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This policy governs the processing, dispatch and delivery of orders placed through the BERHUG online store.
The BERHUG online store is operated by:
Robas d.o.o.
Potoki 8
4274 Žirovnica
Slovenia
Email: narocilo@robas.si
Website: www.berhug.com
We deliver orders to addresses in Slovenia and to other countries available during the checkout process.
Available delivery countries, shipping methods and shipping costs are displayed after entering the delivery address.
If your preferred country is not listed among the available delivery destinations, please contact us at narocilo@robas.si. We will check whether delivery can be arranged individually.
Shipping costs depend on:
The delivery country and address;
The selected shipping method;
The order value;
The weight and dimensions of the shipment;
Any special delivery requirements.
The exact shipping cost is displayed in the shopping cart or during checkout before the order is placed.
Before confirming an order, customers can review the total value of the products, shipping costs, discounts and final amount payable.
BERHUG may offer free or discounted shipping during certain promotional campaigns. The conditions of such offers will be specified on the website or in the relevant promotional campaign.
Free shipping is generally applied automatically when the published conditions are met.
Orders are generally processed on business days, Monday to Friday, excluding public holidays and non-working days.
Orders for products that are in stock are generally prepared for dispatch within 1–3 business days.
The processing period may begin:
After successful payment;
After payment has been received in our bank account for orders paid by pro forma invoice;
After order confirmation when payment on delivery has been selected;
After approval of the text, logo or other content for personalised orders.
Orders are generally not processed or dispatched on Saturdays, Sundays or public holidays.
Orders involving engraving, names, inscriptions, logos or other forms of personalisation generally require additional processing time.
The estimated production time for a personalised product may be indicated on the product page, in the shopping cart, in the order confirmation or in an individual quotation.
Processing begins once:
The order has been successfully placed and paid for;
All information required for personalisation has been received;
The customer has approved the preview, where preview approval is required.
If the customer fails to provide all the necessary information or delays approval of the preview, the production and delivery times will be extended accordingly.
For bulk orders and business orders, the delivery time agreed in the quotation, pro forma invoice or contract shall apply.
Once dispatched, shipments within Slovenia are generally delivered within 1–3 business days.
Delivery to other countries may take longer, depending on the destination country, selected delivery service, customs procedures and other logistical circumstances.
All stated delivery times are estimates and are not guaranteed unless expressly agreed otherwise with the customer.
The total time from placing an order to delivery includes:
Order processing time;
Any additional personalisation time;
Delivery time after the shipment has been collected by the delivery service.
Unless otherwise agreed, we will deliver orders without undue delay and no later than the statutory deadline.
Processing and delivery times may be extended during periods of increased order volumes, major promotional campaigns, public holidays, sales or extraordinary events.
Delays may also occur due to:
Increased workloads at delivery companies;
Adverse weather conditions;
Traffic and logistical disruptions;
Payment delays;
Incomplete or incorrect customer information;
Customs procedures;
Force majeure;
Other circumstances beyond BERHUG's direct control.
If we determine that an order cannot be delivered within the estimated timeframe, we will notify the customer using the email address or telephone number provided when placing the order.
The customer and BERHUG may agree on a new delivery deadline.
If the order cannot be delivered within an additional reasonable period, the consumer may exercise their rights under applicable legislation.
We use one or more contracted courier or postal service providers to deliver orders.
The selected delivery provider may be indicated during checkout, in the order confirmation or in the dispatch notification.
BERHUG reserves the right to select another comparable delivery service if necessary to ensure timely and secure delivery.
A change of delivery provider does not, in itself, affect the agreed order price unless otherwise agreed in advance between the customer and BERHUG.
Once an order has been dispatched, the customer may receive an email or SMS containing a tracking number and a link to track the shipment.
Tracking may not be available for all shipping methods or in all countries.
Tracking information may appear in the delivery provider's system with a delay.
If the tracking link does not work after a reasonable period or the shipment status remains unchanged for several days, please contact us at narocilo@robas.si.
