This document (together with other documents mentioned herein) sets out the general terms and conditions for using the website: www.questionmark.rs (hereinafter: the Website) and for purchasing products through the Website.

The posting, management, and sale of products through the Website are operated by:

Questionmark d.o.o. Beograd

Beograd, Venizelosova street 33e, local 9

Company ID (MB): 17574396

Tax ID (PIB): 103570575

Activity code: 1413 – Manufacture of other clothing

E-mail: info@questionmark.rs (hereinafter: Questionmark or we)

Please read these Website Terms of Use (hereinafter: Terms of Use) carefully before using the Website. By using the Website, the Customer is deemed to have read and accepted these Terms of Use.

Questionmark may modify the content of these Terms of Use, the product assortment, product prices, as well as other information related to the Website. Therefore, Customers are obliged to carefully review the Website content each time they visit. By using the Website or ordering products through the Website, you are bound by these Terms of Use.

If you do not agree with the Terms of Use or with the purpose and manner of processing your personal data, please do not use the Website.

If you have any questions regarding the Terms of Use, you can contact us by e-mail at info@questionmark.rs or by mail at the registered office of Questionmark: Beograd, Venizelosova 33e, local 9.

Disclaimer

Questionmark shall not be held responsible for any damage suffered by the Customer due to failure to read the Terms of Use; inability to make a purchase through the Website for justified reasons; inability to use the Website due to maintenance, security measures, or any other technical reason; denial of access to the Website due to unauthorized use.

Use of the Website

The data (including your personal data) that you provide to us will be processed in accordance with the Terms of Use, the Personal Data Processing Notice (Privacy Policy), and the Cookie Notice. By using the Website, you agree to the processing of your personal data in accordance with these documents.

By using the Website and ordering products through the Website, you agree to:

  • use the Website only for browsing and legally valid orders;
  • not submit false or misleading orders;
  • ensure that the e-mail address, address, and/or other contact information you provide are accurate, valid, and complete.

By ordering products through the Website, you consent to Questionmark using your data and contacting you for the purpose of fulfilling your order, if necessary, in accordance with the Personal Data Processing Notice. If you do not provide all the required information, you will not be able to complete the purchase. When placing an order through the Website, you confirm that you are over 18 years old and legally capable of entering into binding contracts.

PURCHASE OF PRODUCTS

The presentation of products on the Website constitutes an offer to conclude a sales contract for the products. The sales contract is concluded with Questionmark as the seller. By concluding a sales contract with Questionmark, you obtain all rights provided under applicable laws. By ordering products through the Website, the Customer undertakes to make payment to Questionmark.

By clicking the “Create Order” button at the final step of the ordering process, you issue a binding purchase order and commit to making payment, at which point the sales contract is concluded. After this, the order confirmation will be created as soon as possible, and you will immediately receive an e-mail containing all elements of your order.

Ordering

Products can be ordered through the Website only electronically, which means that ordering via telephone or mail is not available. As in a physical store, you first need to select the products you wish to order on the Website. Choose the color options (if available in multiple colors) and size, which are mandatory, and you can also select the quantity of each product you wish to order. By using the “Add to Cart” button, located on each product page of the Website, the selected product is added to your “cart.”

The products you have selected, which are now in the “cart,” can be ordered by clicking the “Proceed to Checkout” link.

The next step allows you to choose whether to order as a guest or as a registered Customer. If you choose to order as a guest, you will provide the purchaser’s information, the delivery address, and select the payment method. On the other hand, registration offers you: a faster and easier ordering process, simple access to your orders, and order status tracking. Once registered, the system will recognize you automatically for any future orders, eliminating the need to repeat certain steps required from guest users.

At the final step of the ordering process, all details of your order and the total costs will be displayed. At this point, you confirm your order or cancel it. Every Customer is provided with the opportunity to review all entered data before submitting the order and to correct any errors made during data entry.

By clicking the “Create Order” link, the order confirmation will be generated, and you will immediately receive an e-mail containing all elements of your order.

The order confirmation serves as proof of the contract.

Ordering through the Website is simple, and even if you make a mistake, we are ready to assist you in any situation.

After placing an order (as described in detail in the previous section), you will receive an e-mail containing all the details of your order. However, if for any reason the delivery of the ordered goods is not possible, Questionmark is obliged to notify you without delay.

Once the order confirmation is created, if you are a registered Customer, you can track the preparation of your shipment via the “my account” link.

Registration

You can register on the Website as follows:

Click the “My Account” link to open the registration form. Then click on the “Create Account” link.

By filling out the registration form with your personal data (full name, e-mail address, and password) and clicking the “Create Account” link, you complete your registration on the Website.

