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    • MY ACCOUNT

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      • Do I have to register as a client? What benefits do I get?

        You can place an order regardless of whether you are registered or not, as you can check out as a guest. However, registering as a customer has additional advantages, as it makes the process of future orders easier, and it provides a better service, for example:
        - You get BalkanicaOnline points for every purchase you make, which can then be redeemed;
        - You will be the first to get personal offers, promotional coupons and promotions, when you subscribe to the newsletter;
        - There will be no need to provide your personal data, address, etc. with every order you place, as it would be saved on your account;
        - You get access to your order history allowing you to view your past orders.
        You can register now by clicking here.

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

        To reset your password simply go to "My account", located on the top right-hand corner of this page, and then click on "Forgot Password?". Enter your email address and click on "Recover". You will receive an email with a link to recover your password.
        P
        lease note: this email should not take too long to reach you and might appear in your SPAM or junk folder.Click the link on the email and you will be prompted to enter a new password.

      • How do I check if a product is available in the store?

        The sheet for each item indicates its availability at a given time. If the text "OUT OF STOCK" is mentioned, it means that the item is currently sold out. Below the text "OUT OF STOCK" will appear a bell and the phrase "NOTIFY ME WHEN IS AVAILABLE". This function is active only for registered customers who only by clicking on "NOTIFY ME" button will be able to receive a single email with a notice of product availability once it is received in stock. If this notification is already activated for a specific item, when you select the option a second time, the message that you have already subscribed to the stock notification for this product will appear and you will have the option to "UNSUBSCRIBEif you wish. In this case, the customer will not receive the availability notification by email once the product is in stock.
        Adding an item to the shopping cart and not completing the order at the time does not guarantee its availability in the future. We work with a dynamic stock and the availability of products can change in a short time.

    • PLACING AN ORDER

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      • How do I place an order?

        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 selecting your products, click on shopping cart at the top right corner of page, and follow the "Checkout" payment steps. 
        - After completing the necessary information and confirming the order, you will receive an email confirming your order was placed that includes your order number and any other additional details.
        ATTENTION! When you choose a shipping option, make sure you have entered all the information correctly: delivery address, email and contact telephone number.
        IMPORTANT! The contact telephone number should be from the country in which the delivery of the order is made. Keep in mind that couriers of delivery companies are restricted from calling foreign numbers. In other words, if, for example, you live in France and leave a Spanish telephone number as a contact number, the French courier won't be able to call you to arrange the delivery.
        Any errors in the shipping data subsequently generate incidents such as delays in deliveries or even the return of the order to our warehouse.

    • PAYMENT

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      • Can you pay cash on delivery?

        Currently, we do not offer this type of payment method, but we are working on being able to provide this option as soon as possible.

      • How can I pay?

        On BalkanicaOnline we offer the following payment methods:
        - PayPal
        - Credit card (Mastercard, Visa, and America Express)
        - Debit card (Maestro, Solo, Visa Electron, and Visa)
        The safety of your personal and card data is guaranteed, as the algorithm encrypts the data you provide security while making the payment. You can be sure that your purchase will be safe.

      • Can I pay by PayPal without creating an account?

        You can pay for your purchase using PayPal without having a registered account. To pay with PayPal, you must select it as your payment method during the checkout process. At the end of the process, you will be redirected to the payment service.

        - If you are already registered with PayPal, you can log in with your user details and confirm the payment.
        - If you are not registered with PayPal and would not like to create an account, simply select the option which allows you to pay by card without registering and you will be able to confirm the payment as a PayPal guest.

        NOTE!: There is an additional charge of 1 euro when choosing to pay with through PayPal.

      • When will my card get charged?

        The moment you fill out an application, choose a payment method and click "Pay for the order" with card, we do not process the payment, we only block the total order amount on your account. Depending on which bank issued your card, you may see this amount as blocked or it may not be present in your balance as a deduction at all. This is due to the fact that different banks present blocked payments differently on their user interfaces.

        ATENTION! If you have received an email from BalkanicaOnline with a message about the successful payment, the purchase amount is already blocked on your account, regardless of whether this information is displayed or not on your personal bank account.
        Your purchase amount will be deducted from your bank account once we send the order, after which this information will definitely be displayed in your card statement as withdrawn.
        We only withdraw the money from your bank account once the order is sent as, in some cases, a certain product may be temporarily out of stock, and therefore the total predicted order price will not be charged.
        It should also be taken into account that some products have a variable weight per unit. For example, for meat or dairy products, we indicate in the product description the approximate weight of 1 unit and the price calculated from the predicted weight for that particular product.
        This is only an approximation, since each unit of said product has its own unique weight, which may be less or greater than indicated. This means that we recalculate the price of this product based on its actual weight, multiplying it by the price per kilogram. In this case, the exact weight will be calculated, and the price of the product will change to fully correspond to the cost per kg. Thus, may be charged more or less depending on the weight of the unit.

    • SHIPPING AND PREMIUM SHIPPING

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      • What countries are eligible to purchase products from BalkanicaOnline?

        BalkanicaOnline currently offers shipping and delivery to all countries which are part of the European Union (except Cyprus) and Andorra.

