Shipping & Returns

1. Order processing

Processing time. Orders received on business days are normally processed within 24 hours.

Confirmation and tracking. Once your order is accepted you receive a confirmation email, followed by a dispatch notification with a tracking link.

Changes and cancellation before dispatch. If you wish to change or cancel your order, contact customer support as soon as possible at [email protected]. We can usually make changes before picking begins. This is in addition to your statutory 14-day right of withdrawal set out in section 4.

2. Shipping

Delivery charge. A flat rate of €4.95 applies to all orders and all destinations we serve. It is shown in the basket and in the order summary before checkout.

Dispatched from: the Netherlands.

Delivery time. Usually 5–7 business days from handover to the carrier. This is an estimate and may vary with the delivery address and carrier workload.

Maximum delivery time. In any event we deliver within 30 days of conclusion of the contract, unless expressly agreed otherwise.

Delivery countries and carriers

We deliver to the following countries using international carriers (DHL, DPD, UPS) and local partners:

All shipments are sent with tracking.

Delays and lost shipments

If your shipment has not arrived within 10 business days of dispatch, contact us. We will open a trace with the carrier, which usually takes 5–14 days.

If the carrier confirms the shipment is lost, we will send a replacement or issue a full refund — your choice, at no cost to you.

Longstop. In any event, if the parcel has not been delivered within 30 days of dispatch, we send a replacement or refund you at your choice, without waiting for the outcome of the trace and regardless of whether the carrier has completed its investigation.

Incorrect address. If delivery fails because of an incorrect or incomplete address given at checkout, we will contact you to arrange redelivery. The redelivery charge is €4.95.

3. Customs duties and import charges

Deliveries within the European Union. No customs duties or import charges apply. The amount paid at checkout is final.

Deliveries outside the European Union (the United Kingdom, Switzerland, Norway). The shipment is subject to import duties, customs clearance fees, import VAT or other local charges imposed by the destination country. These charges are set by the customs authorities, are outside our control and are payable by the customer on delivery. They are not included in the price shown at checkout.

4. Right of withdrawal (14 days)

If you are a consumer you have the right to withdraw from the contract within 14 calendar days without giving any reason.

Start of the period. The day on which you, or a person indicated by you other than the carrier, receives the goods. Where the order arrives in several shipments, the period runs from receipt of the last item.

How to withdraw. Email customer support, use the form on our “Cancel order” page, or send the model withdrawal form attached to our Terms and Conditions. No particular wording is required.

Meeting the deadline. What counts is the date you send the notice, not the date we receive it. A notice sent on the 14th day is sent in time.

We will confirm receipt of your withdrawal notice in writing without undue delay.

Exception for sealed food supplements

For reasons of health protection and hygiene, the right of withdrawal does not apply to products that were sealed and unsealed after delivery (Article 16(e) of Directive 2011/83/EU). Our food supplements are supplied with a protective hygiene seal.

You may inspect the outer packaging and the product packaging as you could in a physical shop. Inspecting the packaging does not affect your right of withdrawal.

Where your order contains several units, any unit with an intact hygiene seal may be returned. The exception applies only to units you have unsealed.

This exception does not apply to goods that are faulty, damaged in transit or sent in error. See section 8.

5. Return procedure (RMA)

Step 1. Email customer support at [email protected] within the 14-day period, stating:

• your order number;
• your name;
• the items you wish to return;
• the reason for the return (optional — you are not required to give one).

Step 2. Wait for our reply. We respond within one business day with return instructions and, where needed, an RMA number. An RMA number is not a condition of return: it speeds up processing and helps us match your parcel to your order. If you have already sent the goods back without contacting us first, we will still accept and process the return — it may simply take longer.

Step 3. Pack the goods securely, in the original packaging where possible, include your order number or RMA number, and send them to the address below.

Step 4. Send us the tracking number or a photo of the proof of postage. As soon as we have valid proof of dispatch we start the refund — we do not wait for the parcel to arrive.

Return address

Time limit for sending the return

Send the goods back without undue delay and in any event within 14 days of notifying us of your withdrawal.

Returns from outside the European Union

If you are sending a parcel from the United Kingdom, Switzerland or Norway, a customs declaration (form CN22 or CN23) must be attached, marked “Returned goods — no commercial value” and stating your order number. Without this marking the parcel may be held at customs.

We may not need the goods back. In certain cases — in particular for returns from outside the EU, where the cost and complexity of return shipping are disproportionate to the value of the goods — we may waive the return of the goods and simply refund you. Contact us before sending the parcel and we will confirm whether we need the goods back. Where we confirm that no return is required, the refund is issued within the usual timeframes and you incur no shipping cost.

6. Return shipping costs

Withdrawal (change of mind). You bear the direct cost of returning the goods. We recommend a tracked service and keeping proof of postage until the refund is complete.

Faulty, damaged or incorrectly supplied goods. We bear all return shipping costs. In most cases we do not ask for the goods back at all — see section 8.

7. Condition of returned goods and refunds

Condition

Please return goods in the original packaging where possible — this speeds up processing. Units with an intact hygiene seal may be returned (see the exception in section 4).

You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In that case we may reduce the refund proportionately to the extent permitted by law.

Refunds

We refund within 14 days of being notified of your withdrawal.

We may withhold the refund until we have received the goods back or until you have supplied proof of dispatch, whichever is earlier. In practice, once you send us valid proof of dispatch the refund is usually issued the same day.

We refund the price of the goods and the €4.95 delivery charge where the entire order is returned. Where part of the order is returned, we refund the price of the returned goods.

Refunds are made to the original payment method. If you paid through Klarna, the refund is processed through Klarna and credited against your Klarna order.

You will not incur any fee in connection with the refund.

8. Damaged, faulty or incorrectly supplied goods

Your legal guarantee is two (2) years from delivery. No 48-hour or other shortened reporting deadline applies.

If your order arrives damaged, the product is defective, or it does not match what you ordered, email customer support at [email protected] as soon as reasonably possible and, where possible, attach:

• photographs of the product;
• photographs of the outer packaging;
• a photograph of the carrier's shipping label;
• a short description of the problem.

Once confirmed:

• We send a replacement at our cost, at no additional expense to you. As a rule we do not ask for the original item back.
• If you prefer a refund, or if a replacement is unavailable, we refund the full price of the goods concerned together with the delivery charge you paid.
• If we do ask you to return the goods, we pay the return postage — we will either provide a prepaid shipping label or reimburse your postage costs.

This does not affect your statutory rights, including the right to repair, replacement, a price reduction or termination of the contract in the cases provided by law.

9. Complaints

Complaints are accepted by email to customer support at [email protected]. We acknowledge receipt within one (1) business day and aim to provide a substantive response within 14 days.

If we cannot resolve your complaint, you may contact the competent consumer protection authority in your country of residence. Contact us and we will tell you which authority applies in your case.

10. Frequently asked questions

11. Contact

Full terms of sale are set out in our Terms and Conditions.