Order

General information

• You can checkout online 24 hours a day.
• In order to receive the order, it is necessary to specify the telephone number of only Ukrainian telephone service providers (we can not call the customer who is not in Ukraine on the numbers of foreign operators).
• When ordering, you can leave a comment for the collector, both to each item of the item, and to the order as a whole. In the comments you can order the collector's call during the collection of the basket. Issuance of orders containing products of category 18+ (alcoholic and tobacco products) is carried out only upon presentation of documents confirming the age of the Customer (passport or driver's license).
• The packaging photo presented on the site may differ from the actual packaging. For more accurate information, always pay attention to the actual packaging. If you need more information about the product, please contact the manufacturer or write in the comments to the order you need clarification.

Return of goods

• When you receive an order, you can always give up any delivered goods in accordance with the Law of Ukraine on Consumer Rights.
• According to the Law of Ukraine, we will not be able to effect the return of excisable goods: alcoholic, tobacco products - even if these products are of proper quality.
• Superfresh products: cooking, fresh meat, fish, fruit-vegetables, non-vacuumed sausage or delicatessen products - are checked in the presence of courier. Return is possible if the goods are verified and due to inadequate quality is immediately returned to the courier.
• According to the Law of Ukraine on the protection of consumer rights, the return of goods is possible only with the preservation of Checks and spoiled goods.

Law of Ukraine "On Protection of Consumer Rights"

Resolution on the implementation of certain provisions of the Law of Ukraine "On Consumer Rights Protection"

Changes to the order

 Please report changes as soon as possible.

Changes to orders are accepted:

• in order with delivery to 18:00 - until 09:00 of the current day;
• in order with delivery at 22:00 - until 13:00.

Commodity prices

• Prices for goods in the online store are the same as on the shelves of the supermarket, where your order is collected, but the basket is collected and carried through the cash desk always on the day of delivery, so the actual amount of the order may differ if the price of your chosen goods has changed.
• In the online store there are only those discounts, promotions, special offers of the seller applied, which are listed directly on the web site when ordering. Please note that discounts, promotions, special offers of the seller, presented in the online store, may differ from the offers valid for purchase in the shopping malls of the sellers.
• Prices for products in the online store include VAT, with the exception of the tobacco group.
• Upon receipt of the order you receive a fiscal receipt of the supermarket, confirming the value of the goods.
• You will be notified of the change in the value of selected goods by SMS or phone call.
• Prices and availability of goods in the hypermarket may vary, so the actual amount of the order may vary, especially if you chose to deliver the next day. If the price changes by more than 5 UAH for one position, or the change in weight of the Goods sold by weight is more than +/- 200 grams of the weight specified in the order, the Collector will inform about it. The total amount of weight goods may vary depending on the product itself and the characteristics of its packaging in the hypermarket.
• Discount cards of supermarket chains do not apply when placing an order on the website of the online store.

Courier delivery

• Courier delivery provides delivery of the order to the door within the selected time window. Delivery to the door is possible only with a working elevator in your home. In case of its absence or breakdown, the cost of delivery includes a surcharge for the rise. The size of the surcharge is calculated depending on the weight of your order and floor. You can check the cost with the contact center operator.
• In case you cannot guarantee your presence during the entire time window, please contact the contact center operator.
• Schedule delivery windows can be viewed by clicking on the timer in the upper right corner of the page.

Before delivering your order, we must confirm with you the address and terms of delivery:

• for orders with delivery by 6:00 pm - by 9:00 am of the current day;
• for orders with delivery until 22:00 - until 13:00.

Cost of delivery

• Shipping cost depends on the shipping address.
• The minimum cost of courier delivery in Kharkiv is 79 UAH.
• If the courier arrives at the client's address twice in the same time window, the client pays for each delivery (the possibility is agreed individually).

