FAQ
Here are answers to the questions customers ask us most. If yours isn't here, call +385 99 304 3333 or email shop@padelembassy.com.
Orders and payment
How can I pay?
Online, by card, Apple Pay, Google Pay or another available online payment method. Pickup orders are paid online too. We don't accept bank transfer or cash on delivery.
Do prices include VAT?
Yes. All prices are in euros and include VAT, and you see the delivery cost before you pay.
Will I get an invoice?
Yes, we email your order confirmation and invoice.
Delivery
How much is delivery?
BOX NOW parcel locker delivery is free on orders of €50 or more, otherwise €3. Home delivery is free from €200, otherwise €7.00.
When will my order arrive?
We hand it to BOX NOW the same day, or at the latest with the next BOX NOW pickup. For home delivery we hand it to the courier the same or next working day, and delivery usually takes 1 to 3 working days, one day longer to the islands.
How do I collect from a BOX NOW locker?
When the parcel arrives, BOX NOW sends you a text and email with the code to open it. Collect it within 4 days.
Do you deliver outside Croatia?
Not yet. We only deliver within Croatia.
Pickup at Embassy Shop
Where and when can I pick up my order?
At Padel Embassy reception, Slavonska avenija 17, Zagreb, every day from 8:00 to 23:30. Pickup is free with no minimum order. Wait for the "Ready for pickup" email and give your order number at reception.
How long do you keep my order?
14 days. After that we contact you, and if we can't reach you, we cancel the order and refund it.
Can someone else pick up my order?
Yes, just give them your order number.
Returns and exchanges
Can I return a product?
Yes, within 14 days of receiving it, no reason needed. Email shop@padelembassy.com, and see Return Request for what to include.
How much does a return cost?
Returns are free if you bring the product to Padel Embassy reception. If you send it by post, you pay for return shipping.
Can I return a racket I've played with?
No. You can inspect it and check weight, balance and grip, but don't play with it or remove the protective film. A racket that has been played with can no longer be sold as new, so you get no refund for it. If you want to try it before you buy, try all our gear at Padel Embassy.
What can't be returned?
Opened grips, overgrips and socks (for hygiene reasons), opened ball tubes and opened racket protector tapes. If one of these products is faulty or damaged, contact us and we will handle it as a warranty claim.
How do I exchange a size or model?
Return the product within 14 days and place a new order.
When do I get my money back?
Within 14 days of your return notice, to the same payment method. If you return the whole order, we refund delivery up to €3 (the price of BOX NOW delivery). More in Returns & Refunds.
Gift card
What can I use the gift card for?
Everything on embassyshop.hr, with delivery or pickup, across several orders until the balance is used. It can't be used in the shop at the club. Cards come in amounts from €50 to €300.
How long is the gift card valid?
Two years from purchase. The expiry date is in the gift card email.
Testing and rental
Can I try a racket before I buy?
Yes. Try all our gear at Padel Embassy, with more than 30 demo rackets. Ask at reception. Find the right shape and weight in our guide How to choose a padel racket.
Can I rent a racket?
Yes, at Padel Embassy reception. A Basic beginner racket is €3 per session and a Premium racket €6. If you decide to buy a racket, the rental is free.
What can I buy at the club?
Rackets, balls, grips and shoes. Order everything else online and pick it up at reception.
Do you sell original Oxdog rackets?
Yes. Embassy Shop is the only authorised Oxdog distributor in the region.