Frequently Asked Questions
Answers to questions usually asked by our customers
Does the price of the fruit include VAT?
Yes, our oranges and tangerines include VAT within the order. In this case, because it is a product that meets a primary need (in addition to being very healthy and natural), VAT at 4% is payable.
How can I place an order?
You can place orders with FrutaMare via our online catalogue or you can email us at email@example.com or call us on +44 2033181092 and we’ll guide you through the purchasing process.
What payment method options do I have?
We currently offer payment by credit card and PayPal. If you’d like to find out more, please visit the Payment Methods page.
What happens if a product is out of stock?
Please contact us as we may be waiting for one of our fruit varieties to ripen. Don’t worry! We’ll assist you and let you know when our oranges will be available for sale again.
How long will it take to receive my order?
Orders are sent by express courier to ensure that as little as possible of our oranges’ freshness is lost. After you’ve placed your order, we ship it the next morning and it will be at your door within 72/96 hours. From our tree to your table, without any artificial processing.
How can I check the availability of a product?
Under the related information for the product you can see whether the product is in stock or not available. You can enquire about the availability of our products at any time using our contact form, or by emailing us at firstname.lastname@example.org, or via our chat system and or by telephone: +44 2033181092.
Can I order an item that is currently out of stock?
Sorry, you cannot buy a product that is out of stock. However, you can enquire about the product using our contact form or by emailing us at email@example.com, or via our online chat system or by telephone: +44 2033181092.
If I place an order on a Thursday or Friday, when is it shipped?
In order that we are able to guarantee 100% freshness, orders placed on a Thursday or a Friday are shipped the next business day – that is, on the Monday. This is because our carrier company does not ship on Saturdays and Sundays. So, to avoid the fruit being held for two days in the carrier’s warehouse, we dispatch the order the following Monday, thus guaranteeing that – as always – the oranges you receive are freshly picked from the tree.
How can I pay for my order?
To pay for your order, you can choose between PayPal or credit card payment. If you would like to see all the information, you can find it here.
How do I pay by credit card?
You can pay using your credit card, totally securely through our website, via our bank’s RedSys payment platform with SSL encryption.
All you need to do is provide:
The name of the cardholder.
The card number.
The expiry date on the card.
The CVV code (the security code on the back of the card – usually three numbers).
Why does my account show two charges?
When you pay for an order by credit card, it is likely that two charges will appear on your account. It is not that we have charged you twice, but that the bank has applied an authorisation hold. This means that the bank has held the amount to ensure that the charge can be made and is valid. Thus, the bank authorises the amount up until such time as FrutaMare withdraws the charge.
Sometimes the authorisation hold overlaps with the charge itself. This is not to do with FrutaMare but is due to transactions between banks and card issuers.
For debit cards, the authorisation hold is usually unblocked after 6 or 8 days. On credit cards it can take up to 30 days. However, if you see that it takes too long to release the hold, please contact your bank to speed up the process.
How do I pay via PayPal?
Once you have placed your order and selected PayPal as your payment method, you will be redirected to their online platform and from there you can easily make your payment.
Do I have to pay shipping costs?
Yes, the cost of shipping is specified in the following table:
Shipments to Europe
3-4 working days
2-3 working days
3-4 working days
3-4 working days