Customer Service

On this page you will find information about:

Order process

Payment

Shipping Fees and Delivery Times

Returns

Model withdrawal form

 

ORDER PROCESS

Please note that you are entering into a purchase agreement with Reina Organics by ordering a product at this website. Also note that all prices mentioned include VAT.

Minimum order amount is € 20 excluding shipping costs.

You must be over 18 years of age to place an order at our webshop.

Webshop order process

1. Add your product to the shopping cart and head over to checkout

You can easily follow the order process of our webshop by adding your product(s) to the shopping cart, using the blue “Add to cart” button. If you are done shopping, click on “Checkout” on the top right part of the screen or the Shopping cart symbol.

2. Billing information

Fill in your personal information carefully to enable correct shipping. Then, select whether you desire shipment to your own address or another address.

3. Choose payment method

Choose your preferred payment method. You can choose to pay with iDEAL, credit card or Cash on Delivery.

4. Check your order

Before proceeding to payment, you can check your order, the total amount including shipping costs (if applicable) and check whether your personal information is correct. You can also make changes to your order at this stage or still add items to your cart. Everything correct? Then click the “Complete my purchase” button.

Please note that if you choose for Cash on Delivery payment, there is an extra fee of € 9.50 which will be manually added to the total order amount.

5. Payment

You will now be requested to make the payment for your order. In event of payment by iDEAL or credit card, you will be redirected to a secure environment to process your payment. As soon as your payment has been received, your order will be processed.

6. Confirmation by Reina Organics

Reina Organics will send you an order confirmation by email.

 

PAYMENT

Reina Organics offers the following payment methods: iDeal, Bancontact / Mister Cash, Credit Card (Visa and Mastercard) or Cash on Delivery.

All orders with a delivery address outside the Netherlands need to be paid in full before shipment.

iDEAL

This payment method is available only for holders of Dutch bankcards.

iDEAL is currently the most used payment method for online purchases in the Netherlands. iDEAL allows you familiar, secure and easy online purchasing. You make your payment in your familiar Internet Payment Area, based on specific security measures of your own bank. You can start using  iDEAL immediately.

How does  iDEAL work?

You  place your order with Reina Organics. At the checkout of your order, you can specify that you want to pay with  iDEAL. Click on the  iDEAL payment button and select your bank. Then you will be redirected to your own bank where the payment order will be ready. You will be asked by your bank to fill in a number of details and then you authorize the payment. The amount is directly debited from your account and Reina Organics is informed that the order is paid.

Bancontact / Mister Cash

This payment method is available only for holders of Belgian bankcards.

You make your payment in your familiar Internet Payment Area, based on specific security measures of your own bank

Credit Card

Reina Organics accepts Visa and MasterCard credit cards for your order. You can safely enter your credit card information through our secured SSL procedure. Reina Organics will take care of a correct process of your payment with your credit card company.

Reina Organics does not keep any credit card details.

Cash on Delivery (Onder rembours)

This payment method is available only for orders with a delivery address within the Netherlands.

The shipping company will collect the full amount due from you, payable by cash, upon delivering your order.

If you choose for Cash on Delivery payment, there is an extra fee of € 9.50 which will be manually added to the total order amount.

 

RETURNS

Please read the entire text.

Reina Organics will offer a refund on unopened items returned to us within 30 calendar days of receipt provided they are in their original resalable condition. Should any item(s) be sent back after 30 days from the date of order receipt, no refunds will be processed. Please make sure to check the parcel content upon delivery and to contact Reina Organics within 72 hours in case of missing or damaged items.

For reasons of hygiene Reina Organics is unable to offer refunds on any opened or used goods unless they are faulty.

Which products can be returned?

In order for a refund to be processed, please make sure that the items you return meet the following requirements:

  • The products are unopened and in the original packaging. The cellophane or seal, if any, may not be opened;
  • The products must be complete. The product must not be used and without any damages.

Exceptions

Products which are clearly personal in nature may not be returned. These products are marked with “**” in the name.

Return process
To return any items to Reina Organics, please, follow these steps:

1. Request a Return Number  – In order to obtain your Return Number simply send an e-mail to info @ reinaorganics.com or use the Contact page on www.reinaorganics.com. When requesting your Return Number, provide your order number and which items you wish to return. Returns cannot be processed without a Return Number.

If you have chosen for Cash on Delivery as a payment method for your order, you need to include your full bank details in the email too.

2. Return items – Once you receive your Return Number, send the items you wish to return to Reina Organics following the instructions you would receive by e-mail, including your unique Return Number. Wrap items securely in the same or similar packaging in which you received them. The item is your responsibility until it is received by Reina Organics.

    Reina Organics is not liable for lost returned parcels.

    The address for returns is:

    Reina Organics

    Wayesteinsingel 151

    2151 KT Nieuw Vennep

    the Netherlands

    3. Inspection and Refund - all returned goods will be examined upon receipt. Your refund will be made by the original or agreed payment method, normally within 5 working days but no later than 14 working days after the returned goods are received.

      When you have received a free item with your order and after returning one or more items, your order doesn’t qualify anymore for the free item, the free item needs to be sent back or its value will be deducted from your refund.

