General terms and conditions of purchases on the Festina online store

The General Terms and Conditions represent the framework of mutual cooperation with customers and are based on Slovenian legislation and the business policy of the company Festina lente d.o.o. You can read more more below.

  1. Offer validity and pricing
  2. Orders
  3. Delivery of goods
  4. Right to withdraw (goods return) from the contract
  5. In which case (goods return) withdrawal from the contract is not possible
  6. Invoices
  7. Warranty and quality
  8. Privacy
  9. Validity of this Statement


Offer validity and pricing

The prices are listed on the Festina store website and apply to all customers on the day of purchase, ie on the day of placing the order in the online store. The seller reserves the right to change prices without prior notice. Prices include VAT.


All orders placed in the online store will be treated as binding and irrevocable. If the buyer finds that an error has occurred, he can cancel the order at no additional cost in the period from the order to the receipt of an electronic notification that the ordered goods have been shipped. Upon receipt of the notification that the ordered goods have been shipped, it is no longer possible to cancel the order. The seller reserves the right to reject the buyer’s order if he finds that he cannot handle it properly under the stated conditions. The seller undertakes to start activities immediately upon receipt of the order in order to ensure the delivery of the ordered goods to the buyer as soon as possible.

Delivery of goods

For each item in the online store, the delivery time of the goods and the approximate delivery cost are stated. The prices listed on the website do not include shipping costs. The cost of delivery is calculated when placing the order. Almost all items in the online store are in stock, and we deliver them to the customer within 24 to 48 hours. (valid for Slovenia)
When buying goods from customers in other EU countries, delivery prices are different and delivery times are correspondingly longer, depending on the terms of the delivery service.

Package distribution: Packages are delivered by package distribution of Pošta Slovenije or DPD, which deliver most packages the next working day. (Applies to Slovenia) We use the Pošta Slovenije service: business package, small business package  with tracking, which means that shipments are insured under the distribution conditions of Pošta Slovenije. DPD CLASSIC service is used under the general conditions of the DPD delivery service. Each shipment of goods is adequately secured and provided with a tracking number.
If the buyer places the order by 1 pm and the ordered goods are in stock in full, we will probably ship the goods on the same day, otherwise the next working day. If the item is not in stock, we inform the customer and offer a possible alternative.

If the received quantity of goods does not comply with the data on the delivery note or invoice, the buyer is obliged to inform the seller in writing immediately upon receipt of the goods or. no later than the next working day. A complaint opens in the My Account menu, which identifies what is inconsistent with your order. In the event of visible damage that occurred during transport, the buyer is obliged to notify the seller as soon as he finds out the damage, or no later than 2 days after receipt of the goods. If damage to the package is already visible on the outer packaging, this must be immediately reported to the delivery service that delivered the package. The seller is not responsible for delays in the delivery of goods if they occur by the delivery service

The right to withdraw from the contract- return policy

The consumer (this applies only to persons who acquire the item for the purposes of their own use, does not applie to companies) has the right to notify the seller within 14 days of receipt of the items that he withdraws from the contract without having to state the reason for his decision. A complaint opens in the My Account menu, where it is defined what is inconsistent with your order or that you want to return the item. The deadline starts one day after the date of receipt of the items.

Withdrawal from the contract must also be notified by the consumer to the seller’s e-mail address: in the form of a withdrawal from the contract. The form for withdrawal from the contract of articles is attached to the shipment with the goods you received, or here: Return form Festina lente store en

In case of withdrawal from the contract, the consumer returns the received item to the company’s address: Festina lente d.o.o., Trg revolucije 7c, 1420 Trbovlje. The return of the received items to the company within the deadline for withdrawal from the contract is considered a notice of withdrawal from the contract.

The consumer must return the item to the seller undamaged and in the same quantity, unless the item is destroyed, damaged, lost or its quantity has decreased without the consumer’s fault. The consumer may not use the items without hindrance until the withdrawal from the contract. The consumer may inspect and test the articles to the extent strictly necessary to establish the actual situation. The consumer is liable for a reduction in the value of the goods if the reduction is the result of conduct not necessarily necessary to establish the nature, characteristics and functioning of the goods.

The only cost for consumer when returning the goods are shipping costs to returned adress (which in the case of shipping is charged according to the price list of the delivery service and depends on whether it is a shipment / package / cargo). Here we are talking about a returnig and refund for no particular reason, i.e. refunds due to receipt of damaged, defective goods or if the product has a defect are treated differently. In such a case, the cost of returning the goods to the trader is free of charge for the buyer.
The item must be returned to the seller no later than 14 days from the notification of withdrawal from the contract (purchase).

Reimbursement of payments made, including delivery costs (except for additional costs due to the choice of delivery type, which is not the most affordable standard form of delivery offered by the company) will be made as soon as possible, but no later than 14 days after receipt of notice of withdrawal . The company returns the received payments to the consumer with the same means of payment as used by the consumer.

Withdrawal from the contract (goods return) is not possible:

  • for goods or services the price of which depends on fluctuations in markets over which the company has no control and which may occur within the withdrawal period;
  • for goods which are manufactured to the exact instructions of the consumer and adapted to his personal needs;
  • for goods which, by their nature, are not suitable for return, are perishable or expire quickly;
  • for the service provided, if the company fulfills the contract in full and the service was started on the basis of the consumer’s explicit prior consent and with the consent to lose the right to withdraw from the contract when the company fulfills it in full;
  • sealed audio or video recordings and computer programs if the consumer has opened the security seal after delivery;
  • sealed goods which are not suitable for return for health or hygiene reasons if the consumer has opened the seal after delivery; when buying food for small animals, if the packaging is open or damaged;
  • goods which, by their nature, are inseparably mixed with other objects;
  • digital content that is not delivered on a tangible medium if the provision of the service has started with the consumer’s explicit prior consent and consent.


Invoices are issued to the buyer upon receipt of the goods or. the invoice is attached to the goods sent by the delivery service.

Quality and warranty

All products in the Festina lente online store have a warranty from the importer or manufacturer, guaranteed servicing and spare parts in Slovenia. To enforce the warranty and service maintenance, you can contact our service: or call +386 (0) 590 33 100. When claiming the warranty, the warranty conditions stated on the warranty card that accompanies the product apply. The buyer is obliged to notify the seller of hidden quality defects in writing as soon as he finds them or within the warranty period, which applies to individual goods according to established customs in the business world. The seller will resolve all complaints in accordance with the customs of good business practices.

When claiming the warranty, the buyer must, in addition to the item, also deliver the invoice and its warranty card, which states the item in question, the date of delivery and the serial number, if it is entered. Without these documents, acceptance of the item for service is not possible!


The seller undertakes to use all collected personal data only for the purposes of purchase / sale and not to pass it on to third parties.

Validity of this Statement

This document is published on and comes into force on 01.4.2021