TERMS AND CONDITIONS OF ONLINE SHOPPING
Please read the Terms of Use carefully before using the Alexandar Cosmetics web site. By using our web site, you confirm that you have read, understood, and accepted these Terms of Use. Alexandar DOO reserves the right to change the Terms of Use at any time by making changes to the text. We suggest that you visit this page from time to time and check whether the terms may have changed compared to those that were valid during your last visit.
If you do not agree with the Terms of Use and the Terms of Online Purchase, please do not use this web site. Additional information about the Privacy Policy and the Use of Website Content can be found on the Terms of Use page.
The electronic offer of products published within the web site contains all essential elements relevant to the consumer’s decision to purchase the offered products.
Purchases within the Alexandar Cosmetics web site can be made by individuals and legal entities. You can order the desired products directly by adding them to the cart.
Company information:
Company Name: ALEXANDAR WHOLESALE AND RETAIL TRADE LLC NOVI SAD
Address: Cara Dusana 69, NOVI SAD
Activity: Wholesale trade of perfumery and cosmetic products
Activity Code: 4645
Registration Number: 08723028
VAT Number: 101698569
Website: www.alexandar-cosmetics.com
Contact Phone: +38121 445558
Contact information
Alexandar DOO
tel. +381 21 455 558 (Call Center)
email: [email protected]
Orders
+381 21 2400 109 (8 a.m. - 4 p.m.)
+381 21 2400 110 (8 a.m. - 4 p.m.)
Online Orders (0-24h)
Service and claims
Direct line:
+381 21 2101 332 (8 a.m. - 4 p.m.)
+381 21 2101 333 (8 a.m. - 4 p.m.)
Call center: +381 21 455 558 (8 a.m. - 4 p.m.)
email: [email protected]
Head office and wholesale
Cara Dusana Street 69, 21000 Novi Sad, Serbia
Mon-Fri: 8 a.m. - 4 p.m.
Saturday: Closed
Retail
Mise Dimitrijevica Street 1, 21000 Novi Sad, Serbia
Mon-Fri: 8 a.m. - 8 p.m.
Saturday: 8 a.m. - 3.30 p.m.
DELIVERY OF GOODS
Order delivery in Serbia
Delivery of goods you ordered is performed as soon as possible via following courier services:
D-Express courier service;
Post Express official courier service of Post of Serbia, which provides international parcel delivery;
AKS courier service.
Delivery of goods is performed in accordance with courier service regulations, and delivery costs depend on parcel weight and country of destination.
Courier services will deliver your order, based on their working hours, according to the following schedule:
Orders placed on workdays by noon, will be delivered the following work day;
Orders received on Fridays by noon, will be delivered on the first following Monday;
Orders received on workdays after noon, will be delivered in two workdays;
Orders received on Fridays after noon, will be delivered on the first following Tuesday;
The expected delivery time is 3-5 work days. During holidays and when courier services have increased deliveries, the expected delivery time can be longer than 5 work days.
Order delivery out of Serbia
Delivery time for countries of the region (Croatia, Bosnia and Herzegovina, Macedonia) is 5 to 10 workdays.
Delivery time for Montenegro is 3 to 7 workdays.
Delivery time for European countries is 10 to 20 workdays.
Delivery time outside of Europe is 15 to 20 workdays.
Upon delivery of the parcel, some countries require further customs procedure, in accordance with regulations of country in question.
DELIVERY COSTS
Transportation expenses in Serbia
Delivery fee calculation is based on the package weight and the courier service provider chosen.
Courier service delivery fee price list:
For packages weighing up to 0.5 kg, the delivery fee is 310 RSD;
For packages weighing from 0.5 kg do 1 kg, the delivery fee is 360 RSD;
For packages weighing from 1 kg do 2 kg, the delivery fee is 420 RSD;
For packages weighing from 2 kg do 5 kg, the delivery fee is 490 RSD;
For packages weighing from 5 kg do 10 kg, the delivery fee is 600 RSD;
For packages weighing from 10 kg do 20 kg, the delivery fee is 910 RSD;
For packages weighing from 20 kg do 30 kg, the delivery fee is 1.050 RSD;
For packages weighing from 30 kg do 50 kg, the delivery fee is 1.430 RSD;
Above 50kg, each additional kilogram is charged 30 RSD.
We offer free shipping for orders over 6.000 RSD.
Transportation expenses for international orders
Delivery cost for international orders is calculated based on parcel weight and zone the country of destination belongs to. Also, delivery costs are directly depending on the order value. It implies that in case the order value is higher, delivery costs are proportionally decreasing and can even be nullified.
In case your parcel weighs more than 20 kg, you shall be contacted by our customer service for the purpose of determining the precise delivery costs and delivery method. Delivery costs can be checked upon completing the order.
