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Customer Help

Our customer care team is here to assist.

Common queries answered

Frequently Asked Questions

Our customer service page maintains a list of frequently asked questions. Is your question not listed, or do you have other comments? Then use our contact form at the bottom of the customer service page.
Common purchase queries answered

Orders and Shipping

Orders for which payment has been completed can be delivered from 2 working days. The actual delivery time depends on the delivery address/country and the delivery service chosen by you.

In your shopping cart you will find the different delivery services and the delivery time. Completed orders are delivered the next working day to the delivery service of your choice.

The confirmation email contains the delivery service, the estimated delivery date and the track & trace code. The current delivery date can be found via the track & trace.

Our delivery partners state “It’s very busy with online orders. Unfortunately we cannot deliver everything on time. Some packages are delayed.”

  • The delivery time is based on the normal service of the delivery services, but these are not guaranteed.
  • The delivery time does not include the time required for customs clearance (shipments to countries outside the EU or some territorial areas within the EU).
  • For the delivery time to the Dutch Wadden Islands, an extra transit time of 2 days applies.

As a customer of Botanical Vitamins, you have the option to dissolve (cancel) the agreement (order) without stating reasons during 14 days. Because Botanical Vitamins offers products and services from different categories, there may be exclusions from your right of withdrawal.

If you want to make use of your right of withdrawal, keep the following in mind, among other things:

  • An important exclusion from the right of withdrawal are products that can spoil or age quickly and hygienic products whose seal has been broken. Read article 8 of the Terms and Conditions for more exclusions.
  • Orders that have already been shipped can be returned, but in that case the costs of return will be at the most for your account. Use a delivery service with track & trace so that no dispute can arise if Botanical Vitamins has not received the return.

Read articles 6, 7 and 8 from the Botanical Vitamins Terms and Conditions to learn more about your right of withdrawal.

If you want to make use of your right of withdrawal, please contact us via our contact form at the bottom of the customer service page.

Creating an account is not required to place an order. It is useful to find the status of orders. You can also find discount codes in your account and you can change your address details.

You can create an account during the checkout of an order. Under your billing information you can check that you want to create an account (if an account is already known, this option will not be visible).

Do you want to create an account, but not place an order? Then go to the My account page. Enter your e-mail address and then click on the ‘register’ button.

You will then receive a welcome email. It contains an automatically generated password and a link to the My Account page. In addition to your details, you can also change your password on the My account page.

If you have placed an order, it is important to contact us immediately via our contact form at the bottom of the customer service page. We can then still change the address details before your order is offered to a delivery service.

We can no longer change the address after it has been presented to the delivery service!

If the address does not exist at all, your order will be returned to us. But if it is an existing address, there is a good chance that the resident of this address will receive your order. It is therefore useful in such a case to immediately contact the resident of the incorrect address.

We cannot claim the delivery guarantee of a delivery service if your order has been delivered to the specified address.

If you have entered an incorrect shipping address with an order, it is important to act quickly. See ‘What should I do if I entered an incorrect shipping address?’ For more information.

If you have created an account at Botanical Vitamins, you can change the address details in your account for new orders.

Then go to the My account page. Choose ‘Address’ in the menu on the left and then click the ‘Edit’ button next to the address you want to change.

You will be informed by email about the different order statuses.

You will receive an email when payment of an order has been received, sometimes it takes up to 15 minutes before we receive a completed payment from our payment partners.

You will receive an email when the order has been offered to a delivery partner. Depending on the delivery partner, this email also contains the track & trace data. Are there no tracks & trace data in this email, you will receive an email later with the track & trace data.

If you have created an account at Botanical Vitamins, you can also find the current order status in your account.

Then go to the My account page. Choose ‘Orders’ in the menu to see an overview of your orders.

We store the order data (products, billing and delivery data) and the payment data, the chosen payment method and the status of the payment. Your personal payment details are not known to us and cannot be saved.

We process payments via Mollie and Stripe. These are 2 of the largest payment partners worldwide. Your payment is handled by these partners in a secure and encrypted environment.