        Due to Brexit, this excludes de UK.

        We are currently working on offering shipping to countries outside the EU.

      • Do you deliver to the Canary Islands and Madeira?

        Although we offer delivery options to countries members of the European Union, BalkanicaOnline currently does not offer shipping to the Canary Islands or Madeira.

      • What kind of delivery is right for my order and how long will it take?

        We offer several types of delivery options depending on your circumstances:

        ...

        1. BALKANICA PREMIUM - delivery for the cities and provinces of Madrid and Valencia. This is the best delivery in terms of price and food storage quality, due to the 3 possible temperature regimes that we offer. Delivery within 1-3 working days, from the shipment date. In most cases orders are delivered on the next working day.
        Shipments are carried between Monday and Friday, with deliveries every working day. However, orders placed after 13:00h (GMT+1), in terms of transport, are considered to be placed out on the next business day.
        We are working to expand our geographic coverage and hope to be able to offer this delivery to other parts of Spain in the near future.
        WARNING: We DO NOT ship or deliver orders on Saturdays, Sundays or holidays (whether they are national or local). In this sense, if an order is placed after 13:00h on Wednesday, Thursday or Friday, there is the possibility that the delivery will be made next week (the later the order is placed, the more likely it is). On the other hand, all orders sent on Friday after 13:00h or during the weekend, will be sent from the warehouse on Monday. Keep in mind that any national or provincial holidays during the working week may delay the delivery of the package.

        ...

        2. SEUR FRIO - delivery within 1-3 working days from the shipment date, at controlled temperature (2°C to 8°C) throughout mainland Portugal, France, and Andorra. In most cases orders are delivered within 1-2 working days. Shipments are carried between Monday and Thursday, with deliveries every working day. However, orders placed after 13:00h (GMT+1), in terms of transport, are considered to be placed out on the next business day, except Fridays. To find out the cost of shipping, complete your order basket and enter the delivery address. The system will automatically calculate the shipping cost in order to see it prior to payment.
        WARNINGS: This delivery method is NOT SUITABLE for frozen products as they require storage at -18ºC. By choosing this method, you confirm that you understand that the products will not be in proper temperature conditions for the entire delivery period, and that you yourself are responsible for the quality and condition of the products and the parcel in general throughout the delivery process. Thus, you agree that no claims will be made to BalkanicaOnline or the transport company for damages caused due to inappropriate temperature storage. 
        The transport company DOES NOT ship or deliver orders on Fridays, Saturdays, Sundays, or holidays (whether national or local), and DOES NOT make deliveries on Saturdays, Sundays, or holidays (whether they are national or local). In this sense, if an order is placed after 13:00 on Wednesday or Thursday, there is a possibility (the later the order is placed, the more likely it is) that the delivery will be made the following week. On the other hand, all orders sent on Thursday after 13:00, Friday, or during the weekend will be dispatched from the warehouse on Monday. Keep in mind that any national or provincial holidays during the working week may delay the delivery of the package.

        ...

        3. UPS STANDARD - delivery at room temperature within 1-4 working days in mainland Spain and Balearic Islands, and 3-7 working days in countries members of the European Union. In most cases, orders to Spain are delivered within 1-2 working days. Shipments are carried between Monday and Friday, with deliveries every working day. However, orders placed after 13:00h (GMT+1), in terms of transport, are considered to be placed out on the next business day. To find out the cost of shipping, complete your order basket and enter the delivery address. The system will automatically calculate the shipping cost in order to see it prior to payment.
        WARNINGS: This delivery method is NOT SUITABLE for some refrigerated and frozen products as they require storage at a specific temperature. By choosing this method, you confirm that you understand that the products will not be in proper temperature conditions for the entire delivery period, and that you yourself are responsible for the quality and condition of the products and the parcel in general throughout the delivery process. Thus, you agree that no claims will be made to BalkanicaOnline or the transport company for damages caused due to inappropriate temperature storage. 
        The transport company DOES NOT ship or deliver orders on Saturdays, Sundays or holidays (whether they are national or local). In this sense, if an order is placed after 13:00h on Wednesday, Thursday or Friday, there is the possibility that the delivery will be made next week (the later the order is placed, the more likely it is). On the other hand, all orders sent on Friday after 13:00h or during the weekend, will be sent from the warehouse on Monday. Keep in mind that any national or provincial holidays during the working week may delay the delivery of the package.

        ...

        4. INTEGRA 2 FRIO - delivery within 1-3 working days from the shipment date, at controlled temperature (2°C to 8°C) throughout mainland Spain and Balearic Islands. In most cases orders are delivered within 1-2 working days. Shipments are carried between Monday and Friday, with deliveries every working day. However, orders placed after 13:00h (GMT+1), in terms of transport, are considered to be placed out on the next business day. To find out the cost of shipping, complete your order basket and enter the delivery address. The system will automatically calculate the shipping cost in order to see it prior to payment. It will vary depending on location and weight.
        WARNINGS: This delivery method is NOT SUITABLE for frozen products as they require storage at -18ºC. By choosing this method, you confirm that you understand that the products will not be in proper temperature conditions for the entire delivery period, and that you yourself are responsible for the quality and condition of the products and the parcel in general throughout the delivery process. Thus, you agree that no claims will be made to BalkanicaOnline or the transport company for damages caused due to inappropriate temperature storage. 
        The transport company DOES NOT ship or deliver orders on Saturdays, Sundays or holidays (whether they are national or local). In this sense, if an order is placed after 13:00h on Wednesday, Thursday or Friday, there is the possibility that the delivery will be made next week (the later the order is placed, the more likely it is). On the other hand, all orders sent on Friday after 13:00h or during the weekend, will be sent from the warehouse on Monday. Keep in mind that any national or provincial holidays during the working week may delay the delivery of the package.

