Effective Date: July 4, 2026
1. Shipping Philosophy and Commitment
At MILUNIĆ PROMET j.d.o.o., we strive to deliver your e-commerce purchases in a secure, efficient, and timely manner [travel]. We partner with reliable regional and international courier services to ensure that your packages arrive safely at your doorstep [travel]. This Shipping Policy provides clear details on handling times, transit schedules, delivery options, and customs responsibilities.
By placing an order on milunicpromet.com, you agree to the terms and conditions outlined below.
2. Order Processing and Handling Times
All orders are processed and prepared for shipment from our fulfillment center in Croatia.
- Standard Processing Window: Orders are typically processed, packed, and dispatched within 1 to 3 business days (Monday through Friday, excluding Croatian public holidays).
- Cut-off Times: Orders placed after 12:00 PM (CET) on Friday, or during weekends and public holidays, will be processed on the following business day.
- Peak Seasons: During high-volume promotional periods, sales events, or major holidays, processing times may extend up to 5 business days. We will notify you via email if your shipment faces unexpected delays.
3. Shipping Destinations and Restrictions
We ship to customers located within the European Union (EU) and selected international destinations [travel].
- PO Boxes and APO/FPO: We cannot ship to PO Boxes, military bases, or APO/FPO addresses due to courier restrictions. A physical residential or commercial address must be provided during checkout.
- Address Accuracy: The buyer is solely responsible for providing an accurate and complete delivery address. We cannot modify shipping details once the package has been dispatched to the courier.
4. Shipping Methods, Timeframes, and Rates
We offer standard and expedited shipping options to accommodate your delivery needs. Shipping costs are calculated automatically at checkout based on package weight, dimensions, and the final destination.
Domestic Shipping (Within Croatia)
- Standard Delivery: 1 to 3 business days.
- Expedited Delivery: 1 business day (Next-day delivery available for select regions).
- Base Cost: Free local pickup or flat-rate options calculated at checkout.
European Union (EU) Shipping
- Standard Cross-Border Delivery: 3 to 7 business days.
- Express Delivery: 2 to 4 business days.
- Customs: No customs duties apply to orders shipped within the EU single market.
International Shipping (Outside the EU)
- Global Standard Delivery: 7 to 21 business days (depending on destination country and customs clearance speed).
- Express International: 3 to 7 business days via global premium couriers.
5. Customs, Duties, and Import Taxes for International Orders
For shipments sent to countries outside the European Union, the buyer is considered the importer of record.
- Responsibility: All import duties, customs taxes, value-added taxes (VAT), and brokerage fees levied by the destination country are not included in the product price or shipping fee.
- Payment: These charges are the sole responsibility of the customer and must be paid directly to the local customs authority or courier partner upon arrival.
- Delays and Abandonment: We have no control over clearance delays at international borders. If a package is rejected or abandoned by the customer due to unpaid customs fees, we will deduct return shipping expenses and handling fees from any potential refund.
6. Order Tracking and Delivery Confirmation
Transparency is essential to our fulfillment process.
- Tracking Email: As soon as your order is handed over to our shipping partner, you will receive an automated shipping confirmation email.
- Tracking Number: This email will contain a unique tracking number and a direct link to the courier’s online tracking portal.
- Activation: Please allow up to 24 hours for the tracking status to update on the carrier’s network after receiving your notification.
7. Delivery Issues and Missing Packages
We work hard to ensure safe transport, but delivery anomalies can occasionally happen.
Damaged Packages
If your outer packaging arrives visibly damaged, torn, or crushed, please document the damage by taking photos before opening it. If possible, register a formal complaint with the delivery driver immediately, or contact us at mooncove@milunicpromet.com within 48 hours.
Lost or Missing Shipments
If your tracking data states that the package was “Delivered,” but you cannot locate it:
- Check with neighbors, building managers, or family members.
- Inspect safe drop-off locations around your property.
- Contact the local courier branch immediately using your tracking number.
If the package remains missing after 5 business days from the marked delivery date, notify our customer support team. We will open an official investigation with the carrier.
8. Split Shipments
To ensure you receive your items as quickly as possible, orders containing multiple products may occasionally be split into separate packages. If this happens, you will receive distinct tracking numbers for each parcel at no additional shipping cost.
9. Contact Information
If you have any questions regarding our shipping procedures, delivery networks, or specialized shipping requests, please reach out to our administrative logistics office:
- Company Name: MILUNIĆ PROMET j.d.o.o.
- Physical Address: Obala Tome Bakača Erdödyja 5, 44000 Sisak, Croatia
- Support Email: mooncove@milunicpromet.com
- Contact Phone: +(385)98 1609451