Shipping policy

Version 2.0. Last updated and effective from: 21 September 2026. Previous versions are retained and will be provided at the customer's request. Each order is governed by the Terms and Conditions in force at the time it is placed.

Delivery

“Delivery” shall be deemed to have taken place, or the order to have been “delivered”, at the moment the person who placed the order, or a third party indicated by them other than the carrier, acquires physical possession of the products, which shall be evidenced by signing for receipt of the order at the agreed delivery address.

Orders are processed and delivered on working days only (Monday to Friday, excluding public holidays). Orders placed on Saturday and Sunday will be processed on the following working day.

If it is not possible to deliver your order, the courier company will contact you by email or SMS.

If delivery is also not achieved in subsequent attempts, once 10 days have elapsed without the order being delivered for reasons beyond our company's control, we will understand that you wish to withdraw from the contract and will consider it terminated. As a consequence of the termination of the contract, we will refund all payments received, including delivery costs, except for additional costs arising from transport, without undue delay and, in any event, within a maximum period of 14 days from the date on which the contract is deemed terminated.

The direct costs of returning the order resulting from the impossibility of delivery for reasons attributable to the customer may be deducted from the amount to be refunded, after informing the customer of the amount.

If you receive a product that shows a possible lack of conformity, you may contact our Customer Service Department.

In order to analyse the issue as effectively as possible, we would be grateful if you could provide us, where possible, with the order number, the reference of the affected product, a description of the issue and any information or material that may be useful for its assessment.

The purpose of requesting this information is to facilitate the analysis and handling of the issue, and it does not limit the rights legally granted to the consumer.

Where there is a lack of conformity, Onlyfresh will offer the appropriate remedies in accordance with the applicable legislation, at no cost to the consumer.

Shipping

Shipments are handled by external transport companies. As soon as the checkout process is completed, the product will be shipped by the means that Onlyfresh makes available to the user. Shipping costs are borne by the customer.

Shipping costs will depend on the zone to which the parcel is to be sent; rates and conditions for free shipping are calculated automatically during the checkout process.

Onlyfresh does not ship to the Canary Islands, Formentera, Ceuta, Melilla and Andorra.

Under no circumstances shall it be liable for costs arising from customs or for any possible detention by customs.

Shipments to destinations requiring customs clearance may need 1 (one) additional day.

The risk of loss of or damage to the products passes to the customer when the customer, or a third party indicated by the customer other than the carrier, acquires physical possession of them. We recommend checking the condition of the parcel at the time of delivery and, if it shows signs of having been opened, knocked or damaged, refusing it or noting this on the delivery note and informing our Customer Service Department. This is a recommendation intended to speed up the handling of the issue: accepting the parcel without reservation, or not making a note on the delivery note, does not prevent or limit the exercise of the rights to which the customer is legally entitled, and the customer may report any lack of conformity within the legal guarantee period.

Orders are generally processed within 24 hours. Once the parcel leaves our premises, delivery may take between 24 and 72 hours; however, exceptional situations may arise that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates or force majeure circumstances. Nevertheless, Onlyfresh undertakes to notify the customer should any of the above events occur, without prejudice to the maximum delivery period provided for in the “Placing orders” section.

If, at the time of delivery, no one is present at the address indicated and the parcel cannot be delivered, our courier service will contact the customer in order to find an alternative delivery solution. If, despite reasonable delivery attempts and the alternatives offered by the carrier, the order cannot be delivered for a reason attributable to the customer, the parcel may be returned to our premises.

Once the returned order has been received, the corresponding refund will be made in accordance with the applicable legislation, taking into account, where legally appropriate, the costs directly arising from the return caused by the impossibility of delivery attributable to the customer.

Storage and packaging integrity

Products in pouches or sterilised packaging are stable at room temperature until the best-before date indicated on the packaging, without the need for refrigeration. We recommend storing them in a dry place, protected from direct sunlight and sources of heat.

Do not consume the product or give it to your pet if the packaging shows swelling, bulging, perforation or leaks, or if the seal appears compromised, or if the contents show an abnormal smell, colour or texture. In such a case, keep the packaging and the batch number and contact our Customer Service Department, which will offer you a replacement of the product or a refund of its price, at your choice.

Once the packaging has been opened, keep the product refrigerated between 2 and 8 ºC and consume it within a maximum of 48 hours.