SUPPORT
Help center
Contact
Alemar Plus d.o.o.
Poljanska cesta 19, 1000 Ljubljana, Slovenia
Email: info@alemarplus.com
Website: www.aleksandrakomasz-plus.com
Official contact details are also available in the “Contact” section of the website.
Ordering
You can shop as a guest or as a registered user.
The purchase process consists of:
Product selection – add selected products to the cart using the “Add to cart” button. Cart overview – review products, quantities and prices, remove items or change quantities.
Entering your details – enter delivery and billing details and choose the delivery and payment method. Order summary – all products, quantities, prices, delivery costs and the total amount are clearly displayed. Placing the order – submit the order by clicking the “Complete purchase” button.
Order confirmation – you receive an email confirmation.
User Account
Registration is optional.
If you register, a confirmation email is sent to the address provided. You are responsible for keeping your login details confidential. Through your user account you can view your order history and manage your details.
Payment Methods
The following payment methods are available:
- Cash on delivery
- Bank transfer (pro forma invoice)
- Credit or debit card / online payment services shown at checkout
Any additional charges (e.g. cash on delivery fee) are clearly displayed during checkout.
Damaged Products or Parcels
If your parcel or product arrives damaged:
- Take photos of the outer and inner packaging and the products
- If appropriate, notify the courier and complete a damage report
- Contact us as soon as possible
We will arrange a replacement or refund and handle the claim with the delivery service.
Terms & Conditions
General provisions
These General Terms and Conditions, together with the Returns Policy and Privacy Policy (hereinafter: the Terms), govern the operation of the online store at [insert domain] (hereinafter: the Online Store), the rights and obligations of visitors, users and buyers, and the contractual relationship between the buyer and Alemar Plus d.o.o. (hereinafter: the rovideror Alemar).
By using the Online Store and placing an order, you confirm that you have read, understood and agree to these Terms.
The Terms are prepared in accordance with applicable Slovenian and EU consumer and data protection legislation.
In the event of any inconsistency between the Slovenian and the English version of these Terms, the Slovenian version shall prevail.
Information about the Provider
The Online Store is operated by:
Alemar Plus d.o.o.
Company registered seat: Poljanska cesta 19, 1000 Ljubljana, Slovenia
Company registration number: 9961500000
VAT ID: 39532623
Email: info@alemarplus.com
Phone: 080 ….
Website: www.aleksandrakomasz-plus.com
Official contact details are also available in the “Contact” section of the website.
Availability of information
Before you place an order, the Provider will always make sure that you have access to all legally required information, including at least:i
- identity and contact details of the Provider,
- main characteristics of the goods,
- price of the goods including taxes and all charges,
- information on delivery costs,
- payment and delivery terms,
- information on your right of withdrawal, the time limit and how to exercise it,
- information on complaints and outofcourt dispute resolution options.
Prices
All prices in the Online Store are in euros (EUR) and include value added tax (VAT), unless explicitly stated otherwise.
Alemar d.o.o. reserves the right to change prices at any time without prior notice. For each order, the prices valid at the time of placing the order apply. Promotional prices and special offers are clearly marked and apply for the stated period or until
stock is sold out.
Product photos are for illustration purposes only and may not always represent all product characteristics. Minor differences in appearance do not constitute nonconformity of the goods if they do not affect its essential features.
User account
Registration and creation of a user account is optional. You can make a purchase as a guest or as a registered user.
If you register, a confirmation email is sent to the address provided. You are responsible for keeping your login details confidential and for any activities carried out under your account.
Through your user account you can view your order history and manage your details.
Conclusion of the contract (order process)
The purchase process in the Online Store consists of the following steps:
- Product selection – add selected products to the cart using the “Add to cart” button.
- Cart overview – review products, quantities and prices, remove items or change quantities.
- Entering your details – enter delivery and billing details and choose the delivery and payment method. You can correct any input errors before finalising the order. Order summary – all products, quantities, prices, delivery costs and the total amount are clearly displayed.
