Frequently Asked Questions
Where do you ship orders from?
We ship all the orders from our main warehouse in Athens, Greece.
Every product is handled carefully from the moment it enters the warehouse until the moment it is in the parcel travelling to you.
All the products that are in our warehouse are passing daily quality checks to ensure that you will receive a top-notch quality product at your house.
How do you ship to the United States?
All shipments to the United States have an average transit time between 2 and 4 days, calculated from the departure of the goods from our warehouse. We use the Air Express service to best guarantee the preservation of food during the trip.
Shipping costs decrease as the order increases:
- Orders up to € 99 have a shipping cost of € 4.90 per kg of goods shipped
- Orders up to € 199 have a shipping cost of € 3.90 per kg of goods shipped
- Orders over € 199 have a shipping cost of € 2.90 per kg of goods shipped
How do you ship to the UK & Switzerland?
We ship all our products everywhere in the world, even the fresh. We will support you in order to avoid the payment of customs duties related extra-EU shipments.
For extra information, please visit the shipping page here: Shipping & Delivery
How do you ship fresh products?
We carefully pack all the fresh products with the best temperature controlling materials. We place the product in an isothermal bag, along with ice packs and then we ship the order with express service. This way, the product reaches you within 24/48h after dispatch, as fresh as possible.
To find out more about the way we ship fresh products, click: Shipping & Delivery
Are frozen products safe?
All the precautions that are taken in the preparation of shipments of refrigerated products are aimed at a correct purchasing experience on European territory. However, when refrigerated shipments take place outside Europe, it is more difficult to ensure that the products are kept at the correct temperature for a greater number of days.
In any case, whether the products are being shipped to Europe or outside Europe, refrigerated delivery cannot be guaranteed. The frozen products will then be delivered together with the other fresh products with packaging suitable for preserving the temperature of 4-6°C. We therefore recommend consuming frozen products in the hours immediately following delivery and not refrigerating them again.
To find out more about the way we ship frozen products, click: Shipping & Delivery
I would like for my order to be a gift, could you please not include prices and invoice in the parcel?
Of course, we can! Just let it us know as soon as you make your order by sending an e-mail at firstname.lastname@example.org and we will take care of it!
Can I modify my order after I have completed it?
Yes, you can…but remember to inform us as soon as possible! You can contact us via e-mail at email@example.com and let us know what you wish to change.
However, you cannot make any changes after your order has been shipped, meaning that you have received the shipping confirmation e-mail.
I received the package but there are damaged and/or missing and/or wrong products. What should I do?
In the unlucky case of broken, damaged, missing or wrong products, you have to send us a report (attaching photos and order number) to firstname.lastname@example.org the same date of receiving the package. Our Customer Service Team will reply to you proposing the best solution for each case.
If you fail to notify us within 7 days of receiving the package, reports will no longer be considered.
I received only some items of my order, where is the rest?
When an order is heavy and it includes fresh goods, sometimes we split the order into 2 separate shipments, in order to better protect the state of the fresh items. We often choose to not mix heavy objects, like bottles, with soft, like cheese, because there might be damages.
In this case, you will receive 2 different order shipping e-mails with 2 separate tracking numbers and in the end, you will receive 2 shipments with one or more boxes each.
What happens if I refuse the delivery of the parcel?
Can I have an invoice issued for my order?
Yes, of course! Customers who request an invoice for the products purchased have the possibility to do so within a maximum of 3 days from the date of the order. To request the invoice, it is necessary to send an email to email@example.com and clearly indicate the company data:
- Business name Address including postcode
- VAT number valid for international billing purposes (we will check it in the Vies European System)
Keep in mind that after an order is shipped, it is not possible to issue an invoice at all. We therefore recommend that you send the request immediately after placing the order.
When will my order be shipped?
We usually need 2-5 working days to prepare and process an order. However, in periods such as holidays or promo events when the orders are a lot, keep in mind that there might be some delays in the preparation time,like during Black Friday and Greek Week period.
How can I contact you?
You can contact us via e-mail at firstname.lastname@example.org and we will reply to you the soonest possible. Also, you can contact us via phone in +30 210 6614764 from Monday to Friday, 10:00-17:00 Athens Time.
Please note that on the weekends and on national holidays, bank holidays, etc. we are not at the office.
What about the shipping cost of the fresh products?
For orders inside the European Union containing fresh products, there is a shipping rate of 14.90€ and then 1€ is added to it with every kg of product dispatched. However, for orders with fresh products that have value over 139€, shipping is free.
For orders outside of the European Union, the shipping rates vary for each zone. Also, there is no free shipping in non-EU orders.
In any case, you can calculate the shipping rates for your order in your basket and in the checkout.
For detailed information, please click here: Shipping & Delivery