Shipping & Returns
Due to COVID-19, certain shipping restrictions may apply, and delivery may take longer than usual.
We will do our best to ship the order as soon as possible. Orders made before 15:00 on working days will 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 centre is open from Monday to Friday from 09:00 – 16:45. Orders received on weekends 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.
At the moment, orders are only shipped with PostNL, using tracking numbers. Orders will be send first to the Dutch distribution center and from there shipped abroad. Your local postal/postal service takes over the final delivery in your country.
Once your order has been shipped, you will receive a confirmation email with your tracking details. We find that the most accurate website to track your shipment is https://www.17track.net/. Sometimes packages are held up in the local distribution center in your country. We can't control this. You can verify this with the postal delivery company in your country.
Please make sure you check the shipping status of your order at least once a week. You will receive an email with tracking information from PostNL. Often, more accurate tracking information can be obtained through the website www.17track.net, which is available in many different languages, including Russian.
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. For example, actual shipping costs to Russia start from EUR 15 and shipments to Kazakhstan start from EUR 25.
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 the shipping fees.
If you have any questions about your shipment, you can always contact us at firstname.lastname@example.org and we will try our best to assist you.
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.
For shipping within the Netherlands and to Belgium, delivery must normally take place within 1 – 3 days. Unfortunately, we cannot guarantee the exact time of delivery.
Within the European Union/EEA, the delivery time is usually 5 – 10 working 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 working 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.
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 email@example.com. Always state your name and order number when you email us. We will do our best to help you with your questions.
Australia, Austria, White Russia, Belgium, Brazil, Canada, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Serbia, Singapore, Slovenia, Slovakia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Kingdom.
Shipments to another country not listed in the previous list shall be subject to the following rates:
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 firstname.lastname@example.org
Send all unopened products in their original packaging to:
Van Den Broek Life
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 email@example.com and we will do our best to help you.