Delivery cost for Montenegro:
For parcels up to 20 kg, the shipping fee is 750 RSD.
For parcels weighing from 20.01 kg to 30 kg, the shipping fee is 1.490 RSD.
Upon delivery of the parcel, some countries require further customs procedure, in accordance with regulations of country in question.
RECLAMATION AND SERVICE
In case of any problems related to the functioning of electrical devices, it is necessary to stop using the device immediately and to report the problem to the seller and act according to the instructions given.
Our customer assistance can be contacted every workday from 8AM to 8PM through the following phone number: +38121455558.
The legal consumer rights are regulated by Consumer Protection Law (Official Gazette of the Republic of Serbia no. 62/2014 and 6/2016).
A consumer is an individual who obtains goods or services from the market, for purposes which are not of business or any commercial nature (Act 5, paragraph 1, item 2 of the Consumer Protection Law). All customers who use the device for business purposes or other commercial activities are not considered consumers and are not subject to the Consumer Protection Law.
The conformity responsibility period is 24 months from the date of purchase.
This 24 month period is valid only for consumers who use the electrical device for purposes which are not business related or commercial.
The customers who are not subject to the Consumer Protection Law are granted a 12 month manufacturer’s warranty.
Procedure in case of electrical device non conformity:
In case of non conformity, it is necessary to contact the seller from whom the product was purchased, with the purchased product and proof of purchase. The employee in charge of reclamation will conduct the procedure of claim processing, in accordance with the legally established procedure. The seller is obligated to respond to the buyer’s claim within, and not after, 8 (eight) days after the claim reception, in written or electronic form. The seller’s reply must contain the decision whether the claim has been accepted, the comment on the consumer’s request and a concrete suggestion and deadline for the claim resolution. The deadline must be within 15 days or 30 days for technical goods and furniture, from the date the claim was originally filed. If the seller is not able to resolve the claim to customer’s satisfaction, the seller is obligated to inform the consumer about the extension of the resolution deadline and ask for consumer’s approval of such extension. This entire procedure must be documented in the received claim report. Claim resolution deadline may be extended just once.
The goods conform to the contract in the following situations:
If the goods match the description given by the seller and if the goods bear characteristics the seller has presented to the consumer as a sample or model;
If the goods possess qualities necessary for the purpose the consumer obtains it for, of which the seller was aware of in the time of contract conclusion.
If the goods possess qualities necessary for its regular use in the same manner as similar types of goods are used;
If the goods match the standards of goods of the same type, which the consumer can expect from this type of goods, based on its nature and the public claims regarding special features of the goods presented by the seller, manufacturer or their representatives, especially if the promise was given through advertisements or on the label of the goods in question.
Responsibility for conformance is not valid in the following cases:
If the buyer did not follow the technical instructions related to the use and maintenance of the device.
If the authorized service has determined that the buyer has handled the device inadequately, unprofessionally or carelessly.
If the product has been serviced by an unauthorized individual.
In case of damage caused by electrical shock, lightning strike, natural disasters and similar occurrences.
The claim right does not apply to graphite brushes, bearings, lamps-bulbs, blades, batteries, cables and all other consumable supplies.
The warranty does not cover damage occurring during delivery to the consumer, caused by actions of the consumer or damage due to incorrect installation or maintenance, mechanical damage caused by the consumer and damage caused by voltage variation of the electric grid.
If the consumer uses the electric device for business or commercial purposes, the right to file a claim is void, based on non conformity. These buyers are granted the manufacturer’s 12 month guarantee, valid from the date of purchase. The authorized service will inspect the returned product and determine whether it was used in business or commercial purposes or not.
Dispute Resolution
Consumer disputes can be resolved extrajudically. Extrajudical resolution of consumer disputes is carried out in a transparent, efficient, fast and fair manner before an out-of-court consumer dispute resolution body. The relevant Ministry complies a list of bodies and publicly publishes it.
WITHDRAWAL FROM THE CONTRACT
The buyer is allowed to withdraw from the distance contract, i.e., out of business premises, within 14 days, without stating the reason. The buyer bears the costs of returning the goods. The buyer is responsible for diminished good value resulting from the inadequate usage of the goods, i.e., going beyond what is necessary to establish the nature, characteristics and functionality of the goods.
The buyer is entitled to withdraw from the contract by the declaration made on a specific document for withdrawal from the distance contract, i. e., outside the business premises or following an alternate unequivocal manner. The form for withdrawal from the contract can be downloaded on our website.
It is important to note that the declaration on withdrawal from the distance contract and contracts concluded outside the business premises is considered timely if it is sent to the seller within 14 days from the moment of contract conclusion. This ensures that the buyer's rights are protected and the process is fair for all parties involved.
