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Frequently asked questions
Frequently asked questions
Frequently asked questions
Frequently asked questions>

Frequently asked questions

Shopping at Treecelet.com

How do I place my order?

You can place an order through the Treecelet online shop as a guest or as a registered user. To do this, first search for the product you want in the online shop. You can do this by using the search engine or by using the different categories that can be found in the navigation bar.

If you have selected the product you want to buy, click on the Add to basket button to add it to your shopping basket. You can continue shopping and add other products to your basket or click on the basket icon in the right corner and select Checkout.

This will open a summary of your basket, where you can check again which products are in your basket and the total amount of your order. If you have a promotional discount code, you can enter it in the last field in the Shopping Cart where it says Coupon. By checking the code on the Arrow next to it, it will automatically be added to your order and the order amount will be reduced. If you agree with your order, click Continue to checkout.

*To place an order as a registered user click on the person icon in the top right corner and log in. You can log in with your email address or with your Facebook and Google account. You can also purchase as a guest without registering. You will be able to enter your details after clicking Continue to checkout in your shopping cart. If you create an account with us, you will also be joining our sweet Chocoholics Club.

If you decide to make a quick purchase without registering, please do so by entering your details in the empty fields in the Checkout step. You can also choose a different delivery address for gift sending here. This is followed by the Shipping selection step. You have the option of delivery by Post Slovenia or DPD. This is followed by the payment selection box. You can choose between PayPal, Credit Card or Cash on Delivery. After selecting your method, you can finally confirm your order by clicking on the Submit Order button.

Immediately after placing your order, you will receive a message to your email address informing you that your order has been successfully placed.* If you use Gmail, our messages are located under the Promotions tab.

Can I save my shopping cart?

If you add some products to your shopping cart while you are shopping and then leave the online shop, the products will be waiting for you until you return to the online shop. Great, right? So you can pick up where you left off. Unfortunately, this doesn''t mean that the products are reserved in any way, so someone else can buy them in the meantime.

How do I take advantage of a promotion?

You can enter the promotional code in the first step of the checkout process, where your basket is summarised. In the top right-hand corner, there is a Promo Code window where you can enter it. Please make sure that the promo code is entered correctly, taking into account upper and lower case letters and any characters. Incorrectly entered promo codes will not be detected by the system.

Where can I see my past orders?

If you are a registered member of the Treecelet online shop, you can view your past orders in your user profile under the My orders tab.

Has my order been accepted?

When placing an order, the customer always receives an order confirmation email to the email address provided at the time of placing the order. If you did not receive this message, your order may not have been successfully placed. If you are unsure whether your order has been placed, please email us at support@treecelet.com and we will check.

*If you use Gmail, our message is probably under the Promotions tab.

How can I pay for my order?

The online shop offers several different payment options. You can pay for your order during the checkout process by credit card or PayPal. If this is not convenient for you, you can also choose to pay cash on delivery during the purchase process.

In the case of cash on delivery, you pay for the package at the Post Office or to the postman when he brings the package to you. For cash on delivery there is an extra charge of €1.

Can I send the package as a gift to another address?

There are many products in our product range that are suitable for gift giving. We have therefore given you the option of choosing a different delivery address. During the ordering process, you select the option Deliver to another address and enter the details of the recipient in the fields. In this case, a prepayment (credit card or Paypal) is required for the order to be paid and the recipient receives only the products.


I am in a hurry to get the product delivered - can I get the product faster than stated in my order/website?

The delivery times quoted for products on our website are reasonable and as realistic as possible and the delivery times quoted should be taken into account.

How do I check the stock of a product?

You can find information about the stock of the product and the delivery time of the product on each product page. The product may state that it is in stock with us or that it is out of stock.

Please note: If you add products with different delivery times to your basket, the longest delivery time will of course be taken into account.


Shipping

What is the status of my order?

We will always notify you of changes to the status of your order via e-mail so that you can keep track of the progress of your order. This way you will receive a notification when your order has been successfully accepted for processing and when the parcel has been dispatched. If you receive notification that your package has been dispatched, the package will most likely be with you the next working day or the day after at the latest.

You can also check the status and processing of your order in your user account (if you have registered) by clicking on My orders.

Where is my package?

When you receive notification that your parcel has been sent, it will most likely be with you the next working day or the day after at the latest.* If you left us your mobile number when you placed your order, Post Slovenije will send you a tracking number when you receive your parcel so that you can follow the journey of your parcel. You can also find the tracking number in your account on our website in the individual order.

*If you use Gmail, our emails can be found under the Promotions tab .

