Question 1

Why was my order cancelled?

Accepted Answer

Businesses sometimes cancel orders when products are unavailable and there are no suitable substitutes, or due to extreme weather. Pyszne.pl reserves the right to cancel an order if we or our couriers cannot contact the recipient.

Question 2

Weighed Items: Frequently Asked Questions

Accepted Answer

Why does my order show an estimated price?

Items sold by weight (like produce, meat, and deli) show an estimated price based on typical weights, as the exact weight (and final price) isn't known until your order is packed. You can also view the unit price (price per unit of weight) to see how the final price will be calculated. To cover potential weight variations, a temporary buffer of each estimated item price applies. You can view the total buffer under your “reserved for order adjustments” line item.

Once your order is packed, your final total is updated to reflect exact weights. Check out "How can I see the final weight and price of my items?" for more info on how to view this.

You only pay for the exact weight of what’s delivered, and never more than your estimated total. For more info on how and when you're charged, take a look at "How and when will I be charged?"

How and when will I be charged?

This depends on your chosen payment method. For more info on accepted payment methods, take a look at “What payment methods can I use?”.

If your payment method supports a temporary hold (e.g. credit or debit card):

When you place your order: We place a temporary hold on your payment method for the estimated total (including the buffer) which is the maximum you will ever be charged. You are not charged yet.

Once your order is picked: The store calculates your final total based on the actual item weights. If this final total is less than your estimated total, you are charged only that lower amount. The temporary hold is then automatically released.

If your payment method does not support a temporary hold and is charged immediately at checkout (e.g. PayU, Cash):

When you place your order: You are charged the estimated total (including the buffer) upfront.

After picking: The store calculates your final total based on the actual item weights. If this final total is less than your estimated total, the difference will be automatically refunded to you within 3–5 working days.

Check out "How can I see the final weight and price of my items?" for more info on how to track the final weight and price adjustments.

Please note: Since weighed items must be delivered, collection is unavailable.

What happens if my order is cancelled?

This depends on how you were charged when you placed your order.

If a temporary hold was placed: It will be released automatically, and you will not be charged.

If you were charged upfront: You will receive a full refund within 3–5 working days.

How can I see the final weight and price of my weighed items?

You can track your weighed items at every stage of your order.

Before picking: You'll see estimated item weights (e.g., "Approx. 400 g") and prices, as well as the unit price, across your order journey, checkout, order details, and your receipt. You’ll also see notes explaining the temporary buffer and potential price variations..

After picking: Once your items are packed, your receipt and order details will update to show the estimated weight alongside the final weight, the adjusted price for each item, and your final Total Paid.

Out-of-stock items: If any items are unavailable, they are listed separately so you can easily distinguish them from the weight adjustments for the items you received.

What if there is a problem with a weighed item?

If you have questions or notice a mistake in an item's price or weight, please contact our Customer Service team via the Help section of the app or website.

Our team can see the full breakdown of your items (including requested and final weights) to get things sorted for you quickly.

Issue with a weighed item?

If the weight of the item you received doesn’t match what you were charged, please let us know. Use the form below to submit a price query so that our team can look into it. Contact us within 24 hours of your delivery. To help us resolve this quickly, please include your order number and the delivery date.

Please note: Small weight variations are normal. We weigh items at the time of picking and adjust prices accordingly.

Was your item missing entirely?

If a weighed item didn’t arrive, go to your order in the app, scroll to the bottom, then Start a chat.

Question 3

What if I don't like my substitute item?

Accepted Answer

Why did I receive a substitute item and what can I do about it?

If an item from your order is unavailable, the store may offer you a substitute item that's similar to the original. This can happen when a restaurant runs out of a particular item or a store is out of stock.

When will I receive a substitute? If you opted in to receive substitute items when placing your order and an item you ordered is unavailable, the store will pick the best alternative for you.

You will not be charged more than the original item price. If the substitute item costs less than the unavailable item, the difference will be refunded to you.

What to do if you're unhappy with a substitute If you're not satisfied with the substituted item you received, select "inappropriate substitute" as your contact reason and tell us which substitute item you were unhappy with. Our advisors will review your request and approve it if it's valid.

Question 4

Can I get an invoice for my order?

Accepted Answer

Yes. Please contact the business you ordered from for an order invoice. Contact our customer support team for details about the service and delivery charges for your order.

Question 5

How do I know if my order went through?

Accepted Answer

In the email confirmation sent to you after you placed your order, select Track your order to confirm your order’s delivery status. You will also receive an SMS confirming your order. If you use the Pyszne.pl app, turn on push notifications to receive updates on your order delivery. If you have a Pyszne.pl account, check the Orders section in the account menu.

If your order was not processed, please contact us. In your message, include the order date, the name of the business you ordered from, the email address on your account, and a screenshot of your order’s transaction details. You can also contact the business you ordered from directly.

Question 6

Can I return Groceries?

Accepted Answer

Yes. You can return or exchange non-perishable items by providing proof of purchase and following the return policy of the business you ordered from. Please contact our customer support team if you ordered from a third-party delivery business through Pyszne.pl and want to return items.

Orders