FAQ

Collection of Guaranteed Packaging (SGR)

What is the SGR guarantee - return guarantee fee?

As of November 30, 2023, Romania has adopted the Guarantee-Return System for efficient recycling. For each beverage with glass, plastic or metal packaging, with volumes between 0.1 L and 3 L, with the symbol "Packaging with warranty", the customer will pay a deposit of 50 bani.

Guaranteed Packaging Collection Service (SGR)

1. How does the SGR packaging collection service work? Sezamo offers a service where you can return eligible packaging directly to the courier on your next delivery. For each package returned correctly, you will receive credits to your account. Sesame.

2. How do I receive the special packaging bags? When placing an order, you receive a free roll of 10 special bags for SGR packaging. After consuming the free bags, you can purchase additional rolls from the Sezamo website or from the app.

3. How do I prepare the packaging for return? To obtain credits, the packaging must be:

Completely emptied
Clean
Undeformed
With the label intact

4. How do I return the bags with packaging? On your next Sezamo delivery, hand over a sealed bag with SGR packaging to the courier. Important: The courier accepts only one bag per delivery.

5. How do I receive the warranty for returned packaging? The deposit for returned packaging is refunded in the form of credits to the Sezamo customer account. Credits are added to your Sezamo account immediately after handing over the packaging to the Sezamo courier. Validity of credits: Credits are valid for one year from the date of receipt.

6. What happens to the packaging after the return? The collected packaging is sent to the Sezamo warehouse, where there are:

Counted
Sorted
Ready for recycling

7. Are there any rules or limitations for returns? Only one bag is accepted per delivery. Only packaging that meets the cleanliness, shape, and labeling requirements is eligible for credits.

Online Returns and Complaints

How can I register my complaint about an order or product?

You can access the "My orders" section of your customer account, click on "Order details" where you can find the "product complaints" button. Also, the request can be made from the dedicated section on the website or following the email received with the delivery satisfaction form.

What can I do if I can't find the complaints button?

There can be several causes, but you can register your request to the Customer Service department

How much time do I have to register the complaint?

You have 72 hours to register your request online.

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

In both situations, it is necessary to register your request to the Customer Service department.

Can I change or cancel a claim that has already been filed?

If you want to change the request, this can only be done on another product in the same order and only once. For any change or cancellation request already submitted, please contact the Customer Service department.

Can I report an error if I don't want to file a complaint about a product?

All customers are offered compensation vouchers through complaint requests. When entering the claim you can check the button "Do not send me vouchers, I just want to report an error." We also collaborate with different charities and you can have the option of the button: "I want to donate the voucher to the charity."

I am a legal entity and I need the invoice to make the payment. Can I register return requests?

Sorry, but in this case the only way to register a complaint is through the Customer Service department.

Customers have the obligation to provide all the information necessary for the issuance of the invoice in accordance with the legislation in force. After delivery of the Order, it is no longer possible to change the billing data.

What happens to the attached photos after they are sent?

If you attach an image, for example, of a damaged or non-compliant product, we will send it to the appropriate department (e.g. logistics or product quality department). Thanks to the images sent by you, we can improve our services in the future. P.S. We do not share the images with third parties, but we recommend that you do not attach photos that have personal content, according to the GDPR.

I received a product that I did not order. What can I do?

We are sorry for the situation encountered. In this case, you can keep the extra products you received - especially when they are perishable, such as: meat, bakery, fruits or vegetables. However, if they are not part of this category, there is the possibility of contacting us at Customer Service to return the products through our couriers.

Complaints and Feedback

Can I report the delay in the delivery of an order?

If we are unable to deliver your order on time, you will receive an email with the minutes of delay and the amount of compensation, as applicable.

Where can I resolve my complaint or send a suggestion for improving the services?

You can contact us through one of our communication channels: phone number, email, chat on the website and of course, on our social media accounts. For more information about our communication channels and complaints you can see in this article.

What should I do if I receive damaged products or the ordered products are not delivered?

