Magaza is a traditional small, usually family run shop in the countryside. Even though we only meet you remotely, we strive to provide our customers with neighbourly feel we are all used to when shopping in our favourite store back home (wherever that might be).
Thanks to all of our customers and 10 years of dedication, we have managed to outgrow our previous online platform. We strive to offer to both our old and new customers the best possible online shopping experience and an updated modern design.
Magaza is family owned, run and led, including both the older and younger generations. The Online part is refering to our home delivery fulfilment centre in Park Royal. Read more about our team and process here.
We would be lying if we said it didn't. However, we are taking all possible precautions that we can with our team, suppliers, couriers and business partners to continue operating, restocking and shipping your orders as usual.
Current world situation is having a big impact on both price and availability of goods. Products on their way to us are still experiencing severe delays which results in much shorter expiration dates, as the goods are someties in transit for weeks or months. Even though there is a free trade agreement, rules of 'preferential origin' mean most of our imports will incur duty (which wasn't the case before).
Our amazing team is working incredibly hard to keep the quality and continuity of our products and services, but please be understanding in case of any delays, stock shortage and shorter expiration dates, as this is something we cannot influence in any way.
Keep up to date with any updates on our Delivery Info page, as well as through Facebook and Instagram.
Magaza Online staff will be able to answer your emails Monday - Friday 9:00-16:00h.
We aim to answer all your email and Facebook inquiries within 24h on our working days.
Your deliveries are prepared and packed until 14:00h after which they are collected by he couriers.
We love hearing from you and implementing your feedback! If you have an inquiry, please contact Magaza Online staff at 0331289439 option 2 or shop@magaza-balkanfood.co.uk. If you are contacting us outside our working hours, please be patient, we'll reply as soon as we see your message.
All contact details are listed here.
We will always be focused on resolving your inquiry as quickly as possible, in case of any issues, be kind to our staff as we are all here to help and assist you. Please bear in mind that we have moved from our Shepherd's Bush shop and that we are in a different location. Shop cashiers and other staff members are not trained to respond to online and home delivery inquiries and may make an honest mistake trying to help you. If you wish to get timely and correct information, use any of contact details provided above.
Feel free to reach out to us in English or any of the former-Yu languages. We are less fluent in Slovenian and Macedonian but we can manage!
All the details and breakdowns of delivery costs are available here and below every product in our store.
We do not restrict our customers in terms of how much they would like to order. If you would are interested in trying one product, or you are in for a full stock up, we will happily arrange the delivery for you.
Yes we do, to the most areas of the UK. Enjoy free delivery over £120* (discount of £7.99 automatically applied at checkout) applicable on both regular price and discounted products. Please note a £5 frozen delivery surcharge will apply if your order contains any number of frozen products. Free delivery is not applicable for bulk orders (over 50kg).
*Areas considered remote by couriers such as Scottish Highlandsand offshore locationsdo not qualify for free delivery, as these shipments have a surcharged shipping fee.
Stay tuned on our social media for updates about special free delivery promos and other news and offers. All current delivery details and updates are explained in detail on our Delivery Info page.
We deliver to any post code in the UK!* Most UK postcodes are eligible for overnight delivery service. For certain postcodes this would not be possible considering how far away they are from our premises. We still provide delivery to all of these addresses, but because the transit time is longer, we are not able to ship frozen products to certain areas.
Please read our Delivery Info page thoroughly, especially important regarding frozen delivery limitations.
*We have suspended delivery to Northern Ireland (BT postcode) due to new Brexit regulation. We are still working to gain full clarity on Brexit affects our international and Northern Ireland customers. In light of this, international deliveries are paused.
DHL are our partner couriers who perform all of Magaza's outside-London deliveries. For any inquiries regarding your delivery tracking after it was shipped, please contact couriers directly, their operators will be able to give you an answer more quickly than Magaza Online staff.
Some of our London deliveries are performed by friendly Magaza drivers.
Due to extreme situation (COVID-19 & Holidays) please allow up to 7 working days for your order to get shipped. All orders are sent through same day or overnight services, but delays are expected. Read detailed info here.
Delivery by us - Most London deliveries will be performed by Magaza driver. Delivery time slot will be provided on the morning of delivery.
Delivery by courier - Rest of the UK and some London deliveries will be performed by DHL Express who will provide tracking information evening before the delivery. Please call DHL directly for any delivery inquiries after dispatch from our premises. DHL Tracking is available at https://track.dhlparcel.co.uk/.
Please note that postal services are closed for collection on weekends and Bank Holidays. Even though our staff is working hard on these days, there is no courier available to collect and process your parcels.
Monday deliveries are only available for orders not containing any refrigerated or frozen products. All other orders made from Thursday evening throughout the weekend will be shipped on Monday the soonest.
If you need your order to be delivered on a Saturday, please get in touch with our team, as a Saturday deliveries carry a surcharge from couriers.
During busy periods, some courier depots might deliver your orders over the weekend. This is not something we have influence over as it is down to your local depot's internal organisation, but if this is a case with your order it will be clearly communicated by the couriers.
We are currently disabling this service due to Brexit. When new rules are put in place, we'll be sure to continue delivering wherever you are.
