FAQ
PLACING AN ORDER
Visitors And Non-Residents Of The Costa Del Sol (Pre-Arrival Services)
Orders must be placed and paid for in full, 3 days before your arrival.
NB.Fresh baked items are currently not available for Delivery or Transfer & Shop on Sundays.
You are at all times bound by the terms and conditions of the Supplier(s) (of the goods or services). If you have any questions regarding any Supplier terms and conditions please email, write or phone them using the contact information provided on your Order confirmation.
Once payment has been accepted your order will be deemed to be a binding contract and the Supplier’s Terms and Conditions in regard to Changes, Cancellations & Returns will need to be adhered to.
A copy of the relevant suppliers terms and conditions can also be requested by email to: hello@hellocosta.com
Residents Of The Costa Del Sol & Repeat Orders
A Free delivery slot will usually be available next day, however this is not guaranteed. Please be advised that due to supply constraints Products (mainly chilled, fresh and butcher) may not be available for next day delivery and require 3 days.
NB.Fresh baked items are currently not available for Delivery or Transfer & Shop on Sundays.
All products, services are subject to availability. All prices are correct at the time of their publication but are subject to immediate change without notice. Product packaging may appear different from advertised.
Once payment has been accepted your order will be deemed to be a binding contract and the Supplier’s Terms and Conditions in regard to Changes, Cancellations & Returns will need to be adhered to. You are at all times bound by the terms and conditions of the Supplier(s)
Large/Group & Event Orders
Additional Services are available for Large/Group & Event orders, including Draft Beer equipment and Kegs, Chillers, Patio Heaters, Furniture and other services.
Services we can arrange include but are not limited to: Private Chef and Catering Services, Vehicle Hire, Yacht charters, Floral Services, Entertainment, Tours and Excursions and Dedicated Concierge Services.
Please contact us directly and our team will be happy to assist you in supplying everything you need for your event or group.
Large/Group & Event Orders and all related services must be placed and paid for in full, a minimum of 30 days before Your Event Date.
Event Order Restock Requests
For Event Orders & Large Orders where a client has over-ordered - Our Suppliers accept Restock Requests for selected products, inc. full cases of alcohol, fine wines and champagne - This is entirely at the discretion of the Supplier and a 30% restocking fee will be applied to the return of these goods (+ £25 collection fee where applicable). Please contact Customer Services to discuss.
PRICE VARIANCES AND PRODUCTS SOLD BY WEIGHT.
If an item is available by weight, You will be charged for the actual weight delivered. Every effort will be made to provide the quantity ordered however variances may occur. If the items have a higher weight, You may be charged more than the guide price online at the time of Your order. If the items have a lower weight, You will be charged less than the guide price at time of order.
In the event the total value of goods delivered is less than the checked-out order amount (for example if an item was unavailable and removed from Your order; or due to price variances in weighed goods), You will be refunded the difference.
In the event the total value of goods delivered is more than the checked-out order amount (for example if the price of weighted items differs from the amount specified in Your order, You will be sent a payment link to pay the balance of the order. Any remaining balance payment will be due immediately or in the case of Pre Arrival orders, no later than 3 days before the date of the service
PAYMENT
Payment is made directly to the Suppliers who accept Visa and Mastercard Payments via the Secure Stripe Payment Gateway.
All shopping items are subject to availability. If an item becomes out of stock, the Supplier will notify you as soon as possible and refund you if payment has been taken.
All Hello Costa Pre-Arrival Orders are subject to a minimum order value of £50 to qualify for Free Delivery (€100 for inland deliveries) Please see our Delivery Areas map in Section 5 for details and contact us if you have any doubts or queries.
Top Up, Repeat and Costa Del Sol Resident/regular orders are subject to a minimum order value of £50 to qualify for Free Delivery
A minimum Delivery charge of £25 will apply to any Order under these values (dependent on delivery location).
You are at all times bound by the terms and conditions of the Supplier(s) (of the goods or services).If you have any questions regarding any Supplier terms and conditions please email, or phone us with a request.
CONTACT
General & Pre-Order Enquiries
For general enquires, pre-order queries or general questions relating to the Hello Costa Service or our Portal please contact enquiries@hellocosta.com and we will be happy assist and to answer any questions - or you can call us on:
From the UK +44 208 0580308
From Spain +34 951 870282
and select Option 1
Calls are charged at National Rates - Mobile rates may vary dependent on your service provider.
