Delivery and Payment Terms

Ordering via the Online Store

Through the automated system of the "Zdravnitza" health online store, you can place an order quickly and conveniently by selecting your desired products, quantity, delivery address, shipping method, and payment method.

Before the final order confirmation, the system automatically calculates and displays the total amount due, including the price of the products, applicable discounts, and shipping costs (where applicable).

The delivery price and timeframe are calculated based on the selected country, location, address, courier, shipping method, as well as the weight, volume, and total value of the order.

For items that are temporarily out of stock, our "Zdravnitza" team will contact you to inform you of the options for delivery, replacement, or cancellation of the respective product.

Processing and Dispatching Orders

Orders are processed and dispatched on business days, Monday through Friday, excluding public holidays and weekends.

Orders placed and confirmed by 3:00 PM (EET) on a business day are usually processed and dispatched the same day, provided all items are in stock and no further clarification is needed. Orders placed after 3:00 PM, as well as those placed on weekends or public holidays, are processed on the next business day.

During the checkout process, the system displays an estimated delivery window based on the chosen courier and delivery address.

Phone confirmation is primarily carried out for orders within Bulgaria when the client has selected "Cash on Delivery" and requested a confirmation call before dispatch.

Delivery in Bulgaria

For deliveries within Bulgaria, the "Zdravnitza" online store partners with Speedy, BOX NOW, and Net Courier.

Depending on the location and the selected courier, delivery can be made to:

• The client's address;
• A courier office;
• An automated postal station/parcel locker;
• The "Zdravnitza" physical store in Sofia.

Net Courier is used for deliveries within Sofia. BOX NOW is used for deliveries to automated parcel lockers across Bulgaria.

Delivery to the "Zdravnitza" physical store in Sofia is free. When selecting this method, customers can pay in advance by card or bank transfer, or on-site at the store by cash or card.

Delivery to European Union Countries

"Zdravnitza" provides shipping to all countries within the European Union.

For international deliveries, we work with a partner logistics network and local courier operators. Available shipping options, estimated delivery times, and costs are displayed during the checkout process after entering your delivery address.

"Cash on Delivery" is NOT available for international orders. International orders are dispatched only after advance payment by card or bank transfer.

For more information on international shipping and available courier options by country, please visit our "Deliveries to Europe" page.

Delivery to Countries Outside the European Union

"Zdravnitza" also ships to selected countries outside the EU, including Canada, Israel, UAE, Qatar, Switzerland, Thailand, Philippines, Monaco, and others, where the system allows for the selection of the destination country.

Delivery times for non-EU countries typically range from 2 to 14 business days, depending on the destination, courier, customs processing, and local conditions.

Please note that deliveries outside the EU may be subject to import duties, taxes, customs fees, or other local charges. These costs are not included in the order price and are the responsibility of the recipient.

The customer is responsible for facilitating customs clearance if required by local authorities or the courier.

If a shipment to a non-EU country is not received, refused, or returned due to unpaid duties/taxes, the actual costs for shipping, return, customs handling, or storage may be deducted from any potential refund.

Delivery Fees

Delivery costs are calculated automatically during checkout and are shown before final confirmation.

Fees depend on the destination, courier, shipping method, weight, volume, and order value.

Free delivery within Bulgaria may be available based on current store conditions, courier, and order weight/value. Free delivery for orders outside Bulgaria is only applicable if explicitly stated during the checkout process.

Inspection Before Payment

For certain shipments within Bulgaria, an "Inspection before payment" option may be available when shipping via Speedy (excluding automated stations).

This option is not available for BOX NOW, automated parcel lockers, or international deliveries. For prepaid orders (card/bank transfer), no payment is due to the courier upon receipt.

Insurance and Damaged Shipments

All shipments within Bulgaria are sent with insurance/declared value according to the courier's terms.

We recommend checking the external condition of the package upon delivery. If you notice visible damage or suspect the contents are compromised, please notify the courier immediately and contact us as soon as possible. We handle such cases individually to offer replacements or refunds.

Delayed, Lost, or Non-Delivered Shipments

Delivery times are estimates and may be affected by courier schedules, public holidays, weather, customs, or other factors outside our direct control.

If a package is lost, "Zdravnitza" will assist in investigating with the courier and either reship the order or provide a refund based on the client's preference. If a customer refuses a delivery or fails to collect it, return costs may be deducted from the refund, particularly for international orders.

Payment Methods

Cash on Delivery (COD)

Available only for orders within Bulgaria. You pay the order value and shipping fees to the courier upon delivery. Not available for international orders.

Credit or Debit Card

You can pay via a secure payment environment, including Google Pay and Apple Pay. Card payments are processed by Viva.com. "Zdravnitza" does not store and has no access to your full card details.

Bank Transfer

Orders are dispatched once payment is received in our bank account. An invoice is issued for all bank transfer orders.

Payment upon collection at our physical store

When choosing delivery to our Sofia store, you can pay by cash or card on-site. Advance payment options are also available.

Payment Security

"Zdravnitza" uses a secure encrypted connection for all online payments. All card data is processed within the secure environment of our payment provider. We do not store or have access to your full card information.

Invoices and Receipts

A payment document (receipt or invoice) is issued for every order. If you require a corporate invoice, please provide the company details during checkout. For international orders, invoices can be provided in English.

Returns and Right of Withdrawal

Detailed conditions regarding returns, complaints, and the right of withdrawal are described on our "Returns Policy" page. Please note that certain goods cannot be returned due to health and hygiene reasons if the seal has been broken.

Where orders are dispatched from

"Zdravnitza" Logistics Center
5 Prezident Linkoln Blvd., Sofia, Bulgaria
Tel.: +359 2 483 72 91; +359 884 108 026

Frequently Asked Questions (FAQ)

How long will it take to receive my order?

Processing occurs on business days. The estimated time depends on the destination and courier, displayed during checkout.

Can I inspect the shipment before payment?

Yes, this option is available for most deliveries within Bulgaria via Speedy (excluding automated parcel lockers).

What if my order arrives damaged?

Please contact us immediately. We will investigate the case and assist you with a replacement or refund.

Do you offer Cash on Delivery for international orders?

No, Cash on Delivery is only available within Bulgaria. International orders require advance payment.