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    Frequently asked questions

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    • My Account

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      • How can I register as a customer?

        To buy at BalkanicaOnline it is not essential to register as a customer. However, registering as such facilitates the process of future orders and allows better customer service. To register as a customer, all you need to do is click on the option Register and follow the steps.

      • How do I reset my password if I have forgotten it?

        To reset your password simply click "My account" on the top right hand corner of this page. Then click on "Forgot Password?". Enter your email address and click send. You will receive an email with a link in it (please note: this email may take a couple of hours to reach you and could appear in your spam / junk folder). Click on the link in the email and you will be prompted to enter a new password.

    • Order

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      • How can I order from BalkanicaOnline's website?

        Placing an online order requires just a few steps: Select an item you would like to purchase, and then click the "Add to cart" button from either the quick view or product detail page. You can then choose to continue shopping or go directly to your cart. Once you are finished shopping, click on "Shopping Cart" at the top right corner of page, and follow the "Checkout" steps. You will receive an email confirming your order that includes your order number.

      • What countries are elegible to purchse products from BalkanicaOnline?

        Currently in the controlled temperature (cold) shipping mode we can ship to the entire Iberian Peninsula (Spain, Portugal and Andorra) + Balearic Islands and France.
        We do not ship to the Canary Islands.
        We are working to offer shipping to more countries.

    • Payment

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      • Can you pay cash on delivery?

        We are currently not able to offer this service, but we are working on being able to offer this option as soon as possible.

      • Which cards do you accept?

        At BalkanicaOnline, you can easily and securely pay by card or PayPal. We accept Mastercard, Visa, and American Express, in addition to Maestro, Solo, Visa Electron and Visa Debit cards.

      • Can I pay by PayPal without creating an account?

        You also have the option to pay via PayPal, and can do so, without even creating a PayPal customer account. In order to do this, select PayPal as your preferred payment method during checkout, and at the end of the ordering process you will be directed to PayPal. If you are already a PayPal customer, you can log in with your user data and confirm the payment. However if you are new to PayPal and would prefer not to create an account, then simply select the option "Don’t have a PayPal account?" (highlighted below) and you can confirm the payment as a PayPal guest.

      • When will my card be charged?

        The moment you complete your application, choose a payment method, and pay online, we don't actually process the payment on your card, we only block the amount. Depending on which bank issued your card, you may see this amount as blocked or it may not be present in the balance as a deduction at all. This is due to the fact that different banks present amounts of blocked payments differently in their online client interfaces.

        It is important for our customers to know that if they receive an email from BalkanikaOnline for a payment, the amount is already blocked on their card, regardless of whether they see it as "withdrawn" from it.
        Once we have executed and shipped your order and we know for sure what we have shipped, the exact amount of your card will be deducted "withdrawn", which you will certainly see on your card balance.

        This is done so that if you order products, for example, for 50€ and after the execution of the order it turns out that an item is not available, the order value changes to 49€, at this point we "withdraw" exactly 49€ from your card.
        However, if one of the products in your order has a variable weight per item (such as meat or dairy), which may be greater than the approximate, these products may increase the final amount of the order, for example, from 50€ to 52.50€. In this case we "withdraw" exactly 52.50€ from your card.

    • Promotional voucher

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      • How can I redeem my promotional voucher?

        The procedure is the same for both promotional vouchers and gift vouchers:

        • Once you have chosen your products and placed them in your shopping cart, proceed to the checkout to complete your purchase.
        • On this page, you can also enter your promotional voucher code. Click on Apply to use your discount.
        • The discount amount is automatically deducted from the total order value.
        • If necessary, you can still amend your order at this stage.
        • If you change your mind, you can delete your voucher code during the checkout. Just click on the cross of the "X" in the discount.

    • Shipping and Delivery

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      • What type of transport is most suitable for my order? How long does it take? and how much does the transportation cost?

        CURRENTLY WE ARE ABLE TO OFFER MULTIPLE DELIVERY OPTIONS:

        1. Balkanica Premium – Our delivery trucks, with three types of temperature control: room temperature, refrigerated and frozen. This delivery option is the best in terms of quality, speed and transport cost. It is currently available for the areas of Madrid and Valencia. Delivery is done during working days. Transit time is 24-48 hours. In more than 95% of cases delivery is in 24 hours. Keep in mind that all orders placed after 16:00 h, in terms of transportation, are considered to be made the following day. Orders made on Saturdays and Sundays, until 16:00 h, are delivered on Mondays. The cost is 5€ per shipment, regardless of its weight and when its value is less than 80€ VAT incl. In cases where your order exceeds 80€, the Premium delivery is FREE. We are working to expand our geographical scope and we hope soon to be able to offer this service to other provinces.

