Verzenden en Retourneren

Shipping & Delivery
How do I get free shipping?
You can ‘purchase’ a free shipping code with your Nourished Family points. Simply log in to your Nourished Family account to see your points balance and redeem for your choice of reward. 

Do you ship internationally?
Whilst we don’t ship worldwide, we do ship throughout the EU & UK! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection. All import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer's responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with purchase. 

How much is postage?
For standard NL shipping we charge a flat rate of €4.95 within the Netherlands for packages weighing UNDER 20 kg. 
 
Postage to Belgium is charged at a flat rate of €7,50 and will be sent International Express via DPD or GLS (NB: EXPRESS packages over 9kg will be charged extra postage costs.)

Please read the terms & conditions of the carrier for more information:
DPD
GLS

How long will my order take to arrive?
We ship with DPD & GLS which takes approximately two to four days to deliver within the Netherlands. Please note none of these carriers operate on Sundays. 

This does not apply to weekend orders as well as peak sale periods and peak holiday seasons during which orders may be delayed by up to 48 hours during these periods. Orders placed between 10am Friday and 10am Monday Central European Time are considered weekend orders. 

Delivery timeframes can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers. Thank you for your understanding.
 
USEFUL LINKS:
GLS https://gls-group.eu/NL/nl/faq-regelmatige-zendingen
Contact Number:  0900-1116660
DPD: https://www.dpd.com/nl_privateklanten
Contact Number: 0900-3734663

Can I have my order Express Posted?
Unfortunately we unable to offer Express Postage at this stage. 

How can I track my order?
Once your order is dispatched you will receive an email with your tracking number. You can track your order by clicking on the link provided in your tracking email. 
 
What happens to my parcel if I am not home?
Depending on which shipping option you chose at the check out the answer will differ for this question. 

DPD Pickup Point - Regardless of whether you are home or not your parcel will be delivered to the DPD Pickup Point that you chose at the checkout. You will receive a track and trace email once posted so that you can follow your parcel. If you do not collect your parcel within 7 days it will be returned to Nourished HQ. In this situation you will be responsible for the extra shipping costs to receive your parcel again. 

GLS - After receiving your GLS track & trace you have the choice to deliver your parcel at a GLS pakketshop or at home. If you are not at home at the time of the delivery GLS can offer your parcel to your neighbors. If not GLS will come back the next day, or you choose GLS pakketshop. 

Please read the terms & conditions of the carrier for more information:
DPD
GLS

Can I pick up from the Nourished warehouse?
Unfortunately this option is not available at this time. 

What happens if I entered the wrong delivery information?
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but the postal carrier will eventually return the package to us. Nourished will cover the return fee from the postal carrier, but we will require you to cover the costs to resend this out to you. Once payment for the postage has been received, your package will be despatched again to you. 

Do I have to pay the return to sender fee and a new postage fee if my package is not delivered?
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be your responsibility. 

What if my package goes missing?
If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with the postal carrier. Every missing package will be assigned a unique case number by the postal carrier and can take up to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a shipping fee that will be charged to the customer. 
 
Can you combine my orders and refund my shipping?
Unfortunately due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed through the system to allow your parcel to be dispatched asap. Our goal is to get your order to you asap, so our warehouse works with incredible speed to make this possible! Once an order has been processed through our system, we are unable to make any changes or provide shipping refunds. 

My items arrived broken/damaged ;-( 
If your items arrive broken or damaged, please email us a photograph within 7 days at hello@nourished.nl and we will determine the level of damage and credit or replace the item accordingly. Please do not dispose of the damaged product/s until we have replied to you and determined what action will be taken.

Unfortunately it is not possible for us to accept returns on items that may have triggered an allergic reaction. It is the customers responsibility to be aware of any sensitivities or allergies they may have. 

Returns/Exchanges
What is the Nourished returns policy?
We are happy to offer a store credit on items that are unopened and unused within the European Consumer Guidelines within 14 days of receipt. These must be returned in sellable condition, ie packaging sealed and intact. 
When returning your products we recommend using the box your Nourished order was delivered in rather than a post bag to ensure the product is returned undamaged.
 
Send to:

Dimass Group B.V.
Attn. NOUR-10358
Roermondseweg 28
6081 NV Haelen
The Netherlands

Please enclose a note of explanation for your return. Returns will be processed within 14 days of receipt at Nourished HQ. 

Any Nourished Family points earned on your returned items will be removed from your account. Any unreasonable or excessive returns may be declined at our discretion. 

We do not accept returns on sample items unless they fall within the European Consumer Guidelines. 

If your items arrive broken or damaged, please email us a photograph within 7 days at hello@nourished.nl and we will determine the level of damage and credit or replace the item accordingly. Please do not dispose of the damaged product/s until we have replied to you and determined what action will be taken. 

Unfortunately it is not possible for us to accept returns on items that may have triggered an allergic reaction. It is the customers responsibility to be aware of any sensitivities or allergies they may have. 

How do I return an item?
To return a product, please post them back within 14 days of receiving your parcel to our Head Office at:

Dimass Group B.V.
Attn. NOUR-10358
Roermondseweg 28
6081 NV Haelen
The Netherlands

For any faulty or incorrect items please contact us at hello@nourished.nl as soon as possible. 

Please note that it will take 14 days for your return to be processed once received at Nourished Head Office. Once your return has been processed, you will be issued with a store credit that will be valid for 30 days. 

We do not cover postage costs on ‘change of mind’ returns. This is the responsibility of the customer returning the products. 

Credit vouchers can not be reissued or extended beyond their expiry date. Please ensure you redeem your voucher before the expiry date at noted on the voucher. All credit vouchers and gift cards are valid for 12 months from the date of purchase. Expiry dates are written on each voucher and in your confirmation email. 

Unfortunately it is not possible for us to accept returns on items that may have triggered an allergic reaction. It is the customers responsibility to be aware of any sensitivities or allergies they may have. 

My item arrived damaged. What can I do?
If your items arrive broken or damaged, please email us a photograph within 7 days at hello@nourished.nl and we will determine the level of damage and credit or replace the item accordingly.
Please do not dispose of the damaged product/s until we have replied to you and determined what action will be taken. 

I received an incorrect item/there is an item missing from my order!
If for any reason there is an issue with your order, if it is incomplete or incorrect, please email us at hello@nourished.nl  as soon as possible and include the following information:

+ Your order number

+ The item your ordered

+ The incorrect item you received

We are here to help you get your natural goodies! 

The pump on my product isn't working. 
The pumps used on many of the natural foundations and skin care products are special "air pumps". They do not contain the regular plastic tube, but instead use an air suction technology to pump out the products to allow you to get every last drop out. Often these bottles need to be tapped on a hard surface to unlock any air pockets, followed by a few firm pumps to get the product flowing the first time you use it. Please try this before contacting our Customer Service. 

How do I order an item that is currently out of stock, will you be getting more in?
We have a very busy boutique and our products sell out quickly. We do our best to always have enough in stock however, as most of our products come from Down Under there can be a delay. 

If an item you wish to purchase is out of stock, please click on the "notify me when back in stock" button on the product and we will send you an email notifying  you when it is back in stock. 

Can I return an item I purchased on sale?
Unfortunately items purchased on sale are not eligible for a return, refund or exchange.