FAQs

Online Claims

How and where can I enter self-care claims?

In your customer account in the section “Previous orders”, you can click on “Order Detail”, where you can see the button “Claim goods”. The last order can be claimed also from the heading on the website or from the email you can with order delivery asking for customer satisfaction assessment.

What can I do if I cannot see the button “Claim goods”?

There can be more reasons. In any case, you can claim your goods via our Customer support.

Until when can I enter a self-care claim?

Self-care claims can be entered up to 72hours after order delivery.

What should I do if I am asking for reimbursement or a new delivery?

If you are interested in reimbursement or a new delivery, it is necessary to enter the claim via our Customer support.

I am not able to claim good from BENU pharmacy.

We are sorry, but BENU pharmacy products can be claimed only via our Customer support.

Is it possible to change or cancel an already-submitted claim?

If you would like to claim another item, it is possible to enter a claim for the same order. However, you are not allowed to claim one item more times. If you would like to change or cancel an already submitted claim, please contact our Customer support.

Can I only report a problem although I do not want to claim goods?

All customers are offered credit compensation via self-care claims. When entering the claim, you can tick the button “Don't send me credits, I just want to report a problem”. We also cooperate with many charities, so it is possible that you will see “I want to donate credits to the charity.”

We are a company and pay by invoice. Is it possible to enter a self-care claim?

We are sorry but this is not possible. Please contact Customer support who will help you with your claim.

What is happening with attached photos after submitting?

If you attach a photo of e.g. damaged or defective goods we will send the photo to the right hands at our company (e.g. bag completion or goods quality check). Thanks to your photo we can improve our services and do better next time. P.S.: We do not share these photos with a third party, but just in case do not send photos of something that can be regarded as personal data according to GDPR. Thank you!

What should I do, if I get an item which was not ordered?

If you happen to receive something that you did not order, we are very sorry for the error and you can keep the goods - especially when it comes to perishable items such as pastries, fruits or vegetables. If the goods are of a more durable nature, you can make some arrangement with our customer support and one of our couriers will pick them up on another occasion.

Complaint and feedback

May I complain late delivery of order?

If it happens that we are unable to deliver the order to you on time, you will receive an email after the order has been delivered with information about the real delay and the amount of any compensation, as the case may be.

Where can I settle my complaint or where can I submit a suggestion for service improvement?

Please, contact us by means of one of our communication channels. We have got phone line, email, chat on the website and of course, we also respond on social networks.

For more information regarding communication channels and complaint details see also this article.

What shall I do in case I obtain faulty products or the ordered products are not delivered?

Please, contact our customer support, who will promptly credit credits to you. You can also use the assessment form you obtain via email after the order delivery.

For more information regarding communication channels and complaint details see also this article.

Where and how can I cancel an order?

An order cancellation can only be made by the customer service. If you want to cancel an order we recommend calling the customer support or writing chat. Note that the order cannot be cancelled without indicating a reason of the cancellation.

How does the credit use system work?

Credits are the virtual currency of Rohlík, thanks to which you can reduce the order price. 1 credit = CZK 1. You can find the number of credits on your customer account.

If you want to use credits, just check the “Use the discount of XX credits” field, you find under the payment method upon the order completion. The price will be reduced automatically with available credits.

Credits have a certain expiry period, usually 1 month, whereas you can check their validity in your customer account - in the left column. Credits you get as a gift cannot be extended. Credits you acquire as a compensation for delay or complaint can be extended once using the customer support.

Transport and delivery

Where does Rohlik.cz deliver?

Rohlik.cz delivers in most big cities and in their immediate vicinity. Find our delivery map here. Just enter your address and you will immediately see in the display, whether we deliver to this address and what the delivery prices are. If you are unable to enter an address in the system, which is indicated as a delivery address, please contact our customer support.

Which towns and cities do you plan to deliver to in the future?

Rohlik.cz is going to deliver to all cities and towns above 30,000 inhabitants in the future.

We will be happy to contact you after we include your city/town in our delivery plan! Just enter your address in the address field in the delivery site - in case it has not been included in our delivery plan yet, please enter your email and we will let you know, as soon as the your location is included in our delivery plan.

