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General company information

Name: Koloid d.o.o.

Prva pruga 7, Belgrade, Zemun

Company number: 20509791
VAT: 106004690
Website: www.koloid.rs
Contact telephone: +381 64 6356 184

Contact email: [email protected]

 

Exact description of goods and services offered

When searching for a product, in order for you to make an informed purchase, we have endeavoured to provide as detailed a description of our products as possible. Product descriptions and the related FAQs may be found next to the photo of each product displayed in the web shop. If you need any additional information, do not hesitate to contact us by email at [email protected], and we will answer your query as soon as possible.

 

Contact information

Email: [email protected]

Contact telephone: +381 64 6356 184

Note: The primary means of communication with Koloid is email. We respond to emails as soon as possible, but no later than 24 hours following receipt of a query. Orders via the web shop only, no telephone orders accepted.

 

Ordering

Orders are sent only through our web shop on the website koloid.rs. Owing to that, you can order at any time, and you will instantly receive an automatically generated email, including the details of your order.

 

Payment

  • On delivery in cash (only for orders in Serbia)
    • Payment cards on the website (for all orders).

 

Delivery of goods and restrictions

 

Delivery in Serbia:

Delivery throughout the Republic of Serbia costs RSD 250.

We ship on Mondays and Thursdays. Parcels shipped to the Belgrade area will be delivered same day – i.e. that Monday or Thursday. It is possible, although very rare, that a parcel shipped to the Belgrade area will be delivered next day (Tuesday or Friday), and the courier will notify the customers of such delay. Parcels to destinations outside Belgrade are also shipped on Mondays and Thursdays. Parcels shipped on a Monday will be delivered next day i.e. Tuesday.

 

Parcels shipped on a Thursday will certainly be delivered on Friday, however there is a possibility that they will be delivered on Saturday, depending on the courier’s load. On holidays (New Year’s, Christmas, Easter, International Labour Day (1st May) etc.), parcels will be collected by the courier on the first business day after the holiday. In addition to the order confirmation, we email detailed estimated delivery details to each customer, including the courier’s phone number in case of delivery issues.

 

Since its launch, Koloid has trialled numerous courier services in the search for a sound, courteous, efficient and cost-effective service, conscious of the fact that our delivery partners are a reflection of Koloid’s business. You can track your parcels using the unique shipping code, which we will email to you after the courier collects the parcel.

 

Our courier partner in Serbia is Makart. If you know that you will be at the delivery address at a particular time, please state the time best suited to you when ordering (e.g.: deliver the parcel no later than noon as I won’t be available afterwards) and we will communicate your wishes to the courier. Unfortunately, we cannot guarantee that delivery will be made at that time, but in practice such requests are usually accommodated.

 

If you wish to contact the courier directly and agree a delivery time, we will email you the shipping number and the courier’s customer service number to put you in contact with the courier in charge of your area.

 

International delivery:

Koloid ships to the former Yugoslav Republics (Slovenia, Croatia, Bosnia and Herzegovina, Montenegro, North Macedonia) and beyond (see the note). We ship through the Serbian Postal Service to the delivery address on your order. Note: Delivery costs for other countries, non-former Yugoslav Republics, are higher and charged separately, at Serbian Postal Service rates.

 

We will email you the exact delivery costs. Parcels are shipped internationally once a week, on Wednesdays, and the expected delivery time is around 10 days after shipment. You can track the status of your shipment on the Serbian Postal Service website. Delivery costs are prepaid by charging your card, together with the products selected from our web shop.

 

Note: If your country levies customs duties or any other duty for this type of product, you may be charged an import duty. It depends only on customs and other regulations in your country and is beyond Koloid’s control.

 

Currency conversion statement

All payments will be made in the Serbian currency – the dinar (RSD). The amount charged on your credit card will appear in EUR converted into RSD at the current exchange rate of the National Bank of Serbia for that day. When charging your credit card, the same amount is converted into your local currency, at the exchange rate fixed by the credit card associations. As a result, there may be a difference between the amount collected and the amount stated on our website.

 

Privacy Protection

On behalf of Koloid (Koloid d.o.o.) we undertake to protect the privacy of all our users.

 

We only collect necessary, general user information, to ensure punctual delivery of the selected products and to keep customers properly informed, in line with good business practices and with the aim of providing a quality service.

 

All user information is treated as a trade secret and accessible only by employees on a need-to-know basis for doing their job. All Koloid employees (Koloid d.o.o.), as well as its business partners and associates are accountable for adhering to privacy protection principles.

 

Protection of confidential transaction data

On entering payment card information, confidential information is transferred via a public network in protected (encrypted) form, using SSL protocol and PKI system, as the current state-of-the-art encryption technology. Data security during a transaction is guaranteed by Banca Intesa AD Beograd as the payment card processor. Our system has no access to payment card information.

 

Complaints

Email for complaints: [email protected]

Telephone number for complaints: +381 64 6356 184

 

Note: Owing to our operational organisation, we use email as the primary means of communication. If we see a missed call, we will call back as soon as possible. As regards customer care standards, Koloid applies strict criteria – your suggestions are always welcome and any and all complaints will be handled.

 

Before using your product, please examine it closely. In case of any factory damage to a product (e.g. damaged box or bottle), we will accept your complaint. If a product has been damaged otherwise, due to user neglect, we cannot accept your complaint.

You do not need to keep your receipt/invoice in order to make a complaint as Koloid keeps records of its customers to provide the highest standard of service.

 

If you are not satisfied with your product, apart from defect or damage, please contact us for support by email. However, if you wish to return the product, you can exchange it for other products, of a lower or higher value, with a surcharge or refund, depending on the option you choose. For returning a product, without exchanging it for another, you will get your money back, in the same way as you have paid for it (in cash or into the account linked to your payment or credit card. The product you exchange or return MUST NOT BE DAMAGED OR USED (or washed) and MUST BE RETURNED IN ITS ORIGINAL PACKAGING. For product exchanges, the customer bears the delivery costs (shipping in both directions: for a returned product and the new one taken in exchange) or the costs of returning the product.

 

Rest assured we will accept all legitimate complaints and depending on your requests replace the product(s) or give you your money back.

Note: complaints must be received within 7 days of receipt of the shipment.

 

Refund

In the case of returns of goods and refunds, regardless of the reason for the return, Koloid (Koloid d.o.o.) is required to refund the customer who has paid with any of the payment cards, in part or in full, only through VISA, EC/MC and Maestro payment systems, which means that the bank will, at the seller’s request, refund the money to the card holder’s account.

 

Prices

If a customer places an order, but meanwhile the price of the product changes, Koloid will accept the price effective at the time of receipt of the order.

 

 

Thank you for your understanding and patience while waiting for your Koloid products.