User support

FAQ

How to Shop?
Delivery & Payment
Login & Registration
My Order
Loyalty Club

Why shop at Healthy Food Factory?

In short, because your health matters! For all the other reasons - click here.

Where are your stores located?

Healthy Food Factory currently operates 19 retail stores across Croatia, with locations in various cities. For more details on where to find us click here.

When can I contact customer support?

Our customer support team is available Monday to Friday from 7:00 AM to 3:00 PM CET. If this time doesn’t work for you, feel free to email us at [email protected], and we will get back to you as soon as possible.

I don’t have internet access. Can I still place an order?

Yes, you can! Besides ordering online, you can also place your order over the phone with our customer support team, available Monday to Friday from 07:00 AM to 03:00 PM CET.

To order by phone, simply call us at +385 1 5573 568.

The product I wanted to order is currently unavailable. When will it be back in stock?

Sometimes a product may be temporarily out of stock and cannot be added to your cart. In this case, we recommend entering your email address on the product page so we can notify you as soon as the product becomes available again.

Where can I get a promotional code?

Discount codes are part of our promotions, the easiest way to follow them is to subscribe to our newsletter.

Can discounts be combined?

Discounts cannot be combined and used in conjunction with other ongoing offers. The system automatically calculates a higher discount.

Are your Chinese products genuinely organic and do they contain heavy metals?

As China has become the world's leading producer of dietary supplements, much of its organic production has moved over there. All our products are tested for heavy metals and meet both Croatian and European food safety standards.

Can I use a specific product If I suffer from a particular disease?

Always consult your doctor or a healthcare professional before taking any new food supplement.

Can I use a certain product if I am pregnant or breastfeeding?

If you are pregnant or breastfeeding, please consult your healthcare professional before use.

What delivery options do you offer?

During checkout, you can choose from the available delivery options depending on your location within the EU:

GLS home delivery
BOX NOW parcel lockers (where available)
GLS delivery to islands (where applicable)
Wolt Drive (express delivery within 90 minutes, selected areas only)
Delivery with our company vehicle (selected areas only)
In-store pickup (Croatia only)
GLS parcel lockers/parcel shops (where available)

For more information about delivery, click here.

What is the delivery cost?

The delivery cost for all orders within the EU is calculated based on the package weight and is automatically displayed in your cart alongside the product prices.

You can find more details about delivery rates for each shipping service here.

Which payment methods do you support?

On our webshop, you can pay for your orders using the following methods:

Cash on delivery (where available)
Credit and debit cards online via Corvus, a secure payment gateway
KEKS Pay app - via the integrated KEKS Pay checkout on our webshop (where available)
Google Pay
Apple Pay
Bank transfer (after placing your order, you will receive a confirmation email, and your package will be shipped once payment is received)

For more details about each payment method, click here.

Do you deliver to Croatian islands?

We most certainly do! There is a regular delivery to larger islands, and delivery to smaller islands is done by the Croatian Post, which does not offer cash on delivery, meaning that orders must be paid in advance. Click here for more details.

Can you deliver to other countries?

No worries! We deliver to all EU countries using trusted courier services and transport partners (GLS).

If you live in an EU member country, simply select your country from the dropdown menu during checkout, and your package will arrive at your chosen address within a few days.

Is there a way to speed up the delivery of my order?

Are you in a hurry? You can prioritize your order to to ensure it gets processed and shipped the same day or the next business day after we receive your order.

All you need to do is select the priority shipping option in your cart before checkout.

Can I expect delivery during the weekend?

Currently, for orders delivered to your home or chosen address, delivery is available on business days only, according to the working hours of our delivery partners.

Can I place an order without creating an account?

You don’t need to create an account to complete your order. You can easily place an order as a “guest.” However, we recommend creating your own account so you can enjoy additional benefits available to registered customers.

Creating an account is quick and simple, and it will also save your details so you won’t need to enter them every time you shop with us.

Why should I create an account?

Creating an account in our webshop makes shopping faster and easier, lets you track your orders, and gives you access to exclusive benefits.

With an account, you can also:

Enjoy quicker and easier checkout
Seamlessly shop across multiple devices
Access special offers and promotions

I’d like to register! How can I do that?

To create your account, click on “My Account” at the top of the page and select “Registration” from the dropdown menu.

Fill in your login and personal details. Complete your registration by clicking the “Confirm registration” button.

Alternatively, you can register directly here.

How do I log in if I’m already registered?

If you already have an account, logging in is a quick and easy process. Simply click on “My Account” and select “Log in”, then enter the details you used when registering.

You can also log in directly here.

Is there a quick login option?

If you want to simplify logging in even more, you can always choose the “Sign up or log in via social networks” option available in ''My account''.

I forgot my password. How can I get a new one?

We’ve all forgotten a password at some point, so no worries.

You can request a new password by clicking “Forgotten password” in the ''My account'' dropdown menu.

