Frequently Asked Questions

Quick answers to common questions about ordering, payment, shipping, customs and our products. For detailed information, see our EU Customers and Worldwide Shipping pages.

Payment & Pricing

Which payment methods do you accept?

VISA, MasterCard and American Express credit cards, plus PayPal and bank wire transfer. All methods are processed through secure, encrypted gateways.

In which currency are prices charged?

All charges are in euros (EUR). If your card account is in another currency, your bank determines the exchange rate on the day the order is placed. The amount on your statement may differ slightly from the website total due to daily exchange rate fluctuations and bank processing fees — this is outside our control.

Do you offer discount codes?

Discounts shown directly on product pages are already applied at checkout. We do not offer additional discount codes for cross-border EU orders — under the EU One Stop Shop (OSS) system, part of every order is forwarded directly to the destination country's tax authority, which leaves no further room for promotional reductions. See our EU Customers page for details.

Are prices inclusive of VAT?

Yes. All prices already include Polish VAT (5% on extra virgin olive oil, 8% or 23% on other categories depending on the product). For non-EU customers, customs duties and import VAT in the destination country are paid separately on delivery.

Shipping & Delivery

Which countries do you deliver to?

We ship worldwide by FedEx (and DHL on request for selected destinations), with the exception of Russia and Belarus. For Ukraine we ship via Nova Post. Alcoholic products (wines, raki, tsipouro) can only be sold and shipped within Poland.

What is the shipping cost?

Shipping cost is calculated automatically based on the gross weight of your order and the destination. You will see the exact amount at checkout before payment — with the option to abandon the order if it does not suit you.

When is my order dispatched?

Most orders leave our warehouse within 48 hours, Monday to Friday. You will receive a confirmation email with a FedEx tracking number the moment your package is shipped.

Can you guarantee a delivery date?

We cannot guarantee a specific delivery date — transit times depend on the courier, the destination country and local customs clearance. Typical EU delivery is 2–4 business days; international delivery 3–7 business days outside customs processing.

How do I track my order?

Use the FedEx tracking number sent by email at dispatch — it works on the FedEx tracking page. A delivery confirmation, with the name of the consignee and local delivery time, is emailed within approximately 3 hours of successful delivery.

Do you deliver to hotels or companies?

Yes. The reception desk will sign for the package and notify the recipient. For company addresses, please include the company name and the recipient's name in the shipping details.

What if the recipient is not available at delivery?

FedEx will automatically attempt redelivery on the next business day. After two unsuccessful attempts, FedEx leaves a note with the tracking number and contact details of the nearest local FedEx office, where the recipient can schedule a pickup or new delivery appointment.

Do you deliver on weekends?

No — FedEx delivers on business days only. Saturdays, Sundays and public holidays are excluded.

Customs, VAT and Import Charges

Will I pay extra charges on delivery (outside the EU)?

Yes — orders shipped outside the European Union are subject to customs duties, import VAT and courier clearance fees in the destination country. These are determined and collected by the destination country's customs authority and the courier — we have no control over them and they are paid by the recipient on delivery. Our prices do not include these charges. See our Worldwide Shipping page for country-specific details (USA, UK, India and more).

I'm in the UK — how does that work after Brexit?

UK customs apply 20% Import VAT on most goods, regardless of order value. Customs duty on EU-origin olive oil is 0% under the UK–EU Trade and Cooperation Agreement (we provide the required statement of origin). FedEx adds a clearance fee on top. Full details and worked examples on our Worldwide Shipping page (UK section).

I'm in the USA — what do I need to know?

USA shipments require an FDA-registered product in the order (eligible brands: Terra Creta, Eliama, Pamako, Holiston, Meligyris, Atsas), plus an FDA Prior Notice filing that we prepare for you. Since 29 August 2025, all USA shipments are subject to duties and clearance fees regardless of value (Executive Order). Please read the USA section of our Worldwide Shipping page before ordering.

Will you label my shipment as a "gift" to reduce customs charges?

No. Declaring a commercial shipment as a gift or sample is a customs violation. We send full, accurate customs documentation with every order.

About Our Products

Are your olive oils really direct from the producer?

Yes. Every olive oil in our catalogue comes directly from the producer, bottled from a single, recent harvest. Each product page lists the harvest season, often the exact harvest month, and laboratory results (polyphenol content, NMR/HPLC analysis where applicable). Our selection is curated by a certified olive oil sommelier (Greek Olive Oil Academy, Berlin) — see our blog for original articles on tasting, polyphenols and harvest decisions.

What about best before dates? My order arrived with a date close to expiry.

Olive oil carries a best before date (not a use-by date) — after this date the oil is still safe to consume; it simply, gradually, loses some fresh aroma and antioxidants. A significant part of our catalogue is packaged with nitrogen or argon flushing, which means the actual quality plateau extends well beyond the printed date. Products approaching their best before date are clearly marked "Short Date" in the product name and offered at a reduced price. Full details on our Shelf Life page.

Why do some products say "Short Date"?

"Short Date" means the product is approaching its best before date and is offered at a significantly reduced price. The product is fully safe and — for olive oil with proper storage and nitrogen/argon protection — still in excellent condition. The current best before date is shown in the "Additional Info" tab on each product page.

Do you sell wines or other alcoholic beverages internationally?

No. Due to Polish excise duty regulations and licensing restrictions, alcoholic products (wines, raki, tsipouro) can only be shipped within Poland. All other products — olive oil, honey, herbs, mastiha, cosmetics, halva, tahini etc. — ship worldwide.

About Kreta24

Do you have a physical shop?

No — Kreta24 is an online-only specialty store. We do not operate a retail showroom, which means lower overhead and the ability to offer premium, lab-tested olive oils at prices comparable to ordinary supermarket oils. Every euro we save on rent, we invest into product quality.

Can I visit your warehouse?

Our warehouse and office are at ul. Dworcowa 60, 44-100 Gliwice, Poland. We are open Monday to Friday, 8:30–16:00, primarily for order fulfilment. If you would like to visit, please contact us in advance to arrange a time.

How is my personal data handled?

We handle personal data in accordance with the EU General Data Protection Regulation (GDPR). See our Privacy Policy for full details.

How can I contact you?

Email: info@kreta24.pl
Phone: +48 577 799 733 (Monday–Friday, 8:30–16:00 CET)
Address: Kreta24 Sp. z o.o., ul. Dworcowa 60, 44-100 Gliwice, Poland

Question not answered here? Drop us a line at info@kreta24.pl — we usually reply within one business day.