Lieferung der Bestellung

Once the order has been shipped, the customer will receive a confirmation email with their invoice, the assigned shipping number and a link that will allow the tracking of the order on the carrier's website. The customer may also have access to that link by logging in to their account and clicking on the "Orders" tab, available on the sign-in page, and by accessing the "Help" icon on the site header bar, after the "Track Order" option. Either way, the customer will be given all information about their order, including the abovementioned link.
Attempting to track the order online after receiving the shipment confirmation email may not return any results. Shipping information may take up to 24 hours from shipment receipt to be updated on the carrier's website without liability to PROZIS.
Orders are delivered from Monday to Friday, except for local or public holidays, at the address indicated by the customer when placing the orders.

Delivery Services

PROZIS provides regular delivery services, which are subject to the carriers’ own procedures, especially regarding the customer's personal information required to complete the delivery, shipping methods, delivery delays, costs and constraints associated with the requirements of the orders to be delivered and with the procedures related to the validation of the recipient's identity (or of the identity of a third person acting on their behalf). PROZIS cannot be held responsible for any change of the carriers’ service conditions, since PROZIS is only obliged to assure that the carriers' procedures for every delivery process fully comply with the terms and conditions in force at the time of the customer’s purchase. The specificity of some product ranges may justify establishing a minimum purchase price, which will always be displayed at the last stage of the ordering process.
Before ordering frozen products, the customer must be aware of the order’s special transportation and handling conditions, since the refrigeration of such products is ensured by distributing them in cool boxes containing dry ice. By way of example, the following safety measures for transportation and handling of frozen products are the following: (i) transportation must be carried out in a compartment that is separate and isolated from the driver; (ii) the box must not be left inside the vehicle for long periods of time; iii) the box must be kept out of the reach of children; iv) the box must remain in a ventilated place; v) the product must be kept in an appropriate and ventilated container; vi) dry ice must never be used or stored in small areas, basements, or storerooms without ventilation; vii) dry ice must only be handled with insulating gloves or appropriate tools (e.g., tweezers); viii) the ingestion of dry ice and/or skin contact with dry ice is extremely dangerous.

Please note: The abovementioned rules must be observed whenever any frozen product is added to an order, even if no special transportation or handling conditions are applicable to the remaining products of the order since the frozen product(s) cool box will be part of a single order containing all products.

As such, the available shipping options will depend on the type of product to be delivered, the destination address, the shipping method (home delivery or pick-up point collection), or even, whenever the 24 Max service option is selected, the time of payment method validation.
Any expected delivery delay, as well as other possible constraints or any relevant remarks at the time of purchase process completion, will be featured as an informative note on the delivery options displayed in the "Shipping methods" tab.

Please note: Delivery times, counted from the effective order date, are merely indicative and can only be applicable whenever there are no physical or structural constraints (e.g., an incorrect address or force majeure events such as strikes, missed connections, extreme weather conditions, etc.). An exception is also made for any situations where there is an exceptional order volume, such as during the holidays or in the event of promotional campaigns, as well as for any situations that may hinder a normal delivery service.

The customer may, therefore, receive the order at an address of their choice (with the exception of PO Boxes). To do so, the customer only needs to provide an address where they will be from 9 am to 7 pm on the scheduled delivery date. The chosen carrier will attempt to deliver it to the chosen address.

Please note: It is not possible to choose a specific delivery time since it will be conditioned by the courier route on the day of delivery, which is exclusively set by the carrier.

Indicating an incorrect or incomplete delivery address may result in the order being returned to PROZIS and may lead to additional costs for the customer. As such, it is highly recommended that the customer always make sure that the delivery address indicated at the time of order placement is correct and complete. Once the order has been placed, changing the delivery address or the provided billing information is no longer possible.
On the other hand, if the customer chooses to collect the order at a pick-up point, its collection will be subject to a time period of no less than seven days, which is determined and confirmed by the selected carrier via an SMS directly sent to the customer. If not picked up, the order will be returned to PROZIS.

