Frequently asked questions

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 or for a subscription in the online shop. You can do this by using the search engine or 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 Basket where it says Coupon. By confirming the code on the button 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 choose to make a quick purchase without registration, you can do this by entering your details in the empty fields in the Checkout step. Here you can also select a different shipping address for the gift shipment. This is followed by the Shipping selection step and the payment selection box. You can choose between PayPal and Credit Card. After selecting your method, you can finally confirm your order by clicking on the Submit Order button.

Shortly 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.

If you are a registered member, you can view your past orders in your user profile.

When placing an order, the customer will always receive a confirmation email to the email address provided at the time of placing the order. If you have not received 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.

The online shop offers several different payment options. You can pay for your order during the checkout process by credit card or PayPal.

You can check the delivery prices here. For all orders over 50€, delivery is FREE.

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 a mobile number when you placed your order, the delivery service will send you a tracking number when you receive your parcel, so you can track your parcel''s journey. 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.

If your order has not reached you within the delivery time of the ordered products, 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.

If you are not at home at the time of the visit of the postman, he will leave a note in your mailbox so that you can pick up the parcel at the post office or nearby pick up point. If you have left your mobile number when ordering, the delivery service will also keep you informed about the delivery of your parcel.

If you are not at home when the delivery is made, the delivery driver may leave a note in your mailbox or contact you via mobile number and email to inform you of the location of your parcel.

If you have been notified by email that a parcel has been dispatched and the parcel is still missing a day or two later, please contact us at support@treecelet.com to check its whereabouts.

In case you are not satisfied with the ordered products or you wish to withdraw from the contract (purchase) for any reason, please notify us within 14 days of receipt of the products (in writing or by e-mail: support@treecelet.com - You can find the Withdrawal Form here).Then, within 14 days after the notification, return the goods to us unchanged and undamaged to the address: Moja Čokolada d.o.o., Even if you return the goods within 14 days of receipt of the goods, this shall be deemed to be a 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 read more in our General Terms and Conditions: https://treecelet.com/page/general-terms-and-conditions

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

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 can 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, 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 read more in our General Terms and Conditions: https://treecelet.com/page/general-terms-and-conditions