Shipping, Payment, Return & Refund Policy

1. Retail Orders

Retail orders are processed after order confirmation and payment confirmation.

For available products, we usually prepare retail orders on the next working day after confirmation. If a product is made in small batches or temporarily unavailable, we will contact the customer to confirm the preparation time or suggest an alternative.

2. Wholesale Orders

Wholesale orders are processed individually. Preparation time depends on the product category, packaging format, order volume and current production schedule.

For standard wholesale orders, production and preparation terms are confirmed before payment. For new wholesale partners, we may recommend starting with samples before confirming a larger order.

3. Delivery

Retail delivery is arranged through available courier, postal or logistics services depending on the customer’s location and order format.

Wholesale delivery is usually handled through the buyer’s preferred logistics partner. Unless otherwise agreed in writing, logistics costs are paid by the buyer.

Orders are dispatched from Moscow or handed over to an agreed logistics partner.

Dispatch hours:
Monday–Saturday, 12:00–20:00

We offer two convenient payment methods to suit both retail and wholesale customers.

Credit & Debit Card
Retail orders can be paid securely online via our payment gateway at checkout. We accept all major credit and debit cards. Your payment is processed instantly and your order is confirmed immediately upon successful payment.

Bank Transfer
For customers who prefer bank transfer — whether retail or wholesale — please contact us to confirm your order first. Once your order is approved and confirmed, we will provide our bank details for direct transfer. Your order will be processed upon receipt of payment.

Wholesale Payment Terms
For wholesale and B2B orders, payment is made in two instalments:

• 50% of the total order value as advance payment upon order confirmation
• 50% of the total order value prior to handover to the logistics company

If you receive a damaged, defective or incorrect product, please contact us within 48 hours after delivery.

Please send:
your order number;
photos of the product and packaging;
a short description of the issue;
your contact details.

After reviewing the request, we may offer a replacement, partial refund or full refund depending on the situation.

For products of proper quality purchased online, the customer may refuse the product within 7 days after delivery, provided that the product has not been opened, consumed or damaged, and its marketable appearance and consumer properties are preserved.

Return delivery costs for products of proper quality are paid by the customer unless otherwise required by applicable law or agreed individually.

Opened, partially consumed or improperly stored food products cannot be returned unless the product is defective or incorrect.

Custom and Corporate Orders

Custom-made products, branded gift sets, personalised packaging and corporate orders prepared according to an individual specification may have separate return and cancellation terms.

These terms are confirmed before production begins.

Wholesale Returns and Claims

Wholesale return, replacement and refund terms are agreed individually when the order is confirmed.

If a wholesale buyer receives a damaged, defective or incorrect order, the buyer must contact us as soon as possible and provide photos, order documents and a description of the issue.

Claims related to transport damage are reviewed together with the logistics documents and the responsibility of the carrier, where applicable.

Refund Timing

Approved refunds are processed using the payment method agreed with the customer.

For retail consumer returns, refunds are processed in accordance with applicable consumer-protection rules. In standard cases, refunds are made within 10 days after the valid refund request is received and reviewed.

Beyoğlu Lokum & Coffee
LLC “Bleki Biir”
Atelier / warehouse: 2 Slesarny Lane, Moscow, 129110, Russia
Phone / WhatsApp / Telegram: +7 915 212-36-44
Email: beyoglulokum@yandex.ru
Working hours: Monday–Saturday, 09:00–21:00
Dispatch hours: 12:00–20:00