When processing payments, some of your data is passed on to Mollie or Stripe, including information that is necessary to process or support the payment, such as the purchase total and billing information. Mollie en Stripe passes this information on to selected payment providers.

Your full personal payment details, bank account (at most the last few digits) or credit card details are not communicated back to us by the payment providers and cannot be kept by us.

Read more about how we handle privacy-sensitive information in our Privacy Policy.

Yes, we charge sales tax for orders shipped within the European Union.

The amount of the rate depends on the type of product and to which country the order will be shipped.

In most countries, there is a low rate for food products and a high rate for other products.

We do not charge sales tax for orders outside the European Union.

We ship basically to all countries, worldwide.

All products on the website are legally permitted in the Netherlands. Under no circumstances does Botanical Vitamins ship products to countries that we know are not allowed.

However, we cannot provide any information about the legal status of a product in a country. The list of countries subject to shipping restrictions, as indicated on each product page, is not exhaustive; no rights can be derived from it.

You as the buyer take all responsibility for any customs duties or fees. Also, Botanical Vitamins will not refund orders seized by customs.

Read Articles 17 and 18 of the Botanical Vitamins Terms and Conditions  to learn more about what the additional provisions to be.

We strive to ship everything in one package when ordering multiple items.

Exceptions may arise if one of the items is not in stock in warehouse 1, but is in warehouse 2. Also, the size or fragility of an item could mean that we ship that item separately.

You always only pay shipping costs once, even if due to circumstances your order is split into multiple packages/deliveries.

No, we do not sell items that we cannot deliver.

You can, however, leave your email address on the product page in the webshop so that you will receive an email as soon as the item is back in stock.

Common return queries answered

Returns and Exchanges

As a customer of Botanical Vitamins, you have the option to dissolve (cancel) the agreement (order) without stating reasons during 14 days. Because Botanical Vitamins offers products and services from different categories, there may be exclusions from your right of withdrawal.

If you want to make use of your right of withdrawal, keep the following in mind, among other things:

  • An important exclusion from the right of withdrawal are products that can spoil or age quickly and hygienic products whose seal has been broken. Read article 8 of the Terms and Conditions for more exclusions.
  • Orders that have already been shipped can be returned, but in that case the costs of return will be at the most for your account. Use a delivery service with track & trace so that no dispute can arise if Botanical Vitamins has not received the return.

Read articles 6, 7 and 8 from the Botanical Vitamins Terms and Conditions to learn more about your right of withdrawal.

If you want to make use of your right of withdrawal, please contact us via our contact form at the bottom of the customer service page.

Firstly, apologies for the inconvenience. Something must have gone wrong while collecting your order.

In order to send you the correct article as quickly as possible, it is best to send an email, for example as a response to your confirmation email, stating which article you have received incorrectly.

We also ask you to attach a photo of the total order received to this email.

We will then contact you to let you know how you can return the item. And send you track & trace information about the shipment of the correct item.

Firstly, apologies for the inconvenience. Something must have gone wrong while shipping your order.

In order to send you a new article as quickly as possible, it is best to send an email, for example as a response to your confirmation email, stating which article you received damaged.

We also ask you to attach a photo of the total order received to this email. Specifically, a photo of the damaged item and, if possible, the postal box. We will then discuss with the delivery partner whether we can recover the damage and how we can prevent the damage in the future.

We will then contact you to let you know how you can return the item. And send you track & trace information about the shipment of the new item.

After consultation with the customer service team, an item can be returned to:

Botanical Vitamins
attn. Returns
Hoekweg 24
1608EP Wijdenes
The Netherlands

Use a delivery service with track & trace for this so that no dispute can arise if Botanical Vitamins has not received the return.

Make sure to include your order number (the number that starts with #) for quick processing.

Is your question not answered, or you have other comments?

Get in touch with us

Our distribution partner states “It is very busy with online orders. Unfortunately we cannot deliver everything on time. Some packages are delayed.”

If you have a question about your order, please state the order number.

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