1. Coverage areas
We deliver to the areas we confirm when processing each order. If your address falls outside our usual range, we tell you before closing the order and look for an alternative: a pickup point, external transport or a scheduled delivery.
You can also choose to collect your order at our warehouse at no shipping cost.
2. Minimum order and shipping cost
- There is a minimum purchase amount to process an order; the cart shows it at all times and tells you how much is missing.
- Shipping has a flat rate within the usual coverage area and is free above the amount shown in the cart.
- Orders collected at the warehouse pay no shipping.
- Deliveries outside the usual area, with special transport or with time-window requirements may carry a surcharge, always communicated before confirmation.
3. Preparation and delivery times
We confirm each order within the business hours stated on the site, checking stock and calculating the final total.
Once confirmed and payment is agreed, we coordinate the date and delivery window with you. Actual timeframes depend on your area, the product type and the availability of refrigerated transport.
- Standard delivery is 24 to 72 hours from order confirmation, within the coverage area.
- Orders sent outside business hours are processed on the next business day.
- Frozen products are dispatched on routes assigned to cold-chain transport, which may run less frequently than regular routes.
- If a product is unavailable, we propose a substitution or remove it from the order before dispatch. We never substitute without telling you.
4. Refrigerated and frozen goods
Meats, frozen goods, dairy and cured meats travel in conditioned transport and are delivered within the agreed window so the cold chain is not broken.
- Someone must be available to receive the order within the agreed window.
- We never leave refrigerated or frozen products without handing them over in person.
- On receipt, move them to refrigeration or freezing immediately.
5. Receiving your order
Check the order in front of the driver: quantities, packaging condition, temperature of frozen goods and expiry dates.
- Any shortage, damage or product in poor condition must be flagged at the time of delivery or, at the latest, within the following 24 hours.
- Take photos of anything that arrived wrong — it speeds up resolution enormously.
- Signing or accepting the delivery without remarks means the order arrived complete and in good condition.
6. Failed deliveries
If nobody receives the order at the agreed address and window, the driver will try to reach you by phone.
- We can reschedule the delivery for the next available route in your area.
- A second failed attempt for reasons outside our control may generate a new shipping charge.
- Refrigerated and frozen products that could not be delivered are not rescheduled if the cold chain was compromised; in that case we contact you to agree on a solution.
7. Address changes
You can change the delivery address as long as the order has not left on its route. Write to us on the same channel where you sent the order, quoting its reference number.
Once dispatched, changing the address depends on the route and may involve an additional cost.
8. Delays outside our control
Timeframes are good-faith estimates. Weather, road closures, force majeure or supplier incidents can delay a delivery.
If that happens, we let you know as soon as possible and agree with you on a new date or on cancelling the order with the corresponding refund.