FAQ

1. What is Valfresco Direkt?

Valfresco Direkt is a website which provides web store services for the sale of food and other products.

2. How to shop at Valfresco web store?

  • The offer of products and services in the Valfresco Direkt web store depends on the chosen location - so when you come to the Valfresco Direkt website, first choose whether you want to order in 'Home or office', Valamar Accommodation or 'Other Accommodation', and then enter the postal code the location you are ordering. According to the entered postal code, you will be shown the offer available at that location. In the Valfresco Direkt online store, you choose the product you want to buy.
  • For more information about a product or service, click on the image or text of that product.
  • By clicking on the "ADD" icon, the selected product or service is saved in your shopping cart. It is possible to change the quantity of a certain product before the product is added to the cart by pressing the "+" or "-" button.
  • Your shopping cart contains an overview of all the products or services you have chosen so far. Their quantity, price and total price of the product are visible.
  • If you want to change the quantity of an individual product in the shopping cart, click on "+" to increase the quantity of the product or "-" to decrease the quantity of the product.
  • If you want to remove a specific item from the shopping cart, you can do the same by clicking on the "Remove from cart X" label for each item.
  • Below the list of selected products is a field for entering a discount voucher code. After entering the voucher code, you confirm the entry of the voucher by pressing the "Apply" button. After that, a new calculation of the product price and the total amount after the applied voucher will be visible.
  • Once you have selected the desired products and their quantity, applied the voucher if you have it, you choose the method of payment (cash on delivery or card).
  • Then you enter personal details: name, surname, e-mail, confirmation e-mail, phone number, address, city, postal code, country.
  • If you are an employee of Valamar Riviera, tick the box "Valamar employee" and enter your OIB.
  • After entering personal details, you choose the delivery method: Valfresco Takeaway point (Labin or Poreč) or to the address you specify. If the shipping address is the same as the address you entered in your personal information, click on "Address and contact are the same as above". If not, fill in the address and contact and then the delivery details in the drop-down menu (day, date).
  • After entering the delivery information, you proceed to the payment, which depends on the previously selected payment method. If you have chosen to pay by card (Payment Gateway), you are directed to the screen where you need to fill in the card user information and finally to the "Confirm and pay" screen. If you have chosen to pay by cash, you will be taken to the "Confirm and pay" screen.
  • The purchase ends by selecting the "CONFIRM AND PAY" icon.

Before commencing the purchase process, please read the terms of purchase and privacy policy carefully.

3. What is multiple day delivery?

Want to order groceries and cooked ready-made and semi-finished meals for the whole week, but don’t want everything delivered to you in 1 day? Valfresco Direkt allows you to arrange items from your cart for up to 3 delivery times. All you need to do is:

  • add the desired products to the cart
  • enter personal data on the cart and select for delivery: 'Home delivery'
  • select 'I want to schedule delivery from the cart to multiple delivery slots'
  • in the new window on the right, select the day and time of delivery that suits you
  • arrange all items and click 'Confirm'

Complete the order process and your order with multiple delivery is ready. Regardless of the number of selected deliveries, you pay for delivery only once and only if you have ordered a total of less than HRK 300.00. For orders over HRK 300.00, delivery is free.

4. Can I order dishes from Valfresco Direct for the same day?

The possibility of same-day delivery is enabled for certain products (marked with the icon of the blue truck) which are ordered at the postal codes of the city of Labin (52220), Rabac (52221) and Poreč (52440). For postal codes of the city of Labin (52220) and Rabac (52221) same-day delivery orders are accepted every day until 5:59 p.m and Same day delivery is possible from 11:00 to 20:00. For postal codes of the city of and Poreč (52440) same-day delivery orders are accepted every day until 2:59 p.m. and Same day delivery is possible from 11:00 to 17:00. For same-day delivery, delivery to the address and pick-up at the Valfresco Direkt Takeaway point in Poreč and Labin is possible. For orders up to HRK 50.00, delivery is charged HRK 20.00. For orders over 50.00 kn delivery is free.

Find the category 'Same day delivery' in the menu or find products with the blue truck label in our Valfresco Kitchen. All products with the blue truck label can be ordered for same day delivery.

In the step 'Personal details and delivery' select 'Home Delivery' or 'Collect at the Valfresco Direct Takeaway point' (Same day delivery - Labin or Poreč). Choose the term that suits you best.

If you have in your cart products marked with a blue truck for same day delivery and other products that we do not deliver on the same day, in the step 'Personal details and delivery' you must select the option 'Home Address' and 'I want to schedule my delivery to multiple delivery slots'. Arrange the products with the blue truck label that you want to be delivered to you on the same day on this day, and arrange the other products on another day.

5. What are the order payment options?

You can choose between two payment methods:

  • With a card via the WSPay system to which you will be redirected to make a secure payment. In that case, you will immediately receive an invoice in pdf attachment, along with the order confirmation by e-mail. You can read the terms of use of the WSPay system here.
  • Cash on delivery, in which case you will receive a pro forma invoice by e-mail with the order confirmation, and an invoice when taking over the product.

