Frequently asked question

Frequently asked questions and answers

Where do we deliver?

Kifli.hu currently provides its services within the entire administrative boundaries of Budapest.

We also deliver to the following locations at the times listed below:

Alsónémedi, Biatorbágy, Budajenő, Budakalász, Budakeszi, Budaörs, Csobánka, Csomád, Csömör, Diósd, Dunaharaszti, Dunakeszi, Ecser, Érd, Erdőkertes, Felsőpakony, Fót, Göd, Gödöllő, Gyál, Gyömrő, Halásztelek, Herceghalom, Isaszeg, Kerepes, Kistarcsa, Maglód, Mogyoród, Monor, Nagykovácsi, Nagytarcsa, Ócsa, Őrbottyán, Páty, Pécel, Péteri, Pilisborosjenő, Pilisvörösvár, Pilisszentiván, Pomáz, Remeteszőlős, Solymár, Sóskút, Szada, Szentendre, Szentkút, Szigethalom, Szigetszentmiklós, Sződ, Taksony, Tárnok, Telki, Tököl, Törökbálint, Üllő, Üröm, Vasad, Václiget, Vácrátót, Vecsés, Veresegyház:

07:00-22:00

Kosd, Százhalombatta, Vác:

08:00-11:00
16:00-19:00

Settlements near Lake Balaton: Alsóörs, Aszófő, Balatonakarattya, Balatonalmádi, Balatonfőkajár, Balatonföldvár, Balatonfüred, Balatonfűzfő, Balatonkenese, Balatonszabadi, Balatonvilágos, Csopak, Felsőörs, Lovas, Paloznak, Siófok, Szántód, Tihany, Zamárdi

08:00-11:00
16:00-20:00

The area around Lake Velence: Agárd, Gárdony, Kápolnásnyék, Sukoró, Velence, Pákozd, Székesfehérvár

08:00-11:00
15:00-20:00

Veszprém, Szentkirályszabadja, Veszprémfajsz and Nemesvámos

08:00-11:00
16:00-20:00

For orders to destinations near Lake Balaton, supplements or changes can be made up to at least 10 hours before pick-up. For addresses in the agglomeration, the time limit is 6 hours.

On Lake Balaton and Velence, the quarter-hour time window is not available.

What is the minimum order value?

The minimum order value is HUF 12 000.

Express delivery:

It is possible - optionally, depending on the available delivery capacities - to request express delivery for HUF 2 999 (regardless of the value of the order; but the minimum order amount is HUF 12 000). Express delivery is made within 90 minutes in Pest and 120 minutes in Buda after the order is placed and confirmed.

Express delivery is not guaranteed during the full opening hours of Kifli.hu, we can provide the service depending on the daily availability.

Express delivery is not available outside Budapest.

Express delivery may be temporarily suspended during holiday periods.

How much does delivery cost?

Free delivery for orders over HUF 24 000 - hourly window. Unfortunately, this does not apply to orders placed for a 15-minute time window, which will incur a delivery charge regardless of the value.

Delivery charges range from HUF 599 to HUF 1 199 according to dynamic pricing in all zones (different conditions apply)

You can find out the exact amount of the delivery fee payable on the website under the delivery timeframe.

Zone fee:

in agglomeration + HUF 100,
Balaton and Velence area + HUF 300

Convenience fee:

For orders between HUF 12 000 and 16 000 --> + HUF 400 extra charge (in addition to the delivery charge)
For orders between HUF 16 000 and HUF 20 000 --> + HUF 200 extra charge (in addition to the delivery charge)

In the agglomeration, around Lake Balaton and Lake Velence, the quarter-hour window is not available.

15-minute slot (time window): + HUF 200

How can I pay?

You can pay for your purchase online by credit card, on-site by credit card (POS terminal) and in cash.

How do I get the delivery note?

After logging in to your account, click on your name in the top right-hand corner to access your previous purchases under "My account". Here you can select which purchase you would like to download the electronic delivery note for.

How do I get my VAT invoice?

After logging in to your account, click on your name in the top right-hand corner to access your previous purchases under "My account". Here you can choose which purchases you would like to download an e-invoice for.

How can I request a company VAT invoice?

In our webshop, at the end of the purchase process, in the " CHECKOUT" menu, you have to select/tap the "SUBMIT PAYMENT DATA" option, then you have to enter the company name, address, company registration number and company tax number, as a result of which the system will automatically issue a company VAT invoice to our customers.