We permit the use of freight forwarder services. We will ensure that their instructions are followed and we can deliver to their UK address. However, please be aware that Magaza Online will not be responsible for any damages caused by transportation of the freight forwarder.
If you need further information please feel free to contact us.
Yes, you can! The boxes and insulation methods we use are the best on the market to insure your products will be delivered chilled. All of our insulation materials are reusable or biodegradable, except ice packs which you can reuse indefinitely whenever you go shopping for chilled or frozen products. All of our packages will be left in a safe place, so that they are delivered without fail, even if you are not in to accept the order.
Certain postcodes are very far from our premises, so our couriers cannot guarantee overnight delivery to these remote ares. The restricted postcodes are listed and updated on the Delvery Info page.
Regarding other Scotland postcodes (AB, DD, DG, EH, FK, G, KA, KY, ML, TD), we recommend ordering the amount of frozen products you can use within 1 day of delivery.
Please note that we cannot guarantee that your orders will arrive deeply frozen. In case your products arrive defrosted, we advise keeping them refrigerated in original packaging and consumed within 24h after taking them out of the insulation packaging.
When your frozen order arrives, check if the ice packs are still solid - this means that all the items are deeply frozen and safe to use within 3 days in the refrigerator, or just pop in your freezer to use until the expiration date.
Read more about our frozen packaging here.
Booking specific time slots is not provided at the moment. As soon as our couriers make this option available, it will be implemented at Magaza Online.
DHL, our couriers provide this option, but it is not something we recommend for perishable orders, as any route change might result in the delivery being delayed.
If you opt for diverting your order to the Local Parcel Shop or to any other address, please check if they are open and accepting parcels and note that we are not going to be able to be responsible for timely or correct delivery in these cases.
Feel free to place your order for delivery to any address that suits you. Most of our customers order to their work address, building concierge, neighbour's addresses etc.
All of our packages will be left in a safe place, so that they are delivered without fail, even if you are not in to accept the order. We recommend to all of our customers to provide detailed "Leave safe" instructions, so that we can inform the courier upfront.
If you are not in, your delivery will be left in a safe place by the courier or left with a neighbour.
If the delivery attempt fails, your order will be out for delivery again the next business day. If the order is not delivered after the second attempt, it will automatically be returned to us and you will be refunded the cost of non perishable products and frozen packaging surcharge. Frozen and refrigerated products, delivery charge including all surcharges will not be refunded.
Yes, unless delivery instructions are specified, we will instruct couriers to leave your delivery in a safe place in case you are not in.
If you have a preferred safe place or neighbour willing to accept your delivery, please enter these details in the note box when finishing up your order, or let us know by email or phone.
First check if your delivery was left in a safe place by the courier. If no safe space was available, a card would be left by the courier with instructions on how to proceed.
If the delivery is not picked up from the depot, it will be out for delivery the next business day. If the order is not delivered/collected after the second attempt, it will automatically be returned to us and you will be refunded the cost of non perishable products and frozen packaging surcharge. Frozen and refrigerated products, delivery charge including all surcharges will not be refunded.
Unfortunately, we do not offer click and collect service any more as our online team have moved from our West London shop and are in an industrial area. However, our shop is open every day of the week and if you are close by you are welcome to shop in person. Click on the link below for Google Maps navigation.
6 the Vale, W3 7SB, London, UK.
Magaza Online accepts Visa, Master Card, American Express, Maestro, Apple Pay and Google Pay. Our new platform also supports accelerated checkout with Shop Pay.
This option is not available, all orders need to be processed in full in order to proceed with delivery.
Yes, as long as you have the cardholder's permission and have updated the billing address during checkout to match the cardholder's.
This happens if the billing details entered when placing your order do not match the details on the card used. Please double check that there are no spelling mistakes and all details match the card before checking out.
Certain banks may hold your funds after the payment is declined for security reasons (fraud, stolen card or details). Please note that if your payment was declined, Magaza Online is not the one holding your funds, your bank should automatically release the funds back to you in 3-10 days. For any further details regarding declined payments please contact your bank or card provider directly.
Most of the London area - We'll send you an email notification containing a time slot as soon as your order is on its way to you.
Rest of the UK - After your order is prepared and packed it gets booked for collection by the courier. When your delivery is collected from our premises, you will automatically receive tracking information from DHL on the email provided when placing your order. Your delivery will receive a dedicated 14-digit consignment number which you can use to track your delivery.
If you wish to receive more detailed information about your order on the delivery day, please feel free to contact DHL directly.
If you wish to return or exchange products, follow these instructions. Please do not return products or parcels to couriers as they are not Magaza Online employees and are unable to process the return for you.
As we try to be as quick as possible when shipping out your orders, any changes should be made as soon as possible after placing your order, by sending us an email to shop@magaza-balkanfood.co.uk
Please note that if your order is already packed or shipped, we might not manage to apply changes to it.
If you are having an issue shopping on Magaza Online please close down your browser and restart your shopping. Most problems are solved by refreshing your browser's page. If you are having a checkout issue:
1. Make sure your order is not containing any out of stock products. These products will need to be removed from your cart before confirming your order.
2. Check if all your details are entered correctly. Your billing name and address need to match the details on the card used.
If you are still having an issue shopping on Magaza Online please pop as an email to shop@magaza-balkanfood.co.uk
