Frequently Asked Questions

Delivery times within the Netherlands

• You will automatically receive an email containing all transport information such as shipping date and current location.

The packages are usually offered on working days between 9 a.m. and 7 p.m. All mentioned delivery times are calculated by PostNL and are subject to change. Errors and changes are reserved and are therefore not binding. The indications below do not apply to Europe shipments.

PostNL – Shipping & Delivery

PostNL in The Netherlands and Belgium

• You will automatically receive an email containing all transport information such as shipping date and current location.

Not present?
If you are not home during the first delivery attempt of a package or registered letter, you will receive a message from the delivery person with a non-home code on it. With this code you can indicate on the same day until 10 p.m. where you want your package delivered the second time. PostNL can also choose to offer your package to your neighbors without additional service or to deliver it to a PostNL pickup location. All information regarding your shipment can be found in the Track & Trace email.

Neighbor delivery?
PostNL delivers to the neighbors as standard. If not desired, you can choose an extra option to not deliver your shipment to the neighbors.

PostNL – package delivery without ringing
When the customer is not at home, PostNL can deliver the package or to the neighbors or leave it in the letterbox. PostNL may deliver a shipment to the addressee without ringing in the following situation: The shipment fits through the letterbox and is smaller than the standard letterbox format (38 x 26.5 x 3.2 cm) & it is a shipment without additional service (Registered, Insured service, Payment service and the like)

Pick up at a PostNL pick-up point
Do you prefer to pick up your order at a local PostNL collection point? Then Star Remedies delivers your shipment to one of the more than 2400 PostNL collection points. With so many locations, there is always a PostNL point nearby.

PostNL pickup point
Pick up at PostNL pick up point + € 0.00

Benefits of “PostNL Pick-up point”

• Pick up the shipment if you like (1 week)
• You can choose from more than 2400 locations in the Netherlands & Belgium
• Many collection points are also open in the evening
• You don’t have to wait for your shipment and postman
• Extra early delivery at PostNL collection point is possible

How does it work?

• Choose the “Pick up at a PostNL location” option under “Delivery options”
• Next, the nearest PostNL location will appear
• You can adjust the collection location by clicking on the name of the PostNL collection point
• You will receive an email from us as soon as the order is shipped. Depending on your choice, your order will be ready the next day from 8:30 AM or from 3:00 PM to 4:00 PM.
• Pay attention! Take proof of identity to the pick-up location
• Nothing will be sent to your billing address

UPS – Shipping & Delivery

UPS
• You will automatically receive an email containing all transport information such as shipping date and current location.
• You sign for your package upon receipt

Not present at the case?
Business customers: UPS offers the package to you 3 times, if you are not at home after this, UPS will leave a contact request with you to create a new one delivery date at a time you prefer.

Not present at home?
Private customers: UPS offers the package to you once, if you are not at home after this, the package will be offered once to the neighbors. If not at home, UPS will leave you a message that you can pick up your package at the nearest UPS Access Point in the Netherlands and UPS Access Point in Belgium

Neighbor delivery?
UPS delivers to the neighbors as standard.

Determine your delivery time yourself with UPS MyChoice
Home deliveries that fit in your agenda. You no longer have to worry if you cannot be home when your package arrives. You must be able to decide on your most valuable asset – your time. When you sign up for UPS My Choice®, we alert you about incoming shipments and give you the flexibility to reschedule, forward or have your packages collected for collection at a UPS customer center when you are not available to receive your receive packages. With your UPS My Choice membership, you can set your preferences – such as text alerts, voice messages or e-mail – and set priorities for managing your UPS home deliveries. Sign up

UPS Access Point – pick up when you want it
UPS Access Point locations are conveniently located places, such as local supermarkets or other local companies, where packages can be delivered or picked up easily. With locations that are also open on weekends or evenings, the UPS Access Point locations are designed to make life easier for you. UPS approves all UPS Access Point locations before UPS starts using them, and UPS then supplies these access points with the latest technology. So you can rest assured that your package is in safe hands and that you have picked it up in no time. Make sure you bring your official or government issued identification to pick up your package. If you do not make a choice during the ordering process, we will select the UPS Access Point for you based on your current billing address.
Overview: UPS Access Point in the Netherlands and UPS Access Point in Belgium

Free shipping*

Netherlands, Belgium, Germany and Luxembourg: From € 95

Denmark, France, Italy, Austria: From € 125

Finland, Hungary, Ireland, Poland, Portugal, Spain, Czech Republic, Sweden: From € 135

Cyprus, Bulgaria, Greece, Iceland, Croatia, Malta: From €145

*not applicable for companies/therapists with multi-packages/heavy shipments

The Netherlands

PostNL Parcel Post
The shipping costs for delivery addresses in the Netherlands are € 6.50 for all orders with a total order value that is lower than € 95. For orders over € 95, no shipping costs will be charged within the Netherlands.

Delivery time: 1 business day / 24 hours*
Rate starting from: € 6.85

Delivery times are indicative and you should always keep a close eye on your track & trace

Belgium

The shipping costs for delivery addresses in Belgium are € 9.95.

Delivery time: 1 business day / 24 hours*
Rate starting from: € 9.95

Luxembourg

The shipping costs for delivery addresses in Luxembourg are € 13.50.