At the end of each purchase, the checkbox in the " CHECKOUT" menu must be ticked in order for the Company details (name, address, tax number, etc.) recorded in the " CHECKOUT" function to be included in the invoice. Failing this, the invoice for the order concerned will be issued to the original name and address recorded in the ACCOUNT.

You can request a company VAT invoice only on the "Cashier" page, under "Contact us".

Kifli.hu is a retail business, aiming to satisfy the needs of natural persons. Kifli.hu does not sell for resale. Please note that orders for commercial purposes (e.g. resale) are not possible.

Can I change the details of the VAT invoice issued afterwards?

You can modify the details of the invoice requested on kifli.hu until the 10th day of the month following the month in which the order was received.

What should I do with the packaging material I have left?

If you request it, the packaging materials we use will be delivered by our couriers with your next order, free of charge, so you don't have to worry about it. The returned packaging materials will be recycled.

Where can I complain or make suggestions to improve the service?

You can send us any complaints or suggestions via our toll-free phone number (06-804-44333), e-mail (info@kifli.hu ) or chat.

Where can I complain about products ordered from BENU Pharmacy?

When you buy BENU products, you are contracting with BENU, so you can lodge complaints with BENU's customer service in accordance with BENU's general terms and conditions.

BENU customer service contact: kifli@benugyogyszertar.hu

Can I add to my order?

Yes, you can add to your order before it is picked up from the warehouse, but there is a so-called completion deadline, which may vary depending on the delivery area:

- For addresses in Budapest, the deadline for completion is at least 5 hours from the start of the requested time window (e.g. an order placed between 15:00 and 16:00 can be completed by 9:50).
- For addresses in the conurbation, additions can be made at least 6 hours before delivery.
- For orders placed in the Lake Balaton and Lake Velence area, additional products can be added at least 10 hours before the pick-up start time.

Outside of the above deadline, we can guarantee our customers an ONLY supplement after the start of the warehouse assembly.

For promotions advertised as a package offer, we cannot provide a gift with an additional order.

Simply add all the products you wish to purchase to your basket (you don't need to reach the HUF 12 000 threshold), then tick the checkbox at the Checkout to add these products to your order. You can then finalise the addition by clicking on the Complete Order button.

What should I do if I have received a damaged or faulty product or if I have not received part of my order?

Please contact us through any of our communication channels and we will promptly help you resolve your complaint.

How can I get the gifts advertised in the bundle offer with the products?

The gift will only be added to the shopping cart if all the conditions advertised in the basic order are met, this does not apply to additional orders. We cannot offer a gift for additional orders.

How can I cancel my order?

Only our customer service staff can cancel an order. If you wish to cancel your order, please contact our customer service.

What is a redeemable credit and how does it work?

The redeemable credits are the virtual currency of kifli.hu, 1 credit is equivalent to one Hungarian forint. You can get redeemable credits as a gift or in connection with a complaint. You can use your credits to make purchases on the payment options page. The validity period of credits may vary depending on why they were credited. The expiry date of your credits can be checked at any time in the "My account" section of your account. You can check the quantity and expiry date of your credits at any time by visiting your account on the website.

The validity period of credits received during marketing campaigns cannot be extended (not received from Kifli.hu in connection with complaint handling) and they cannot be transferred to another account. A coupon received within the framework of a given marketing campaign can be redeemed only once. Credits subject to a minimum value limit are exclusive of the following items:

deposit for a reusable eco-bag,
delivery costs,
tips,
previously uploaded credits,
deposit fees for redeemable wrappers.

The current credits cannot be used to suplement an order, they can only be used for a normal (basic) order, and if the normal (basic) order is made up of credits only, it cannot be completed.

How can I return products with a deposit fee?

We offer the option to return mandatory redemption products (DRS) and other deposit-paying bottles to our courier at the time of your next delivery. Only clean and undamaged bottles can be returned to us. You can return up to 10 DRS bottles per order. Our system automatically credits your account with the credits, if you would like a refund please contact our Customer Service!

Why was a larger amount charged to my card than I saw when I placed my order?

The exact weight of each product sold by weight can only be determined after weighing, therefore the exact amount to be paid cannot be determined at the time of placing the order. When you place your order, we will block an additional 30% of the price of the so-called "weighted" products mentioned above within the framework of the card payment, and then debit the exact total amount of your order from the previously blocked amount at the moment of delivery. If the total amount of your order is less than the amount previously blocked, i.e. we debit your current account with less than the amount previously blocked, the difference will be returned to the available balance on your bank account. Please check your account history and report any discrepancies to our Customer Service.

