THESE ARE THE MOST FREQUENTLY ASKED QUESTIONS
FAQs - Questions and answers
SERVICE
HOW OFTEN DO YOU SEND ME THE MEAL KIT?
The meal kit service is weekly. The delivery day is usually Monday. The delivery day is confirmed when each order is renewed on Tuesday of the previous week.
IS THE SERVICE AVAILABLE ALL YEAR ROUND?
The service is available all year round except for the month of August in summer.
I'M GOING ON HOLIDAY, WHAT DO I DO WITH MY SUBSCRIPTION?
The order delivery service can be interrupted (paused) from your personal cocinoNcasa account, but always before the order is confirmed on the Tuesday before delivery. Resume service delivery whenever you want by accessing your personal account or through customer service.
RECIPES
HOW MANY RECIPES CAN YOU SEND ME PER WEEK?
You can choose between two, three or four recipes per week. You can also choose the number of people (2, 4, 6 people). If there are more of you at home, you can combine several subscriptions to have enough food for everyone.
CAN I CHOOSE THE RECIPES FOR THE WEEK?
Once you have registered for the service, you will be able to access your personal area and manage the recipes for the week. From this area, you can choose the recipes you like best from the weekly selection. If you prefer, or if you don’t have time to choose, don’t worry, we will select the recipes for you to make it easier.
CAN I CHANGE THE COOKING STYLE THAT I HAVE SELECTED?
If you get tired of one type of cuisine, you can change to another. However, the change must be made before the order is confirmed on the Tuesday before delivery for it to take effect.
WHAT IS THE RELATIONSHIP BETWEEN THE TYPE OF CUISINE AND THE RECIPES YOU OFFER?
Each recipe is prepared according to the definitions of the type of cuisine that you can find here and is combined in the weekly offer to ensure variety with basic ingredients selected by professional dieticians.
HOW MANY DISHES DOES EACH RECIPE INCLUDE?
Each recipe consists of a main dish with a generous and varied side dish.
IS DESSERT INCLUDED?
No, neither dessert nor bread are included in the recipes. These are items that you should have at home if you want them.
I HAVE ALLERGIES. HOW DOES THIS AFFECT THE SERVICE?
All recipes have detailed information about allergens. However, we cannot guarantee that all recipes are suitable for your allergy. When you receive your weekly order, you can check the allergens in each ingredient and substitute certain ingredients for others that are more suitable for your allergy. However, cocinoNcasa is not responsible for the substitution.
DO WE NEED TO HAVE ANY INGREDIENTS AT HOME?
cocinoNcasa provides you with all the ingredients you need to make the planned recipe. However, for transport and sustainability reasons, you will need to have the following ingredients at home: olive oil, eggs, black pepper (in some recipes we recommend a black pepper mill, although it is not necessary), salt, sugar, flour, milk and butter.
PAYMENTS
HOW CAN I PAY FOR MY SUBSCRIPTION?
You can pay for your subscription by credit or debit card. We do not offer the option of paying by invoice.
CAN I PAY FOR EACH RECIPE SELECTED INSTEAD OF BY SUBSCRIPTION?
No, the service offered is a subscription to a meal kit with recipes and ingredients included. Recipes cannot be purchased separately.
ON WHAT DAY OF THE WEEK IS THE SUBSCRIPTION PAID?
The service will be charged every Tuesday prior to the delivery day. You will be able to view your payment receipt the following morning by accessing your email or bank account.
DELIVERY
WHERE CAN ORDERS BE DELIVERED?
Currently, the service is offered in the provinces of Valencia and Alicante. Orders are shipped according to postcodes. Check our Service Delivery Areas page to see if your postcode is within our shipping area.
CAN I COLLECT MY ORDER?
Currently, orders can only be collected from our warehouse in Ontinyent. When you sign up for the service, select “Collect in Pto. Ontinyent”. You will find this option when you select your “Preferred order delivery time” in the “Order delivery information” section (when you proceed to pay for your subscription after adding it to your basket). This will save you the cost of shipping your orders. The collection address is: Passeig de La Habana 20-A, 46890 – Agullent.
DO I HAVE TO BE AT HOME TO RECEIVE THE ORDER?
We recommend that the order be collected by you or someone close to you, such as a family member, doorman or work colleague. The food bags will arrive refrigerated and can be kept out of the refrigerator for a few hours, depending on weather conditions. However, it is always best to store food in the refrigerator as soon as possible. If frozen products are delivered (e.g. fish that must be frozen for health reasons), it is advisable to place them in the freezer as soon as possible.
CAN I CHOOSE THE DELIVERY TIME FOR MY ORDER?
No, the delivery time depends on various factors, many of which are beyond the control of cocinoNcasa. However, we will give you a three to four-hour window to choose from for the delivery of your order. We will always contact you before the first delivery to agree on the delivery time that suits you best.
CUSTOMER SERVICE
HOW CAN I CONTACT YOU?
You can call us on our contact number or chat with us during the company’s office hours. You can also send an email to hola@cocinoNcasa.es. We will get back to you as soon as possible.
WHAT ARE YOUR CUSTOMER SERVICE HOURS?
Customer service hours are from 9:00 a.m. to 5:00 p.m. (weekdays).
ANY MORE QUESTIONS? WRITE TO US
Check out the different sections of this Customer Support page. You can also send us an email at hola@cocinoNcasa.es and we will get back to you within 24 hours.
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CONTACT DETAILS
C/ del Túria 53
(46008) VALENCIA
Phone: 960 397 005
hola@cocinoNcasa.es
CUSTOMER SERVICE HOURS
MON – FRI 9:00 to 17:00
SAT – SUN Closed.