- Placing the order – submit the order by clicking the “Complete purchase” button and confirm your agreement with these Terms.
- Order confirmation – you receive an email confirmation. The contract is concluded when the Provider confirms the order (at the latest when the goods are dispatched).
- The contract is concluded in Slovene. A record of the contract is stored electronically and can be made available to you upon request within a reasonable period.
Payment methods
The following payment methods are available in the Online Store:
- cash on delivery,
- bank transfer based on a pro forma invoice,
- payment by credit or debit card or via online payment services listed at checkout.
Any additional charges (e.g. cashondelivery fee) are clearly shown during the checkout process.
Shipping information
Orders placed by 2:00 PM (14:00) are dispatched on the same business day.
Below you will find the estimated transit times in business days by destination country.
Estimated Transit Times (Business Days)
Austria (2), Germany (2), Luxembourg (3), Netherlands (3), Belgium (3)
Italy (2), Denmark (3)
Hungary (2), France (3), Poland (3), Czech Republic (2), Slovakia (2)¹, United Kingdom (4)¹, Lithuania (4), Monaco (2–3) Romania (2)¹, Spain (3), Sweden (2–4), Estonia (4), Latvia (5), Finland (4–6), Serbia (3–4)
Portugal (4), Switzerland (3), Ireland (3–5), Greece (3–4) Bulgaria (4), Norway (4)
Croatia (1–4)*
Important Notes:
The stated transit times are informative estimates only and are not guaranteed.
Export transit time refers to the period from receipt of the parcel at our warehouse to transport to
the GLS regional hub in the destination country. Transit times are expressed as average business
days and apply to shipments sent from major cities.
For deliveries to islands and specific destinations such as Cyprus and Malta, please contact the
GLS sales department in advance at prodaja@gls-slovenia.com.
Additional Information
Delivery times for Croatia may vary by region.
** Customs clearance fees apply for marked countries.
¹ For marked countries, the maximum parcel weight is 31.5 kg.
We do not process shipments on weekends or public holidays.
Parcel Tracking:
EN: https://gls-group.com/SI/en/home/
SI: https://gls-group.com/SI/sl/home/
Delivery and delivery costs
Orders are usually delivered by GLS or another contracted delivery service. Goods are delivered to the address you specify when placing the order. Delivery costs are borne
by the buyer, unless explicitly stated on the website that delivery is free of charge (e.g. above a certain order value or during special promotions). The delivery cost is always displayed in the cart and in the order summary before you complete the purchase.
Delivery times
For products in stock, the Provider aims to deliver within 1–3 working days from order confirmation.
If the ordered goods are not in stock or if a delay occurs, you will be informed by email or phone. In
such a case you may:
- wait for the goods to become available,
- change the order, or
- cancel the order; in this case, any amount already paid will be refunded.
Returns and refunds
Right of withdrawal (distance contracts)
As a consumer you have the right to withdraw from a distance contract (online purchase) within 14
days without giving any reason.
The 14 day period starts:
- on the day you or a third party designated by you (other than the carrier) take physical possession of the goods, or
- in the case of multiple goods delivered separately, from the day you receive the last item, or
- in the case of delivery of goods in several consignments or parts, from the day you receive the last consignment or part.
How to exercise your right of withdrawal
To exercise the right of withdrawal, you must send a clear statement (e.g. by email or regular post) to: orders@alemarplus.com,
or the company’s registered address: Poljanska cesta 19, 1000 Ljubljana, Slovenia
Please include at least your name and surname, address, order number, date of receipt of the goods and a clear statement that you are withdrawing from the contract. You may use a withdrawal form if provided on the website, but this is not obligatory. The withdrawal period is met if you send the notification before the 14 day period has expired.
Return Form
Refunds
If you withdraw from the contract, the Provider will refund all payments received from you, including the cost of the cheapest standard delivery offered, without undue delay and in any event no later than 14 days from the day on which the Provider is informed of your decision to withdraw.