        2. Express Shipments (24-48 hours)* with controlled temperature (2°C - 8°C) – Deliveries carried out through SEUR COLD express shipments with controlled temperature from 2°C to 8°C. This type of delivery is the only one that allows us to send parcels in cold conditions to all of the Spainish peninsula, in addition to the Balearic Islands. Unfortunately we cannot ship to the Canary Islands. With SEUR COLD we also ship to Portugal, France and Andorra. Shipments with SEUR COLD are made on working days, from Monday to Friday. Please note that all orders placed after 16:00 h, in terms of transportation, are considered to be made the following day. We deliver every working day (Monday - Friday). Possible delivery on Saturday for some locations. In 95% of the cases the delivery in Spain is made in 24 hours, and in the Balearic Islands, France, Portugal, and Andorra in 48 hours. The cost varies depending on the shipping address (country and town) and its weight. Transportation is valued by filling the basket with the desired products and entering a delivery address. Following this, the system will show the total of the basket, plus the value of the freight. At this time you can decide whether to continue with the order or not. In this type of shipping, as in any other that we offer, you can decide whether to order frozen products or not, strictly guided by your own criteria, taking into account that the frozen product will travel at a temperature of 2°C - 8°C for 24-48 hours, until you get home and may suffer defrosting to a lesser or greater degree. BalkanicaOnline will not process claims on defrosted products in shipments with SEUR COLD.

        3. Express Shipments (24-72 horas)* at room temperature – Deliveries carried out through SEUR express shipments at room temperature. This type of delivery allows us to send parcelsto all of the Spainish peninsula, in addition to the Balearic Islands. Unfortunately we cannot ship to the Canary Islands. With SEUR we also ship to Portugal, France and Andorra. Shipments with SEUR are made on working days, from Monday to Friday. Please note that all orders placed after 16:00 h, in terms of transportation, are considered to be made the following day. We deliver every working day (Monday - Friday). Possible delivery on Saturday for some locations. In 95% of the cases the delivery in Spain is made in 24 hours, and in the Balearic Islands, France, Portugal, and Andorra in 48 hours. The cost varies depending on the shipping address (country and town) and its weight. Transportation is valued by filling the basket with the desired products and entering a delivery address. Following this, the system will show the total of the basket, plus the value of the freight. At this time you can decide whether to continue with the order or not. In this type of shipping, as in any other that we offer, you can decide whether to order refrigirated/frozen products or not, strictly guided by your own criteria, taking into account that the refrigirated/frozen products will travel at room temperature for 24-48 hours, until you get home and may suffer deterioration and/or defrosting  to a lesser or greater degree. BalkanicaOnline will not process claims on refrigerated or frozen products when exposed to unsuitable temperatures.

        * Due to the high demand for shipments, through the parcel companies, caused by the current situation with the COVID-19, delivery times may suffer delays of 24-48 hours. Balkanica Premium services are not affected by such delays.

      • How long is the delivery time?

        The delivery time depends on the type of shipment you have chosen, the day of the week and the time in which your order is made.

        1. Express Shipments (regardless of the temperature) - we currently ship via SEUR. All orders completed until 15:00 h on a business day (except for Friday) are prepared until 17:00 h and are collected from our facilities. Your order will be out for delivery by 13:30 h on the next business day. However, SEUR does not deliver on Saturdays, therefore all orders placed from 15:00 h on Thursdays to 15:00 h on Mondays will be distributed on Tuesdays. It must also be considered that any order placed or out for delivery on a national, regional or local holiday may suffer alterations in deliveries, since SEUR does not perform pick-ups or deliveries on these days. However, once we have delivered the prepared order to the carrier and it is processed at SEUR facilities, our customers automatically receive a traceability code to follow their package on the SEUR WEBSITE. It must also be taken into account that, in a small number of cases, orders may be delayed by the carrier, due to different factors beyond our control and will, therefore we always recommend our customers to choose the option of controlled temperature shipping. In this way, although their delivery may be delayed, the products will not suffer due to high temperatures in the environment.

        2. Shipping with Balkanica Premium - All orders completed until 15:00 h on a business day are prepared until 17:00 h and are collected from our facilities. Delivery is on the next business day. Unfortunately, we are still unable to propose a shipping tracking and tracking code, however you can write to us at info@balkanicaonline.es or call 902 635 636 and we will provide you with current information on the status of your shipment.
      • Do you deliver to the Canary Islands?

        Due to current legistlation that requires any package to go through customs and due to the cost of customs procedures, we cannot offer this form of shipping.

      • What is Balkanica Premium?

        Balkanica Premium is a delivery service that is performed entirely by Balkanica Online trucks and employees. Our goal is to be able to offer faster, better and cheaper delivery to homes, which when purchases exceed a certain amount, can be free. You can see the minimum amount that leads to free delivery after selecting the delivery address.
        Unfortunately, we are currently only able to offer this delivery method for the Madrid and Valencia areas.