Complaints

Last updated: 2026-08-29

If a product is defective or you are unhappy with the service, get in touch — we aim to resolve everything quickly and by agreement.

How to submit a complaint

Send a written complaint by email to info.atelier.aura@gmail.com or by post to Kninska 1, 31000 Osijek.

Include the order number, a description of the defect and, if possible, a photograph. Also give the address to which you would like the reply sent.

We reply to every complaint in writing within 15 days of receiving it.

Damage in transit

Inspect the parcel on receipt. If the packaging is visibly damaged, report it to the courier and to us within 24 hours, with photographs of the packaging and contents. Without this, transit damage is hard to establish.

Material defects

We are liable for material defects under the Croatian Civil Obligations Act. If a defect is established, you are entitled to repair, replacement, a price reduction or withdrawal from the contract, as provided by law.

Because the products are handmade from natural materials, small variations in colour, shape and texture compared to the photograph are expected and are not defects.

Alternative dispute resolution

If we cannot resolve a dispute by agreement, a consumer may refer it to a competent alternative dispute resolution body in the Republic of Croatia.