For any other questions regarding delivery problems with your order, you can always contact us at support@treecelet.com and we will be happy to help you.

When will I receive my order if I order today?

You can check the delivery time of your order in your user account (if you have registered). You can find the delivery time of each product on each product page under the Add to basket button. Clicking on the arrow icon will open an additional explanation showing when the package is expected to arrive.

If you need the products quickly, please take a look at the In Stock category, where you will find the products that we currently have in stock in our warehouse.

How will my parcel be delivered?

Your parcel will be delivered by Slovenia Post. You will be notified by email when your parcel has been dispatched.* For information on the delivery times of the products you have ordered, please check the delivery times for each product individually next to the Add to Cart button. There you will find information on when the product is expected to be delivered.

* If you use Gmail, please check the promotions tab, where our messages are often hidden.

How much does delivery cost?

Delivery via GLS/DPD costs 5,90€ (incl. VAT), delivery via Poste Slovenija costs 3,90€ (incl. VAT). For all orders over 50€, delivery is FREE.

What if I''m not home at the time of delivery?

Our parcels are delivered by Post Slovenia or DPD delivery service. If you are not at home at the time of the postman''s visit, the postman will leave a note in your mailbox so that you can pick up the parcel at the Post Office or DPD locations. If you have left your mobile number when ordering, the delivery service will keep you informed about the status of your parcel.

If you have been notified by email that your parcel has been dispatched, and a day or two later it is still missing, please contact us at support@treecelet.com to find out where it is.

Will the products be damaged in transit?

For all shipped orders, we make sure that the products are adequately and sufficiently protected with large air bubbles to minimise the possibility of damage to the item.

I did not receive my order within the time specified in my order, now what?

If your order has not reached you within the delivery time of the products ordered, please contact us at support@treecelet.com as soon as possible to check where your order is stuck.

If you use a Gmail mailbox, please also check your Promotions folder for any notifications from us regarding your order.

Where can I pick up my order?

Unfortunately we are not able to collect your order in person. Our products are available in various physical stores. For a list of products and outlets where our products are available, please >>HERE<<.

Complaints

The package arrived damaged. What now?

Unfortunately, despite our best efforts, there are times when a shipping accident may occur and damage your package and product. If the package is physically damaged, missing contents or shows signs of opening, the customer should initiate a claim with the delivery service we currently use. To do this, please inform us of the incident (via email support@treecelet.com) and we will explain the further complaint procedure with the current delivery service.

To make a damage claim, you must keep the original packaging (the package in the same condition as you received it, without adding, removing or altering anything) and then prepare a Damaged Shipment Record with the delivery service. A receipt is also required for the claim. We will work with the delivery service to ensure that the claim is resolved as soon as possible.

What is the return process?

If you are not satisfied with the products you have ordered or if you wish to withdraw from the contract (purchase) for any reason, please let us know within 14 days of receipt of the products (in writing or by e-mail: support@treecelet.com - You can find the Withdrawal Form here. You must then return the goods to us within 14 days of the message, unchanged in quantity and undamaged, to the address: Moja Čokolada d.o.o., Savska loka 21, 4000 Kranj). Even if you return the goods within 14 days of receipt of the goods, this will be deemed to be a message of withdrawal from the contract.

The costs incurred in returning the goods shall be borne by the buyer. Returned products should be unused, undamaged and in their original packaging. You must enclose a copy of the invoice with your return. No other method of return is possible at our expense. We do not accept returns with a ransom note!

You can also find more information in our General Terms and Conditions.

Products received in error

You can make a complaint if the goods do not have the characteristics stated on the Treecelet website, if we have sent you the wrong products, in the wrong quantity, colour or if the products otherwise deviate from your order. You may make a complaint within 14 days of purchase by writing to us at support@treecelet.com for further information.

In the event of a complaint, you may request replacement, repair or refund of the purchase price. In the latter case, you must return the goods in unchanged quantity and undamaged to us at Moja Čokolada d.o.o., Savska Loka 21, 4000 Kranj) within 14 days of the notification. Even if you do not return the goods within 14 days of receipt of the goods, this shall be deemed to be a notice of withdrawal from the contract.

The costs incurred in returning the goods shall be borne by the buyer. Returned products should be unused, undamaged and in their original packaging. You must enclose a copy of the invoice with your return. No other method of return is possible at our expense. We do not accept returns with a ransom note! You can also find more information in our General Terms and Conditions.

To which address do I return the products?

You can return the products to our warehouse Moja Čokolada d.o.o., Savska Loka 21, 4000 Kranj.