FAQ’s
— FAQ’s —
Welcome to our Frequently Asked Questions (FAQs) page. Here you can find answers to your questions in relations to our online shop and company policies. If you wish to contact us for further information or advice, please fill out the contact form located in the sidebar.
PLACING AN ORDER
Why am I seeing an estimated total on my order?
The final value of your order may differ from the estimated total. Items in your order are charged at the price applicable at the time you submit your order or any subsequent order amends, except in the following cases:
When an item is out of stock, you won’t be charged for that item
If we substitute an item, you’ll be charged an equal or lower price than the price of the original item
Variable weight products: When we pack your order, we weigh the items and charge the price per kilo at the time you ordered for the exact weight supplied.
I didn’t receive a confirmation email for my order. Did my purchase go through?
You should have received an order confirmation email shortly after your order was placed. If that email does not arrive, please ring us at 03-313-1672.
How long will it take for my order to arrive after I make a payment?
We will strive to process and dispatch your order on the same day if the order is received before 11 a.m. The maximum dispatch time will be two working days.
Any orders placed on weekends or public holidays will be processed and dispatched within the next two business days.
Please note that we are unable to deliver to Post Office boxes.
Please note that we have no control over your order once it has been collected by the courier, so all enquiries as of that stage in the process must be directed to the courier. Fresca Mediterranean will in no event be liable for late delivery.
Can I order liquor online?
You can order liquor by confirming on entry to our online shop that you are over the age of 18 years, and re-confirming this when you submit your order. It is against the law for Fresca Mediterranean or you to sell or supply liquor to, or obtain liquor on behalf of, a person under the age of 18 years. In placing your order, you accordingly warrant to Fresca Mediterranean that you are over the age of 18 years, and that any person for whom you are obtaining the liquor, or to whom you are supplying the liquor, is over the age of 18 years.
ORDER CHANGES & CANCELLATIONS
If you wish to change or cancel an order, please contact us immediately and we will try to rectify or cancel the order if possible. Once you have received the final invoice, you have until 9 a.m. the following morning to make any changes to your order, which will at that point become final. If you cancel an order within that time frame, a full refund will be issued, minus any transaction and/or other applicable fees incurred by us due to the cancellation of your order.
If you have made a mistake when ordering, please contact us immediately and if your order has not been packed or dispatched, we will always do our best to accommodate your request.
PRODUCT PACKAGING
How are our products packed?
At present, we are doing our best to minimize packaging and recycle packaging materials. Over time, we will be moving to biodegradable and compostable bags made from sustainably sourced materials. We are actively looking for packaging that meets our requirements of maintaining our products in pristine condition through to their sell-by date.
FOOD SAFETY
Our food safety programme has been audited and certified by IANZ, New Zealand’s premier accreditation body, for retail sales and the packing of both ambient and chilled retail products. All the products we sell have batch numbers and best-by dates so that any defects can be immediately traced and addressed.
ALLERGEN INFORMATION
Although we take great care to separate and pack all products carefully, the food sold on our website may have been packed in a store or facility that contains allergens, traces of allergens or byproducts of the following: peanuts, nuts, tree nuts, sesame seeds, seeds, soybeans and soy products, egg, pollen and bee products, preservatives, gluten and cereals containing gluten, wheat, rye, barley oats, spelt, dairy, fish, crustacea, and other products that may behave as allergens to certain people.
Where possible, we have tried to ascertain with our manufacturers that proper segregation, hygiene and cleaning procedures are in place to prevent accidental cross-contamination. However, as much as we try to minimise them, these things are unfortunately beyond our control. No allergen or nutritional information on our website should ever be considered a guarantee, but simply a best-faith effort to serve our customers.
HOW DO I PAY & ARE MY CARD DETAILS SAFE?
We accept Visa/MasterCard/American Express credit and debit cards as well as direct bank transfers with POLi.
When you pay, your card details are provided securely to XX, one of the largest payment systems worldwide. Fresca Mediterranean has no access to your credit card information.
ORDER DELIVERY
I’ve received a confirmation email, but my parcel has not arrived yet.
When you receive an email from us with tracking details, it means that your parcel has been dispatched. Once your order is collected by the courier, we have no control over it. Please direct any enquiries about your delivery to the courier.
What happens if my delivery is damaged or lost?
Fresca Mediterranean is not liable for any products damaged or lost during shipping. If your order is damaged, please contact the courier to file a claim. We strongly recommend taking pictures and saving all packaging materials and damaged goods before filing your claim.
I wasn’t at home to receive my delivery. It’s been left at my door and has now deteriorated. Will you refund or replace it?
No. It is your responsibility to be at home during the delivery time to receive the order. If your order is left unattended at your request, you are fully responsible for it from that point onwards.
What if I haven’t received all the items I’ve asked for?
If an item you have ordered is missing from your delivery, please call us at 03-313-1672 or email us at fresca@medfoods.nz.