Product Price and Delivery Costs

The sale price of each product is indicated on the Website next to the respective product and includes VAT.

We reserve the right to change prices and other commercial conditions, and we will inform Customers in a timely manner on this Website.

All payments will be made in the local currency of the Republic of Serbia – Serbian dinar (RSD). For informational purposes, prices in other currencies are displayed using the middle exchange rate of the National Bank of Serbia. The amount charged to your payment card will be expressed in your local currency through conversion at the rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price listed on our Website. The prices displayed in the web shop apply exclusively to online purchases.

In addition to the product price, the Customer pays transaction fees (bank fees), the amount of which is determined by the bank, as well as delivery costs.

For orders within the territory of the Republic of Serbia, the delivery cost is 300.00 RSD for orders up to 2 kg. For deliveries over 2 kg, an additional fee of 43.00 RSD per each additional kilogram over 2 kg will be charged, in accordance with the price list of the courier service AKS Express Courier.

Delivery costs outside the territory of Serbia are charged according to the delivery rates of the courier service DHL, which can be viewed at the following link ______.

International shipments may involve additional customs duties, taxes, or other charges imposed by local customs authorities. These costs are borne exclusively by the Customer. For more information, we recommend contacting the local customs office in your country.

Payment Method

The products you have ordered and wish to purchase through the Website can be paid for either by cash on delivery or by payment card via the Website for deliveries within the territory of the Republic of Serbia. For international deliveries, payment by card is the only available option.

Cash on delivery means paying the amount shown on the fiscal receipt upon receipt of the shipment.

If you have a payment card (Visa, MasterCard, Maestro, Dina, or American Express) that can be used for electronic payments with authorization from the issuing bank, you may choose this payment method. After confirming your order, you will be redirected to the payment institution’s website, where you enter your card details and complete the payment.

If the transaction is successful, you will be returned to the Website with a notification that the payment has been successfully completed. If the payment fails, you will be returned to the Website with information about the unsuccessful payment and will have the option to retry the payment or select another payment method.

For security reasons, your card details are visible only to the payment institution as the card processor. The bank’s website is secure and protected for this type of payment.

Payment in 12 monthly installments is available exclusively with Banca Intesa cards in Serbia.

Delivery Method of the Fiscal Receipt

Questionmark will deliver the fiscal receipt to you along with the ordered goods in paper form. Additionally, Questionmark will also send the fiscal receipt to your e-mail together with a notification that the ordered items have been packed and are ready for pickup by the delivery service.

By accepting these Terms of Use, you give your consent for Questionmark to send the fiscal receipt electronically as well.

Order Delivery Tracking and Delivery Time

After placing your order, you can track its status via a link provided in the e-mail from Questionmark or through the “My Account” page on the Website, but only if you are a registered Customer on the Website.

After ordering, you will receive an e-mail notification that your order confirmation has been received. This means that we have received your order and that the shipment is being prepared and packed.

Once your shipment is ready, we address it and hand it over to the delivery service: Aks Express Courier (for shipments within Serbia) or DHL (for shipments outside Serbia), which will deliver the package to the address provided for delivery. At that time, we will send you an e-mail notification with the shipment number. From that moment, you can track the shipment via the following links:

From the moment your payment is recorded, or from the date of order confirmation e-mail, it usually takes 3–5 business days for your goods to be prepared and shipped. In exceptional situations, minor delays may occur, especially due to courier service operations, sold-out products, or during holidays or non-working days. We kindly ask for your understanding in such cases – it is always in our interest that your package arrives as soon as possible. We appreciate your support and patience.

– delivery within the territory of Serbia

Your shipment will be delivered via the courier service contracted by Questionmark to the delivery address you provided, between 8:00 a.m. and 6:00 p.m. on business days (deliveries are not made on Saturdays, Sundays, religious, or public holidays). Therefore, please ensure that someone is available at the delivery address to receive the package during this period.

The courier is obliged to attempt delivery. If the recipient is not available at the address during delivery, a notice will be left, and the shipment can be picked up at the location specified in the notice within 5 business days. If delivery cannot be completed within this period, the shipment will be returned to Questionmark.

– delivery outside the territory of Serbia

Orders outside Serbia are delivered via DHL in accordance with the general terms and conditions of this courier service. Please note that the final delivery time may be affected by the customs clearance process in your country.

IMPORTANT NOTICE:

Questionmark does not cover customs duties, taxes, or any additional costs that may arise during import. These costs are the responsibility of the Customer and are not included in the product price listed on our Website.

