General Terms and Conditions

These General Terms and Conditions regulate the online sale of products by Ljubljana Tourism (hereinafter: the supplier). The customer is bound by the General Terms and Conditions in force at the moment of purchase (placing an online order).

The supplier of the products is LJUBLJANA TOURISM, a public entity:

The customer is a legal or natural person who has concluded a purchase contract with the supplier for products on the website (hereinafter: the customer).

Types of users or customers

A user or customer becomes a member of the online store by registering on

Upon registering with the online store, the user receives a username which is the same as their email address and a password. If the user wishes to change their email address or password, they can do so in their account profile.

Unregistered users (guests) can also use the online store to make quick purchases. Registration is not needed for quick purchases.

Accessibility of information

The supplier undertakes always to provide the following information to the customer:

(email address, telephone number),

Range of products and prices

Given the nature of online operations, the supplier reserves the right to change prices and the product range on offer in its online store.  Prices in the online store are the same for registered members and guests. All prices include VAT. Prices are valid at the moment an order is placed and do not have a predetermined validity period.

Orders and prices

The contract of sale between the supplier and the customer is concluded in the online store at the moment the supplier sends the customer the first email confirming the latter’s order. From that moment onwards, all prices and other conditions are fixed and apply to both parties, i.e. the supplier and the customer.

The contract of sale (i.e. the first email regarding the status of the order) is stored in electronic form on the server and is available to customers at their written request.

Dispatch of orders

All orders received on working days 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.

Payment methods

The online store accepts the following methods of payment:


We deliver our products to the following countries:

Orders over €50.00 are shipped free of charge to addresses in Slovenia.

Consumer’s right to withdraw from a contract

Under the Consumer Protection Act, the customer has the right to withdraw from the contract within 14 days without giving any reason. To exercise this right, the customer must inform the supplier of their decision via email (to 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 costs borne by the customer in relation to withdrawal from the contract shall be 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 and personal details. The purchase price will be refunded to the account from which it was paid.  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.

Liability for material defects

The supplier is liable for any material defects that existed at the time the risk passed to the customer, irrespective of whether such defects were known to the supplier. The supplier is also liable for any material defects that appear after the risk passes to the customer if such defects are the consequence of a cause that existed before this. Minor material defects are not taken into account.

Issue of a receipt

Following delivery of and payment for the products ordered, the supplier will provide the customer with a receipt. The price and all costs associated with the purchase are itemised on the receipt.

A notice indicating the supplier’s obligation to issue a receipt and present it to the customer and the customer’s obligation to accept and retain the issued receipt is displayed in a prominent place on the website in the form set out below:

Purchase procedure

I. Selection of product: Select an item on the website and click “Add to basket”. The system will inform you that the item has been successfully added to your basket. If you wish to continue shopping, click “Continue shopping” and return to the online store. If you wish to finish shopping, click “Finish shopping” and the system will take you to your shopping basket.

II. Removing an item from the shopping basket: The shopping basket icon is located in the top right hand corner of the website Click on the icon to see the items you have added to your shopping basket while browsing the online store. If you wish to remove an item from your shopping basket, click on the shopping basket item and then click “Remove” next to the item you wish to remove. If you wish to add an item to your shopping basket, click “Continue shopping”. This will take you back to the online store.

III. Shopping basket: To finish your order, you must complete the required fields.

1. Delivery address: You must provide the required contact details marked with an asterisk (first name, last name, email address, street address, town, post code, country and telephone number). These are needed in order to confirm and complete the order and deliver the product(s).

The form also allows the user to create a user account so that their details are already stored in the system when they make their next order.

2. Delivery charges:

We effect deliveries in conjunction with our partner Pošta Slovenije. The cost of postage depends on the weight of the product and the delivery destination. Postage rates are applied in accordance with Pošta Slovenije’s price list and are shown in the shopping basket before confirmation of the order.

Orders over €50.00 are shipped free of charge to addresses in Slovenia.

3. Payment method: You can choose from the following methods of payment: debit or credit card, PayPal or payment by pro forma invoice (UPN order).

4. Review your order: Review the products you have added to the shopping basket while browsing the online store. The price of each product, postage, VAT and total due are all visible in the shopping basket before the order is completed.

5. Completion of order: Before confirming your order you can check the delivery details you have supplied, the payment method you have chosen and the content of your shopping basket. Confirm the order by clicking “Place order”. If the order is successfully completed, you will see the message “Your order has been successfully placed. Thank you for your purchase! Your order number is: xxxx.”

Legal notice

The website and all information contained therein, pictures of items and graphic/video elements of the website are protected and may not be reproduced or used without prior written consent.

Limitation of liability

The online store tries to the best of its ability to ensure that the information published on its website is accurate and up to date. Despite these efforts, the characteristics of articles, delivery times and prices can change so quickly that is sometimes unable to correct the information on the website in time. In such cases, will notify the customer about the changes and offer them the opportunity to withdraw from the contract or exchange the merchandise ordered.

Exclusion of liability

We reserve the right to disable the website or prevent access to it because of technical or other problems and for maintenance, which also means disabling or impeding the use of the online store. In the case of technical problems with the website, we reserve the right to cancel orders placed that are affected by a technical fault. In the event of cancellation of orders, we will inform you in the shortest possible time and advise you on subsequent steps. Ensuring adequate protection of your own equipment (with antivirus software, etc.) before accessing and using the website is your own responsibility.

 The customer must ensure the adequate security and confidentiality of the data used to register on the website (email address, password).

Complaints and disputes

If the customer has a complaint, they should submit it via email to The supplier will confirm receipt of the complaint within five working days, inform the customer how long it will take to process the complaint, and keep the customer informed about the progress of the complaint procedure. The complaint handling procedure is confidential.

The supplier follows applicable European consumer protection legislation and is endeavouring to establish an effective system for processing complaints, including the appointment of a person whom customers can contact by phone or email in the event of problems.

The supplier strives to ensure that all disputes are resolved amicably. If this is not possible, disputes between the supplier and a customer will be adjudicated according to the law of the Republic of Slovenia, without application of the rules on private international law and procedure. In the event of a dispute between the parties, the court with territorial and substantive jurisdiction in the location of the supplier’s registered office shall be competent to settle the dispute.

Privacy protection policy

Ljubljana Tourism respects your privacy and will only use your personal data for the stated purposes. We will carefully protect your personal data in accordance with personal data protection legislation (EU Regulation 2016/679 (GDPR) and Slovenia’s Personal Data Protection Act (ZVOP-1)), personal data protection rules and our own internal regulations. You can find more information about our privacy protection policy here.