      If you have chosen for Cash on Delivery as a payment method for your order, you will receive the refund to the bank account mentioned in the e-mail message with which you have requested a Return Number.

      NO RETURNS WILL BE ACCEPTED  ON OPENED OR USED ITEMS

      Should you wish to return all products from your order, a refund for the products and the delivery fee, if applicable, will be refunded to you.
      Should you wish to return one or several items from your order, it is only the amount for the products you return which will be refunded to you. The delivery fee for your order shall not be refunded.

      The shipment costs for the return are always for your expense regardless of the number of items you wish to return. 

      DELIVERY

      Reina Organics dispatches orders Monday through Friday (except for Bank Holidays), usually within 1 – 3 working days. Delivery through PostNL, DPD, DHL, UPS.

      Rates for priority shipping and shipping with UPS are available at checkout as they depend on order value and destination.

      Orders may not be picked up at the office of Reina Organics.

      Reina Organics delivers to the Netherlands, European and international customers. Deliveries to P.O. boxes as well as hotels are not available.

      Below you will find information about delivery fees per country for our Standard Shipping service as well as for the Priority Shipping service, if applicable.

      All Reina Organics packages are shipped with tracking details, with the exception of our Sample Kits.

      Delivery Costs - Standard Shipping

       

       Country

       Shipping fee

       FREE shipping from

       Netherlands

       € 5.95

       € 30

       Zone 1 

       Austria, Belgium, Denmark, France, Germany, United Kingdom

       € 8.95

       € 75

       Zone 2

       Czech Republic, Denmark, Finland, Ireland, Italy, Hungary, Luxembourg, Monaco, Poland, Portugal Mainland, Spain, Sweden

       € 8.95

       € 95

       Zone 3

       Bulgaria, Croatia, Cyprus, Estonia, Latvia, Lithuania, Malta, Norway, Romania, Slovak Republic, Slovenia, Switzerland

       € 10

       € 200

       Rest of Europe  € 20  n/a
       Rest of the world  € 25  n/a

       

      Delivery Times

      Below you will find information about the delivery time in business days per country, once your package has left the Reina Organics premises. Please note that these times are only an estimation and due to various circumstances, delivery may take longer.

       

      Country

      Delivery,

      Standard Shipping,

      from shipment

      Delivery,

      Priority Shipping,

      from shipment

       Netherlands

       1 business day

       n/a

       Austria

       6 - 7 business days

       4 business days 

       Belgium

       4 - 5 business days

       3 business days

       Bulgaria

       10 -12 business days

       5 - 6 business days

       Croatia

       10 - 12 business days

       5 - 6 business days

       Cyprus

       8 - 10 business days

       n/a

       Czech Republic  

       8 - 10 business days

       n/a

       Denmark

       6 - 7 business days

       4 business days

       Estonia

       8 - 10 business days

       n/a

       Finland

       8 -10 business days

       n/a

       France

       6 - 7 business days

       4 business days

       Germany

       4 - 5 business days

       3 business days

       Hungary

       8 – 10 business days

       n/a

       Ireland

       8 – 10 business days

       5 - 6 business days

       Italy

       8 – 10 business days

       6 business days

       Latvia

       10 – 12 business days

       4 – 6 business days

       Lithuania

       8 – 10 business days

       n/a

       Luxembourg

       6 business days

       3 business days

       Malta

       8 – 10 business days

       n/a

       Monaco

       7 – 10 business days

       n/a

       Norway

       8 – 10 business days

       n/a

       Poland

       8 – 10 business days

       n/a

       Portugal

       8 – 10 business days

       5 – 6 business days

       Romania

       10 -12 business days

       4 – 6 business days

       Slovak Republic

       4 – 6 business days

       3 – 5 business days

       Slovenia

       4 – 6 business days

       3 – 5 business days

       Spain

       8 – 10 business days

       6 business days

       Sweden

       8 business days

       5 - 6 business days

       Switzerland

       8 – 10 business days

       n/a

       United Kingdom

       6 – 7 business days

       3 – 4 business days

       Rest of Europe

       10 – 15 business days

       n/a

       Rest of the world

       10 – 21 business days

       n/a

       

      Orders which cannot be delivered

      For orders returned to Reina Organics because of incorrect or incomplete address or you failed to collect your package from the postal office, the courier may apply a charge to your delivery cost which Reina Organics will add to your order.

      Should you have any queries relating to the delivery of your order, please send an email to connect @ reinaorganics.com or use the contact form on the Contact page.

       

      MODEL WITHDRAWAL FORM

      Please only use this form in case you wish to cancel your purchase with Reina Organics.

       

      To:          

      Reina Organics

      Wayesteinsingel 151

      2151KT Nieuw Vennep

      the Netherlands

      phone: +31611885939

      email: connect @ reinaorganics.com

       

      Date:                .................. 

       

      I hereby give notice that I withdraw from my contract of sale of the following goods:

      Goods:             ………….

      Ordered on:      ………….

      Order number:   ………….

       

      Name:               …..

      Address:           .....

      Postal code:     .....

      Place:               .....

      Country:            ......

      E-mail:              .......

       

       

      .................

      (Signature)

      (only if this form is notified on paper)