Will the courier only deliver to street level or to the door of my apartment?

Our couriers always deliver orders to your door, regardless of the value, size or weight of the order. If you experience any problems with our couriers, please contact our Customer Service team so that we can rectify the problem.

How long will the courier wait at my address?

The courier will send you an SMS a few minutes before arrival, and if we're within the time window, he/she'll also call you. Then (if the call was unsuccessful) you will be contacted by our Customer Service. Our Customer Service staff will try to reach you by phone, email and SMS. The courier will be able to wait for you for 10 minutes after the SMS is sent, after which he/she will have to move on to the next address.

Won't products that require refrigeration spoil during delivery?

Of course, all our delivery vehicles are equipped with refrigerated or freezer storage, so we can deliver products that require refrigeration in complete safety. If you have any concerns about the freshness of the food you are delivering, please contact our Customer Service.

Will the products in my basket be reserved for me?

The products in the basket are always reserved for 15 minutes. If a new product is added, the 15-minute period starts again.

How long can fresh food bought on kifli.hu be consumed?

For our chilled foods, such as fresh meat and fish, we usually guarantee a best-before date of 2-6 days from delivery, but some of our products for immediate consumption have a shelf life of 1 day. We always try to source products with the longest possible shelf life. Please refer to the product descriptions for shelf life/expiry dates. The shelf life of products is of course significantly affected by the storage conditions (temperature) at home.

The above deadlines do not apply to products in the "Save" category or to products that do not have a legal shelf life (e.g. unprocessed fruit and vegetables).

Can I buy the measured products (vegetables/fruit/meat/fish/cuts) by piece or by weight?

In any case, weight, as the size of these products can vary and the exact weight cannot be determined in advance before the measurement. For these products, the average weight of the current stock is shown on the website. When ordering, you can specify X times the expected weight, not the number of units, e.g. if the approximate weight is 200 grams, by ordering 5 units you are ordering 1000 grams (the number of units may vary accordingly compared to the quantity ordered).

For selected products, what is the maximum difference in weight compared to the weight on kifli.hu?

The maximum deviation for measured products is +/- 30% of the indicative weight given on kifli.hu. In case of a larger deviation, please contact our Customer Service!

The product I wanted to order is out of stock, how do I know when it will be available again?

Our out of stock products will be displayed in grey on our website, and the expected time of arrival of the next shipment will be indicated in the product details. You can click on the small icon to request an email notification that the product is available again, which will be sent to you when the product is received. The product will be in stock 2-3 hours after the notification, so you can add the product to your cart 2-3 hours after the notification.

Details of how to bill for the Xtra service and how to use the discounts:

Monthly fee billing:

The Xtra service can be ordered any day of the month.
The billing unit will be validated by Kifli.hu on the turn date, 30 days after the order is placed, i.e. the following month after the 30 days have expired.
/Example: the customer orders the service on 15 May, which will be automatically extended on 14 June. Billing unit: 15.05.-14.06./

How to use discounts:

The discounts are valid from the first day of the month until the last day of the month /i.e. from the 1st to the 28th, 30th, 31st/ regardless of the day of the month on which the service is due for payment.
Example: an Xtra service is ordered on 15 May:
Validity of Xtra service discounts:
05.15.-.05.31.
06.01.-06.30.
07.01.-07.31.
etc.

Example:

15.05.2022 - Order and payment of Xtra service
15.05.2022 - Available Xtra discounts: 4 pcs. 4 orders under the value limit and 4pcs. Express order / 4x free express delivery per month. Express delivery availability not guaranteed, subject to capacity!
15.05.2022 - 31.05.2022. Unused discounts cannot be carried over to the following month.
01.06.2022 - the monthly Xtra discounts will be reallocated, i.e. the 4 pcs. Orders below the value limit and 4 pcs. Express order. The discounts can be used until the end of the month. In this case until June 30th / 4 times a month free express delivery. Express delivery availability not guaranteed, subject to capacity/
15.06.2022 - billing date of the Xtra service, deduction of the monthly fee. Discounts that came into effect on 01.06.06 are still valid until 30.06.06, they will be renewed only on the 1st of the following month.
01.07.2022 - Xtra service discounts will be reallocated: 4. 4 orders under the value limit and 4 pcs. Express order which can be used until 31.07.07.

Reusable bag:

How can I pay for the service?

In the "Checkout" section, under "Packaging", simply select the reusable bag option.

The system will charge you a deposit fee of HUF 3 500, which will appear in your purchase account. After that, all your orders will arrive in a reusable bag.