If you have not received notification that your order has been sent, contact our information center for more information by e-mail at: valfresco@valamar.com or by phone at +38552 465 050.

6. Which credit cards can be used to pay online?

Payment is possible by credit and debit cards. We accept: Mastercard, Maestro, Visa, American Express, Diners.

7. Is my credit card secure on the Valfresco Direkt website?

Yes, your card is secure. We use the WSPay secure online credit and debit card authorization system for billing. In accordance with PCI and DSS standards, WSPay protects the transfer of your data and your privacy with TLS 1.2 cryptographic protocols. Read more about their business conditions here.

8. Can I add something to the order after it is completed?

Products on the website cannot be added to an already made order. For help, contact our agents at:
Telephone: +38552 465 050
Email: valfresco@valamar.com

9. Can I buy and receive an invoice and a receipt for the company (R1)?

For all information related to R1 invoices, contact our information center by e-mail at: valfresco@valamar.com or by phone +38552 465 050.

10. Are the products really fresh from local family farms?

At Valfresco Direkt, we have connected with the best local family farms, producers of fruits, vegetables and other quality products. In collaboration with them, Valfresco Direkt delivers the best natural foods of this climate, including a number of organic and organically grown products. All our partners have been in this business for many years, many of them for decades, and they invest a lot of effort, love and knowledge in every food they produce. That is why we at Valfresco Direkt are proud to work with valuable people whose products we now deliver to your doorstep.

In Istria we cooperate with these family farms:

  • Buretić Bregi
  • Family farm Maretić
  • Mlin Roč
  • Family farm Brečević
  • Family farm Edi Radola
  • Family farm Buretić Boljun
  • Family farm Josip Dantinjana
  • Family farm Mauricio Pulić
  • Family farm Darinka Krnčević
  • Obrt Šampinjoni
  • Family farm L&P
  • Family farm Zajc
  • Family farm Jehnić Zelenjava
  • and others.

Inland, we cooperate with these family farms:

  • Family farm Marukić
  • Slavica Dumendžić
  • Agrolov
  • Josipović
  • Aronia Life
  • Family farm Mikinac
  • Snašina kujina
  • Agroklaster
  • Sotinac
  • Viksi
  • and others.

11. If I want to buy someone products from the Valfresco Direkt website, how can I do that?

It is simple. It is necessary to pay for the order online (by card payment), and under the delivery address state the address to which you want the delivery to be made.

10. Where can I find documents related to the order?

The invoice as well as other documents related to the order will be sent to the e-mail you entered when ordering. You will receive a printed invoice if the method of payment is cash on delivery. 

11. What if I have questions about a product?

For all questions contact our agents at:

Phone number: +38552 465 050

E-mail: valfresco@valamar.com

Opening hours:

Monday - Friday 8 a.m. - 7 p.m.

Saturday and Sunday 8 a.m. - 5 p.m.

 

DELIVERY

1. In which places and cities do you deliver products?

We deliver all our products to these areas:

  • Istria - the whole area of Istria
  • Rijeka and surroundings (Dražice 51218, Ičići 51414, Jurdani 51213, Kastav 51215, Kostrena 51221, Kukuljanovo 51227, Lovran 51415, Matulji 51211, Mošćenička Draga 51417, Opatija 51410, Rijeka 51000, Viškovo 51216)
  • The island of Krk - the whole island area
  • The island of Rab - only in Valamar facilities

2. When do I select the location I want delivery to?

The availability of the range and delivery of the Valfresco Direkt web store depends on your location. When you arrive on the Valfresco Direkt website, you first choose whether you want to order in 'Home or office', Valamar Accommodation or 'Other Accommodation', and then you need to enter the postal code of the location where you are ordering. According to the entered postal code, you will be shown the offer available at that location. In the Valfresco Direkt online store, you choose the product you want to buy.

3. How is the final price of an order calculated?

The total value of the order is the sum of the price of the product and the cost of delivery. The cost of delivery depends on the total price of the product. Delivery is free for orders greater than or equal to the amount of HRK 300,00. For same-day delivery, delivery to the address and collection at the Valfresco Direct Takeaway Point in Poreč and Labin is possible. For orders up to HRK 50.00, delivery is charged HRK 20.00. For orders over HRK 50.00 delivery is free.

4. What is the cost of delivery?

Delivery price is HRK 30.00 kn. Delivery is free for orders greater than or equal to the amount of HRK 300.00. For same-day delivery, for orders up to HRK 50.00, delivery is charged HRK 20.00. For orders over HRK 50.00 delivery is free.

5. What is the minimum order amount?

There is no minimum order amount. For amounts less than HRK 300.00, delivery in the amount of HRK 30.00 is charged or the customer can pick up the order at the Valfresco Direkt Takeaway point in Labin or Poreč without delivery costs.

