After you receive your package, please open it immediately and inspect its contents. If you are calling M-F after 5:00 pm, please contact us via contact@europeanfoodexpress.com and provide the following information:

• Your name
• Order number
• The time and date order is received
• A detailed explanation of the issue
• Your contact information
• Pictures of the products or a package via email

Once we have been alerted, we will investigate and work directly with you to resolve the issue.

Please do not discard any items while a case is being investigated. Please do not refuse a package. Please do not return a package.

Refunds are issued only in the following cases:

• Products were damaged while being shipped.
• Missing items (your choice of refund or adding a missing item to your next order).
• Melted and damaged products.
• Perishables arrived warm.
• Damaged or opened product packaging.
• Broken bottles (applies to products in jars).
• Any products that are out of stock and not substituted.

To file a claim and start the investigation, you must provide pictures and other proofs.
 

• If the customer ordered the wrong product.
• If the customer provided incorrect information (i.e. wrong address, phone number).
• If a discount code was not used prior to the end of promotion. Sales or promotional prices that start after an order has been placed.
• If we haven’t been notified about late delivery or damaged/missing products within 24 hours after you received your order.
• If a mistake was made to your order please contact us and we may be able to make changes. After an order has been shipped no adjustments can be made.