When placing an order, the customer must provide accurate and complete information, particularly:
Full name or company name;
Street and house number;
Postal code and city;
Country;
Valid telephone number;
Valid email address.
The customer is responsible for the accuracy of the information entered when placing the order.
If the customer notices an error in the delivery address or contact information after placing an order, they must notify us as soon as possible at narocilo@robas.si.
We can correct the address only if the order has not yet been dispatched or if the delivery service still allows changes.
If a shipment is returned to the sender due to incorrect or incomplete information, we may charge the customer the actual cost of redelivery before sending the order again.
Once an order has been dispatched, changing the delivery address may not always be possible.
Where the delivery provider allows it, the customer may attempt to arrange changes directly through the delivery service's tracking or management link, including:
Changing the delivery date;
Delivery to another address;
Delivery to a parcel locker or collection point;
Collection from the delivery provider's branch.
BERHUG cannot guarantee that the delivery provider will be able to make the requested changes.
Any additional costs arising from address changes or redelivery shall be borne by the customer where the reason for the change is not attributable to BERHUG.
The customer must ensure that the shipment can be received at the specified delivery address.
If the customer is not available at the time of delivery, the delivery provider may:
Attempt delivery again;
Redirect the shipment to a collection point or parcel locker;
Send instructions for arranging a new delivery date;
Return the shipment to the sender after the collection period expires.
Customers must monitor delivery notifications and collect their shipments within the period specified by the delivery provider.
If the customer fails to collect the shipment, refuses delivery without a justified reason or delivery is impossible due to incorrect information, the shipment may be returned to Robas d.o.o.
If the customer requests redelivery, we may charge the actual cost of the new delivery and any costs associated with returning the uncollected shipment.
Failure to collect a shipment does not, in itself, constitute a valid withdrawal from the contract.
Consumers wishing to withdraw from the contract must clearly notify the company in accordance with the Refund and Return Policy and applicable legislation.
If the order was paid for in advance and the shipment is returned as uncollected, the refund will be handled in accordance with the Refund and Return Policy. Eligible direct costs may be deducted where permitted by applicable law.
For personalised products, refusing or failing to collect the shipment does not automatically entitle the customer to a refund.
We recommend that customers inspect the exterior of the package upon delivery.
If the package is:
Visibly damaged;
Open;
Resealed;
Wet;
Crushed;
Torn;
Or shows any other signs of damage;
the customer should immediately notify the delivery driver.
Where possible, the customer should:
Request a damage report;
Photograph the package before opening it;
Photograph the shipping label;
Keep all external and internal packaging;
Check the condition of the products.
Accepting a shipment without raising an objection does not exclude the customer's statutory rights. However, prompt reporting and photographic evidence can significantly assist in resolving complaints.
If a customer receives a damaged product, they should notify us as soon as possible at narocilo@robas.si.
The notification should include:
Full name;
Order number;
Description of the damage;
Date of receipt;
Photograph of the external packaging;
Photograph of the inside of the package;
Photograph of the damaged product;
Photograph of the shipping label.
The customer should not dispose of the product, packaging or accompanying parts until the complaint has been resolved.
Upon receiving the supporting evidence, we will review the case and inform the customer of the next steps.
If the product was damaged during delivery, we will arrange a replacement, refund or another appropriate solution in accordance with the circumstances and applicable legislation.
If tracking information indicates that a shipment has not moved for an extended period or if it has not been delivered within the estimated timeframe, the customer should first check:
Tracking information;
Email and SMS notifications;
Any notices from the delivery provider;
The parcel locker or collection point;
Whether another person at the specified address has received the shipment.
If the shipment cannot be located, please contact us at narocilo@robas.si.
BERHUG will initiate an enquiry or claims procedure with the delivery provider.
The customer must cooperate with the procedure and, where necessary, provide the requested information or a declaration of non-receipt.
If the shipment is confirmed as lost, we will offer the customer a replacement shipment or a refund.
