These General Terms govern the purchase of products and gift vouchers through the web shop at studiomarcela.hr/shop (the web shop). They follow the Croatian Consumer Protection Act (NN 19/22, 56/23), the Civil Obligations Act, the Electronic Commerce Act and Regulation (EU) 2016/679 (GDPR). By ordering, the customer confirms having read and accepted them. The Croatian version is the binding one; this translation is for information.
STUDIO MARCELA d.o.o. is the seller of every product and voucher in the web shop, whichever salon is chosen for pickup. The Legal notice lists the affiliated companies operating individual salons.
All prices are in euros (EUR) and include VAT. The price shown at the moment the order is submitted applies. Salon pickup is free; we do not ship, so there are no delivery costs. Product photos are illustrative — the manufacturer's packaging may differ. Stock is shown live from the salon tills; a product held in no salon is not listed. In the case of an obvious pricing error we will contact you and offer either confirmation at the correct price or a full refund. Any discounted price is shown together with the lowest price of the previous 30 days.
An order takes four steps: Cart (products, quantities, pickup salon) → Details (name, e-mail, mobile, note) → Payment (card) → Confirmation. Before paying you can change the cart and your details at any step (“Edit” returns to the cart). Submitting the payment (“Order and pay”) places an order with an obligation to pay.
The contract is concluded when the seller receives a successful payment authorisation. You immediately receive an order confirmation by e-mail (durable medium) with the order number, contents, price, pickup salon and these terms; a gift voucher arrives in a separate e-mail. The seller stores the order; a copy is available on request at info@studiomarcela.hr. The contract is concluded in Croatian. Orders may be placed by adults; minors with parental consent. Quantity is limited to 5 units per product.
Payment is online only, by card: Visa, Mastercard, Maestro, Apple Pay and Google Pay, with 3-D Secure. Payments are processed by Stripe Payments Europe, Ltd., 1 Grand Canal Street Lower, Dublin, Ireland (licensed e-money institution, PCI DSS Level 1). Card details are entered only in Stripe's secure fields and never reach the seller. The card is charged immediately for the full order amount; the statement shows STUDIO MARCELA WEBSHOP. The invoice (fiscalised under Croatian law) is handed over with the goods in the salon and sent by e-mail on request. A business customer who needs the invoice in a company's name enters the company name, OIB and address at checkout; that invoice is issued as an e-invoice. For a gift voucher the invoice is issued when the voucher is redeemed, under the gift voucher terms.
Orders are collected in person at the Studio Marcela salon chosen at checkout (addresses are shown on the order confirmation, in the e-mail and on the contact page). Goods in stock at that salon are ready the same day during opening hours; goods transferred from another salon are normally ready within 2–3 working days and in any case within 30 days of the order. We notify you by message, call or e-mail. At pickup just give the order number (e.g. SM260911-K7QX) and your name. We hold the order for 30 days after notifying you; if it is still not collected after we contact you again, the contract is treated as cancelled and the payment refunded within 14 days. Risk passes to you on hand-over.
A Studio Marcela gift voucher is bought for any amount (€10–1,000), is valid for 12 months from issue and can be used for all services and products in every Studio Marcela salon in Zagreb and Dubrovnik. It is issued right after payment, e-mailed as a PDF with a QR code and shown in the buyer's profile (My profile). Detailed rules (partial use, lost codes, partner salons) are in the gift voucher terms, which form part of these terms.
A consumer may withdraw from a distance contract within 14 days without giving any reason. The period runs from the day the consumer (or a third party they name, other than a carrier) takes possession of the goods; for a gift voucher, from the day of the contract (payment).
Withdrawal is declared by an unequivocal statement before the period ends: with the online withdrawal form, by e-mail to info@studiomarcela.hr, by post to STUDIO MARCELA d.o.o., Ilica 49, 10000 Zagreb, Croatia, or in person in a salon. We acknowledge receipt by e-mail without delay.
Return the goods without undue delay and within 14 days of declaring the withdrawal — to any Studio Marcela salon (free of charge) or by post to the seller's address (you bear the direct cost of the return). Goods should be undamaged, in the original packaging, with the invoice or order number.
We refund all payments received without undue delay and within 14 days of receiving your withdrawal notice; we may withhold the refund until the goods are back or you provide proof of sending them. The refund goes to the same payment method (your card) at no cost to you.
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Exceptions (Art. 86 Consumer Protection Act): there is no right of withdrawal for sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery (e.g. opened shampoos, masks, ampoules, used brushes and combs), nor for a gift voucher that has been fully or partly redeemed.
The seller is liable for lack of conformity under the Civil Obligations Act for defects that appear within two years of hand-over; a defect appearing within the first year is presumed to have existed at hand-over. You may request repair or replacement, a price reduction or termination of the contract, under the conditions set by law. Appliances (e.g. hairdryers) also carry the manufacturer's commercial warranty per the warranty card; it does not limit your statutory rights. Report a defect by e-mail to info@studiomarcela.hr or in a salon, with the order number and a description; we reply within 15 days.
Under Art. 10 of the Consumer Protection Act you may lodge a written complaint by e-mail to info@studiomarcela.hr, by post to STUDIO MARCELA d.o.o., Ilica 49, 10000 Zagreb, Croatia, or in person in any Studio Marcela salon (complaints book available). We confirm receipt in writing without delay and reply within 15 days. Please state your name, an address for the reply and the order number. Complaint records are kept for one year. For complaints about hairdressing services please use the Correction page.
We aim to settle disputes amicably. Consumers may use the alternative dispute resolution bodies notified in Croatia, for example the Mediation Centre of the Croatian Chamber of Economy, Rooseveltov trg 2, 10000 Zagreb (hgk.hr/centar-za-mirenje) and the Court of Honour of the Croatian Chamber of Economy. The EU online dispute resolution (ODR) platform was discontinued on 20 July 2025 and is no longer available. Consumer protection is supervised by the State Inspectorate of the Republic of Croatia, Šubićeva 29, 10000 Zagreb. Disputes that cannot be settled out of court fall under the competent court in Zagreb; consumers may also bring proceedings before the court of their own residence.
We process customer data to fulfil the order, meet legal obligations and prevent fraud, as described in our privacy policy (section “Web shop and online payment”). Card data is processed only by Stripe. Cookies and local storage are described on the Cookies page.
The seller may amend these terms; an order is governed by the terms in force when it was placed, as sent in the confirmation. If any provision is void, the rest remains in force. Croatian law applies, without prejudice to mandatory consumer protection rules of the consumer's country of residence. The seller is not liable for non-delivery due to force majeure; in that case the payment is refunded in full.