password?” Reset it by entering your e-mail address into the input field that appears next and then click the “SEND” button. We will send password reset instructions to your email address. Follow the instructions in the email and reset your password, which you can then use to log into your online store account and continue purchasing some sweets and interesting things.