Important! Datorită perioadei aglomerate la curieri, pot apărea întârzieri de 24-36 ore în livrarea comenzilor.

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VAT Information:

Following the publication of the new Fiscal Code on January 13, 2016, our products (excluding products not intended for human consumption, such as utensils, molds, etc.) benefit from a 9% VAT rate.

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How to buy

Add the products you want to purchase to the shopping cart.

Once you've added the products to your shopping cart, click it and you'll be directed to the "Order completion" page.

Completion of the order can be done as follows:

1. By connecting to your client account.

By doing this, the fields related to the recipient, address, etc. are automatically filled in with the data you entered when creating your account.

You can modify this data, enter additional information or requests by clicking on the "Update" link.

2. Quick checkout, without a client account.

- Fill in your personal details (first and last name), billing and shipping addresses.

- Choose how goods are delivered (Curier or personal pick from our warehouse).

- Choose the payment method (payment in cash on delivery, bank transfer / internet banking, cash payment upon picking up the goods in our warehouse - only for companies), then click on "Confirm the order".

IMPORTANT: All orders placed correctly are automatically confirmed by an email sent to your address.

If you have not received your order confirmation e-mail, your order has probably not been completed.

Please contact us by phone or email if you placed an order and did not receive the confirmation by e-mail.

3. Phone orders.

For phone orders you can contact us at 0760 588 388 or 0733 622 833, Monday to Friday from 11am to 17th.

Orders placed before 14:00 will be shipped on the day of the order. Orders placed after 14:00 will be shipped on the next business day.

Important: Telephone orders will not be taken on national (official) non working days.

Payment

Payment of purchases made on our site can be made in the following ways:
  • Bank Transfer via Internet Banking / bank wire.
The order will be shipped only after we receive proof of payment.
  • Pay Online with card.
- It is possible to pay online with your personal or business card, under complete security conditions.

- If you choose the payment method "Online by bank card" it is necessary to complete a form with the information of your card on the secure page of the payment processor.

- Payments with credit / debit cards issued under the Visa and MasterCard logo (Visa / Visa Electron and MasterCard / Maestro) are made through the "3-D Secure" system, developed by the organizations that provide online transactions with the same level of security as those made at the ATM or in the physical environment, at merchants.

- "3-D Secure" first of all ensures that no information related to your card is transferred or stored, at any time, on the store's servers or on the payment processor's servers, these data being directly entered into the Visa systems and MasterCard.

- No commission is charged for bank card payments.

- In the (quite rare) situation in which the ordered product (s) are not in stock, the related amounts will be returned to the account from which the payment was made.

  • Cash on delivery, by courier.
If you opt for this form of payment, the cost of the refund will be your responsibility and will be included in the total cost of the order.
  • Cash on pick-up from our warehouse.
For businesses only, with telephone confirmation of the date / time of picking up the goods.

Because of frequent changes to the tax code, this payment method is not currently available to individuals, the cash register being temporarily decommissioned.

Shipping of goods

Goods will be dispatched within 24 hours of order confirmation for items that appear "In stock" at the time of the order.

For items not in stock, we'll email you to confirm the likely delivery date. If you agree to the proposed delivery date, we will send you a confirmation mail. If you do not agree, then the order will be canceled.

The cost of freight transport and cash repayment is NOT included in the cost of products. These costs will be displayed in the cart before the order is completed.

Deliveries will be made by express courier, usually within 24 hours of shipment, to locations where Fan Courier has coverage without charging extra mileage. In the other localities, delivery time is no more than 72 hours from the time of shipment.

For deliveries in locations where Fan Courier charges an external kilometer charge, an additional fixed fee of $ 10, regardless of the number of kilometers, will be added to the bill. If you do not wish to pay this fee, delivery can be made to the Fan Courier office closest to your location. We will inform you of the additional cost before shipping.

At times when courier companies are busy (usually in November - December), the delivery time may exceed 24 hours. At the time of sending your order, we will send you the AWB number of the package to contact the courier company directly and determine the delivery details with it.

Because the shipping and delivery services of our products are made by third-party companies, we want them to be at the highest level.

Although we can not directly control their professional behavior, please feel free to send us any complaints about the courier company delivering and delivering our products, in order to notify you of the irregularities you have reported.

The goods can also be picked up personally from our warehouse in Bucharest, in the Rosetti - Hristo Botev Blvd.
Since we are not a physical store / showroom with direct sales, the personal pick-up of ordered goods can only be done from the next business day onwards by agreeing the date and time at which it can be done.

Cancellation and return policy

  • As far as food is concerned, the cancellation of the transaction and the return of the goods can only be accepted by us if the primary and secondary packaging in which the goods were originally transported (vials/buckets-primary  and box-secondary) are sealed, not opened, just as they were shipped.
  • Product returns can only be accepted if returned returns are made within 24 hours of receipt, any delay can negatively impact the physical and microbial properties of the food products.
  • To initiate the return procedure, it is necessary to notify us, within 24 hours of receipt, by e-mail or telephone, to provide us with details of how goods are going to be shipped back to us.
  • Acceptance or refusal to cancel the transaction depends exclusively on compliance with the above conditions and a decision will be taken by us within 48 hours of receipt of returned goods.
  • For goods returned under the above conditions, the shipping costs for returning of the goods are exclusively buyer's responsibility.
  • For transactions with a bank card, only the value of the goods will be returned, the shipping taxes are deducted out of the total amount of the order. The value of the goods will be returned on the same card used for transaction, within 1-30 days of accepting the return, according to the policy of the issuing bank.
  • For the transactions for which the cash on delivery payment was selected, the return of the goods is exclusively for the buyer. Customers who refuse to accept delivery by courier or pay a return shipping - in the event of return - will be restricted access to their account.

Delivery to customers from other countries

Our company happily delivers in various other European Union or non-EU countries.

Transportation to destinations outside Romania is made by international courier, air, mail, or by other agreed means. Please contact us for shipping quotes.

There are countries where import of food is not allowed by law. Therefore, before ordering, please let us know if the products bought in our store can be imported into your country.

For orders from abroad, there is only the option to pay in advance (by bank transfer, in Euro or RON).