Please note: On both cases, and to comply with the carriers’ organization and distribution procedures, the recipient’s identification details will be printed on a label that will be placed on the outside of the box. Because these are the customers’ personal information, destroying or erasing this information is recommended so as to avoid third-party access once the box is sent for recycling.

Shipping costs are automatically calculated by the system and may vary according to the following:

  • actual or volumetric weight (whichever is higher)
  • total order amount*
  • product range**;
  • delivery address
  • carrier prices, which are subject to regular updates

Shipping costs are automatically updated as the products are added to the shopping cart.
These specific purchase conditions are clearly identified during the order process and immediately before purchase confirmation.
*The offer of shipping costs on orders of a certain minimum amount only applies to situations where the delivery address is located in mainland France, except for deliveries to Corsica and Monaco.
**Frozen product orders is subject to a minimum purchase amount and to the payment of the transport packaging in low value orders. These purchase conditions are clearly identified during the order process and immediately before order confirmation.

Reimbursement of shipping costs

There are three possible situations where shipping cost reimbursement may take place:
i) Failure to deliver the order for reasons attributable to PROZIS or to the carrier, the customer will be fully reimbursed for any amount paid for delivery. A PROZIS' Customer Service returns and refunds employee will contact the customer in order to confirm their right to reimbursement and to provide any further clarification on this matter.
ii) Error in product(s) shipped or shipment of defective product(s): The customer will be reimbursed in full for any amount paid for delivery only if the error or defect occurs in all products shipped. For more information, please see Section 1.5 below.
iii) Right of withdrawal from the contract: according to articles 9 and 11 of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011, applicable to distance and off-premises contracts within 14 calendar days without giving any reason.
The period for exercising the right of withdrawal expires 14 days from the day following the day on which the customer, or a third party other than the carrier and authorized by the customer, takes physical possession of the goods.
To exercise their right of withdrawal, the customer must inform PROZIS of their decision to withdraw by statement sent by post to PROZIS - Rua do Cais, No. 198, Fontarcada, 4830-345 Póvoa de Lanhoso, Portugal, which must be preceded by a message to Customer Service, available on Order number and description or reference of the product(s) to be returned must be clearly communicated, as well as the intended form of reimbursement of the amount paid.
The customer may use the electronic withdrawal form available here, or, alternatively, download the physical version of the form here, but that is not mandatory.
To meet the withdrawal deadline, the customer must send this communication concerning their exercise of the right of withdrawal before the withdrawal period expires as described below.
The procedures set out in the Annex to that document and in the provisions of Item 1.3 (Returns) apply to the exercise of this right of withdrawal. In this context, PROZIS will fully reimburse the amount that the customer paid for delivery, with the exception of: a) any supplementary costs resulting from choosing a type of delivery other than the least expensive standard delivery provided by us; b) any return costs as a result of exercising the right of withdrawal. In either case, the customer will bear the cost of returning the items to the warehouse.
Within 24 hours, PROZIS will acknowledge receipt of the intention to terminate the contract.
Reimbursement will be handled without undue delay and within 14 days of receiving the returned item(s) at the PROZIS warehouse with prior notice. PROZIS will send a confirmation of withdrawal to the customer within 24 hours.

Please note: PROZIS will reimburse product costs using the same payment method used in the initial transaction, unless expressly agreed otherwise with the consumer. Regardless, the customer will not incur any fees as a result of the reimbursement of the amount paid for delivery.

Alternative applicable procedures

The customer may choose a refund coupon for a future order instead of reimbursement using the original payment method. This coupon will be valid for 12 months from its issuing date, after which no other refund will be possible.
If the reason for the unsuccessful delivery and return of the order is the responsibility of the carrier, regardless of the payment method chosen, the customer will have to file a written complaint, which will be analyzed by the carrier.
Alternatively, and subject to the customer’s prior express consent, this complaint can be sent to the carrier as a justification for the situation caused by non-delivery.