FAQ

The basics

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 8 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.

We hope you will enjoy the new, more user friendly shopping experience with even more available products, better offers, free delivery option (coming soon) and detailed product information.

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.

Magaza Online staff will be able to answer your emails Monday - Friday 9:00-17:00h.

We aim to answer all your email and Facebook inquiries within 24h time period.

Your deliveries are prepared and packed until 15:00h 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 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.

Deliveries

Because of all of yours support throughout the years, Magaza Online is now able to offer a lower delivery charge! All the details are available here.

We are offering a limited time completely FREE delivery on all UK orders over £80! Enjoy our delivery service to any UK address with no additional surcharges. Please note that surcharges will still apply to orders under £80, details available here.

We deliver to any post code in UK! Most UK postcodes are eligible for overnight (next business day) delivery. For certain postcodes this would not be possible considering how far away they are from our shop. We still provide delivery to all of these addresses, but because the transit time is longer, we are not able to ship frozen products.

Restricted postcodes for delivery of frozen products are as follows:

ZE1-3, PH30-45, PA20, PA30-35, PA40-78, KW1-18, KA27-28, HS1-9, IV26-28, IV40, IV52-63

Yes we do, upon request. If you are not living in UK and wish to order from Magaza Online, please send us an email at shop@magaza-balkanfood.co.uk

We are currently in the process of enabling this service full time. 

Due to extreme situation (COVID-19) please allow up to 7 days for your order to get shipped. All orders are sent through same day or overnight services, so they will not be in transit for longer than usual.

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 APC who will provide tracking information evening before the delivery. Please call APC directly for any delivery inquiries as we are forbidden to share your personal information with your local delivering depots. APC contacts are 0800373737 and apc-overnight.com/receiving-a-parcel/tracking

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.

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 and bio degradable, except ice packs which you can reuse indefinitely whenever you go shopping for chilled or frozen products.

Due to the current heatwave, 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.

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.

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 comment box when finishing up your order.

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.

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.

This option is temporarily disabled due to COVID-19 social distancing guidelines.

Payment

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 arrange 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.

Tracking your delivery

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 while placing your order. Your delivery will receive a dedicated 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.

Returns & Exchanges

If you wish to return or exchange products, follow these instructions. Please do not return products or parcels to APC's couriers as they are not Magaza Online employees and can't process the return for you.

As we only provide overnight deliveries, any changes to your order should be made within 30 minutes of placing your order, by sending us an email to shop@magaza-balkanfood.co.uk 

Website issues

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 trolley before confirming your order. 

2. Make sure 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