Safe Shop is a trustmark for webshops developed by the eCommerce Croatia Association to help customers identify safe online stores and to help merchants increase trust in their brand. If you see a webshop carrying the Safe Shop trustmark, it means it complies with all 10 criteria of the eCommerce Code, which is designed according to the expectations of online shoppers.
What does Safe Shop mean for merchants and customers?
- For merchants: Free certification available to all full members of the Association who respect the eCommerce Code. Along with the trustmark, merchants receive a system for collecting and displaying reviews, which further increases the transparency and credibility of the webshop.
- For customers: The assurance that they are buying from verified merchants who respect consumer rights, offer clear information about products and prices, enable secure payment, and adhere to rules regarding returns and privacy protection.
Research conducted on a sample of 3,431 online shoppers showed that as many as 31% consider a trustmark decisive when making their first purchase at a webshop.
eCommerce Code of Conduct
The Code of Conduct is a set of criteria defined in accordance with customer expectations, and the Safe Shop trustmark can only be achieved by members of eCommerce Croatia who satisfy all 10 criteria.
A real legal entity stands behind the webshop
We (the merchant) provide you (the consumer) with information about our identity (e.g., company name, PIN/OIB, company address) and the ability to contact us easily (email, phone, social media). If we operate on behalf of another merchant (e.g., in the case of a marketplace), we also inform you of the identity of the merchant who will deliver the goods to you.
You know what, when, and where you are buying
We (the merchant) provide a transparent and simple ordering process that gives you (the consumer) the opportunity to check your order and potentially correct it before we send the goods. Before you conclude the transaction, we will provide clear and transparent information about your legal rights and obligations. After the purchase, we will send you an order confirmation via email.
What you buy is what you get
We (the merchant) ensure that the essential characteristics of products and services are adequately described. Products will be delivered to you (the consumer) based on the description and product photo. If you buy a specific brand, we will deliver that specific brand. We do not sell fake or counterfeit products.
Prices are clear and complete
We (the merchant) clearly and transparently communicate our offer and the price you (the consumer) must pay for our services or products before entering the ordering process. We will not charge you for additional services or products unless you expressly agree to them. Before concluding the transaction, you will see the final price including all taxes, standard fees, delivery costs, and other expenses. If the final price cannot include all costs to be paid, it is explicitly stated which costs are not included in the final price, with a link to a page where those costs can be determined.
Payment is secure
We (the merchant) offer you (the consumer) multiple widely accepted and secure payment methods. The webshop uses a secure protocol (HTTPS) and a verified card payment system. At least one payment method offers you a refund option without our consent or provides the option to pay after the goods are received.
Delivery information is clear and transparent
We (the merchant) will deliver the ordered products within the period specified in our terms of purchase. If we charge for delivery, we will clearly communicate that cost during the purchasing process.
You have the right to return goods within 14 days
We (the merchant) allow you (the consumer) to return products within 14 days of delivery without needing to provide a reason. Only a few types of products may be exempt from returns*. If we decide to exclude these products, we will clearly state them before concluding the transaction. We will refund all payments received (including delivery costs) within 14 days of receiving the goods or proof of the return of the goods. The delivery costs for returning the goods are paid by the consumer. In the event that you return only part of the order, we do not need to refund the delivery cost. *Types of products/services that can be excluded from this right of withdrawal are defined by the Consumer Protection Act.
Complaints are resolved quickly and fairly
We (the merchant) will ensure that we contact you (the consumer) shortly after you send us a complaint, and we have provided clear instructions for this in the terms. If you contact us, we will respond to you within 3 business days in the primary language of our webshop or, if possible, in your language.
Customer privacy is protected
We (the merchant) respect your privacy as a customer, protect your data, and ensure a secure web environment. We are transparent and inform you about the collection and processing of your data and its purposes, including information about cookies. You always have the option to opt-out of cookies in accordance with GDPR regulations. We will not transfer or sell your data to a third party without your express consent, unless required by law.
We care about the security of your data
We (the merchant) commit to protecting our customers’ data by implementing minimal security procedures defined for all Safe Shop trustmark holders.
For more information and details about certification, visit the official page of the eCommerce Croatia association.