You need to make several separate orders (for different checks), but you want them to be combined into one delivery. When making a delivery consisting of several, but not more than three, orders for one address, for one delivery window and from one store, the cost of delivery will be calculated as for one order, also includes the total weight for all orders. If you need to arrange delivery, which consists of four or more orders, the cost of delivery will increase by 10 UAH. for each next order, and the recalculation of the cost of weight will be carried out according to the tariffs specified above.

Delivery of heavy orders

When placing an order with a total weight of 41 kg or more, an additional fee will be charged in the amount specified in the table.

Volumetric units of goods

Example: 50l basket, eaves for baths, sleds are delivered on individual conditions.

Service fee

The Courier Service may also set the "Service Fee" tariff, which is used to calculate the fee for the execution of the Order by the Courier Service (Attorney) according to the Public Offer posted on the Site.

The "Service Fee" tariff is determined as a percentage of the value of the shopping cart (the value of the shopping cart means the actual value of the Goods ordered by the Client (Principal) through the Site of Goods specified in the relevant fiscal check of the Seller). The amount of the Service Fee and the procedure for its determination shall be indicated when the Client places an order on the Site.

The preliminary amount of the Service Fee is calculated when the Client is making an order on the Site and is adjusted in accordance with the actual value of the Goods specified in the relevant fiscal check of the Seller.

In case the Client fully or partially refuses to accept the ordered Goods, as well as in case the Client returns, fully or partially, the ordered Goods, the Service Fee is not refundable to the Client, unless otherwise expressly provided by the Public Offer.

A reward for collecting

The reward for collecting is an additional part of the reward of the Courier Service (Zakaz.ua) for the execution of the Order in accordance with the terms of the Offer. This additional part of the remuneration of the Courier Service is paid by the Client (Trustee) at his own will in any amount indicated by the Client at his discretion in the appropriate field for entering the amount of such remuneration on the Site. Funds paid by the Client (Trustee) as the reward for collecting are the income of the Courier Service (Zakaz.ua).

Order cancellation

• The courier service reserves the right to cancel the order in case of impossibility of its delivery (floods, earthquakes, cataclysms, difficult transport situation in the city, or if the address of the delivery point is in an area that cannot be reached by car closer than within 50 meters). In case of cancellation of the order, the Client can repeat the order on the website.
• We reserve the right to inform clients about the cancellation of orders by SMS message (maximum 2 hours before the end of the selected delivery window).
• If we are unable to contact you, the company reserves the right to transfer your order to the next delivery window or cancel it.
• You can cancel the order or transfer it to another delivery window after placing it, by calling the contact center at 0800 20 20 20.

In this case, changes to orders are accepted:

• for orders with delivery by 6:00 pm - by 9:00 am of the current day;
• for orders with delivery until 22:00 - until 13:00.

Closing delivery windows

Sometimes delivery to the selected window is not available. In this case, you will see on the main page the mark "Loaded" for this delivery window. We apologize if you intend to make an order, and delivery for the time you need has been closed. At this stage, this is the only opportunity to provide a decent level of service for already completed orders in case of peak demand.

Pick-up

Your cart will be picked and packed in the Vostorg supermarket at Klochkovsʹka st. 134, where you can pick it up from 10:00 to 19:00.

Payment methods with self pick-up is:

• Cash
• Visa/Mastercard on the website
• Visa/Mastercard upon receipt of order

Delivery by Nova poshta

General information

Residents of cities where courier delivery is not available, as well as all other customers of zakaz.ua, can use a convenient way to receive the Order at the nearest departmentbranch of Nova poshta (by choosing the delivery method “Delivery by Nova poshta to the branch“) or at the address (by choosing the delivery method “Delivery by Nova poshta to the address“).

Only certain goods available on the website, which include non-food products and products with a shelf life of more than 30 days that do not require special temperature conditions, may be delivered by Nova poshta.

Upon delivery, the Nova poshta company applies the delivery conditions and rules, posted on the website https://novaposhta.ua/

Order delivery time: 1 to 3 days

The Order can be delivered to the Nova poshta branch or to the address by the courier. Delivery using an automated parcel terminal is unavailable.

