- by croatiaweek
- June 15, 2026
-
in
News
(Photo: Croatian Post)
New General Conditions for the Provision of Universal Service Apply from May 1st
ZAGREB, 15 June 2026 – Croatian Post has issued a clarification following media reports regarding advice for safe online shopping and questions surrounding the inspection of cash-on-delivery parcels before acceptance.
The postal operator said that the current Postal Services Act regulates the provision of postal services, as well as the rights, obligations and responsibilities of postal service providers and users.
Under the law, customers have the right to submit a complaint in cases where a postal item has been damaged or its contents reduced, subject to conditions set out in legislation and the general terms and conditions of Croatian Post.
Croatian Post emphasised that inspecting the contents of a parcel in the presence of a postal worker before formally accepting delivery is not provided for under the law.
As a result, postal operators are not required to allow such inspections.
According to the company, this stems from one of the fundamental principles of postal services: the confidentiality of postal items.
Postal operators are responsible for transporting and delivering sealed parcels from the sender to the recipient, while the contents of those parcels remain protected.
The clarification also addressed online shopping transactions. Croatian Post noted that consumers enter into a contractual relationship with the retailer from whom they purchase goods.
As such, the online retailer is responsible for ensuring that the item delivered matches the product ordered by the customer.
Since retailers hand over goods to postal operators in sealed packages, Croatian Post said it cannot be held responsible for the contents of a parcel.
Its responsibility is limited to the delivery process, ensuring the package is transported from the sender to the recipient.
To help consumers shop safely online, Croatian Post advised customers to verify that an online retailer is reputable before making a purchase.
Consumers should also check whether clear return policies are available, understand the conditions for returning goods, and review the procedures and deadlines for submitting complaints.
In addition, customers are encouraged to ensure that secure online payment channels are available. Croatian Post said these are among the key indicators of a safe and reliable online shopping experience.
