Frequently Asked Questions

ORDER

Where can I find a specific product?

When searching for specific product you have two different options available.

1. The fastest option of searching for specific product is to use the search bar, which is located at the ragiht-top section of the online shop. Here you can search for the brand, product name or product number if you have that information. If the product is sold out or out of stock, it will not appear in among the results.
2. The second option is to select the main category of products which you are interested in the menu on the top of the page (e.g. "Footwear", "Male") and then limit the selection according to the given subcategories (e.g. "Basketball", "Price" etc. ). When you search like this, all the products within the selected category will be displayed.

How do I know which size of footwear is right for me?

In general, the footwear size within the individual brand does not differ. The difference may only be in the shoe model which can be wider or narrower than the shoe you are currently wearing. Therefore, please carefully check our table of sizes.

If you select the footwear of another brand, please use for orientation the length in centimeters which expresses the same size regardless of the brand. In case the size is not right for you, you may order the footwear online and return it within 14 days from the date of purchase.

Are the products, which are available in online shop, also available in Grosbasket store? How reliable is the availability of products in online shop?

All the products which are visible in our online shop are in stock and available in our physical Grosbasket stores.

In our online shop, the stock display is updated every 30 minutes. Unfortunately, the product you ordered online can be sold in our Grosbasket store right in that moment. In such case you will get a notice about the cancellation of your order.

I submitted an order, but I did not receive any confirmation e-mail about my order yet. What should I do?

Please first check if you entered the correct e-mail address. The order confirmation is always sent to the e-mail address which is specified at ordering and/or which is saved in your user account.

If this e-mail address is correct, then you shall check whether your order confirmation went to the spam folder of your inbox.

If you are registered, your account in our online shop provides an overview of all your orders. Check to make sure that your order was entered correctly and that it was received by us. You should take into account also the status of your order. Please contact our Customer Support Service if you cannot find the order in this overview and if you did not receive any confirmation e-mail yet.

My size is not displayed on the product page. What does that mean?

If your size is not displayed, this means that it is currently out of stock or sold out. Only products and sizes that are visible in the online shop are available for purchase.

How do I use a discount code?

A promotional code is a code that is usually forwarded by e-mail, leaflets and social networks. In case that you have noticed our promotional code, you can use it in our online shop in the following way:

1. Select your products and put them in your shopping cart. Select »Complete the Purchase«.
2. Enter your »Discount Code« in your shopping cart.
3. After entering the code, select »Use the Code« and your discount will be calculated automatically.

The value of discount code is predetermined and is understood as discount on the total purchase or on the specific product. It should be used until the indicated date (the exception are special codes about which the customer is informed). The promotional code does not apply to specifically labelled products. Various promotional codes cannot be summed. You will be informed by the system in case of incorrectly entered codes.

May I book a certain model of footwear in advance?

In general, the product may be booked in advance through our Customer Support Service but it is important for which product it is about.

Namely, some products, especially extremely rare and most wanted Jordan Retro footwear models cannot be booked in advance as we want to enable the possibility of purchase to all our loyal customers.

What advantages do I have if I register on the site?

As a registered customer you will be able to shop faster and easier in the future. Your address will be stored so you will not have to enter it again when placing a new order. As a registered customer you have the possibility to view a short summary of all your orders and their status. In this way you may check if your payment has been received or if it was dispatched etc. Registration of a new customer is very simple and fast: 1. Click on the link ''My Account'' or ''Log In'' above the menu bar. 2. Enter your e-mail address and password (with this e-mail address and password you will later log into the system) and click "Login". Your account is now ready!

PAYMENT

What are the methods of payment in your online shop?

Payment is possible via credit card or PayPal.

In Slovenia and Croatia available payment methods are also Cash in Advance and Cash on Delivery.

I want to learn more about the method of payment via credit card.

We except following credit cards: Visa, Visa Electron, MasterCard, Maestro and Delta.

The procedure of payment:
please select the option »Credit Cards« as the method of payment during the ordering process. Then enter the following data: credit card number, credit card expiration date and security code. Immediately after entering the required data the processing of your order will continue.

100 % secure payments
Your security is the top priority therefore we treat your personal data very carefully and in accordance with the highest safety standards. For secure transfer of your data during the ordering process – especially the data on your credit card – we use the method of secure data transfer called »RapidSSL«. If you still have doubt despite all the above-mentioned precautions, you may send us your personal data without internet connection in so called »offline« mode. To do this, please select the option »Advance Payment« as the method of payment and complete your order. You may submit us the data of your card (name of the owner, credit card number and expiration date and security code) by phone. This allows us to process your order without the electronic transmission of your credit card data.

