Product damage during delivery

If your order was delivered by Gold Express

If the package was delivered to you by Gold Express and you find that the item or physical shipment is damaged, missing contents or showing signs of being opened, you can file a claim for compensation. Damage must be reported within 7 calendar days from the date of receipt of the package to the e-mail address spa@jjana.si or by phone at +38670 700 805. When reporting the damage, we will also need photos of the package, (inner) packaging, damaged item, Gold express stickers and a description of the damage. You can also arrange with the clerk to pick up the damaged package at your address.

If the order was delivered to you by Pošta Slovenije

If, upon receiving the shipment, you noticed that the item or shipment is physically damaged, its contents are missing, or it shows signs of being opened, you can file a compensation procedure yourself with Pošta Slovenije. If you initiate the process yourself, you should do so by bringing the shipment (packaging + contents) to your parent Post Office, which delivered the item, no later than 30 days after receiving the shipment. At the Post Office, it is necessary to fill out a Record of Damaged Shipment, which you must also sign. After receiving all the necessary documentation, a claim for compensation is submitted to Pošta Slovenije.

If you want to initiate the process through us, please contact us at +38670 700 805 or at the email address spa@jjana.si, where you will agree with our clerk to pick up the damaged package at your address, where you will also fill in the Record of Damaged Shipment when the package is picked up by the postal employee. When reporting damage, we will also need photos of the package, (inner) packaging, damaged item, shipping label and a description of the damage.

The request at Pošta Slovenije is considered by a commission and based on the answer or approval, the buyer is refunded the purchase price or orders a new item. We strive to resolve the compensation as soon as possible.

WARNING: TRANSPORT DAMAGE CANNOT BE CLAIMED WITHOUT THE ORIGINAL PACKAGING!

Frequently Asked Questions

Should I pick up an item I suspect is damaged?

If the product has damaged packaging, but it does not appear that the product inside is damaged, then you can accept the order and inform the delivery person about the damage to the packaging. We suggest that you and the delivery person write a report together. If you suspect that the product is damaged, do not accept the order and contact us. 

What do I need to start the procedure for a damaged shipment?

When reporting damage, we will need photos of the package, (inner) packaging, damaged product, a photo of the Gold Express/Pošta Slovenije postal label and a description of the damage, invoice or order number.</p >

How soon should I notify the delivery person about a damaged shipment?

Gold Express: v  7 calendar days from the date of receipt of the package to the e-mail address spa@jjana.si or by phone on +38670 700 805.

Pošta Slovenije: within 30 days from receiving the shipment at the nearest post office.

In case of problems, call us on +38670 700 805 or write to us on spa@ jjana.si.