Follow the instructions and within seconds you’ll be able to log in again and complete your purchase.

Can I be sure that my personal data won’t be misused?

In accordance with our Privacy Policy, your login details are securely protected on our website and handled in compliance with applicable data protection laws.

I’m interested in your products and promotions. How can I subscribe to receive updates?

Get free tips and recipes from the world of healthy living, plus exclusive news about sales and promotions by subscribing to our newsletter. Don’t forget — subscribing also gets you 10% off your first order.

Sounds good? Don’t hesitate — you can sign up for the newsletter at the bottom of this page!

How can I unsubscribe from the newsletter?

Every newsletter email you receive contains a link to unsubscribe. Alternatively, you can contact us directly by sending an email to [email protected] to request cancellation of your subscription.

This is my first purchase on the Healthy Food Factory webshop. How can I successfully complete my order?

If this is your first time shopping with Healthy Food Factory, we’ve made the checkout process as simple as possible. Start by adding your chosen products to the cart. Then click the orange “Cart summary” button followed by ''Checkout'' button. A new window will open where you enter your delivery details, select your preferred shipping and payment methods, and confirm your order. Don’t forget to accept the terms and conditions, which you can find linked in your cart.

Can I add a note for package packing or the delivery person?

If you have any notes regarding your order or specific instructions for the delivery person, don’t forget to fill in the designated field in the delivery details. We will do our best to accommodate your requests.

Can I add items to my order?

If you haven’t received a notification that your parcel is dispatched, contact our user support by sending us an e-mail at [email protected] or call +385 1 55 73 568 to get more information. Unfortunately, we are unable to make any changes to your order once received.

How long does delivery take?

Once dispatched, our courier service aims to deliver your package within 1-3 business days for deliveries in Croatia. We try to deliver the vast majority of orders within 24-48 hours of the order, but during promotions, this can be extended to a maximum of 3 days.

*scheduled delivery time for orders in Slovenia is 3-5 working days.
**scheduled delivery time for deliveries in the rest of the EU countries is 7-10 working days.

What if my package is late?

If it has been more than 3 working days since your order, email us at [email protected] or call us at +385 1 55 73 568 to address and resolve the problem.

My package arrived at the chosen address, but it’s incomplete!

Although we strive to minimize such issues, sometimes they may still occur, and we sincerely apologize for the inconvenience.

If you notice any missing items from your order in the delivered package, please contact our customer service via email at [email protected] or by phone at +38515573568 so we can quickly identify and resolve the issue to your satisfaction.

What if the product I ordered is damaged or defective? Can I return it?

If you find that the product is damaged or defective, please contact us as soon as possible at [email protected] or by phone at +38515573568. We will guide you through the next steps for returning or exchanging the product according to our return policy and applicable laws.

What is the Loyalty Club at Healthy Food Factory?

Join our club and enjoy ongoing discounts every time you shop. Our loyalty club offers members a permanent discount that grows with every purchase you make.

Learn more about our Loyalty Club on our website.

What benefits do I get as a member?

By joining the club, you immediately receive a permanent 5% discount. As you continue shopping, you’ll move up to higher discount tiers.

How can I become a member of the Loyalty Club?

You can become a Loyalty Club member when registering your user account by selecting the option “I do not have a card, I want a new one” or by clicking the “Join Now” button at the bottom of this page.

How does the system work?

After becoming a member you collect your points for a year using a discount depending on your discount level. At the end of a year, your points will be erased, but your discount level remains the same. If during the following year, you collect enough points for the same level or more, your discount remains permanent.

What is a highest discount I can get?

For every 0,20 € spent, you earn 1 point on your virtual loyalty card.

It’s good to know that by simply joining the club, you receive a permanent 5% discount, and with further purchases, you can move up to higher tiers and enjoy even greater discounts.

<1-999 points - 5% discount
1000-2999 points - 7%
3000-4999 points - 9%
5000-6999 points - 10%
>7000 points - 15%

Does the loyalty discount combine with other discounts?

Discount cannot be combined with any other ongoing discounts. The system will automatically apply the higher discount available.

How long are points valid?

Where can I check my current points balance?

You can always check your current points balance and your discount tier by logging into your profile under “My Account”.

Why haven't the points from my order been added to my account?

There is a chance that you have placed an order as a guest. If you are still having issues just get in touch at [email protected] or +385 1 55 73 568 and we can add these on for you.

Does the loyalty discount apply in stores?

The loyalty card exists exclusively in a virtual form and cannot be used in our stores. To make the most of your loyalty discount, we recommend placing your order through our webshop with the option of free personal pickup at the nearest store.

Healthy Food Factory

Terms & Conditions

Supported payment methods

All transactions are secure and processed through trusted payment systems. You can choose from the following payment methods:

Cash on delivery
Credit or debit card
Bank transfer (prepayment)
Online banking
Keks Pay
Google Pay
Apple Pay

Store locations