Frequently Asked Questions
What are the shipping costs and delivery times for domestic orders?
We offer FREE shipping within the Netherlands for orders over €50, otherwise we ship for a flat rate starting at €5.95. Delivery usually takes between 2-5 business days for domestic orders. Available shipping options for parcels within the Netherlands are GLS ( € 5.95), PostNL ( €6.95 ), and DPD ( €5.95).
Why are some couriers/shipping methods unavailable during checkout?
The listed couriers/shipping methods are mentioned, but are no longer available during checkout due to our switch to a different courier service. However, we have deliberately not updated this information, as these services are not completely excluded.
Do you ship internationally & what are the delivery times?
Shipping to Germany, Belgium, and Luxembourg is FREE for orders over €60, and for orders under that amount, we usually charge a flat rate of € 9.95. Other European countries have no minimum purchase requirement , usually with a flat rate of €19.95, and for orders over €50, shipping is €14.95. The shipping rate to other countries (worldwide) is €3.4.95 . For more information about delivery times, please visit shipping page .
Where do you ship to?
We ship to most countries. You can find available countries on the checkout page. If you want to buy an item but can't find an available shipping method for your country, please contact us so we can find a solution.
Are return shipping costs covered?
We do not cover shipping costs for returns (both domestic and international). The customer is responsible for these costs. You can See refund policy for more information.
I received a defective product, what should I do?
While we pay attention to checking our products, you can contact us through the contact page If something appears to be wrong with the product upon arrival. It's important to note that we can't inspect all types of products, such as sealed ones. However, we can open and inspect unsealed products.
Are they all exactly as pictured?
You can expect all products to be as shown in the photo. Sometimes a manufacturer changes the name or packaging of a product. Of course, there may also be minor cosmetic variations or defects in product labels and other aspects (such as the color of the cap/packaging or the type of closure).
Why can the total amount be higher or lower than the stated price in euros?
If you use a currency other than euros (€) as payment, the final amount may differ from the original price in euros. This is partly due to fluctuations in exchange rates, which determine how much your currency is currently worth against the euro. The conversion is done automatically at the time of payment, and this may result in slight differences in the final price.
Why do prices differ between countries, even though both use the Euro?
Prices can vary by country, even if the currency is the same. This can be due to various factors, such as Shopify applying regional adjustments.
Why isn't my discount applied correctly?
We use special software for bulk discounts. The application is automatic and works well in most cases. However, it's possible that the discount isn't applied correctly or that a conflict arises. Therefore, it's important to check this at checkout. This software can also conflict with our own discount codes. If you complete your purchase without verifying the discounts, please be aware that we cannot accept any responsibility for any omissions. However, we recommend carefully reviewing your order details for your own peace of mind. Rest assured, we're here to help with any concerns you may have.
Why is there a difference in the discount I received?
The final discount amount may vary slightly due to rounding, depending on the discount percentage and the total amount. This small discrepancy, which can be a cent more or less, is automatically calculated during the calculation process. The amount displayed on screen roughly reflects the discount applied to your order.
The discrepancy may arise because the volume discount app we use rounds to two decimal places. We don't yet fully understand the app's exact rounding behavior. As a result, the final discount amount may be a cent more or less than expected. The amount displayed on the screen is the discount as calculated by the system.
If the volume discount app rounds the amount down to two decimal places, this means the customer may receive a slightly smaller discount than expected, which explains why the final amount may be slightly higher. In contrast, when using a manual discount code, the discount percentage is typically rounded up to two decimal places, making it slightly more accurate. While the discount displayed on the screen isn't exact, it's generally quite accurate. We have no control over how the app calculates or rounds these amounts.
When will my order be shipped?
Orders placed before 4:00 PM are usually shipped the same day. Our standard delivery time ranges from 2 to 5 business days. Please note that processing time may sometimes be longer than the same day due to unforeseen circumstances. While we strive to deliver quickly, circumstances can sometimes cause slight delays. We do our best to ship your order quickly for fast delivery to your address. In cases where immediate delivery is not possible due to unforeseen circumstances or product availability, we aim to deliver your order within 7 business days.
I chose a carrier but received the product through another company?
Due to disruptions and logistical considerations, we may select an alternative delivery service to ship your package. If this occurs within the Netherlands and you previously opted for a more expensive shipping option, we will compensate you with a refund.
For international shipping, it's not possible to change your carrier choice after purchase. Furthermore, it's important to emphasize that we cannot offer compensation in cases where we choose a cheaper shipping option due to the complexity of continuously monitoring fluctuating international shipping rates and potentially labor-intensive processing. Furthermore, processing times for international packages may be longer in some cases due to the careful verification and accurate entry of shipping information. We also consider these handling fees and ensure they are reflected in the shipping costs. Despite these challenges, we are committed to ensuring that the shipping costs you pay do not exceed the initial estimates provided at checkout. Should the actual shipping costs exceed these estimates (due to factors such as increased weight), our policy is to contact you if necessary to find a suitable solution together.
Why did I receive a used shipping box?
For various reasons, we may use a used shipping box to ship your package. Sometimes we don't have the right size available, and reusing boxes is a suitable solution.
Why is there a difference in the amount of product per package?
Slight variations in the packaged quantity may occur for each product. For example, a product might be labeled as 250 ml, but the actual contents may differ slightly. Such variations can arise from various factors, such as during the filling process in production. Therefore, the specified volume should be considered an approximation. However, should a product be damaged or leaking, this would be considered an anomaly outside the normal range of variation and would qualify as a defect. If such a defect is visible and noticed by us before shipping the product, we will not ship the product and will generally contact the customer to discuss further options and offer a replacement. Furthermore, should a defective product pass our inspection unnoticed, possibly due to human error and because we don't inspect everything thoroughly, which is time-consuming, please contact us.
What about shipping costs and returns?
For orders over €50, shipping is free and paid by our store. However, if a customer returns an item, the initial shipping costs will be deducted from the refund.
For orders under €50, shipping costs are the customer's responsibility. These costs are considered paid upon delivery. If a customer chooses to return an item, they are responsible for the return shipping costs. We do not cover or refund shipping costs, including initial and return shipping, unless the product is defective or has a similar issue.