We know that it is important for each of us to have the desired solution immediately, so if a product does not meet your expectations, report the situation by going to https://www.sezamo.ro/profil/utilizator, select 'Product complaint', indicate the reason for the dissatisfaction and, if possible, add a photo to help us better understand the situation. Your feedback is essential to improving our services and ensuring that we are always moving towards your satisfaction.

How and where can I cancel an order?

Canceling an order can only be done by our colleagues in the Customer Service department and you can contact them by chat or phone. It is good to know that the cancellation of the order can be done by indicating the reason for the cancellation request.

How can I use my Sezamo credits?

How can I use my Sezamo credits? Credits are the official Sezamo currency with which you can get discounts on the order value. 1 credit = 1 RON and you can see the amount of your credits in your account. To use the credits, simply check the "Apply credits" field under the payment method field, at checkout. The discount will be applied automatically with the available credits. They have a specific expiration date, usually one month, and you can check their validity in your customer account in the left-hand column. The validity period of the credits you receive as a gift cannot be extended. The credits you receive as compensation for late delivery or complaints can be extended only once by calling the Customer Service department.

Please note that if the applicability of the credits is conditioned by the value of the order, delivery fees, tips or SGR tax are not taken into account; Conditioning strictly refers to the value of the products in your cart.

Shipping & Delivery

Where do we deliver?

In all six sectors of Bucharest and Ilfov County. Check your address on the map and you will also be shown the delivery costs. If you can't enter your address for various reasons, you can contact us at Customer Service.

How much does delivery cost?

- 12.90 lei for orders between 150 - 200 lei for standard delivery with a 1-hour delivery window;

- free of charge, for orders over 200 lei with standard delivery;

- 19.90 lei for orders under 200 lei for delivery with a delivery interval of 15 minutes;

- 14.90 lei for orders over 200 lei for delivery with a delivery interval of 15 minutes;

- 29.90 lei for Express delivery within 120 minutes of placing the order.

Delivery is made in 3 hours?

Yes, at sezamo.ro we deliver your order within 3 hours of placing it. The only exception is when the maximum capacity of our couriers and warehouse has been reached. Unfortunately, in such situations we cannot complete and deliver an express order. If this situation persists, the computer system shows you the nearest delivery time.

Payment methods

How can I pay for an Order?

According to the Terms and Conditions, the Price of the Products, as well as other costs in accordance with the Contract, are paid by the Client by one of the following methods:

1. online payment by bank card when placing the Order;
2. Online payment with meal voucher card / gift voucher card. Meal voucher cards can be used exclusively for the purchase of food products (products such as tobacco products, alcoholic beverages, cleaning products, transport fee, courier tip, etc. cannot be paid with the meal voucher card);
3. payment by bank card through the courier's payment terminal (POS) upon delivery of the Order;
4. cash payment upon delivery of the Order. Payment is made in lei, in full, upon delivery.

For more security, we recommend the online payment method.

Why am I charged a higher amount than the purchase amount when I pay online by card?

The exact weight of each of our products sold can only be determined after weighing, so the exact amount to be paid cannot be determined at the time of placing the order. When placing your order, an additional cost of 30% of the price of the so-called "sold by weight" products mentioned above will be blocked within the card payment and the exact final amount of your order will be debited from the previously blocked amount, the amount will be debited after delivery. If the final amount of the order is less than the one initially blocked, you will only be debited with the final amount, and the difference will be unblocked and returned to your bank account after the transaction is processed by the issuing bank. If you notice any inconsistencies, check your transaction history and contact customer service.

Where can I apply the discount voucher?

You can apply a promotional voucher in the penultimate step of placing an order. You just have to enter its number in the dedicated field, and the amount will be automatically deducted from the order value. In the event that you are not logged in, the system will ask you to log in to your account or register. Vouchers cannot be cumulated.

Is it possible to make a purchase based on the invoice?

