Frequently asked questions

Can I also buy the products in a physical shop?

All the product ranges presented here are also available at the shop in the Ljubljana Tourist Information Centre. The shop is open every day from 8.00 a.m. to 7.00 p.m.

Can I return products I have bought?

Under the Consumer Protection Act, the customer has the right to withdraw from a contract within 14 days without giving any reason. To exercise this right, the customer must inform the supplier of their decision via email (to shopsouvenirs@visitljubljana.si) within this period.

The customer must return the goods within 14 days at the latest of informing the supplier that they are withdrawing from the contract. Goods must be returned to the following address: Ljubljana Tourism, Krekov trg 10, 1000 Ljubljana. The only cost borne by the customer in relation to withdrawal from the contract is the direct cost of returning the goods or postage.

The customer must return the goods to the supplier undamaged and in the quantity supplied, except where the goods are damaged, lost or reduced in quantity through no fault of the customer. 

When returning products, the customer must also enclose their receipt. The purchase price will be refunded to the account from which the purchase was made. The refund will be effected within 14 days of receipt of the returned goods at the latest. The procedure for withdrawing from a contract is exactly the same for legal persons, except that personal details do not need to be indicated when returning goods.

When can I expect my package to arrive?

All orders placed on a weekday are dispatched the following working day. Orders marked as being paid by pro forma invoice (UPN) are dispatched the day after payment is credited to the supplier’s bank account. Orders placed over the weekend or during public holidays are dispatched the following working day.

How do I know my order has gone through?

How can I pay?

Which countries do you deliver to?

We deliver our products to the following countries:

  • Slovenia (Orders over €50.00 are shipped free of charge to addresses in Slovenia.)
  • EU countries (Austria, Lithuania, Belgium, Luxembourg, Bulgaria, Hungary, Cyprus, Malta, Czech Republic, Germany, Denmark, Netherlands, Estonia, Poland, Finland, Portugal, France, Romania, Greece, Slovakia, Croatia, Slovenia, Ireland, Spain, Italy, Sweden, Latvia)
  • Other European countries (Andorra, Armenia, Azerbaijan, Belarus, Georgia, Iceland, Lichtenstein, Moldova, Monaco, Norway, Russia, San Marino, Switzerland, Ukraine, Vatican City, United Kingdom)
  • USA and Canada
  • Rest of the world

Why haven’t I received an email confirming my order?

It sometimes happens that a confirmation email ends up in the spam/junk mail folder, so it is worth checking there. If your email is not in this folder, it may be that you entered the wrong email address.  

I am unable to complete my order. What should I do?

If you experience problems completing your order, contact us at shopsouvenirs@visitljubljana.si or call us on +386 1 306 4571 (weekdays 9.00 a.m. to 3.00 p.m.) so that we can resolve the problem as quickly as possible and you can proceed with the order.

I have chosen to pay by pro forma invoice (UPN order).  Where do I find the details for the bank transfer?

If you have chosen to pay by pro forma invoice, you will find all the details in the confirmation email. Use the order number as the reference number. The delivery date is calculated from the date of payment of the pro forma invoice.

I have paid by pro forma invoice (UPN order). Do I need to send you confirmation of payment?

No. Your items will be dispatched as soon as the payment appears on our account. We check our account several times a day. Payments usually appear on the account within just a few hours if you pay via online banking or over the counter at a bank. In the case of transfers made via the post office, it may take until the following day for the payment to appear on our account. Orders marked as being paid by pro forma invoice (UPN) are dispatched the day after payment is credited to our bank account. Orders placed over the weekend or during public holidays are dispatched the following working day.

I need an original invoice

When completing your order, enter the details of the company you wish the invoice to be made out to (company name and tax number) and you will receive an original invoice with your company’s details.