FAQ
(Frequently Asked Questions)
- My Order
- Payment
- Delivery
- Registration
- How do I check my order information?
You receive your order information by email. So it's very important to enter the correct email address during checkout. Otherwise, you cannot receive any confirmation of your order.
After place your order you will:
- receive your order details immediately;
- receive the payment receipt later if you paid;
- receive the shipment info when your order is shipped;
- receive updates if needed.
If you are a registered user, you can login to your account and check current order status and the history of all orders.
Can I place an order without signing in?Yes. Even if you don't have a HerbsPlaza Account, you can still purchase our products as a guest. However, we suggest creating an account.
If not logged in, each new purchase you are always required to repeatedly enter accurate customer information in order to receive notifications on your order information.
You may place orders without signing in, but it's very important to enter the correct email address during checkout. Otherwise, you receive no information about your order and we couldn't contact each other.
Can I order products not listed online?If you need some products that cannot be found on the web-shop, please contact us by email. Maybe they can be added online for pre-order.
Some products can be found by searching on the web-shop, but they are not visible when you are not signed in with a HerbsPlaza account.
As a registered member of HerbsPlaza, you can access more products and services.
QuestionQuestion - Accepted payment methods?
You can pay your order during online checkout by PayPal or by credit card.
We also offer local options for customers of some countries, such as Dutch iDEAL, Belgium Bancontact, French Carte Bancarie, and SOFORT in some European countries
In addition it would be possible for you to pay your order with SEPA bank transfer. All consumers with a bank account in any EU country can pay for their online purchases with SEPA bank transfer.
How much do I pay for shipping?You can check the general information on the shipping costs page. For your reference it lists the minimum shipping rates to different countries.
The real shipping costs depend on the destination country of your order, the courier selected by you and the weight of your parcel. It can be offered instantly by system during placing orders.
We don't have the free shipping service at the present.
Can I cancel a paid order for full refund?Yes, it's possible to process the full refund amount as online store credit.
If you want to cancel your paid order that is not shipped yet, please contact us soon. We will give you store credit for the full refund, that can be used when you place new orders in the future.
It's possible for you of course, to ask transferring the refund to your own bank account, but you will be charged a little reasonable refund processing costs. To read our Terms about payment for more information.
- Do you ship orders to my country?
We ship orders in the EU and also to some countries outside the EU. All parcels are dispatched from The Netherlands.
When placing orders on our web-shop, you can select a destination country during checkout.
If your country is not on the list when ordering, please contact us as we might have to make special arrangements.
What couriers deliver my parcel?We rely on a network of external shipping partners, including international companies DHL, DPD and PostNL, to get your order to your shipping address as soon as possible.
If orders are shipped to a country outside the Netherlands, after the parcels arrive in the destination country, It could be possible that the parcels are taken over and delivered by a local transport company.
You can select the courier service you like during placing orders.
How soon can my order be shipped out?Usually we ship it out within 1-2 business days after receiving your order payment.
If some item is a pre-order or out of stock, we will notify you soon via email to let you know when it will be available, or provide you with available options.
Our goal is to get your order to you as soon as possible, and we appreciate your patience and understanding.
Can I track and trace my parcel?Yes, all shipments we offered are trackable. If you find tracking problems for your parcel, please contact us soon by email.
You always receive the shipment information with the tracking link when your parcel is dispatched.
To avoid missing the delivery time, please keep an eye on your parcel by tracking the shipment. We hope you can receive it without problems.
When will my parcel be delivered?If your order is shipped to EU countries, UK and Swaziland, the estimated delivery time for the package is between 2 to 7 business days. To other countries outside the EU it takes more time.
The delays may occur beyond our control, that could be caused by courier's problems, a country's customs or other irresistible reasons.
To check on the track & trace page you can always find the latest information about your parcel. If you have not seen any new updates in your track and trace for 5 days, please contact us soon by email. We will help start an investigation.
I haven't received my order?It's possible that your parcel is delivered to a pickup location. Normolly you will receive a notification via email. Please collect your parcel as soon as possible. Your parcel will be held there for a storage period of several days. If you have not receive your parcel and any notification within two weeks after it's shipped, you should contact us as soon as possible. If you contact us too late, maybe the parcel is returned or lost. It's difficult to help solve the delivery problem or claim with transport companies. To avoid missing the delivery time, please keep an eye on your parcel by tracking the shipment.
- What benefits for a registered user?
Yes, there are many benefits for registered users.
They can be:
- to manage orders and check the history of them;
- to access more products, information and tools;
- to get additional discounts per order;
- to have a full refund option for cancellations ;
- more.
So we suggest creating an HerbsPlaza account.
Why can't I login after registering?After submitting the registration form and confirming your account via email, you can login to HerbsPlaza.com.
Maybe you completed the register form and even placed an order successfully. But if you didn't confirm your account via your email, it's not possible for you to log in because your account is not activated yet.
You need to check your email message (possible in the Spam folder) about New Account Confirmation, and confirm your account. If you have any problems please contact us.
