Ordering

• Do I need to create an account to place an order?
  Yes, you need to create an account to be able to place an order.
• What is the status of my order?

  After logging in My account, you can see the actual status of all your previous and recent orders through "order history and details".

• What does the status "awaiting payments" means?

  When we do not receive any payments from the payment system, the order will appear status "awaiting payment", the order will be cancelled after this automatically.

• Why is my order still awaiting payment after I finished the payment?

  Processing the payment takes some time, your order status doesn't change immediately.

• Why is my order cancelled?

  Our system will automatically cancel an order when the payment isn't approved by our payment system.

• Is it possible to cancel my order?

  If your order is not yet shipped, you could still cancel your order through immediate contact with our customer service via china@holland-at-home.com

• Can I order larger amounts of products than the website shows?

  When you would like to purchase more products than you could click on, you are advised to contact our customer service via china@holland-at-home.com. They will inform you about the available goods in stock.

• How can I re-order and add some new products to the order?

  When you log in to your account, you could see your previous orders and simply place your orders again through clicking re-order. This option is only available when the items are in stock. Thereafter you can shop further by adding more other products to your shopping cart.

• Which payment options can I use?

  You could pay in following ways: Alipay, Paypal and the following creditcards: Visa, Mastercard and American Express.

• How will I know when the out-of-stock products are back in stock?

  We keep limited stock to ensure the freshness of our products. We replenish our stock daily. You can find the most actual status of a product on its product page.

• How do I use my vouchers?

  You can redeem your vouchers at the payment step. This amount will be deducted in the total amount.

• Why can't I add other items to my order with Kabrita and/or Neolac?

  In order to be able to realize the rule "on working days before 8:00 pm ordered the same day", no items other than Kabrita or Neolac can be placed in the order.

• Are the Kabrita and Neolac offered by you reliable?

  Yes! We are official sales partner of Kabrita and Neolac. Products from these 2 brands are delivered directly to us by the brands..

• Why is there no free shipping displayed at my Kabrita/ Neolac order?

  This is because you are not logged in yet. When you log in, the free shipment will be displayed.

Shipping International via PostNL

• How many shipment costs do you charge?
• Is it possible to ship my order to a different shipping address?

  It is possible to send the goods to another address instead of the address stated on the invoice. You could indicate that when you place an order or in your account.

• Can I adjust the shipping address after shipping?

  Unfortunately we are unable to change the address on an order that has already been shipped. In this instance please contact your local Post Office to resolve.

• When will my order be shipped and delivered?

  We require 1-4 working days to process an order. However if you order Kabrita or/ and Neolac we will ship your order the same day if it is ordered before 8 pm. The shipping time will be calculated from the moment that it is handed over to PostNL. You will receive an email with the track & trace code of the parcel. On the link: www.holland-at-home.com/en/about-delivery/, you will find the overview of all regions and their expected shipping time. Keep in mind that it is only an indication. We can't guarantee the shipping time.

• Is my parcel insured?

  Yes, all parcels are insured. In the unlikely event that your parcel is missing, we ask PostNL to investigate. If PostNL determines that the package is indeed lost, you will be entitled to a full refund. Refunds cannot be claimed in respect of unforeseen delays caused by PostNL.

• How does the track and trace work?

  All parcels are sent using PostNL. As soon as the parcel has been collected by PostNL, you'll receive a confirmation email containing a unique reference number and a link to the PostNL track & trace website. Please note that it can take up to 24 hours before the track & trace information is visible on the PostNL website.

• What should I do when my package does not arrive within the stated delivery time?

  Please note that delivery times are indicative and cannot be guaranteed. If your order does not arrive within the stated delivery time, please wait two to three weeks. If it has still not arrived, then please contact our friendly Customer Service team using the online contact form or customerservice@holland-at-home.nl. Please mention your order number. We will then ask PostNL to investigate. In the unlikely event that PostNL determines that the package is lost, you will be entitled to a full refund. Refunds cannot be claimed in respect of unforeseen delays.

• I am a customer from outside the EU, are there any extra costs, besides the shipping fee, I need to know about?
• Chinese customer order with PostNL: Can I return a package or product?
• Are all packages ordered on weekdays before 16:00 sent the same day?

  No, this shipping agreement only applies to orders with only Kabrita and / or Neolac.

• Chinese customer order with PostNL: Can I use Chinese characters to fill in my address?

  Yes, when shipping to China, it is compulsory to fill in your address in Chinese characters.

• Chinese customer order with PostNL: Is there a limit of my order amount?

  When shipping with PostNL you can order for a maximum of 1.000 RMB. The Chinese government issued new customs regulations by 8 April 2016 whereby orders shipped via postal carriers are maximized to 1.000 RMB. If you want to order more, please use HAH Express (delivery by SF Express) and you will be allowed to order goods (incl. shipping) for up to 2.000 RMB.

• Chinese customer order with PostNL: Do I need to fill in my customer ID?

  No, you do not need to fill in your Customer ID when ordering via PostNL.

• Chinese customer order with PostNL: Why is my delivery address not fully shown in the PostNL's system? Will it influence the delivery of the parcel?

  Sometimes in PostNL's system, only part of the delivery address is visible. You don't need to worry about this. Your address will be complete on the address label which is placed on the parcel. The delivery address on the address label will be based on what you have filled in when you place the order.

• Chinese customer order with PostNL: Can I use an English name as name of the recipient?

  No, when shipping to China, it is compulsory to fill in your address in Chinese characters.

• Chinese customer order with PostNL: How does the parcel arrive from Holland to Chinese customers?

  Holland at Home > PostNL > Chinese airport customs (Guangzhou, Chongqing or Beijing) > China Post international > China Post EMS (local) > Chinese custom control (local) > China EMS will try to deliver up to 3 times at your address and in case of undeliverability send your parcel to a nearby post office for pick-up.

• Chinese customer order with PostNL: Do you ship directly or through an agent?

  We ship directly. That means that after placing an order, you can just wait at home for the goods to arrive. Customs declaration and clearance will all be handled by China Post.

• Chinese customer order with PostNL: Who is taking charge of the parcel once it arrives in china?

My Account

• How do I register with Holland at Home?

  You can register as a new customer on the "Log in" tab. If you are already shopping, you can also register with us during checkout. We ask you to register so that we know where we can send the order. You can also immediately indicate whether you want to receive our newsletter. When everything is filled in, choose your password.

• What does your own account have?

  We store your address data in a database that is recognizable by your own unique password. As a result, you can not only log in faster, you can also request your order information at any time. This way you can view the status of your order at all times and place an order or re-order faster.

• I forgot my password. How can I request a new password?

  Click on "Log in" on the right side of the site. Here you can log in via "my account" and click on "forgot your password"

• How can I change my account details?

  When you are logged in to your account, you can change your settings via the left menu "personal information".

• What does Holland at Home do with my personal data?

  We treat the information you provide to us confidentially. Your data will not be made available to third parties, unless this is necessary to fulfill your order. Your personal data can always be requested by you and, if necessary, changed or deleted. For more information, please refer to our privacy policy http://www.holland-at-home.com/en/privacy/.

Customer service

If you still have questions after reading the FAQs, or have complaints and / or comments about your order, you can contact our customer service via email: klantenservice@holland-at-home.nl