Frequently asked questions
In short: choosing a piece, paying, collecting your order and refunds. The full terms are in the Public Offer.
Do I need an account to order?
No. Your first name, last name and phone number are enough — we call to confirm the order.
An account is created by phone number, with no password: you enter the number and the code from an SMS. It only gives you your order history and your favourites list.
Why do two pieces of the same cheese cost different amounts?
Because they weigh different amounts. Every piece is weighed before it appears on the site: you pick a specific piece with its own weight and price, not «about 300 grams».
The price per kilogram on the product card is shown for reference, so you can compare products with one another.
Will the bank hold more money than my order total?
No. Your order total is final from the moment you place it: the piece has already been weighed, so there is nothing to estimate.
The bank charges exactly the amount you saw in the cart. We do not recalculate it when you collect the order.
How long is the piece I picked held for me?
The moment you go to checkout, the pieces you chose disappear from the catalogue and are held for you for 20 minutes. The countdown is shown on the cart page.
If you pay by card, the hold lasts until the payment session ends.
Once the time runs out the pieces go back on sale and the order has to be placed again.
How do I get my order?
Either way: collect it from our shop, or have it delivered by Nova Poshta — to a branch, a pick-up point or a parcel locker. You choose at checkout.
The address and opening hours are shown at checkout and on your order page. We do not deliver to your door by courier.
Cheese is perishable, so where we ship is limited: items available only within the creamery’s own city are not sent beyond it, and everything else travels within our region. If your cart holds such an item, the site says so when you pick a city and names the item.
How much does delivery cost?
At Nova Poshta’s own rates, paid when you collect the parcel. Delivery is not charged on the site.
Above the order total shown at checkout, delivery is on us. How much is left to reach it is shown right there, on the «Nova Poshta» option.
How can I pay?
By card on the site, through a secure Monobank page. Card details are entered on the bank’s side; we never see or store them.
Or on the spot when you collect the order — in cash or by card. This one is for pick-up only.
Orders with delivery are paid by card on the site: we only issue the waybill once the payment is in.
Where can I check my order status?
On your order page — it opens right after checkout, so it is worth keeping the link.
If you signed in, all your orders are collected in your account, under «My orders».
For delivery, the waybill number arrives by SMS and is shown on your order page along with the estimated delivery date. Nova Poshta’s own app tracks the parcel by that number.
How do I cancel an order?
You can cancel any time before you collect the order — call us or write to the contacts at the bottom of the page.
If the parcel has already been sent, call us before you collect it from the branch.
Anything you have already paid is refunded in full.
When will I get my refund?
We refund the way you paid: a card payment goes back to the same card.
How long it takes to arrive is up to your bank, not us. A refund can also cover part of an order: the rest stays valid and the total goes down.
Can I return cheese I did not like?
No. Cheese is a food product, and food of proper quality cannot be returned or exchanged. That comes from a list approved by the Cabinet of Ministers of Ukraine, not from us.
If the product is of poor quality, do write to us. A quality claim can be made within the product’s shelf life, and we refund the money.