6. At what address can I pick up the order myself?

When ordering the product, you can choose the address for personal collection of goods (Valfresco Direkt Takeaway point):

Valfresco Direkt Takeaway Point - Labin
Address: Marcilinica 71, 52220 Labin
Opening hours: 11 a.m. - 7 p.m.
Phone Number: +38552 465 050

Valfresco Direkt Takeaway Point - Poreč
Address: Mate Vlašića 39, Poreč 52440
Opening hours: 11 a.m. - 7 p.m.
Phone Number: +38552 465 050

7. Why am I not charged for delivery if the total amount of my payment order is less than HRK 300.00?

Because you applied a voucher in absolute value (eg. HRK 100.00). Before confirming the voucher, you have products in the basket in the amount of HRK 300.00. After you applied the voucher in absolute value (eg HRK 100.00), the total amount of the basket decreased to HRK 200.00. To charge for delivery in this case, the initial amount of the cart is taken into consideration before applying the voucher (HRK 300.00) which meets the condition for free delivery.

If you use another form of voucher (eg voucher in a percentage amount - 10% discount)  the amount of the cart is after applying the voucher is taken into consideration for free delivery.

8. How is the delivery made?

Delivery is made through our delivery service within the time period selected when placing the order. Delivery is made every day from 11 a.m. to 8 p.m., including Sundays. 

9. Is it possible to pay with a credit card if the selected method of payment is cash on delivery?

Cash on delivery can only be paid in cash in HRK, except at the Valfresco Direct Takeaway Point where you can pay the bill in cash and by card, regardless of the chosen form of payment on the website.

10. What is the delivery time of the package?

Orders closed by 1pm will be delivered the next day. Customers have the option of choosing the desired delivery time the next day. Delivery can be arranged on another day at the customer's request.

It is possible to arrange items from the cart for one order for up to 3 delivery times. Delivery is paid only once if the total value of the order is less than 300.00 kn. For orders over HRK 300.00, delivery is free regardless of the number of selected delivery times.

All products with the blue truck label or products from the category "Same day delivery" can be ordered the same day for orders at the postal codes of the city of Labin (52220), Rabac (52221) and Poreč (52440). Same-day delivery orders are accepted every day until 5:59 p.m. Same day delivery is possible from 11:00 to 20:00. For same day delivery, delivery to the address and collection at the Valfresco Direct Takeaway Point in Poreč and Labin is possible. For orders up to HRK 50.00, delivery is charged HRK 20.00. For orders over 50.00 kn delivery is free.

If the courier does not arrive at the desired delivery time due to extraordinary circumstances, he will contact and inform the buyer.

11. Why is my package late?

If the buyer does not receive the goods or delivery notice within the expected time, the buyer should notify the seller in order to take action to find the package or to send a replacement package.

12. How can I change the delivery details?

To change the delivery address or telephone number, send us an e-mail to valfresco@valamar.com with the order number and new delivery details. If the the delivery is already in process, the delivery details can no longer be changed.

13. How do I know my order has been sent?

The order confirmation sent to your e-mail address after the purchase is also a confirmation that you will receive your order at the desired time.

13. Is it necessary to present any personal document when collecting the order?

When collecting the order, it is necessary to show the order confirmation in digital or printed form.

14. Can I pick up a delivery to home address order today?

Such an order cannot be picked up on the same day. The order can be received at the earliest the day after the order, if it is made by 1 pm unless the order includes products marked with a blue truck and selected Same-day delivery (home address delivery or collection at Valfresco Direkt Takeaway point in Poreč or Labin).

15. Do you deliver orders only to the front door of buildings or to the front door of the apartment?

We will always deliver your order directly to your front door of the apartment or house.

16. What should I do if I get a damaged product?

If you have received a damaged product, please contact our agents at:

Phone number: +38552 465 050

E-mail: valfresco@valamar.com

 

RETURN

Are you dissatisfied with our service? Are you dissatisfied with the delivered product?

Every buyer has the right to complain about the delivery of the wrong product, the delivery of a product that has expired, or if the goods were delivered with a defect or damage and other similar cases. VALAMAR is not liable for defects if they were known to the buyer at the time of concluding the contract or could not remain unknown to him.

The buyer - consumer is obliged to inform the seller about the existence of defects within two months from the day when he discovered the defect, and no later than within two years from the transfer of risk to the consumer.

The Buyer may send a complaint (related to the product or dissatisfaction with the Seller's service) to the address prigovori.raskidi@valfresco.com or send it by mail to the address Valamar Riviera d.d., Poreč, Stancija Kaligari 1., marked "Valfresco Direkt" or by phone at 00 385 52 465 050. In the complaint, we ask the buyers to state the order or invoice number and the description of the complaint, so that the seller can react to the complaint as quickly as possible. If these are products that have expired or are unusable for any other reason, we ask buyers to send pictures of the expiration date or the entire Product.

The buyer who has timely and duly notified the seller of the defect and it is determined that the complaint is justified has rights under the Civil Obligations Act including the right to unilateral termination of the contract with refund or replacement for the correct product. In this case, the return of products that are incorrectly delivered, damaged or unusable is made at the expense of the seller, as well as the cost of replacing the product.

All products from the Valfresco Direkt web store that are stored and delivered in accordance with the declared storage conditions, i.e. the manufacturer's recommendation.

The customer is not entitled to a return of an expired product that has been delivered with a valid shelf life, as well as a product with a valid shelf life if it is open and meets health safety standards.