The cost of delivery by Nova poshta

Delivery cost starts from 88 UAH and varies depending on the weight and dimensions of the Order to be generated for shipping by Nova poshta. The exact cost of collection and delivery will be specified when placing an Order on the website. Zakaz.ua pays for Nova poshta services. In turn, compensation for the cost of delivery of the Order by Nova poshta is included in the total cost of the Order.

When placing the Order on the Website, upon delivery to the address, you can order the additional service "Elevation to the floor". Orders which weight does not exceed 30 kg are lifted to the floor without additional charges (the cost of the service is included in the basic service), for Orders over 30 kg - an additional fee is charged for rising to the floor according to Nova poshta rates.

The Order must be paid for by bank payment card on the website. A payment link will be sent to you after the Order has been collected. The paid Order will be transferred to Nova poshta for dispatch.

Receiving an order

 

You will be notified by an SMS message of the arrival of the Order to Nova poshta branch (date of the Order delivery to the address).

When delivering to the address, the Courier calls 30-60 minutes before arrival at the address specified in the express waybill. Delivery to the address is carried out until 21:00 on weekdays and on weekends according to a special schedule. The address delivery schedule is available on the Nova poshta website.

When delivering to the Nova poshta branch, the Order sent will be stored at the Nova poshta branch for five calendar days.

To receive the Order at the Nova poshta branch, you have to have an express invoice number, the original passport of a citizen of Ukraine/ foreign passport or a mobile phone with the number specified in the express invoice.

1) If the Customer fails to get the Order at the Nova poshta branch during the specified storage period, the Order will be considered fulfilled. In this case, the cost of the ordered goods and paid delivery services is not returned. In the event that the Customer is unable to receive the shipment on time for personal reasons, he/she may contact the support line Zakaz.ua to agree on the terms of extension of the storage period at the Nova poshta branch.

2) If the Customer refuses to receive the Order due to damage to or mismatch of the content of the received shipment, the Order is considered unfulfilled. In this case, the cost of the ordered goods is refunded. Orders cannot be received partially.

3) If damage to the Order is found after its receipt, the Customer may contact the support line Zakaz.ua to resolve disputes.

4) If the Customer cannot receive the Order in person, he/she may order a change in the recipient’s data.

5) If the Customer is unable to receive the Order at the branch of Nova poshta specified in the Order, he/she may order the redirection of the Order, while paying the cost of all delivery services related to the redirection of the Order.

Goods that cannot be exchanged or returned.

According to Article 9 of the Law of Ukraine On Consumer Rights Protection, the Cabinet of Ministers of Ukraine approved a list of goods of proper quality that are not subject to exchange or return. Such goods include:

• Down and feather products.
• Children’s stuffed toys.
• Children’s rubber inflatable toys.
• Gloves.
• Curtain fabric and bud silk.
• Underwear.
• Bed linen.
• Hosiery.
• Printed publications.
• Disks for laser reading systems with recording.
• Products for babies (diapers, pacifiers, feeding bottles, etc.).
• Personal hygiene products (for example, epilators, electric razors, hair clippers).
• Food products (baby food, etc.).

Payment

• In cash upon receipt of the collected basket, based on the total amount of the order by check.
• According to the legislation, the amount of cash payment for one day may not exceed 50,000 (fifty thousand) hryvnias).
• Visa/Mastercard on the website.
• Please check the correctness of delivery immediately in the presence of the courier.

Assembly

We commit to collect for you the freshest and quality products that are in stock. Your personal collector is interested in fulfilling your instructions as accurately as possible.

More on assembly

• Your order will be packed in packages of the selected network, which are paid separately. Household chemicals are packaged separately.
• Depending on the order quantity and categories of selected items, your order will be packaged in one or more packages (their value is added to your order)..
• During transport, frozen and chilled products are stored in thermal boxes, in which the temperature required for the products is maintained.