The refund will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise and provided that you do not incur any fees as a result of such a refund.
The Provider may withhold the refund until it has received the goods back or until you have supplied evidence of having sent back the goods, whichever is earlier.
Returning the goods
You must send back or hand over the goods to the Provider without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal. The deadline is met if you send back the goods before the 14day period has expired.
You will have to bear the direct cost of returning the goods, unless otherwise explicitly stated on the website.
Please send the goods as a tracked parcel or deliver them in person to the company’s address, as agreed.
Liability for diminished value of the goods
You may handle and inspect the goods only to the extent necessary to establish their nature, characteristics and functioning (similarly to what is normally allowed in a physical shop).
You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exception: sealed food supplements and hygiene sensitive products
Under consumer law, you do not have the right of withdrawal in respect of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
This particularly applies to food supplements and similar products with safety seals (e.g. protective foil or safety seal on the cap). Once such a product has been unsealed, it normally cannot be returned, unless you are exercising your rights due to nonconformity of the goods.
In practice, we will always try to find a fair, case-by-case solution (such as a partial refund, credit or another arrangement), where possible, but this goes beyond our strict legal obligations.
Returns – practical overview
Cancelling an order before dispatch
If you wish to cancel an order that has not yet been dispatched, simply email us at info@alemarplus.com (you can reply to the order confirmation). If the goods have not yet been handed over to the delivery service, we will cancel the order without any cost to you.
Returning unopened products
If you find that you do not need the products or have ordered the wrong item or too large a quantity, you may return unopened and undamaged products within a reasonable period.
We recommend that you:
- notify us in advance by email,
- return the products in their original or adequate protective packaging,
- enclose a copy of the invoice or at least your order number.
After receiving the goods, we will refund the purchase price in accordance with the withdrawal provisions above.
Damaged products or parcels
If your parcel or any product arrives damaged:
- take photos of the outer and inner packaging and the products,
- if appropriate, inform the courier upon delivery and fill in a damage report,
- contact us as soon as possible at info@alemarplus.com.
We will send replacement products or arrange a refund, and we will handle the claim with the delivery service.
Nonconformity of the goods and complaints
The Provider is liable for the nonconformity of goods in accordance with applicable consumer protection legislation.
Goods are nonconforming in particular where:
- they do not have the qualities necessary for their normal use or circulation,
- they do not have the qualities necessary for a particular purpose made known to the seller,
- they do not have the qualities and features agreed upon,
- they do not match the sample or model shown (unless the sample was for information only).
If you wish to claim nonconformity, you must notify the Provider within the statutory time limits, describe the issue and allow an inspection of the goods.
In the case of justified nonconformity you may request:
- repair or replacement of the goods,
- a proportionate reduction of the purchase price, or
- a refund and termination of the contract.
In some cases you may also be entitled to compensation for damage caused by the nonconformity. If the existence of the nonconformity is not disputed, the Provider will comply with your request as soon as possible, and at the latest within 8 days. If the existence of the nonconformity or the way of resolving it is disputed, you will receive a written reply within 8 days.
Limitation of liability
Products sold in the Online Store are food supplements and related products intended to support general wellbeing and a healthy lifestyle. They are not medicinal products and are not intended to diagnose, treat, cure or prevent any disease, and do not replace a balanced and varied diet.
You are responsible for using the products in accordance with the instructions for use and the recommendations on the packaging and for not exceeding the recommended daily doses. If you have any medical condition, are taking medication, are pregnant or breastfeeding, you should consult your doctor or pharmacist before taking food supplements.
To the extent permitted by applicable law, Alemar d.o.o. shall not be liable for damage resulting from improper use of products or failure to follow the instructions, nor does it give any medical guarantees regarding the effect of individual products.