Yes. To add billing information for a business to an order, follow these steps:

Go to "My Account," then go to "Edit Profile."
Enter your company's billing information and make sure to save it.
Add the products you want to your shopping cart.
At checkout, in the "Contact" section, select the "Purchase on behalf of the company" option.
The billing data will be taken over automatically.
If you need assistance, our support team is at your disposal!

Order & Delivery

Is the delivery made to the front door?

Yes, according to the Terms and Conditions our couriers deliver to the front door of the customer's home. However, if this does not happen, you can remind the courier of this service.

How long will the courier wait at my address?

The courier will send an SMS to the customer 5 minutes before arrival, and then will be able to wait on the spot for 10 minutes from the moment the SMS is sent before going on to the next address. If the customer does not respond and is not available to pick up the order, Sezamo customer service will try to contact them by phone call, text message or email. If Sezamo customer service is unable to get in touch with the customer either, the order will be canceled and the courier will leave the location.

Is there a risk of damage to chilled and frozen products during delivery?

At Sezamo there is no such risk. All cars are equipped with cooling and refrigeration systems to keep them in the condition you want. If you are dissatisfied with the quality of the delivered products, you can contact us in the Customer Service department to find a favorable solution.

Can I reserve items in my shopping cart?

Products that you add to your cart can't be reserved. Items are reserved in the system only after the order has been completed. There may also be situations in which the ordered products are not received in our warehouse or arrive damaged. In such situations, the customer is contacted by us to offer alternative solutions such as: replacement of the product or discount for a damaged item in the order.

Can I add products to an order already placed?

Yes, you can complete your order, but depending on the delivery area, up to a maximum of 5-6 hours before delivery you can add it to your basic order (unfortunately you cannot remove products). Simply add all the products you want to buy to the cart (here you don't have to reach the minimum order limit), then check the checkout box to add these products to your basic order.

Shelf life of products

What is the shelf life of your products?

The term varies depending on the type of products ordered. A period of between 2 and 6 days usually applies to products in the category: dairy, eggs, meat and fried and which come mainly from local sources. We are constantly striving to provide products with the longest possible shelf life.

What is the shelf life for fish? And how is it packaged?

Thanks to new vacuuming techniques, the fish is packaged in such a way that it retains its freshness for several days.

What is the maximum weight limit allowed for products sold in bulk?

The weight of a weighable product can vary by up to ±30% from the limit displayed on our website. If you receive a product whose weight exceeds this margin, you have the right to notify us of this aspect.

How can I be notified when I receive my favorite product that is currently out of stock?

Products that are currently out of stock are marked in gray on our website. We usually mention the replenishment date, but the term can be influenced by the supplier. If you need precise information on when the desired product will be available again, you can contact us at Customer Service.

Are the products in the "Save food" category compliant for consumption?

The products in this category are perfectly fine and meet food safety standards. They are approaching their expiration date and are therefore sold at reduced prices. The expiration date is mentioned on each product and we guarantee 100% their quality.

Sezamo clubs and subscriptions

What are the conditions for being a member of the Sezamini club for parents and children?

The club is dedicated to expectant mothers and parents with children up to 12 years old. Joining this club brings you many benefits: free delivery from Sunday to Thursday, between 10:00 - 16:00, at the standard one-hour interval. For the first and second orders placed as a Sezamini member within a calendar month, orders exceeding the value of 300 lei, the Sezamini member will receive the Premium subscription free of charge for a period of 14 days. For any other order, placed, after the first and second order, within the same calendar month under the conditions described in the previous paragraph, the Sezamini member will receive 15 credits for each order in a minimum amount of 300 lei. These credits remain valid for 14 days from the delivery of the order and can be used to buy any products from the Mother and Child category offered on the Sezamo.ro Online Store.

Sezamo Premium Membership

Sezamo customers can purchase a monthly (19 lei) or annual (190 lei) Premium Subscription, with the option of automatic renewal. The subscription offers the following benefits:

Permanent free shipping;
Reservation of delivery slot before completing the order;
4 orders/month with no minimum value, with free shipping;
4 orders/month with free Express delivery (within 120 minutes);
Discounts of up to 20% on Premium products.