Delivery time: 1 business day / 24 hours*
Rate starting from: € 13.50

Delivery times are indicative and you should always keep a close eye on your track & trace

Europe shipments with PostNL

Delivery time: 1 business day to 7 business days; depending on region
Rate starting from: € 9.95

Intra-Community deliveries

For foreign consignments, which fall under intra-Community deliveries, valid VAT numbers are required. If you specify a valid foreign VAT number when ordering, your order will fall under EU intra-Community supplies. You can verify the validity of your VAT number at Taxation and Customs Union .
You can enter your European VAT number during checkout so that the intra-Community VAT reduction takes place automatically based on the VIES verification.

Outside EU shipments
For shipments to countries outside the EU, local VAT, import duties and customs charges may apply; these charges are not included in our prices and are the responsibility of the customer.

Right of withdrawal

• Contact our customer service at 020 – 659 32 28 or by email .
• Make sure you have a thorough outer packaging and only return complete products
• Make sure that you send your package sufficiently prepaid to:

Return address
Star Remedies B.V.
for returns
Sloterweg 150
1170 CV Badhoevedorp

Important
You can exchange or return a product within 14 days without giving a reason, starting on the day you receive the product. The product must then be complete and be in its original packaging (if reasonably possible). Products that are damaged, used or incomplete are not eligible for exchange or refund. This 14-day cooling-off period applies exclusively to consumers. Any costs and the risk of returning are at the expense of the customer.

Personal and Perishable Products (All (Bach) Blossom Remedies, Indigo Essences, Animal Essences, Other Blossom Essences, Essential Oils, Manuka Honey, Nutritional Supplements, Nutrition, Supplements, Deodorants and Soaps) can only be returned if the package is sealed.

Excluded from the right of withdrawal
Glassware (all variants incl. Pipettes) and silver oil pendants are excluded from the right of withdrawal for hygienic reasons.

Cooling off period
After receiving your order, you have the product on display for 14 days (cooling-off period), starting on the day you receive the product. Within this period you have the option to cancel or exchange the purchase.

If you want to use the cooling-off period, follow the following procedure:

• Notify customer service within 14 days of receiving your order that you want to use this time.
• Products with a warranty closure can be returned if the warranty closure is not broken. Return the product undamaged and if possible in original packaging. Save the shipping code as proof of shipping. The costs and the risk for the return shipment are for your own account.

Star Remedies B.V. reimburses all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer notifies him of the cancellation. Unless Star Remedies B.V. offers to collect the product himself, he may wait to pay back until he has received the product or until the consumer proves that he has sent back the product, whichever is the earlier. Star Remedies B.V. uses the same payment method that the consumer used for reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

Model form for cancellation
(only complete and return this form if you wish to withdraw from the contract)
– To: Star Remedies B.V.
Sloterweg 150, 1171 CV, Badhoevedorp
info@starremedies.nl

– I / We * share / hereby inform you that I / we * our agreement regarding the sale of the following products:

*
the delivery of the following digital content: [indication of digital content] * the provision of the following service: [indication of service] *, revoked / revoked *

– Ordered on * / received on * [order date with services or receipt with products]

– [Name of consumers (s)]

– [Consumer address (s)]

– [Signature consumer (s)] (only when this form is submitted on paper)
* Delete what does not apply or enter what applies.

Rights, Property, Price Change

All rights reserved. Price changes subject to change. Publication errors with reservation. The use of our products is entirely at your own risk, in the event of persistent complaints we advise you to consult a (treating) doctor or therapist.

The products in our store are not a substitute for medical treatment. It is always necessary to consult your doctor.

Warranties
In the unlikely event that there is something wrong with a product that you have purchased from us, you can of course appeal to the guarantee to perform it. If something is wrong with your product, please contact us (by telephone or by email). We will then sort out e.e.a together with you. If the problem has been determined, we will send you the return instructions by e-mail.

Complaints and Feedback

Service and customer satisfaction are our top priorities. If you still have a complaint or comment about your order, our website or other matters, you can contact our customer service .

It is of course annoying if you have a complaint about our products and / or services. We would like to help you further and offer a desired solution. You can mail to: info@starremedies.nl. Our employees in the complaints department will review the complaint and try to resolve the complaint to everyone’s satisfaction. After receiving your complaint you will receive a confirmation from us. We will respond to your complaint within 14 days of receipt. If it requires more time, we will inform you of this. If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk where we are affiliated. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/consumers/ If the complaint is not yet being processed elsewhere, you are free to file the complaint. deposit via the platform of the European Union.

If this does not lead to a solution, it is possible to register your dispute for mediation via Webshop Keurmerk. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/odr . If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.

Environmentally friendly packaging

Our filling material is composed of 100 percent natural raw materials: air, water and vegetable starch. It is, as the Fraunhofer Institute has confirmed, biodegraded within a very short time and is harmless to the environment. Flo-pak BIO can also be reused, thrown away or composted and is 100% soluble in water.

Our corrugated cardboard packaging consists of more than 70-80% recycled paper, making it a contribution to the environment and produced from renewable resources. (Paper container in your area)

All products remain the property of Star Remedies B.V. until the entire invoice amount has been paid. Errors and price changes reserved. All agreements are subject to the terms and conditions of Star Remedies B.V. Star Remedies B.V. reserves the right to cancel orders. It is possible that some products are difficult to deliver and that some orders have to be specially made to measure. You can read the general terms and conditions here .