Declaration on withdrawal from the contract produces a legal effect from the day it was sent to the seller.
The buyer is not allowed to withdraw from the contract in cases of:
1. providing a service, after the service is fully realized, in case the service providing had started after explicit prior buyer's consent and with his confirmation that he is familiar with contract withdrawal right, when the seller entirely executed the contract;
2. delivery of the goods or providing a service with a price depending on the financial market fluctuations the seller cannot influence and that can result during the withdrawal period;
3. delivery of goods manufactured in accordance with the unique demands of consumers or clearly personalized;
4. delivery of goods subjected to quality deterioration or short expiration date;
5. delivery of sealed goods that cannot be returned due to health preservation or hygienic matters and are unsealed after the delivery;
6. delivery of goods that are inseparably combined with other goods due to their nature;
7. delivery of alcoholic beverages with the price tag defined while concluding the sales contract, whose delivery is possible solely 30 days after the contract conclusion day, and whose accurate price tag is dependable on the price fluctuations on the market, which seller cannot influence;
8. contract where the buyer strictly demands the visit from the seller in order to solve urgent reparations or maintenance; in case during this visit the seller provides other services apart from the services strictly demanded by the customer or delivers alternate goods apart from the replacement parts necessary for maintenance or repairs; the contract withdrawal right refers to aforementioned additional services or goods;
9. delivery of sealed audio, video captures or program software, that are unsealed after delivery;
10. delivery of the newspaper, periodical issues or magazines, apart from a subscription contract for the delivery of these issues;
11. contracts concluded on the public auction;
12. providing non-living accommodation, transport of the goods, car-rental services, services of food preparation and delivery or other services in relation to free activities, in case the contract defines a strict deadline or execution period;
13. delivery of digital content that was not delivered on a permanent record carrier if the performance began after the prior express consent of the consumer and his confirmation that he knows that in this way he loses the right to withdraw from the contract.
The form must be filled out: Declaration on withdrawal from the contract (PDF).
Product Description
All details regarding the products are identical to those on the website www.alexandar-cosmetics.com. We strive to describe all products as accurately as possible. Please note that product information may be incomplete, outdated, or inaccurate due to updates. We do not guarantee that all the listed data regarding the products and images are 100% accurate, complete, reliable, and error-free.
We strive to regularly update all product information, including ingredient information. Due to the constant improvement of formulations, the list of ingredients for each individual product stated on the website may slightly differ from the one on the packaging. For the most reliable list of ingredients, we recommend that you check the information printed on the packaging.
If the product you purchased differs from the information listed in the web site, you can return it in an unused condition with the complete documentation you received with it, within 14 days from the date of product delivery, and we shall refund your money.
Prices
All product prices listed within the web site are the prices at which you buy the product through our website at the given moment, and VAT is included. The total amount of your order, including discounts and delivery costs, is clearly shown in the cart, in the "ORDER SUMMARY" field.
After completing the order within the web site, you will receive an email notification confirming the order. This email contains the information you provided when creating the order, as well as the information on the ordered products and the total price.
In case of price discrepancies, for any reason, Alexandar DOO is obliged to inform the customer.
Available Payment Methods
Payment for products within the web site can be made in one of the following ways: by payment cards - VISA, Maestro, DinaCard, AMEX, or MasterCard that support online payment. Payment by cards is carried out in cooperation with AllSecure doo and Banca Intesa a.d. Beograd, and is performed in a secure and certified manner via the AllSecure Payment Gateway, by simply entering the data from the payment card.
After entering the card information and confirming the payment, the bank authorizes the transaction and the order is approved and enters the next stage of preparation for delivery. The amount will be reserved on your card (account) and will not be available for other purposes.
The transaction will be completed and the amount deducted from your account only when the products are prepared for transport and handed over to the courier service. In case the payment is not completed, i.e., the amount is not deducted from the account within 14 days of accepting your order, that order will be cancelled and deleted. After the expiration of the 14-day period, the funds reserved on your account will be released and will be available to you again. After that, you can repeat the same or create a new order and make the corresponding payment.
Check with the bank that issued your card whether your card supports online payments.
Data Protection During Payment
When entering payment card data, confidential information is transmitted via the public network in a protected (encrypted) form using the SSL protocol, applying the most advanced methods of tokenization of sensitive data and in accordance with PCI-DSS standards. At no time are the payment card data available to the merchant.
3D Secure protection for all merchants and customers - AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using the AllSecure Payment Gateway are automatically included in the 3D-Secure protection, guaranteeing customers the security of their purchases. Customer card numbers are not stored on the merchant’s system, and the entry itself is protected by SSL data encryption.