At the moment the shipment is returned to Questionmark, the sales contract is automatically terminated, and we will refund all payments received from you, except for delivery costs you have incurred. The contract may remain in force if the Customer requests it, provided that the Customer bears the cost of a new delivery, whether domestically or internationally, according to the rates of the courier service contracted by Questionmark.

Upon receiving the shipment, it is necessary to visually inspect the package to ensure that there is no visible damage.

If the package is significantly damaged and you suspect that the product may be damaged, you must refuse the shipment and notify us immediately.

If the shipment appears undamaged, you may freely accept it, sign the delivery note for the courier, and pay for the products and delivery costs (if you have chosen cash on delivery as the payment method).

Until the moment the goods are received by the Customer, the risk of accidental loss or damage is borne by us or the carrier. At the moment the goods are received by the Customer, the risk of loss or damage transfers to the Customer.

Right of Withdrawal from a Distance Contract

In accordance with the law, you have the right to withdraw from the sales contract for goods concluded via the Website without giving any reason, within 14 days from the day the goods are delivered to you or to a third party designated by you as the recipient.

If you wish to withdraw from the sales contract for goods concluded via the Website, you can do so electronically by filling out the withdrawal statement form from a distance contract (hereinafter: “withdrawal form”), which can be found ______. The items ordered, together with the completed withdrawal form, the order confirmation/delivery note received by e-mail, and the fiscal invoice, must be sent by the Customer to: brigaokupcu@questionmark.rs. Questionmark is obliged to issue a confirmation of receipt of the withdrawal statement to the Customer.

The withdrawal statement produces legal effect from the day it is sent to Questionmark and is considered timely if sent within 14 days from the day the goods were delivered to you or to the third party designated by you as the recipient.

If you withdraw from the contract, you bear the costs of returning the goods and must return the purchased goods to Questionmark within 14 days from the date of withdrawal. You do not bear the return shipping costs if the return is due to a mistake in delivery by Questionmark. The Customer must return the goods via the courier service that delivered the goods to them.

Questionmark is obliged to refund all payments received for the goods without undue delay, and no later than 14 days from the day it received the withdrawal form. However, Questionmark may delay the refund until it has received the returned goods or proof that the goods have been sent, whichever occurs first. Refunds will be made using the same payment method used by the Customer during the purchase.

You do not have the right to withdraw from the contract in the case of delivery of sealed goods which cannot be returned for health or hygiene reasons and which have been unsealed after delivery (e.g., underwear). If a product from these categories has been unsealed, it is considered used and cannot be returned.

The Customer is obliged to return the product in the same condition in which it was delivered (undamaged, without signs of use or washing), in its original packaging, with all declarations and labels.

If the Customer fails to submit the withdrawal statement within the prescribed period, or if the product does not meet the required conditions, or if the statement does not contain all necessary information for processing, the Customer loses the right to withdraw and receive a refund.

Right to Exchange Goods

You have the right to request an exchange of purchased, unused goods within 14 days from the day the goods are delivered to you or to a third party designated by you as the recipient.

If you wish to exchange the goods for the same item in a different size purchased via the Website, you can do so by sending the exchange form (_____) for the same product to the email address: brigaokupcu@questionmark.rs, indicating the size you require.

Exchange for a different product is not possible.

Upon receiving your email, Questionmark will inform you whether the requested size is available in stock. If the requested size is available, you must, within 3 days, send the goods along with the electronic invoice to: Questionmark doo Beograd, Venizelosova br. 33 e, lokal 9, via the courier service that delivered the product to you.

Questionmark is obliged to deliver the exchanged product within 14 days from the day it receives the item to be exchanged, in accordance with the details provided in the exchange form.

In your exchange request, you should indicate your current account number, to which the refund will be made if the replacement product in the requested size is unavailable. Questionmark will inform you in a timely manner in such cases. In this situation, the provisions of the Right of Withdrawal from a Distance Contract apply.

For exchanges of goods in a different size, you bear the costs of returning and delivering the product via the courier service that delivered the original goods to you.

Questionmark will not perform an exchange if:

  • The prescribed exchange period has expired;
  • The goods are damaged, used, or not in the original packaging with all declarations and labels;
  • The product is from the underwear category, not in its original packaging, or has been unsealed. Unsealed underwear is considered used and cannot be exchanged.

Customers residing outside the territory of the Republic of Serbia who wish to return or exchange goods can obtain all necessary information by contacting brigaokupcu@questionmark.rs.

Legal Liability for Non-Conformity of Goods with the Contract

Questionmark is obliged to deliver goods that conform to the contract.

Questionmark is responsible for non-conformity of goods with the contract that appears within two years from the date of delivery to you or to a third party designated by you as the recipient.

