1. What is Pick-up service/Pick-up point?
ochama currently has pick-up points in the Netherlands, Belgium, certain areas of Germany and some points in France that customers can select when placing an order. Allow the App to access your IP address when placing an order, and it will automatically filter out nearby pick-up points (if any). Customers simply need to add the products, follow the system guidelines to select the confirmed pick-up time slot and the address of the point, and then you can collect your order within the selected time period.
To avoid unnecessary waste, please bring an environmentally friendly shopping bag with you when you pick up your order.
2. Are there any extra costs for pick-up orders?
Orders over 4,99€ are FREE for pickup without any extra charges. If the pickup order does not meet 4,99€ then will be charged an addtional 4€ as item handling fee.
3. Why can I not choose a Pick-up point?
Pick-up points that are not available at the time of ordering may be due to: not opening during the selected time slot or the order reaches the maximum limit for the point.
Customer can choose another time or a nearby pickup address.
4. Can I pick up my order before/after the reservation hour?
Once your order arrives at the selected pick-up point, a QR code will be available both in ochama App and in your email, then you are all set to collect your order. We recommend that customers arrive at the pick-up point within the selected time slot when ordering to avoid waiting in the queue.
Reminder: Please go to pick up your order after confirming receipt of the QR code.
5. What if I don't pick up my order on time?
5.1 For non-fresh/frozen products
We will hold your order for a maximum of 6 days from the date of pick-up.
5.2 For fresh/frozen product
Due to the perishable nature of fresh/frozen products and to ensure food safety, we can only hold fresh/frozen orders until the end of the opening hours of your chosen collection point. If you did not pick-up your order by this time, our pickup point staff will not be available to reschedule your collection.
6. Can I get a refund if I do not pick up my fresh/frozen order on time?
In order to protect the rights of all users, we give each account ONE opportunity to get a full refund. If you have used this opportunity, you will not be eligible for a refund. As we cannot guarantee the condition of fresh/frozen items left at the pickup point if not collected on time, and for food safety reasons, fresh/frozen products cannot be picked up or resold to others the next day. ochama is firmly committed to the principles of sustainability and hopes that customers will pick up their fresh frozen products on time and work together to reduce the waste of food resources, thank you for your understanding and support.
7. Can I return my order at a pick-up point?
There are only a few pick-up points that are currently able to offer the return service. As this service is still being tested, please contact the service team for more information.