Shipping & Returns
SECTION 1: COVID-19 RELATED DELAYS
Due to COVID-19, certain shipping restrictions may apply, and delivery may take longer than usual.
SECTION 2: OUR SHIPPING PROCESS
We will do our best to ship the order as soon as possible. Orders made before 15:00 on business days should normally be shipped the same day. However, we do not always manage to comply with this, for example when products are out of stock.
After we receive your order on our website, the shipping label will be printed, and your order will be packed in our distribution center. Our distribution center is open from Monday to Friday from 09:00 – 16:45. Orders received on weekends or public holidays will be packed and shipped on the next available business day.
In line with our philosophy of doing good in the world, we work with a distribution partner that provides a job opportunity for people who would normally struggle to find a job, including people with intellectual disabilities, people with autism, people with acquired brain injuries, the elderly and retirees, and the long-term unemployed. This means that this is not a company that is open 24/7, and we kindly ask for your understanding.
SECTION 3: DHL Express & Deutsche Post Global Mail
All of our international orders are shipped with either Deutsche Post Global Mail or DHL Express. Shipments in the Netherlands are send with DHL Parcel or DHL Express.
Deutsche Post Global Mail is offered as the standard shipping option on international orders up to EUR 124, but you may choose to ship with DHL Express at a higher shipping fee. Orders from EUR 125 are always shipped for FREE with DHL Express.
Once your order has been shipped, you will receive a confirmation email with your tracking details.
Please make sure to regularly check the status of your order. You will receive update emails with tracking information from Deutsche Post Global Mail or DHL Express.
Your order may in some cases be delivered to the local post office for pick up. Generally, an order will remain available for pick up at the local post office for a period of one month. If you do not pick up your order, it will be shipped back to us. This is outside of our control.
Once we have received the returned order, we can reship the order back to you, but we will charge actual shipping costs for this second shipment, which are higher than the reduced shipping costs we display on our website.
Instead of shipping your order back to you for the second time, you can also decide to receive a refund, but because the shipment had been available for pick up for a month at your local post office, we will deduct EUR 15 as compensation for shipping fees and handling.
If you have any questions about your shipment, you can always contact us at the email below and we will try our best to assist you as soon as possible: email@example.com
SECTION 4: TAXES AND IMPORT DUTIES
Shipments to countries outside the European Union may result in additional taxes and import duties. These additional costs are at the expense of the buyer. Unfortunately, we are not able to confirm the exact amount of this and we recommend that you contact your local customs office. Make sure you understand the rules for importing goods into your country before making a purchase.
If you place an order, which we ship to you, and you decide not to accept delivery of the order because it turns out to be subject to duties or taxes, then this order will be shipped back to us. Upon receipt of the returned order, Van Den Broek Life shall only refund the purchase price minus the actual shipping costs, which includes the costs of the return shipment. Please note that for far away destinations, shipping with DHL Express may cost more than 40 euros per one way shipping.
SECTION 5: SHIPPING TIMES FOR DEUTSCHE POST GLOBAL MAIL
For shipping within the Netherlands and to Belgium, delivery must normally take place within 1 – 3 business days. Unfortunately, we cannot guarantee the exact time of delivery.
Within the European Union/EEA, the delivery time is usually 5 – 10 business days, from the day the order is shipped.
Outside the European Union/EEA, the delivery time depends on several factors, including the destination and time it takes for local customs authorities to process the order. This is out of our control. We have seen that the total delivery time to, for example, Russia and other CIS countries typically takes 10 - 15 business days from the day that the order is shipped.
The aforementioned delivery times are estimates only. Van Den Broek Life is not liable for any loss or damage suffered due to reasonable or unavoidable delay in delivery.
Please note that during the holidays mail delivery is busier than usual. We recommend placing all orders for the holidays as soon as possible to avoid possible shipping delays.
SECTION 6: SHIPPING TIMES FOR DHL EXPRESS
DHL Express is a premium shipment option. For express shipping within the Netherlands and to Belgium, delivery must normally take place within 1 or 2 business days. Within the European Union/EEA, the delivery time is usually 1- 3 business days, from the day the order is shipped.Outside the European Union/EEA, the delivery time can be anywhere from 2 – 5 business days, depending on the destination.
SECTION 7: ACCURACY OF THE DELIVERY ADDRESS
For security reasons, Van Den Broek Life reserves the right to send new orders to the verified billing address or work address of the cardholder. To avoid delays in receiving your order, when placing an order, you must provide the correct billing and shipping information associated with your credit/debit card.
Unless otherwise agreed, delivery will take place at the delivery address specified by you during the ordering process. You are solely responsible for the accuracy of the delivery address provided to us. We do not ship to mailboxes.
For questions about your order, please email us at firstname.lastname@example.org. Always state your name and order number when you email us. We will do our best to help you with your questions.
SECTION 8: SHIPPING RATES
International orders below EUR 50 are typically shipped with Deutsche Post Global Mail at a shipping rate of EUR 6.50.
International orders above EUR 50 are typically shipped with Deutsche Post Global Mail for free, unless you decide to ship with DHL Express at the rates applicable for your shipping destination.
Where this is possible, orders over EUR 125 in product value will be shipped for FREE with DHL Express.
For some countries we only offer DHL Express shipment or offer this as the only option for shipments over EUR 50. This applies for instance to the United States, Kazakhstan, Ukraine and Belarus.
Shipping rates for DHL Express will be calculated upon checkout, and they depend on your shipping destination. We ship to nearly every country in the world, but there are some countries we cannot ship to.
SECTION 9: RETURNS
You can return unwanted items to us within 14 days of receipt (provided they are unused and in their original packaging). Returns that do not comply with our return policy* will not be accepted and will be returned to the customer. After processing returned products, you will receive the full order amount including any shipping costs charged at the time of purchase.
* Returned products will not be accepted, and returned to the customer, if they:
• have been unsealed,
• have been used (with the exception of damaged or defective items),
• have been relabeled,
• have been re-filled,
• have been pierced, or
• if any parts are missing.
Only the costs for returning the order from your home address to our distribution partner are at your own expense. Check your carrier's website for exact rates. If you wish to exercise this right, you must inform us at email@example.com. Van Den Broek Life is not responsible for the shipping method you have chosen to return the products, and you remain responsible to ensure the products are received by us.
Send all unopened products in their original packaging to:
Van Den Broek Life B.V.
Industriepark Vliedberg 16
5251 RG Vlijmen, The Netherlands.
We will refund the amount due within 14 days after the product has been received in good order. It can take up to 10 business days for you to receive the credit on your card, and this depends on the bank's processing time. This can vary widely between card issuers and we cannot influence this. PayPal refunds are available immediately. If you have a complaint or problem with the service received or a purchased product, please contact us firstname.lastname@example.org and we will do our best to help you.