Frequently Asked Questions (FAQ)

Below you will find a list of our most frequently asked questions. We hope this will  answer any questions you have regarding Nourished ordering, shipping and returns process as well as our privacy, security and ingredients policy. 

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 whole of EU! 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 €6,95 within the Netherlands for packages weighing UNDER 20 kg. 
 
Postage to Belgium and Germany is charged at a flat rate of €6,95 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. 

Promotions, Offers & Special Deals
When is your next promotion?
We send a fortnightly newsletter that will often include promotions, offers & special deals. You can sign up to the newsletter by joining the Nourished Family loyalty program. 
 
We also promote special sales or weekend offers on social media. Make sure you follow our Facebook  & Instagram pages to ensure you don’t miss out! 
 
My discount code won't work!
We use special codes for discounts and offers. Please make sure you carefully read the T+C’s of the offer!  

Codes need to be entered correctly into the GIFT CARD OR DISCOUNT CODE field in the checkout in order for them to apply.
 
You cannot enter/redeem more than one discount/offer in the same order. Ie: A Gift Card  and a discount code cannot be used together. The codes must be entered correctly at the checkout when placing the order for them to apply.  No refunds will be given for codes entered incorrectly or left out. 

Discount codes cannot be applied to Nourished Gift Vouchers, and other select items and packs. Please refer to each individual product description for any exclusion notification. 
 
Do you honour prices for sale items that are out of stock?
All of our promotions are strictly while stocks last only.  We are unable to take pre-orders or honour sale prices after the promotion has ended.
We cannot refund you if an item you previously purchased is now on sale or part of a promotion. 

Orders

How do I know if my order has been successful?
Once you have placed and paid for your order you will receive an order confirmation via email. If for any reason your order was not successful it should tell you on the payment screen. 

Can I cancel or amend my order once I have submitted it?
As your order is processed & packed immediately for fast delivery, changes cannot be made once you have submitted it through it the checkout. Unfortunately we simply cannot add to your order, change an item in your order, or cancel it once it has been been processed through our checkout. 
If you have changed your mind on an item you have ordered, you are free to send it back for a credit voucher within 14 days of purchase as long as it is unopened & unused. In this circumstance you will be required to pay for your return postage. 

What if you are unable to send an item I have ordered?
In the rare instance that we are sold out of a particular item it will be announced within the product description. If the out of stock item is expected to be back in stock within two weeks of your order we will wait to send all of your items out together in the one parcel. If the out of stock item is expected to not be back for more than 2 weeks we will get in touch with you via email and offer to send the remaining items of your order asap. 

What type of packaging materials do you use?
At Nourished we are all about a healthy you & a healthy planet!

Our boxes are made with recycled cardboard and are recyclable when you are finished with them. Our recycled brown paper we use to fill/wrap your packaging is 100% biodegradable and sustainable. 
Any plastic used to protect your products has been re-used & recycled. 
 
I forgot to add my discount code!
Discount codes can not be applied after orders have been placed & processed. Please read the offer and T&C’s carefully before processing your order and payment. 

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. Due to the nature of sex-related & sanitary products, returns and exchanges on these products are not possible. 

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:

Nourished Nederland B.V.
Burgemeester Loeffplein 70E
5211RX 's-Hertogenbosch
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:

Nourished Nederland B.V.
Burgemeester Loeffplein 70E
5211RX 's-Hertogenbosch
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. 

Pricing & Ingredients Policy

Where are your products sourced from?
Our expertly curated collection of clean & green products are sourced from ethical brands from Australia, New Zealand & beyond that do not test on animals, consider their environmental footprint at every part of production, and are actively involved in creating the change they wish to see in the world. 
Our products come from Australia, New Zealand, the Americas & Europe. Our products hold many eco-certifications including Certified Natural, Certified Organic, Food Grade and Certified Biodynamic. We aim to be the most considered online beauty & lifestyle boutique in Europe! 

What currency are your prices listed?
All prices on our website are listed in EU Euro’s inclusive of BTW/VAT. 

Discount Codes, Promotions & Vouchers

Do you have gift cards available?
You can purchase Gift Cards here.
You will receive your Gift Card via email within 30 minutes of your order. You can forward the voucher to the lucky recipient or print it out and include it in a card. 
 
Physical Gift Cards may also be ordered. Please request one via the 'Special Instructions For Seller' section at the checkout before you finalise your payment & it will be posted to you.  You will need to include your full name and postal address in your request. Please allow 2-4 business days to receive your physical Gift Card.
 
Multiple gift vouchers cannot be combined. Only one voucher may be used per order. 

Gift Cards are valid for 12 months from the date of purchase. 
NO Discount code, offers or gifts  are eligible on Gift Card purchases.   

How do I use store credits & discount codes?
To use your store credit or Gift Card, please add the code into the "Gift Card Or Discount Code" box at checkout.

To use a discount code, please add the correct code word into the "Gift Card Or Discount Code" box at check out.

Discount codes cannot be applied to already reduced items.

Discount codes cannot be applied to Gift Cards and other select products and packs. Please refer to the bottom of the product description for any exclusion notice.

Discount codes can not be used in conjunction with any other discount code, offer or gift.   

How do I get a discount code?
We will offer discount codes, promotions & gift opportunities in our newsletter and on our Facebook and Instagram page from time to time. All discounts & offers are available strictly during the dates provided on each specific offer and cannot be back or forward dated. Alternatively you can also ‘purchase’ a discount code with your Nourished Family loyalty program points. You can sign up via the Nourished Family page. 

Can I be refunded the amount of my credit, Nourished Family points or voucher?

Credits, Friends of Nourished Points and Gift Cards must be redeemed at checkout & cannot be redeemed for cash. Gift Cards cannot be applied after your order & payment is processed at checkout.

My Discount Code isn't Working?
Our special offers have a discount code linked to them that can be entered at the checkout in order to redeem the offer. If your code is not working please make sure you have entered the code correctly. If it is still not working please read the offer carefully including the T&C’s. 

To use a discount code, please add the correct code word into the "Gift Card Or Discount Code" box at check out. Discount codes cannot be applied to already reduced items. 

Discount codes cannot be applied to Gift Cards and other select products and packs. Please refer to the bottom of the product description for exclusion notice.

Discount codes can not be used in conjunction with any other discount code, offer or gift.   

When does my Gift Card expire?
Your Gift Card will include a written expiry date on the physical card. The expiry date given will be 12 months after the purchase of the Gift Card. You have until that date to redeem the Gift Card.  The Gift Card expires as soon as the specified date arrives (ie: 12:01am Central European Time). Please contact customer service on hello@nourished.nl prior to the date if you have any difficulty redeeming your Gift Card. Please note that no extensions can be given on expiry dates of Gift Cards. 

Can I use a Discount Code on an already reduced item?
No further discounts can be applied to already discounted items. Discount Codes will be applied to all full priced items at the checkout only. 

Can I use more than one Discount Code in an order?
Only one Discount Code, Offer or Free Gift can be applied to any one order. 

Newsletter

Do you have a newsletter?
Absolutely! We have a fortnightly newsletter packed with education about all things clean & green living, offers, events and our fave products. 
The easiest way to subscribe is to join the Nourished Family loyalty program. Alternatively you can also sign up here 
 
How do I unsubscribe from your newsletter
All of our newsletters include an unsubscribe link for you to use if you decide you no longer want to receive it in the footer.