Frequently asked questions
How can I pay in the online shop?
You can pay by PayPal or by pro-forma invoice (bank transfer). VAT registered companies from the EU (except Slovenia) can also choose a pro-forma invoice without VAT.
Do you have a physical shop?
We do not have a physical shop at the moment, so all purchases are made through our online shop.
How can I cancel my order?
To cancel your order, reply to the order summary you received by email and let us know that you want to cancel it.
An order can no longer be cancelled once it has been dispatched.
Can I add products to my order?
If you forgot to order something, place a new order, mention it in the comment and let us know so that we can hold your first order in time. If possible, we will combine the orders; otherwise you will receive a second parcel, for which delivery is charged again.
How long does delivery take?
We process and dispatch orders within 4 working days, and we always try to do it as quickly as possible. The delivery time after dispatch depends on your country.
Which delivery service do you use?
Orders outside Slovenia and Croatia are delivered by GLS.
Where is my parcel? Can I get a tracking number?
When your parcel is dispatched, you receive an email with the tracking number, so you can check where your parcel is.
Which countries do you deliver to?
You can see the countries we deliver to in the checkout, when you choose the delivery address.
Can I get documentation for the products I order?
If you are a company, we will send you the necessary documents on request.
We will do our best to send them as soon as possible. In November and December it may take longer.
Can we get samples?
Since we already offer our raw materials in small quantities, we do not send samples.
Do you sell to companies? Is there a discount for larger quantities?
Yes and yes. Write to us and we will see what we can agree on.
What should I do if something is missing from my parcel or a product is damaged?
Write to us by email, preferably as a reply to your order summary, and describe what happened. Our complaints department will reply and agree with you on the next steps.
Can the raw materials you sell be used in food?
Our ingredients are intended for cosmetic use.
Although some of our ingredients are of food grade, we are registered only for the sale of cosmetic products.
Do you develop cosmetic formulations or make cosmetics to order? Do you sell finished cosmetics?
Not at the moment.
When can I call you?
We are available Monday to Friday from 9 am to 1 pm (CET).
+386 41 762 476 – accounting, information about invoices and orders
+386 70 708 148 – advice, complaints, help with ordering and other information
What is Tovarna Organika?
Tovarna Organika is an online shop offering a wide range of different and innovative raw materials that follow global trends, in quantities suitable both for making cosmetics at home and for professional users. We believe it matters which raw materials we use to care for our skin. That is why we are proud and happy to work with enthusiasts and home makers as well as small boutique companies, cosmetic formulators and larger manufacturers.
How do you pack orders?
To avoid burdening the environment unnecessarily, we pack and protect the products we send with materials available to us locally. We reuse newspapers, leaflets, cardboard boxes and other materials that we receive with our own deliveries.
Who is Listko, our mascot?
Listko was »born« from the T of the Tovarna Organika logo. He stands for our support to you and to all of nature, the plant and animal world. He is a guide, an adviser and a right hand to everyone bringing their creative ideas to life.
