Exchange is only possible with a presented receipt as the sole proof of purchase.
All customers have the right to exchange goods, but they are responsible for the shipping costs. Goods can be exchanged within 14 days of receiving the shipment. The customer must request an exchange via email with the subject “EXCHANGE: ORDER NUMBER” within 14 working days of receiving the shipment at iva.pezer@krateks.hr. In the email, the customer should specify whether they want to exchange the product for the same product of a different size or color or for another product from our offer. The product should then be returned to our address within 2 working days of the approved request. Once we determine that the returned product is undamaged and in its original packaging, we will process the exchange. If the product is not in the appropriate condition (unworn and undamaged or with damaged original packaging), the customer will have to pay the shipping cost of €5 for orders within Croatia, €15 for orders within EU or €45 for orders outside EU for the product to be sent back to their home address. If the customer exchanges an item for a higher-value item, they will need to pay the price difference into our account. If the customer exchanges a purchased item for a lower-value item, we will refund the money to the customer’s account. The direct costs of exchanging the goods must be borne by the customer.
Do all customers have the right to exchange?
All customers have the right to exchange products for any items. You must request an exchange within 14 working days from the receipt of the package.
Can a product purchased in the Krates webshop be exchanged for another?
Yes, it can. The customer must request an exchange via email with the subject “EXCHANGE: ORDER NUMBER” within 14 working days of receiving the shipment at iva.pezer@krateks.hr. In the email, the customer should specify whether they want to exchange the product for the same product of a different size or color or for another product from our offer.
Can a product purchased in the Krateks webshop be exchanged for a more expensive one?
Yes, it can! You need to contact us at iva.pezer@krateks.hr to receive instructions for making the payment for the price difference between the two items.
Can a product purchased in the Krateks webshop be exchanged for another in one of the Krateks stores?
You can exchange a purchased product by sending it to our address at Krateks d.d., Žutnica 3, 49 000 Krapina, Croatia, after the exchange request has been approved. Once we receive your shipment, we will send you the new product.
In what timeframe should a product exchange be requested?
A product exchange must be requested within 14 days.
If I decide to exchange a product for a cheaper one, will I receive the price difference back?
Yes, you will. Contact us at iva.pezer@krateks.hr, initiate a product exchange request, and we will inform you about the process of refunding the price difference.