I want to learn more about the method of payment via PayPal.

PayPal is online-banking system that allows payments and money transfer online. The purpose of PayPal is to make the online payments easy and safe to use both for buyers and sellers.

PayPal is a bank and it works like a real bank, but it is online. This means that each user has their own account with which the payments are managed. There are two ways for money transfer by using PayPal account:

• You may use PayPal credit. You may always transfer this money by direct transfer from your »conventional« bank and then pay online with this credit.
• You may use your credit card for payments. In this case you do not need to transfer any money first.

For secure money transfer during each transaction all user personal data (information about credit card, bank account etc.) are protected with SSL „Secure Socket Layer”. In order to use PayPal, you should create your PayPal account first. You may create your account easily on www.paypal.com by registering your credit card. After that, online payments will always be made via credit card. If you already have an account, please select the payment option "PayPal" and you will be guided through the payment procedure. In order to make your payment by using your PayPal account, please select "PayPal" option. You will make the payment after completion of your purchase. When you fill in all the required fields, please confirm your purchase with the blue PayPal button at the bottom right. By clicking the button, you will enter in your PayPal account where you will complete your purchase.

You may find more information about PayPal account on www.paypal.com.

I ordered a product and paid for it in advance via PayPal or credit card. Then I received the information that my desired product is no longer in stock. What is the next step?

In case you ordered the product and paid for it via PayPal or credit card and the product is no more in stock we will return your full purchase price no later than within 8 days.

What about VAT?

VAT is included in all prices in our online shop.

I want to issue the invoice to the basketball club, association or company. What should I do?

If you want us to issue an invoice to a basketball club, association, or company you need to follow these steps:
1. please register/log-in to your account before placing the order and fill in all the necessary information (including the tax number of the club or company).
After the registretion / log-in process is completed, please contact us via phone or e-mail our call center to go through all company/club / assosiation information to whom the bill should be issued.

After you follow these steps, customer support will send you the invoice.

DELIVERY

What is the cost of delivery?

Delivery costs depend on the country and the location of your delivery address. You may find the table with an overview of delivery costs by countries here.

How long does it take for the package to be delivered to my address?

Your package will be shipped from our depot in 1–2 workdays while the delivery times differ based on the country of delivery. If you have placed your order on the weekend or public holiday, your order will be shipped on the next workday. You can examine the expected delivery times by countries here.

Where can I track the status of my package? How can I know where exactly my package currently is?

You will be informed about the dispatch of your order via e-mail. In the e-mail, you will receive a tracking number and a link to track where your package currently is. Your tracking number will be active in the late evening hours on the day of dispatch from the Grosbasket warehouse. We suggest you check the activation of your tracking number after 21:00 or the next day in the morning.

What happens if I am not at home at the time of delivery?

In case you are not present at the indicated address in the time of delivery you shall agree with our delivery service about a new delivery address.

What should I do to prevent any troubles with delivery?

To ensure that your order will be delivered quickly and easily we suggest the following:
• Please provide the exact delivery address where someone will be available to accept the package. This may for example also be the address of your office or the address of your neighbour or friend.
• Please provide the phone number at which you can always be reached in a case that any troubles arise during delivery.
• Please track your package. The system for packages tracking ensures that you are constantly informed about the current location of your package, so you may check when approximately the package will arrive at your address and see if there are any troubles in delivery. The tracking code will be sent to you at the order confirmation and will be activated when the package is scanned by the delivery service you have selected. Usually, the package tracking code is activated in the late evening hours.
• Please ensure that your name is visible on your door so that the delivery service has no problems in searching for your address.

To which countries do you deliver?

We deliver worldwide. You may find the table with an overview of delivery costs by countries in ourDelivery Service table.

My package is lost. What should I do?

No worries! We will make sure that your ordered goods will come in the right hands. In case your package is lost please contact our Customer Support Service via phone +386 59 344 580or email [email protected].

I was not at home when the courier service delivered my package. Thus, my package was sent back. What should I do?

Please contact our Customer Support Service on email [email protected] and we will find a solution for you.

I received the product which did not meet my expectations. May I replace the product?

