Shipping Policy

Effective Date: October 8, 2026

This Shipping Policy applies to all orders placed on the official e-commerce website of VIP PROM d.o.o, accessible at www.vippromdoo.com. As a small, passionate team based in Zagreb, Croatia that specializes in bringing practical, well-made bathroom essentials to your daily living space, we have designed this policy to be fully transparent, customer-centric, and aligned with our founding mission of delivering simple, durable products with no overpriced designs or unnecessary extra costs. It lays out all clear terms related to order processing, delivery timelines, shipping fee structures, order tracking, delivery guarantees, and special shipping arrangements so every shopper knows exactly what to expect when placing an order with us. Our customer care team is available Monday to Friday, 10am – 9pm CET to assist you with any shipping-related questions at any point.

1. Order Processing Timeline

Once you successfully complete your checkout on our website, our in-house team will begin processing your order within 24 business hours, excluding weekends and official Croatian public holidays. Every order goes through three strict pre-shipping checks: we first confirm real-time stock availability of all your selected items from our Zagreb warehouse, then conduct a full quality inspection to make sure your chosen bathroom essentials (from soap dishes, shower heads, toothbrush holders, towel hooks to all other products in our New Arrivals and full product catalog) are free of manufacturing defects, and finally secure your items in shock-resistant, eco-friendly packaging that prevents damage during long transit.

For orders that qualify for our complimentary gift packaging service (all orders with a total value over €150), our team will carefully arrange your products in our signature decorative packaging before dispatch, and add a handwritten thank-you note to your parcel at no extra cost. You will receive an immediate order confirmation email at your registered email address the moment your payment clears, and a separate shipping notification email as soon as your order is dispatched from our warehouse.

2. Shipping Coverage and Fee Structure

We offer reliable, tracked shipping services to all destinations across Croatia, as well as all member states of the European Economic Area (EEA), with a tiered, transparent pricing system that keeps shipping costs fair and accessible for every customer:

• ‌Domestic Croatia Shipping‌: Standard tracked shipping for all addresses within Croatia costs 3.99€, and is completely free for all orders with a subtotal value of 50€ or higher. Typical delivery time for domestic orders ranges from 1 to 3 business days after dispatch.
• ‌Neighboring EU Countries (Slovenia, Hungary, Bosnia and Herzegovina, Serbia)‌: Standard tracked shipping to these destinations costs 6.99€, with complimentary free shipping available for all orders over 75€ in subtotal. Delivery usually takes 2 to 5 business days after the order leaves our Zagreb warehouse.
• ‌Rest of EEA Destinations‌: Standard tracked shipping for all other EEA countries is priced at 9.99€, with free shipping automatically applied to all orders with a subtotal of 100€ or more. Estimated delivery timelines for these regions range from 3 to 7 business days post-dispatch.

If you require expedited express shipping for urgent needs, you can select our priority courier service at checkout for an additional fee of 12.99€ for all eligible destinations, which cuts total delivery time down by 50% from the standard timeline for your region. You can view the exact shipping cost applied to your order in real time on the checkout page before you submit your payment, with no hidden processing fees or surcharges added at any point.

3. Order Tracking and Delivery Process

The moment your order leaves our facility, we will send you a full shipping notification email that includes your unique parcel tracking number, as well as a direct link to monitor your package’s real-time transit status on our trusted logistics partner’s platform. You can use this tracking number to check your parcel’s location at any time, no account login required.

Our courier team will make three separate delivery attempts to the delivery address you provided at checkout. If no one is available to receive the parcel on the first attempt, the courier will leave a physical notice at your address with contact information to reschedule a delivery time that fits your schedule, or direct you to the nearest local pickup point to collect your parcel in person. If all three delivery attempts are unsuccessful and we do not hear from you to arrange alternate delivery within 14 calendar days from the first delivery attempt, your order will be returned to our Zagreb warehouse. In this scenario, you will be responsible for covering the cost of any subsequent re-delivery fees if you wish for us to resend the order to you.

All customers are required to inspect the external condition of their parcel and the contents of their order immediately at the moment of delivery. If you notice any obvious shipping damage to the packaging, or any items in your order are missing or incorrect, please note the damage on the courier delivery confirmation form and contact our support team within 48 hours of delivery at softly@vippromdoo.com, attaching photos of the damaged parcel and affected items. Our team will resolve the issue quickly by arranging a free replacement shipment, or processing arrangements aligned with our Refund and Returns Policy, at no extra cost to you.

4. Special Shipping Arrangements and Limitations

We do not process shipping to destinations outside of the EEA at this moment. Customers placing orders from EEA countries other than Croatia do not need to pay any extra customs duties, import taxes, or handling fees on top of the listed product prices and shipping fees at checkout, as all relevant cross-border import costs are pre-included in our shipping pricing structure. There will be no surprise additional charges upon your parcel arriving at your local destination.

We do not offer PO box delivery services at this time, as our courier partners cannot provide signature confirmation and reliable delivery verification to PO box addresses. Please make sure you provide a complete, accurate physical residential or commercial delivery address and a valid local contact telephone number at checkout, to avoid delivery delays or lost parcels. If you enter an incorrect delivery address during checkout, please contact our team immediately at +385 91 602 3867 before your order is dispatched, and we will update your delivery details for free. Once your order has left our warehouse, we cannot modify the delivery address, and you will need to coordinate directly with the courier partner to adjust the delivery location.

5. Delayed, Lost or Damaged Parcels

We guarantee full coverage for parcels that are confirmed lost during transit by our logistics partner. If your order has exceeded 150% of the estimated delivery timeline for your destination, you can reach out to our support team, and we will launch an official investigation with our courier partner. Once the parcel is formally confirmed as lost, we will offer you the choice of a free full re-shipment of your entire order, or full store credit equal to the complete value of your order, no extra charges required.

Force majeure events including extreme adverse weather conditions, official public transport disruptions, customs administrative delays, or unexpected industrial action that is out of our reasonable control may occasionally extend delivery timelines slightly. In these rare situations, our team will proactively notify you of the delay via email, provide regular updates on your shipment status, and work closely with our courier partners to get your order to you as quickly as possible. We will never cancel your order due to a force majeure delay without your explicit prior consent.

6. Contact Information for Shipping Inquiries

If you have any questions about shipping timelines, fees, tracking, or special delivery requests, you can reach our dedicated customer care team through the following official channels:
VIP PROM d.o.o.
Registered Address: Radnička cesta 40, 10000 Zagreb, Croatia
Contact Email: softly@vippromdoo.com
Contact Telephone: +385 91 602 3867

Our team will respond to all shipping-related inquiries within 2 business days during our standard operating hours. We reserve the right to update this Shipping Policy periodically, and all revisions will be posted publicly on our website www.vippromdoo.com with an updated effective date clearly marked at the top of the policy page.