Frequently Asked Questions

 

Manage my AccountOrdering ProductsShipping

Manage my Account

How do I register for an account?
Making an account is fast and easy. As a new customer, please click on “My Account / Register” and fill out the form. You can also register during check out.
How do I login in my account?
Use the same button as when you register. You can then login with your credentials.
How do I change my address or my password?
On the “My Account” page you have the option to change these settings after you have logged in.
Can I use a different address for shipping?
Yes, that is possible during the check out process.
How can I subscribe for the newsletter?
At the bottom of this page, you find the option to subscribe to our newsletter. Another option to do this, is during the payment process.
How do I unsubscribe to your newsletter?
After login, you can unsubscribe from our newsletter at the bottom of this page, or as soon as you receive a newsletter from us. This option is always available in our newsletter because we comply with the European regulation in email marketing.

Ordering Products

What payment methods do you accept?
We accept the following methods of payment: Bank-transfer, IDEAL (Dutch), Sofort (B), Bancontact/Mister Cash, Belfius Direct Net, KBC/CBC, Mastercard, Visa, Visa Debit and PayPal.
How do I know my order is placed successfully?
We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.
I did not receive a confirmation e-mail?
Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.
How do I use a discount coupon?
We work with electronic and personalised coupons. When you have a valid discount coupon, this coupon is automatically visible in the cart page. Please click on the coupon and the discount is added to the amount visible in the cart.
I forgot to apply my discount coupon. What now?
Please let us know by email. We will place the difference of the amounts as a product credit on your account page and cart page.
I can not finish my order! Why not?
All customers must register and therefore create a user account on this website. This enables us to serve you better and you can easily follow your order status. The second reason is that for a lot of customers we report analytical results and reports on their private page.
I can not find a specific product, while I know you sell it
Depending on your registration with us, you are able to see specific products other people do not see. Please contact us for help. When you are subscribed as a gold member or silver member, you also see some extra products in the web-shop which are not seen by regular customers.
What do you do with the personnel data I provide to you?
We only use them to provide you with the best service we can. That’s a promise. See also our Privacy Conditions.
Do I have product warranties?
When a product is damaged, broken or wrong, we would like to help you out. Please send us an e-mail with your questions and will discuss with you how to assist you.

Shipping

Can I follow my order online?
Yes, you can. On your Account page, your orders are shown. There you see the actual status of the order. As soon as the order is shipped, you will be informed by automated e-mail with a track and trace code.
What are the shipping costs?
The standard shipping shipping costs for supplements are € 5,50 (incl VAT) in the Netherlands. Supplement orders above € 150 (excl VAT) have free shipping in The Netherlands. For European countries, different rates apply. You can check these rates in the cart page, where based on your shipping address the shipping costs are shown.
How fast are the products shipped?
We normally send you the products the same working day when the order is placed before 16.00 hours. But please have mercy if it is one day later. We prefer quality above speed. On Friday we usually do not ship products. So orders placed on Thursday evening are shipped on next Monday.
How do I know if my order is shipped?
You will receive an automated email on the day the products are handed over to the courier.
Who delivers the package?
All orders are handled by PostNL in The Netherlands and by their respective partners in other countries.
I have special delivery wishes, is this possible?
Yes, during checkout, you can choose to have the products delivered at a “PostNL afhaalpunt” for shipping in The Netherlands. You can then pick it up at a time that suits you most. For other European countries we need a specific shipping address which you provide.
What happens when I am not at home?
If you are not at home, attempts will be made to hand it over at a later stage, or you will find a note with an address to pick it up close by in your area.
How do I send back an article?
You can send back products within 14 days when it is not broken, opened or damaged by you. This service is free. Just email us, and we will send you a return label by email. If you do not use this service, you can choose to send back the package by regular transport and pay for the transport costs. The purchase costs of the returned product will be paid back on your bank account within 10 days.
My package contains the wrong product or is not complete.
Please send us an email and a photo of the goods and we will fix it for you!