If the delivery provider's system indicates that the shipment has been delivered but the customer has not received it, the customer should check:
The area around the delivery address;
The mailbox;
Any agreed safe place;
The parcel locker or collection point;
With family members, housemates, reception staff or neighbours;
Delivery notifications.
If the shipment still cannot be found, please notify us as soon as possible at narocilo@robas.si.
We will request proof of delivery from the delivery provider and initiate an investigation.
Each case will be assessed individually based on information from the delivery provider, proof of delivery and information supplied by the customer.
If the customer receives an incorrect product, the wrong colour, an incorrect quantity or an incomplete order, they should contact us as soon as possible at narocilo@robas.si.
Please include:
Order number;
Photograph of the entire package contents;
Photograph of the product received;
Photograph of the product label or identification marking;
A brief description of the missing or incorrect product.
If an error occurred on our part during order preparation, we will arrange an appropriate solution at no additional cost to the customer.
For deliveries outside Slovenia, shipping times and costs vary depending on the destination country.
The exact shipping cost is displayed during checkout.
Deliveries to countries outside the European Union may incur:
Customs duties;
Import taxes;
Customs clearance fees;
Local delivery provider charges;
Other public or administrative charges.
Such costs are generally not included in the product price or shipping cost and are borne by the customer unless expressly stated otherwise when placing the order.
The customer is responsible for checking import requirements, restrictions and duties in the destination country.
BERHUG is not responsible for delays caused by customs inspections or procedures carried out by the relevant authorities.
If an order contains multiple products, it may be delivered in several separate packages due to product availability, different production times or logistical reasons.
The customer will generally be informed of split shipments.
If a split shipment results from a decision made by BERHUG, the customer will not be charged additional shipping costs unless otherwise agreed.
If an ordered product cannot be supplied due to an inventory error or other circumstances, we will notify the customer.
The customer may choose to:
Wait until the product is back in stock;
Select another comparable product;
Request partial dispatch of the order;
Cancel the unavailable product;
Receive a refund for the unavailable product;
Cancel the entire order where the relevant conditions are met.
If the customer chooses a refund, it will be processed without undue delay.
Products available for pre-order are subject to the estimated dispatch date indicated on the product page or in the order confirmation.
The estimated date is indicative and may change due to delays in production, suppliers, transport or customs procedures.
If a significant delay occurs, we will notify the customer.
Customers may cancel a pre-order before dispatch, except where the product is personalised or manufactured specifically according to the customer's instructions and production has already begun.
Different delivery times and shipping costs may apply to business orders, corporate gifts, bulk purchases and personalised products.
These conditions are specified in the individual quotation, pro forma invoice or contract.
If the terms of an individual quotation differ from this policy, the terms of the individual quotation or contract shall take precedence.
BERHUG is not responsible for delays or inability to deliver resulting from events beyond its reasonable control.
Such events may include:
Natural disasters;
Floods, fires or earthquakes;
Extreme weather conditions;
Epidemics;
Wars and civil unrest;
Strikes;
Road or border closures;
Power outages or information system failures;
Supply chain disruptions;
Measures imposed by public authorities;
Other comparable events.
We will notify the customer of any significant delay as soon as reasonably possible and make every effort to fulfil the order within the shortest reasonable timeframe.
To arrange delivery, we may share the personal information necessary to deliver the order with the delivery provider, particularly:
Full name;
Delivery address;
Telephone number;
Email address;
Shipment number or shipment details.
Personal data is shared only to the extent necessary for processing, tracking and delivering the shipment.
Further information on personal data processing is available in the BERHUG Privacy Policy.
For questions regarding order processing, dispatch or delivery, please contact:
Robas d.o.o.
Potoki 8
4274 Žirovnica
Slovenia
Email: narocilo@robas.si
Website: www.berhug.com
When making an enquiry, please provide your order number so that we can check your order more quickly.
Effective date: 29 July 2026
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