You may replace your product only for smaller or larger number within 14 days from the date of purchase. If your reason for changing is not one of stated above, then the exchange isn't possible.

Fill in all the fields of the Return form and safely package your parcel. The returned product should be packed in its original packaging, undamaged, unused and the original invoice should be enclosed. We will return your purchase price within 8 days from the receipt of the completed form to the indicated bank account. Learn more about the procedure of replacement here.

May I cancel my order? How should I do this?

In case you made a mistake or sent your order too soon please contact us at our e-mail address [email protected] and cancel your order via e-mail. Please address your e-mail with the title ''Order cancellation'' and indicate your purchase order number which you received in the confirmation e-mail upon submitting the order.

How do I know that you received the package which I returned to replace the product?

After we receive the parcel with the returned product we will inform you via e-mail.

I received a defective or wrong product. What should I do?

In case you received the defective product you should immediately contact our Customer Support Service on email [email protected] which will check and solve the issue immediately. You must notify us of any real defect at your own expense along with a precise description of the error in the complaint form within two months from the day the defect was discovered. We are not responsible for material defects on the product that appear after a period of two years since the product was delivered to customers doorstep.

The package is damaged. What should I do?

Each package leaves our warehouse in perfect condition. In case that you notice any signs of damages on the delivered package please feel free to forward this information to the delivery courier first. Please open the package carefully and keep the interior in its original condition. Continue with checking of the ordered products. Carefully check the ordered goods and make sure that there are no damages. In case you notice any damaged articles please contact our Customer Support Service immediately. Please take photos of damaged articles and external damages of the package and send them to the e-mail address [email protected] together with a brief description of damages and your purchase order number. In case of a damaged package please store everything that was contained in the package. As soon as we get information about the problem, we will deal with it and provide you with a solution. In case you noticed damages on the package only after its acceptance please contact our Customer Support Service immediately ([email protected]).

ABOUT GROSBASKET

I would like to learn more about Grosbasket.

Grosbasket is a specialized provider of basketball equipment of the renowned brands like Nike, Air Jordan, Adidas, Under Armor, New Era, Spalding, McDavid, and others. Grosbasket was founded with the purpose to supply the market in one place with the best equipment which the basketball player needs to develop and to achieve his goals. By knowing the basketball market and with our professional approach, commitment, passion, and vision we want to be a part of basketball-urban community which is created by all those who have been touched by the basketball one way or another.

Our beginnings date back to 2014 when we decided that we wanted to offer the market something new, different, and better. So, the company Grosbasket was founded, the first specialized provider of basketball equipment in our country. Everything started with a small show room in the size of 40 m2 in a small town Grosuplje and an online shop. We were full of enthusiasm and not afraid of hard-work and already after one year we felt that it was the time to make a step forward. Thus, in 2016 we moved to Ljubljana, the capital of Slovenia, where we solemnly opened the door of one of the most modern stores in Europe on the area of over 440 m2.

But our story doesn’t stop here. One year later we opened another Grosbasket shop, this time in Zagreb, the capital city of Croatia. In order to make the experience of a basketball player truly unforgettable we also provide, in addition to the modern design and excellent offer, the real basketball court, which is located at both of our shops. Can you imagine that you can test your footwear on the real basketball court prior to the purchase? Awesome, right? We are continuing our journey and our vision – to expand Grosbasket, to share unforgettable basketball shop experience, and to give strong support to the whole European basketball community!

Which brands are available in your store?

In our store, you may find only the high-quality products of the renowned brands:

• Nike
• Air Jordan
• adidas
• Under Armour
• K1X
• New Era
• Mitchell & Ness
• Converse
• Stance
• Peak
• Spalding
• Wilson
• Polar
• SKLZ
• Zero Point

May I really test the footwear on a basketball court right in your store?

In order to make the experience of a basketball player truly unforgettable, we also provide, in addition to a modern design and excellent offer, the real basketball court which is located in our stores in Ljubljana, Zagreb and Budapest. Can you imagine that you test your footwear on the real basketball court prior to purchase? Unforgettable!

What are the basic data of the company Grosbasket?

GROSBASKET d.o.o.
Ukmarjeva ulica 6
SI - 1000 Ljubljana
Registration number: 6646077000
Bank account: SI56 0292 4026 4577 582
T: +386 (0)59-344-580
M: [email protected]
W: www.grosbasket.com