FAQs
Orders and shipments
How do I know if my order has been placed correctly?
Once your purchase is complete, you will receive a confirmation email with your order summary. This email will include the products you purchased, the delivery address, and the total amount. If you do not receive this email, please check your spam or promotions folder.
How long will it take for my order to arrive?
Delivery times depend on the shipping zone. As a general rule, orders are prepared within one business day. For domestic shipments, the estimated delivery time is usually 1 to 4 business days, while international shipments can take between 2 and 7 business days. You can find detailed information by zone in the Shipping section.
How can I track my order?
Once your order has been shipped, you will receive an email with tracking information. You can check the shipment status at any time via that link.
Can I modify or cancel an order once it has been placed?
Orders can only be modified or canceled before they begin preparation. Due to the nature of our food products, once the preparation process has started, changes cannot be made. If you need assistance, we recommend contacting us as soon as possible.
What happens if my order arrives damaged or incomplete?
If your order arrives damaged, incomplete, or has any other shipping-related issues, please contact us as soon as possible, including your order number. Our team will review the case and offer you a suitable solution.
Payments
When will my order be charged?
The payment is made at the time of confirming the purchase, using the payment method selected during the checkout process.
What payment methods do you accept?
We accept the payment methods available through Shopify Payments. The specific methods available are always displayed during the checkout process.
What do I do if my payment has been rejected?
If your payment has been declined, we recommend checking the information you entered or using a different payment method. If the problem persists, you can contact your bank or write to us so we can help you.
Account and subscription
Do I need to create an account to buy?
Creating an account is not required to place an order. However, having an account will allow you to view your orders, manage your subscriptions, and save your information for future purchases.
How can I access my previous orders?
If you have created an account, you can view your active and past orders from the "My Orders" section within your customer area.
How do I manage or cancel my subscription?
You can manage or cancel your subscription at any time from your customer account by accessing the "My Subscription" section. From there, you can easily modify the frequency, pause, or cancel your subscription.
Can I pause or modify my subscription?
Yes. You can pause or modify your subscription at any time from your account, as long as it's before the deadline shown for the next shipment.
What happens if a subscribed product is out of stock?
In the unlikely event that a subscribed product is unavailable, we will inform you in advance and seek a suitable solution. If the shipment is ultimately not made, payment will not be processed, or the order will be held for the next cycle, as applicable.
Returns and refunds
Can I return a product?
Due to the food-grade nature of our products, we do not accept returns of opened or tampered items. Only unopened, intact products in the same condition as when they were shipped will be accepted for return, in accordance with current regulations. You can find more information in the Returns and Refunds section.
In what cases is a refund issued?
Refunds are processed on a case-by-case basis, depending on the reported issue. If the return is accepted or the issue is our responsibility, the corresponding refund will be issued.
How long does it take for a refund to be processed?
Once approved, the refund will be made using the same payment method used for the purchase and within approximately 5 business days .
Customer service
How can I contact you?
You can contact our customer support team by email or phone. You'll find all the contact details in the Contact section.
What are the customer service hours?
Our customer service hours are Monday to Friday, from 7:00 to 15:00 (CET) .
Telephone customer service will be available Monday to Friday, from 8:00 a.m. to 2:00 p.m. (CET)