Outofcourt settlement of consumer disputes
In accordance with Slovenian legislation on outofcourt settlement of consumer disputes, Alemar d.o.o. informs consumers that it does not recognise any outofcourt dispute resolution provider as competent for resolving consumer disputes that could be initiated by a consumer.
However, as a consumer you may still:
- file a complaint with the competent authorities, and
- use the EU online dispute resolution (ODR) platform for online purchases:
https://ec.europa.eu/consumers/odr
Privacy Policy
Personal data protection (Privacy Policy)
Controller
The controller of your personal data is:
Alemar Plus d.o.o.
Poljanska cesta 19, 1000 Ljubljana, Slovenia
Email (privacy contact): info@alemarplus.com
Personal data we process:
- data necessary for purchases (name, surname, address, email, phone),
- data relating to orders and payments,
- data related to user accounts (if created),
- email addresses for sending newsletters (if you subscribe),
- communication with us (emails, forms, complaints),
- data collected via cookies and similar technologies (see below).
We do not intentionally collect special categories of personal data (e.g. health data).
Purposes and legal bases
We process your personal data for the following purposes:
- Order processing and performance of the contract – processing and delivery of orders, invoicing, handling complaints.
Legal basis: performance of a contract. - Compliance with legal obligations – accounting and tax obligations, statutory recordkeeping.
Legal basis: legal obligation. - Sending newsletters and marketing communications – only if you explicitly subscribe.
Legal basis: your consent, which you may withdraw at any time. - Improvement of the website and statistics – anonymous or aggregated analysis of website use, security and performance.
Legal basis: legitimate interest or consent (depending on the type of cookies).
Recipients of personal data
We share your personal data only where necessary:
- with delivery service providers (e.g. GLS),
- with payment service providers (e.g. card payment processors),
- with our accounting service,
- with IT and hosting providers,
- with the provider of our email/newsletter system.
We have appropriate data processing agreements in place with all such service providers. We do not sell your data and do not pass it on to third parties for their own marketing purposes.
Data retention
We retain personal data only for as long as necessary to achieve the purposes for which they were collected or as required by law:
- invoice and purchase data are kept in accordance with tax and accounting regulations (typically 10 years from the invoice date),
- data linked to user accounts are kept for as long as the account is active or until it is deleted,
- data for sending newsletters are kept until you unsubscribe,
- data processed on the basis of legitimate interest are kept until the purpose is achieved or you successfully object to such processing.
After the retention periods expire, data are deleted or irreversibly anonymised.
Your rights
You have the following rights regarding your personal data:
- right of access,
- right to rectification,
- right to erasure (“right to be forgotten”) where applicable,
- right to restriction of processing,
- right to data portability,
- right to object to processing (especially for processing based on legitimate interest or for direct marketing),
- right to withdraw consent (e.g. for newsletters) at any time without affecting the lawfulness of processing before withdrawal.
You can exercise these rights by contacting us at info@alemarplus.com. We will respond within the statutory timeframe. If you believe that your data are being processed unlawfully, you can lodge a complaint with the competent supervisory authority.
Cookies
The Online Store uses cookies and similar technologies to ensure proper functioning of the website, improve user experience and help analyse usage and advertising.
Cookies may be:
- strictly necessary cookies – required for the operation of the site and the shopping cart,
- analytics cookies – to anonymously analyse website traffic,
- advertising cookies – to show personalised ads (e.g. Google, Facebook).
On your first visit you will be informed about the use of cookies and asked for your consent for nonessential cookies. You can change your preferences in your browser settings or, where
available, via the cookie settings on the site. If you disable cookies, some functions of the Online Store (such as the shopping cart) may not work properly.
Final provisions
The Provider reserves the right to amend these Terms at any time. The amended Terms become effective upon publication on the website. For orders placed before the amendments, the Terms in force at the time of order placement apply.
These Terms are governed by the laws of the Republic of Slovenia, without prejudice to any mandatory consumer protection rules that may apply in your country of residence.
These Terms apply as of 1. 1. 2026.