Shopping Order Enquiries & Customer Service
For changes or questions regarding Your order or delivery you can contact enquiries@hellocosta.com and we will be happy assist - or you can call the suppliers Customer Service on:
From the UK +44 208 0580308
From Spain +34 951 870282
and select Option 2
Please provide your order number to enable them to assist with your enquiry.
(Calls are charged at National Rates - Mobile rates may vary dependent on your service provider.)
Transfer Enquiries
For changes or questions regarding Your Transfer, you can contact enquiries@hellocosta.com and we will be happy assist - or you can call the suppliers Customer Service on:
From the UK +44 208 0580308
From Spain +34 951 870282
and select Option 3
Please provide your booking number to enable them to assist with your enquiry.
If you are contacting on the day of Transfer or to advise regarding a flight delay, you can contact the Driver directly - their number is provided on your booking confirmation from the supplier.
Calls are charged at National Rates - Mobile rates may vary dependent on your service provider.
Event & Large Order Enquiries
If you would like to order for an event or are catering for a large group, please contact enquiries@hellocosta.com let us know your event date and an outline of your requirements and we will be happy assist.
You can also call to discuss your requirements on:
From the UK +44 208 0580308
From Spain +34 951 870282
and select Option 1
Additional Services are available for Large/Group & Event orders, including Draft Beer equipment and Kegs, Chillers, Patio Heaters, Furniture and other services.
A deposit will be required for all Event Orders. Payment in full must be received 30 days prior to event.
Event Order Restock Requests/Sale or Return
For Event Orders & Large Orders where a client has over-ordered - Our Suppliers accept Restock Requests for selected products, inc. full cases of alcohol, fine wines and champagne - This is entirely at the discretion of the Supplier and a 30% restocking fee will be applied to the return of these goods (+ £25 collection fee where applicable). Please contact Customer Services to discuss.
SHOPPING DELIVERY
Local Delivery Area
The Supplier’s Free delivery* area for the Shopping Service (excluding Shop & Transfer combined and Event Orders) is from Torremolinos to Duquesa, including some inland towns Alhaurin, Coin and Mijas Pueblo.
*There is a minimum spend of €50 for free delivery (Minimum spend is €100 for inland orders, please see map for delivery areas)
Our Suppliers are unable to accept orders for delivery outside their delivery area. Please check on the map below. If You are unsure, please contact Customer Services before placing Your order and provide the full post code and address of your accommodation in the Costa Del Sol and they will be able to advise you further.
*** The Shop & Transfer Service is a dedicated Driver service and therefore is available to all areas of the Costa Del Sol***
For health and safety of our clients and for insurance reasons Delivery drivers are unable to offer to take Your Order into Your home/accommodation or help You unpack Your order. Delivery drivers shall deliver Your Order to the Property front door or doorstep or in Your entrance hall area.
Alcohol And Age Restricted Goods
Clients lucky enough not to look 25 or over, will be asked by the driver to provide ID to show that they are 18 or over. Orders MUST be received by an adult over 18 years of age with photo identification to ensure compliance with laws regarding the sale of alcohol or other age-restricted goods.
Order Undeliverable/Failed Deliveries
Should the Client or a representative not be available at the Property to receive the delivery at the designated delivery slot or not answer the door, or not pick up the phone call when the Delivery driver or Customer service called using the contact information You provided; the Driver will return the goods to base and we will contact You to arrange redelivery. Redelivery charges will apply (Minimum £30).
IMPORTANT NOTE: For consumer safety reasons, several types of goods are exempt from return and redelivery. Perishable goods such as chilled, meat, dairy products, etc cannot be returned after 4 hours of leaving for delivery and shall therefore be deemed spoiled. As perishable items cannot be returned to stock or resold, in the case of failed delivery such items are non-refundable. Any use or consumption of such products included in Your order is strongly advised against for health and safety reasons and is entirely at Your own risk. Should You wish to replace any such items with Your redelivery, these items will be charged and are subject to availability. Please contact customer service.
Failure Of Delivery By Supplier
In the case of any failed delivery by the supplier, You will be contacted to arrange the first available alternative delivery slot.
