FAQ
Everything, answered.
Every order is cut to order, vacuum-sealed within minutes, and packed in a food-grade insulated box with dry ice (frozen shipments) or gel packs (chilled). Boxes hold 0–2 °C for over 96 hours — well beyond any transit time in our network. We ship with DHL Express and UPS, Monday to Thursday, so your meat never spends a weekend in a depot.
Orders
Can I order as a guest?
Yes — checkout is guest-first. No account needed, ever.
Can I change or cancel my order?
Within 2 hours of ordering, yes — contact us on WhatsApp. Once a cut is prepared and sealed, we can no longer cancel, as everything is cut to order.
Do you offer gift messages?
Yes. Contact us right after ordering with your order number and we’ll include a handwritten card. Prices never appear in the box.
Is there a minimum order?
No minimum. Though the shipping economics favor a fuller box.
Shipping
Which countries do you ship to?
All of the EU, UK, Switzerland, Norway, USA, Canada, UAE and GCC, Singapore, Hong Kong and Japan. Other destinations on request.
How is the cold chain maintained?
Vacuum sealing, food-grade insulated boxes, dry ice or gel packs, and express-only transit (24–96h). The chain holds 0–2 °C for 96+ hours.
What if I'm not home at delivery?
DHL attempts delivery twice and holds at a service point. Because the box holds temperature for 96+ hours, a next-day pickup is safe. We recommend shipping to an address where someone can receive it.
Do you deliver on weekends?
No — and by design. We only ship Mon–Thu so no box ever waits in a warehouse over a weekend.
Product
Is your A5 wagyu certified?
Yes. Every Japanese cut ships with its certificate number, traceable to the individual animal, and the Kobe cuts include the official Kobe Beef certificate.
What does 'cut to order' mean?
Your steak doesn’t exist until you order it. We cut from whole primals when your order comes in — which is why stock is limited and freshness is maximal.
Frozen or chilled?
Most cuts ship chilled at 0–2 °C for maximal quality; some travel frozen at −18 °C depending on destination and transit time. It’s noted on every product page.
Are there allergens?
No. Every product is 100% meat — no marinades, additives or allergens.
Payments
Which payment methods do you accept?
All major credit and debit cards, Apple Pay, Google Pay and Link, processed by Stripe. Your card data never touches our servers.
What currency will I be charged in?
Prices are in EUR and charged in EUR. Your bank converts at its standard rate.
Is checkout secure?
Fully. Payment happens on Stripe’s PCI-DSS Level 1 certified hosted checkout.
Returns
Can I return meat?
Perishable goods are legally excluded from the EU 14-day right of withdrawal (Art. 59, Directive 2011/83/EU). However, our Freshness Guarantee covers any quality or cold-chain issue with replacement or refund.
What if my box arrives damaged?
Photograph everything within 24h and contact us — replacement or full refund, your choice, usually resolved within one business day.
How do refunds work?
Refunds are issued to your original payment method via Stripe, typically visible within 5–10 business days.