We will inform you on the delivery expansion both on Rohlik.cz website and Rohlik.cz Facebook account.

What is the minimal order value? 

We provide home delivery for orders above 749 CZK. In case you would like to do a smaller order, you can use delivery to self-pickup boxes - Rohlik Point. The order can not be lower than 100 CZK.

What is the delivery price?

The delivery price depends on the size of your order, delivery location and time of delivery. You can choose just before your order submission. Here you can, after entering your precise home address, display current delivery prices for various order sizes.

Do you really deliver orders within 120 minutes?

Yes, Rohlik.cz is able to deliver your order to you within 120 minutes. The only exception is when our capacity of couriers and warehouses has run out. Unfortunately, in such cases we are unable to complete and deliver the order to a customer as an express order. If this problem occurs, the system shows you the nearest possible delivery time. With Premium you can enjoy the preferential delivery even in rush hours!

Payment

Can I pay with meal vouchers?

Yes, you can use meal vouchers for payments at Rohlik.cz. Just choose cash payment upon the order completion and then pay with meal vouchers to the courier. We only accept meal vouchers (Ticket Restaurant, Sodexo Gastro Pass, Sodexo gift voucher, Cheque Dejeuner, Edenred) in the maximum amount of 5 pieces and up to CZK 500 per order as a maximum. Meal vouchers cannot be used for alcohol or cigarettes payments. If you have an item from this assortment in your order, please prepare cash in addition to your meal vouchers in the amount of the price of alcohol and tobacco goods. The Edenred electronic meal voucher card can be credited here and consequently these credits can be used for payments.  The meal voucher card cannot be used for payments with a courier. At the moment we do not accept any other meal voucher cards.

How does the payment within 60 days (Twisto) work?

You can use the payment via Twisto or a postponed payment at Rohlik.cz from your second order on. If you choose a payment within 60 days from the order delivery you will obtain an email from Twisto containing payment details.

It may happen that you have already created the first order with us, and yet the system does not let you pay. In these cases please contact the Twisto support – www.twisto.cz - or choose another payment method.

Why am I being charged a higher amount than my actual purchase amount when paying by card online?

When paying by card online, a slightly higher amount is deducted from the card than you will see when completing the order. The reason is that your order contains items that are charged by weight, and the goods you put into your shopping cart only have an approximate weight indicated. That is why we, as a rule, deduct an amount several tens of crowns higher, in case your purchase would contain more expensive items due to the weight. Of course, within a few hours of receiving the order, we will return the money deducted from the real purchase price to your account. You can check its precise price on the receipt in your customer profile. In case your money have not got back to your account, contact our customer support, who will check the payment.

Where can I apply a discount coupon/voucher?

You can apply the valid voucher at here. Just enter the voucher number in the respective field and the credits will be automatically credited to your customer account. In the event are not logged in, the system will prompt you to log in to your account, or to create one so that credits can be credited.

Is it possible to make a purchase using invoice at Rohlik.cz?

Yes, there are even two options you can do a business purchase:

1. I want to get issued a delivery note for the purchase with the company's billing data, but I will pay directly upon receipt of the order or online by card – in this situation, you only need to set the billing data for the company at the customer's account. These are automatically copied to the purchase invoice, which is available for download in the order history on the customer's account in the pdf format.
2. I want to make a business order and pay for purchases by return on the invoice – if you are interested in payment on the invoice by return, you must register at Rohlik.cz at the website for order to office and wait for the account approval. After approval you can make orders on invoice on and on.

Purchase order at Rohlik.cz

Is it true that couriers deliver orders to the apartment?

Yes, the job description tells our couriers to deliver the order all the way to the customer’s apartment. Our colleagues are supposed to offer you this service automatically. Nevertheless, go and remind this if the courier does not offer this service on his own!

Is there a risk of spoiling the chilled and frozen goods upon their transportation by car?

There is no such risk! We have all cars equipped with cooling boxes and fridges. So, if you order chilled or frozen products you do not have to worry about their spoiling. In case you are not happy with the quality of the delivered products, you can of course contact the customer support and claim the items.