PCI DSS Standards
All Secure Payment Gateway is constantly aligned with all the requirements of card organisations in order to increase the security level for merchants and customers. From 2005 until today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is a norm that defines the necessary security measures for the processing, storage, and transmission of sensitive cardholder data. PCI standards protect sensitive cardholder data throughout the entire payment process: from the moment the data is entered at the merchant’s point of sale, during communications between the merchant and the relevant banks and card organisations, as well as the subsequent storage of this data.
Refunds in case of card payments
In the event of a refund to a customer who previously paid using one of the payment cards, either partially or fully, regardless of the reason for the refund, it will be carried out exclusively via the same VISA, Maestro, DinaCard, AMEX, or MasterCard card that was used for the payment. This means that our bank will, at our request, process the refund to the cardholder’s account.
Statement on currency conversion
All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). For informational display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount to be charged to your payment card will be expressed in your local currency through conversion according to the rate used by card organisations, which is not known to us at the time of the transaction. As a result of this conversion, there is a possibility of a slight difference from the original price listed on our website.
Registration (tokenization) of card data
When customer card data is, at their request or by the merchant’s decision, TOKENIZED (stored in a certified way for later use), this data is stored on AllSecure PCI-DSS Level 1 certified servers. Such tokenized card data is transmitted in a fully secure and certified manner. Alexandar DOO at no time has access to the card number or other sensitive data but receives a reference number (token) that only the company can use in accordance with the conditions agreed with the customer. The customer has the option to deregister a previously registered card, as well as to change the details of a previously tokenized card.
Delivery of shipments
The products you order through our web site can be delivered via courier services with which Alexandar DOO cooperates. The delivery costs are borne by the customer and are paid upon receipt shipments (in the case of cash on delivery), via payment slip (payment by bank transfer), or by payment card (in the case of online payment). For more details on the payment methods, see the Payment Methods page.
In case you choose the “courier delivery” option for delivery, you give consent for your data to be provided to the courier service, so that they can properly deliver the products.
Complaints Policy
The merchant is obliged to present clear and unambiguous complaint conditions on the e-commerce point of sale – regarding payment, compensation, refunds of money and/or goods, with a description of the procedure in case of a complaint.
The merchant is obliged to clearly present the conditions (reasons, deadlines, etc.) under which goods/services may be cancelled, that is, the goods returned and the service cancelled, as well as the cancellation procedure, and any applicable costs, restrictions, and cancellation fees for goods/services.
Data Privacy
The protection of privacy and personal data of website users is of great importance to our company. All online activities connected with the company Alexandar DOO are in compliance with the regulations of the Republic of Serbia.
Personal data is considered to be data that reveals your identity, e.g., your name and surname, address, phone number, and email address. We collect only the necessary, basic information about customers/users and information necessary for business operations and informing users, in accordance with good business practices and with the aim of providing quality service.
During online purchases, we process the following types of personal data:
• name and surname;
• email address;
• address (street and number, postal code, city);
• phone number;
• credit/debit card information (only in case of online card payments).
Alexandar DOO is obliged to protect the privacy of all customers and users of the Alexandar Cosmetics web site. All data about users/customers is strictly kept and is available only to employees to whom this data is necessary for the performance of their work and whose job description includes the processing of personal data, with the aim of fulfilling the purpose for which the personal data was collected. All our employees are responsible for respecting the principles of privacy protection. The personal data you provide during registration on the web site will be used solely for the purposes for which you submitted them.
In addition to our employees, for the purpose of providing certain services, we may share your data with third parties who provide services on our behalf (e.g., courier services, IT partners engaged in website maintenance). In all these cases, our relationship with external partners and the method of protection and use of personal data have been secured by contracts in accordance with the Law.
All information collected about you during online shopping is secure and we will under no circumstances misuse it or sell it on the market, which ensures completely safe and secure business operations and cooperation with the Alexandar DOO company.
Alexandar DOO is obliged to protect your personal data against misuse through appropriate technical and organisational procedures. All our employees (and business partners) are responsible for respecting all principles of personal data protection.
If you do not agree with this personal data confidentiality statement, please do not use this web site and do not provide any data. By continuing to shop through our web site, we will consider that you have fully read and understood the conditions under which we process your personal data and that you have, after reading and understanding, agreed to their web site.
Within our business relationship, you are obliged to provide us only with the data we collect for the purpose of fulfilling certain legal obligations. The data you provide us for creating an order and based on consent is provided exclusively on a voluntary basis. We emphasise that without all the data necessary to fulfill the purpose, we shall not be able to establish a business relationship with you and provide you with the agreed services.
Alexandar DOO takes all measures to maximally secure personal data. All data is carefully protected against loss, destruction, alteration, forgery, manipulation, and unauthorized access or use.