Frequently asked questions
Jesu li vaši proizvodi prirodni?
Yes, all of our products are natural. You can find the ECOGEA* Natural seal on the packaging of each product.
When creating our products, we always strive to achieve the highest possible amount of natural and organic ingredients (well above 90%). We use only a small amount of synthetic ingredients primarily to ensure product stability. You can be sure that all the synthetic ingredients we use are of the highest quality and are perfectly safe to use.
*ECOGEA Institute for quality and innovation of natural and organic products
Do you test your products on animals?
No, we do not test our products nor their ingredients on animals, and neither do we delegate this work to others. We love animals and are completely against such approach in cosmetics.
Are your products vegan?
Yes, all of our products are vegan. You can find the ECOGEA* Vegan seal on the packaging of each product.
*ECOGEA Institute for quality and innovation of natural and organic products
How long can the products be kept unopened?
All our cosmetic products have an expiration date of 2 years after production when they are stored under the right circumstances (in a dry place at temperatures up to 25°C). The expiration date of each product is printed on the packaging. After opening the product, make sure to use it in a timely manner.
Can I receive samples of your products?
At the moment, we don’t offer samples. Instead, we focus on creating a complete Panea experience: thoughtful and simple formulas built around our mineral-rich water – The Pearl of Pannonia – and carefully selected ingredients of natural origin, chosen for their skin-nourishing results. If something has caught your eye, give us a shot – we’re sure you’ll like it!
Which products are available as refills?
Currently, refills are available for our Mineral Water Sprays from the PANEA AQUA MINERALIS collection. Each refill bottle gives you five full refills of the product.
What should I do if I ordered something incorrectly, can I cancel my order?
In case you mistakenly ordered the wrong product, please contact us immediately. If your order hasn’t been dispatched yet, we can cancel it for you. If it has already been dispatched, you may return the product if it’s eligible under our Returns Policy. If it isn’t eligible for return, it may just be the perfect gift for someone special.
I have not received an order confirmation, has my order been placed successfully?
You will normally receive an order confirmation within an hour of placing the order. If you don’t see it in your inbox, please check your spam folder. Depending on which payment option you chose, you can also check if the purchase amount has been deducted from your account.
If after several hours you still haven’t received the order confirmation and the amount of your purchase has not been deducted, please contact us.
What payment methods are available?
While completing the order you can choose between several different payment methods:
- cash on delivery
- general payment slip / bank transfer / internet banking
- credit and debit card (Mastercard, Maestro and Visa)
- PayPal and KEKS Pay applications
Where can I find my invoice?
After we dispatch your order, you will receive an e-mail with the invoice and the order tracking link. The invoice will not be included in the parcel with the products, only the delivery note. This way you can confidently place an order to surprise someone special with our products.
As a registered user, you have access to the invoices and order tracking links of all your orders under the My orders tab in your user account.
What is the delivery cost, and which countries do you deliver to?
The cost of delivery is not included in the price of the product and is calculated at the end of the order process. We deliver within the Republic of Croatia and to all Member States of the European Union.
Delivery within the Republic of Croatia costs EUR 4.90 for all orders with a total value below EUR 59.00. For orders with a total value exceeding EUR 59.00, delivery is free of charge. This free delivery threshold may be temporarily adjusted during special promotional campaigns.
For orders delivered to other Member States of the European Union, delivery costs are borne by the Customer. Here you can check out the delivery cost for each country.
How quickly will my order arrive?
The delivery time depends on the business of the delivery service, and – depending on the country of delivery – usually takes 1 to 7 working days.
Delivery within 1 to 3 working days: CROATIA, SLOVENIA, HUNGARY, AUSTRIA
Delivery within 2 to 4 working days: CZECHIA, SLOVAKIA, GERMANY, ITALY
Delivery within 3 to 5 working days: FRANCE, BELGIUM, NETHERLANDS, LUXEMBOURG, DENMARK
Delivery within 4 to 6 working days: LITHUANIA, LATVIA, ESTONIA, ROMANIA, BULGARIA
Delivery within 5 to 7 working days: GREECE, SPAIN, PORTUGAL, IRELAND, SWEDEN, FINLAND
Dostava u roku od 5 do 7 radna dana: GRČKA, ŠPANJOLSKA, PORTUGAL, IRSKA, ŠVEDSKA, FINSKA
How can I track my order?
After we dispatch your order, you will receive an e-mail with the invoice and the order tracking link.
As a registered user, you have access to the invoices and order tracking links of all your orders under the My orders tab of your user account.
What are the benefits of a user account?
As a member, you’ll be the first to hear about new products and promotions. Enjoy exclusive offers tailored just for you, join the conversation by commenting on our blog, and look forward to birthday treats.
In your account, you can also track all your orders, download receipts, and reorder your favourites with just one click.
How do I create an account?
To create a user account, you can sign up on our Website, or use your existing Google or Facebook account. You can also create an account while placing an order.