Can I book items in the cart?

Items you put into your cart during shopping are not booked. The goods are booked in the system only after the completion of order. Unfortunately, it can still happen that some goods are damaged or the delivery from the supplier has not arrived, and we cannot add it to the order, even though it has been ordered. In such situations, the customer is contacted by our warehouse by phone and the warehouse arranges a replacement for the sold-out product or reduces the purchase price by the relevant items.

Is it possible to add new items to a already completed order?

Yes, you can add more products to the already completed order. With an additional order you may be logged in your customer account. Then, just click on items (as with a standard order) you want to add to the cart. In the order summary just click on the “add to the previous order” field and complete. The additional order can be created in Praha and Brno 5 hours before delivery at latest; in regional cities it can be created 8 hours before delivery at latest. For more info see our blog: https://blog.rohlik.cz/2016/07/14/zapomneli-jste-neco-objednat-vyuzijte-doobjednavky/.

Expiration a availability goods

How shall I realize the expiry of ordered goods?

It depends on the type of goods you order. Generally, it applies that the cooled products such as meat, fresh milk, eggs and other fresh products are sent with the 2 to 6 day expiry period. Every time but it depends on the nature of the ordered product, whether it originates from a farm or not etc. We always try to supply products with as longest expiry period as possible.

What is the expiration with fresh fish? How is the fresh fish packed?

Thanks to the new vacuum packaging you can forget about the current “you order to day and have to eat tomorrow”. Most fish is packed so that it continues to be fresh for several days. For more info on this new great packaging see our article in the blog.

What can be the maximum weight deviation with goods sold by weight?

The maximum deviation of the goods by weight should be 30% from the weight that we list on our website as a maximum. If you obtain a product with bigger deviation you are entitled to a complaint.

Where can I find out when you get my favourite, currently sold out product to the warehouse?

Currently sold out products are highlighted grey at our website. Mostly we indicate the date of a new delivery, which may change however according to the supplier´s delivery. For, if you need a precise information on when the product will be available, just contact our customer support, who will verify the information and realize the precise date from their colleagues.

Are the goods from the “Save food” section O.K. for health?

The goods from the “Save food” section are absolutely O.K. for health. These products are near the expiration and thus are sold at reduced prices. The expiration is indicated with each item and so you do not have to worry about its quality. We guarantee its quality.

Returnable bottles and packages

How does returning returnable bottles and paper bags work?

You can return unused Rohlik.cz bags to the courier. We submit bags for recycling or send them to the Omniveda organization, which organizes various events for children. Thanks to return bags you provide children with an excellent working material for their works.

Also give return bottles to the courier. You do not have to report returning in advance. Nevertheless, if you mention the information in the order comment, we will be very happy. The courier will take bottles over from you and enter the number in the system. The system will automatically calculate the price and add the amount in credits to your customer account. You can apply credits as a discount for a next order. Returned bottles do not necessarily have to be purchased at Rohlik.cz.

Apart from single bottles you can also return whole beer crates. We accept standard plastic beer crates; unfortunately, collection of non-standard crates is not possible with us. A deposit for returnable crate will be added to your customer account in credits - same as with returnable bottles.

Special services - Premium, Rohlíček club

What are the rules for joining the Rohlíček club?

The Rohlíček club is intended for all expectant mums and existing parents with children aged up to 12. Joining the Rohlíček club brings you several benefits. Free delivery is valid from Sunday to Thursday with delivery between 10:00 - 16:00 (does not apply to express delivery and delivery within a 15-minute window). For purchases over CZK 2,000 (alcohol and tobacco products excluded), you will get 100 credits applicable to Rohlik.cz. Credits to be delivered in a form of a code via email immediately after purchase. The code shall be applied at the websitehttps://www.rohlik.cz/poukaz/ within 14 days. The validity of credits always is 14 days from the application. The credits can be applied to the whole assortment at Rohlik.cz.

What are the benefits of the Premium account and how can I subscribe to it?

With the Premium membership you have got the free transport for an unlimited number of orders throughout the year, in all hourly and 15-minute delivery windows. For more info and ordering