If the non-conformity occurs within six months from the date of delivery, it is presumed to have existed at the time the risk passed, unless this is inconsistent with the nature of the goods and the type of non-conformity.

Questionmark is liable for non-conformities of the delivered goods if they existed at the moment of delivery to you or to a third party designated by you; the non-conformity appeared after delivery but originates from a cause existing before delivery; Questionmark explicitly stated that the goods were in conformity with the contract.

Questionmark is also responsible for non-conformity arising from improper packaging.

If the delivered goods are not in conformity with the contract, you have the right to request that Questionmark remedy the non-conformity free of charge by repair or replacement, or to request a reasonable reduction in price, or to terminate the contract concerning that specific item.

If the non-conformity occurs within six months from the date of delivery, you have the right to choose between requesting that the non-conformity be remedied by replacement, an appropriate price reduction, or contract termination.

If the non-conformity occurs within six months from delivery, remedying the non-conformity by repair is possible only with your explicit consent.

If the non-conformity occurs after six months from delivery, you have the right to choose whether Questionmark remedies the non-conformity by repair or replacement.

You cannot terminate the contract if the non-conformity of the goods is insignificant.

All costs necessary to bring the goods into conformity with the contract, including labor, materials, collection, and delivery costs, shall be borne by Questionmark.

Notice on How to Submit Complaints, Where to Submit Them, Handling Procedures, and Out-of-Court Dispute Resolution

We inform you that complaints regarding goods purchased via the Website can be submitted electronically to the email address: reklamacije@questionmark.rs by filling out the Complaint Form (_____).

Complaints may be submitted for the purpose of remedying non-conformity, as well as for incorrectly charged prices or other defects.

When submitting a complaint due to non-conformity, you are required to deliver the goods in clean condition, along with the invoice or other proof of purchase (copy of the invoice, receipt, etc.) to the following address:

Questionmark doo Beograd, Venizelosova 33e, lokal 9.

The date of submission of a complaint for non-conformity will be considered the date on which Questionmark receives the registered shipment with the goods being complained about, or the date when the customer directly delivers the goods to Questionmark at the address above.

When delivering the goods, you are not required to provide the packaging.

Upon receipt of the complaint, we will electronically confirm that your complaint has been received, and we will provide the reference number under which your complaint is recorded in our complaint registry.

No later than eight (8) days from the date of receipt of the complaint, we will respond in writing or electronically to the submitted complaint. The response will include decision on whether the complaint is accepted, statement regarding your request, concrete proposal and deadline for resolving the complaint, which cannot exceed 15 days from the date of receipt of the complaint.

We are obliged to proceed in accordance with the decision, proposal, and deadline for resolving the complaint, provided we have received your prior consent.

If, for objective reasons, we are unable to satisfy your request within the agreed deadline, we are obliged to inform you of the extension, indicate the new deadline, and obtain your consent, which we must record in the complaint registry. The deadline for resolving complaints can only be extended once.

If we reject your complaint, you have the right to initiate an out-of-court consumer dispute resolution procedure.

Notice on Questionmark’s Obligation to Participate in Out-of-Court Consumer Dispute Resolution

We inform you that Questionmark, in accordance with the law, is obliged to participate in out-of-court consumer dispute resolution proceedings before the competent body for out-of-court consumer dispute resolution, whose list is compiled and publicly published by the ministry responsible for consumer protection.

The consumer may initiate the procedure only if they have previously submitted a complaint or objection to Questionmark.

If a complaint is rejected as unfounded, the complained product will be returned to the address provided in the Complaint Form.

If the consumer provides incorrect information regarding the address or phone number in the Complaint Form, or refuses delivery of the shipment, and as a result Questionmark cannot inform the consumer about the response to the complaint or cannot complete the complaint procedure within the legal deadline, Questionmark shall not be held responsible for exceeding the deadline.

If the consumer, for any reason, refuses to accept the complained product, Questionmark will store it for 30 days from the date of attempted delivery, after which the product will be disposed of.

Processing of personal data in the Complaint Form is carried out in accordance with Article 12, Paragraph 1, Item 2 of the Personal Data Protection Act, in order to execute the contract concluded between Questionmark and the consumer. By signing this form, the consumer gives consent to the processing of data in accordance with Article 15 of the Personal Data Protection Act. The data provided in this form are used exclusively for exercising the right to file a complaint about the purchased product and will not be used for other purposes.

The consumer has the right to request from Questionmark access, correction, or deletion of their personal data, restriction of processing, objection, data portability, and withdrawal of consent at any time.

The consumer also has the right to submit a complaint to the Commissioner for Information of Public Importance and Personal Data Protection.

Your Questionmark

Belgrade, 01.10.2025.