- 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
The number of added items can not exceed 3 units. 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.
- 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.
- Prices for products in the online store include VAT, with the exception of the tobacco group.
- The price of tobacco products on the site is the same as on the store shelf - is reflected without excise tax, which is 5% of the value of the goods. In the cash voucher the price is reflected with tax. Example: the cost of a pack of cigarettes on the site and in the store - 10 UAH. Price in the check - 10 UAH. 50 kopecks Please note that the maximum number of packs of cigarettes that the client can order "in one hand" is 10 pcs.
- 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 lei 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. All discounts and promotions valid in the supermarket are also relevant for the online store.
- 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.
- Delivery to the area of the area and the suburbs of Kyiv: see page Delivery Map
Cost of delivery
- Shipping cost depends on the shipping address.
- The minimum cost of courier delivery in Kyiv is 69 UAH.
- For non-cash payment shipping cost: from 82.80 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 more than 40 kg, an additional commission of up to 22 UAH for each 10 kg excess will be charged.
Volumetric units of goods
Example: 50l basket, eaves for baths, sleds are delivered on individual conditions.
- 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 (044) 392 85 52.
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.
Your cart will be picked and packed in the NOVUS supermarket at Zdolbunisvska st. 7g, prospekt Romana Shukhevycha, 2T and Brovarsʹkyy prospekt, 17, where you can pick it up from 10:00 to 19:00.
Payment methods with self pick-up is:
- non-cash payment
- Visa or MasterCard.
Delivery by Nova poshta
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 department of Nova poshta.
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.
Order delivery time: 1 to 3 days
The Order is delivered exclusively to the Nova poshta department. Delivery by courier to the recipient’s address or using an automated parcel terminal is unavailable.
The cost of delivery by Nova poshta
Delivery cost starts from 67 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.
The Order must be paid for by the time of its execution by bank payment card on the website.
Receiving the Order
You will be notified by an SMS message of the arrival of the Order to Nova poshta department. The Order sent will be stored at the Nova poshta department for five calendar days. To receive the Order, 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 department 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 to agree on the terms of extension of the storage period at the Nova poshta department.
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 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 department 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.
- Curtain fabric and bud silk.
- Bed linen.
- 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.).
- In cash upon receipt of the collected basket, based on the total amount of the order by check.
- Please check the correctness of delivery immediately in the presence of the courier.
- Bank card: when calculating online on the site.
If you choose the delivery time with a time interval of 07:00-08:00, the order must be paid before 22:00 of the day preceding the day of delivery. If payment is not received at 22:00, the order will be automatically transferred to the next delivery slot.
Pay by bank card on the site can not be for excisable goods (alcohol and tobacco products). You can arrange such goods in a separate order and pay in cash.
Order processing and paperwork when paying by bank transfer
The procedure of payment using bank cards and online payment systems
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.