SHOP & TRANSFER SERVICE
The Shop & Transfer Service is charged at the cost of Transfer plus Cost of Shopping with no additional charges *excluding Excess Wait charges which may be applied if Your flight is delayed over 90 minutes and you have not contacted the Supplier
Your Driver will be waiting for you at Malaga Airport Arrivals holding a sign with the Your name. Your Shopping will already be in the vehicle (or luggage trailer) Chilled and frozen goods are transported in specialist thermal/insulated chillier boxes during transit.
Your Driver will provide a door-to-door transfer service for you and your shopping.
Details of passengers, baggage, any car seats required, and Your Shopping Order Number must be supplied a minimum of 5 days before travel.
For all Shop & Transfer Services You agree to be bound by the terms and conditions of the Suppliers in respect of services provide, a copy of which can be provided upon request. All vehicles are subject to availability.
TRANSFER ONLY SERVICES
Your Driver will be waiting for you at Malaga Airport Arrivals holding a sign with the Your name and will provide a door-to-door transfer service.
Details of passengers, baggage, any car seats required, and Your Shopping Order Number must be supplied a minimum of 5 days before travel.
In the unlikely event that you cannot locate the driver at the meeting point, or if you are delayed in customs, immigration, baggage collection or lost luggage, it is your responsibility to call the emergency number provided in the booking confirmation email to make contact with the driver to ensure he will wait for you.
IMPORTANT NOTE: Drivers will wait for up to 90 minutes in the case of a delayed flight with no additional charge or penalty. Should Your flight be delayed more than 90 minutes, additional Excess Wait charges may apply* (See Below)
TRANSFERS *Excess Wait.
For all Transfers, you will be asked to supply your Arrival/Flight details in advance. The Service Supplier will make best efforts to track your flight/arrival; however up to date tracking information is not often available and it remains your responsibility at all times to inform the Supplier of any delays.
It you are made aware of any flight delays prior to take off please advise the Supplier immediately and the Supplier has not been advised of the delay prior to Driver dispatch.
In the unlikely event that you cannot locate the driver at the meeting point, or if you are delayed in customs, immigration, baggage collection or lost luggage, it is your responsibility to call the emergency number provided in the booking confirmation email to make contact with the driver to ensure he will wait for you.
Drivers will wait for up to 90 minutes in the case of a delayed flight with no additional charge or penalty. Should Your flight be delayed more than 90 minutes, additional charges may apply.
If you are delayed more that 90 minutes and do not notify the Supplier, your transfer fee will be non-refundable. Shopping will be returned to base you may be charged a Re-delivery fee, or in the case of a “no show” Non Arrival; a restocking fee.
IMPORTANT NOTE: If you have a Transfer & Shop service, any perishable goods such as chilled, meat, dairy products, etc cannot be returned after 4 hours of leaving for delivery and after such time shall be deemed spoiled and all such items are non-refundable. Any use or consumption of such products remaining in Your order is strongly advised against for health and safety reasons and is entirely at Your own risk.
RETURNS
The supplier can only accept returns and refund or replace items if they are defective or damaged. Please contact them immediately or within 2 hours of delivery by contacting Customer Services.
With the exception of defective or damaged goods or returns made in accordance with these terms, we and the Supplier shall not be liable for goods once they have been delivered to the delivery address.
If You are entitled to return products and the Supplier are unable to offer a replacement due to stock availability or delivery restrictions, they will offer a refund.
Perishable goods
IMPORTANT NOTE: Perishable goods or items which may deteriorate or expire posing risks to health are exempt from return and/or redelivery unless faulty or damaged on receipt. Items such as chilled, meat, dairy products, etc cannot be returned after 4 hours of leaving for delivery and after such time shall be deemed spoiled.
As these items cannot be returned to stock or resold, in the case of failed delivery; all such items are non-refundable. Any use or consumption of such products included in Your order is strongly advised against for health and safety reasons and is entirely at Your own risk.
You are at all times bound by the terms and conditions of the Supplier(s) (of the goods or services) in terms of their policy regarding Returns.
CHANGES & CANCELLATIONS
You can of course cancel your order at any time during the ordering process up until your payment has been accepted. Once payment has been accepted Your order will be deemed to be a binding contract and the Suppliers terms for changes & cancellations will need to be adhered to.
You are at all times bound by the terms and conditions of the Supplier(s) (of the goods or services) in terms of their policy regarding Changes and Cancellations. If you have any questions regarding any Supplier terms and conditions please email, write or phone them using the contact information provided on your Order confirmation.