        ...

        Warning from carrier! Delivery times may be delayed by up to 1-2 working days, due to restrictions caused by COVID-19, as well circumstances out of our control.

      • What are the benefits of choosing BALKANICA PREMIUM as my delivery method?

        BALKANICA PREMIUM - is a delivery option that is carried out directly by BalkanicaOnline's own transport and employees. This shipping method is currently available for the cities and provinces of Madrid and Valencia. Orders with BALKANICA PREMIUM are carried out during working days (from Monday to Friday).
        We are working to offer this type of delivery in other geographical locations in the future.

      • How can I track my order?

        - Orders that are delivered through a transport company have an available tracking number, which is activated after the delivery carrier picks up the parcel from our facilities. Each registered buyer can view this tracking number and their order tracking history by logging into their online account, selecting "Orders" and clicking "Order Details". You can also check the status of your order directly on the carrier's website by clicking on the tracking number. You will then be redirected to the carrier's website, where you can track the delivery status of your order.

        - Orders that are delivered through BALKANICA PREMIUM have an inactive tracking number, since the delivery is carried out by our employees. However, registered customers can view their shipment status and order tracking history by logging into their account, selecting "Orders" and clicking "Order Details". We do not provide a tracking number for this type of delivery at the moment, but we are working in order to be able to provide this service in the near future. However, you can send us by email at info@balkanicaonline.es or by phone at (+34) 902 635 636, and we will provide you with up-to-date information on your order's status.

    • PICK UP SERVICE

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      • What is the Store Pickup service?

        The Store Pickup service allows you to pick up an online order at your most convenient available store.

      • How much does the Store Pickup service cost?

        The Store Pickup service is completely FREE.

      • How can I select the Store Pickup option?

        The Store Pickup service will appear as an option in the second step or the purchase process, once you have entered/selected the shipping address. When selecting the collection option, the available stores will appear, with their corresponding address.

      • When can I pick up a Store Pickup order?

        Once the order is processed, you will receive an email notification that your order is ready. You can pick up the order at the selected store at any time within the store’s working hours.

      • How long can I take to pick up an order with the Store Pickup option?

        Orders with Store Pickup will be available for 3 business days from the notification received via email informing you that your order is ready.

        ***As there is a possibility that the order contains perishable products, it is necessary that the collection be done as soon as possible. In exceptional cases of not being able to attend within the stipulated period, you must notify through one of the following means: email - info@balkanicaonline.es, telephone contact - (+34) 902 635 636 or WhatsApp - (+34) 666 598 332.

      • What will happen if I do not pick up the order within the indicated period?

        If the order is not collected within the indicated period (3 business days from receipt of the email), the items contained will be returned to our warehouse. In this case, the full refund will be made to the same bank account from which the order payment was made.

    • POINTS BALKANICAONLINE

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      • What are they and how much is a point worth?

        Points BalkanicaOnline are a reward system offered to registered users for each purchase that is made, and the accumulated points can be redeemed for the user's next purchase. For every 1 euro of the purchase amount (excluding delivery costs) the user is credited with 1 point, which is worth 0.05 euros.
        Therefore, the registered user will receive 5% of the purchase amount in points, which can be spent on the next shop.

      • How do I get points BalkanicaOnline?

        Points are awarded automatically to your balance for every purchase made with a registered account. For each euro purchased (excluding delivery costs) you get a point added to your balance. For example: if the total of the order, with delivery excluded, is 10 euros, you will accumulate 10 points on your account.

        NOTE: You do not recieve new points on an order where you use your previously accumulated points on that same order.

      • How do I spend my points?

        Points are accumulated on the user's account. Thus, when placing the next order, if the user has accumulated points, they can be deducted from the total purchase amount, at the request of the client.

      • How long are my points valid for?

        Points are valid for 365 days from the date of purchase, after which they will expire.

    • DISCOUNT CODES AND GIFTS

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      • How do I apply a discount code to my order?

        - Click on the shopping cart icon at the top right-hand corner of the page.
        - On the left side of the screen you will see the contents of your Cart, while on the right side there will be a menu for entering discount codes and another section for delivery calculation.
        - Click on the text input box and type out the discount code.
        - Next, you need to click the "
        APPLY" button so that the discount code is assigned to the current order. The discount amount is automatically calculated from the total order value.

        If you change your mind about using a discount code for this order, you can delete it by clicking on the "X" symbol on the discount menu, and it will not be applied to your order.