Of course, you can still request your order in a paper bag, simply select the Paper Bag option under "Checkout".

When you place your next order, return the bags to our courier, who will immediately record this in their app.

Do I have to return the bags every time?

You don't have to, but please note that you can carry a maximum of 20 bags at a time.

What happens if I have 20 or more bags at the same time?

Your order will be delivered in a paper bag until the number of bags you have is 19 or less.

What should I do if I have received a damaged bag or if something has spilled inside it during transport?

Immediately report it to our Customer Support team, who will find a solution. :)

In what cases will I lose the deposit?

If you have 20 or more bags for more than 30 days, you will lose your deposit. If you have one or more bags and have not ordered from us for 12 months, you will lose your deposit.

How can I cancel the service?

You can cancel the service at any time via our Customer Service. However, you can only claim your deposit back once you have returned all your reusable bags, i.e. 0 bags.

Of course, if you want to keep a certain number of bags, you can do this in exchange for a deposit.

How the self-service interface works and how to access online delivery information

How and where can I report my complaint/warranty claim using the self-service interface?

In your Kifli.hu account "Previous orders" tab, click on the "Order details" menu, where you will find the "Product complaint" button.

You can make a warranty claim on your last order in one of two ways:

1. Webshop: you can send it from the header of the Kifli.hu website.

2. Email: you can register in response to the email we sent you about your last order for a customer satisfaction survey.

What should I do if I can't find the "Product Complaint" button?

There may be several reasons for this (e.g. the self-service "Product Complaint" function is not available for the product in question), but you can of course still report your claim via our Customer Service at any time.

How long can I complain via the "Product Complaint" self-service interface?

Within 72 hours of receipt of the goods ordered. If you use the "Product Complaint" option, you will receive a refund in credits. If you would like a refund or re-delivery in connection with a VAT invoice, please call our Customer Service!

What should I do if I want a refund or a new delivery?

To request a refund or a new delivery, you must submit your request via our Customer Service.

Is it possible to amend or cancel a complaint/claim that I have already made?

- If you want to make a complaint about another product, you can also make a new claim within 72 hours of receipt of the same order.

- Important: You can only make one claim for the same product.

Can I register my complaint even if I don't want a refund?

- All our customers are automatically offered the option of a refund in credits. However, when you report a complaint, you have the option to select "I don't want a credit, I just want to report a complaint." In this case, no credits will be credited in relation to your complaint.

What happens to the photos sent in with a complaint?

- If you attach a photo to your complaint (e.g. in case of damaged or defective goods), the attached photo will be forwarded by our Customer Service to the relevant department (e.g. packing area or quality control team).

- The photos you submit will help us improve our internal operations, so that we can provide better service next time.

- Please do not send us photos that include personal information (e.g. your name, address). Thank you.

What should I do if I receive a product that I did not order?

If we accidentally deliver a product to you that you did not order, we apologise for any inconvenience caused and you can keep the goods if they are perishable, such as cakes, fruit or vegetables.
If the item is not one of the above products, please contact our Customer Service to arrange for a courier to collect it from you.

Online Delivery Information

Where can I check when the courier will arrive?

- You will find this information in the header of our website and mobile app.

- The header shows the estimated time of arrival and the time remaining until then.

- If you have downloaded the Kifli.hu mobile application, we will send you an informative push message about the expected arrival of the courier (predicted by GPS).

KIFLICSKE CLUB:

What are the benefits of the Kiflicske Club service?

Free delivery:

Every day between 10:00-16:00 (minimum order HUF 12 000)

Product discounts:

We offer discounted prices on over 65 products in the baby and kids categories.

Credit refund:

Each month, for your first two orders over HUF 25 000, two weeks of Xtra Membership will be activated in your account. After that, for each additional order over HUF 25.000, we will add HUF 1 250 of credits to your Kifli account. The credits can be used for 14 days on products in the 'Baby & Kids' category.
IMPORTANT: The basket value of HUF 25 000 excludes the following items: reusable eco-bag deposit, delivery charges, tips, previously recharged credits, redeemable bottle deposits and products containing alcohol.

Where can I sign up? How can I use the Kiflicske Club service?

On the Kiflicske club website: https://www.kifli.hu/kiflicske

Is there a fee for the Kiflicske Club service?

No. Free of charge.

What information do I need to provide when I sign up?

Sex, first name and date of birth of child/children

How old can I register for the Kiflicske club with my child/children?

Children aged 0-12

Will the data I have uploaded be verified?