Pre-Arrival Shopping Service:
A client may make changes to a service, order or delivery arrangement up to 7 days prior with no penalty or administration costs.
You may cancel an order up to 7 days prior and be entitled to a full refund.
Several products are not held in stock and are ordered in by our supplier especially or exclusively on behalf of our Clients including some Premium Drinks & Fresh & Chilled products, therefore any orders changed or cancelled after this time are not entitled to a full refund and your changed or cancelled order may be subject to a restocking fee and/or other administration costs. Please contact the Supplier’s Customer Services directly and they will assist you in this case.
Transfer only:
Transfer Services may be cancelled up to 48 hours prior and you will be entitled to a full refund for your Transfer. Please contact the Supplier’s Customer Services directly and they will assist you in this case.
Transfer & Shop:
If you cancel your Transfer and have a have a shopping order remaining, you may contact the Supplier Customer Services to select a Delivery slot.
Event/Large Orders & Additional Holiday Services:
Cancellations made 14 days or more in advance, will receive a 100% refund. Cancellations made within 7 days will incur a 30% fee. Cancellations made within 48 hours to the event will incur a 50% fee.
REFUNDS
You may cancel a Shopping order up to 7 days prior and be entitled to a full refund.
Transfer Services may be cancelled up to 48 hours prior and you will be entitled to a full refund for Your Transfer.
You may cancel a Event/Large Group Shopping order up to 14 days prior and be entitled to a full refund.
If You are entitled to return goods or cancel Your order and have already paid, the supplier will refund any sum, in respect of such goods.
The supplier can only accept returns and refund or replace items if they are defective or damaged. Please contact them immediately or within 2 hours of delivery by contacting Customer Services.
With the exception of defective or damaged goods or returns made in accordance with these terms, we and the Supplier shall not be liable for goods once they have been delivered to the delivery address.
If You are entitled to return products and the Supplier are unable to offer a replacement due to stock availability or delivery restrictions, they will offer a refund.
You are at all times bound by the terms and conditions of the Supplier(s) (of the goods or services), in terms of their policy regarding Refunds. Please contact the Supplier’s Customer Services directly and they will assist you.
SUBSTITUTIONS
If You would like the Supplier to substitute alternative similar products if Your selected products are not in stock at the time of order packing; You may check the box on the ordering portal.
By checking this box You are indicating Your acceptance of the selected substitute product(s) and substituted items shall only be refunded in case of fault or damage. If when You receive Your order, You are not happy with a substituted item, please contact Customer Service.
PRODUCT REQUESTS
You can submit any product requests in the Order Instructions area in your Cart before checkout. No product requests are guaranteed and are subject to availability.
Should Your requested products be available, they will be added to Your order, and You will be advised by email of any price difference to Your order. Any remaining balance is payable no later than 7 days before the date of the service.
Should Your requested products not be available, they will be added to a Clients Request List and our Supplier may be able to source items requests so they are available for Your next trip.
PRODUCT & SERVICE DESCRIPTIONS
The Products, Goods and Services descriptions on the Site are provided for general information only. We recommend that you don’t rely solely on this information and that you always check all product labels especially in the case of any allergies or intolerances.
Although we and our Suppliers make reasonable efforts to update the information on the Site, we make no representations, warranties or guarantees, whether express or implied, that the content on the Site is accurate, complete or up to date.
AVAILABILITY OF SERVICES
We are entitled, on behalf of the service provider, to refuse any order placed by you. We do not guarantee to successfully allocate a service provider to every booking request. In the unlikely event that we are unable to allocate a provider to your booking request we will email you to advise you as soon as possible.
Our online Booking services are provided on an “as is” basis and we do not make any representation or warranty, express or implied, as to the availability of any product(s) or service(s).
COMPLAINTS
If you have any issues or concerns with your order or service, you should contact the supplier immediately to inform them and also copy us in. If you do not follow this procedure, it may be difficult for the supplier to address your complaint.
As we act only as an agent, we are unable to enter into any negotiation or arbitration between you and the supplier and any such discussions will be held directly between you and the supplier. If you want to file a complaint after returning home, you can write to the supplier and also copy us in.
If you have any problem with our platform or booking service, please contact us directly.