1. Packaging & safety   |   2. International shipping   |   3. Shipping Costs   |   4. Delivery time   |   5. Delivery options   |   6. Change & cancel   |   7. Damaged, wrong & missing products   |   8. Other returns   |   9. Refunds 

Shipping

1. Packaging & safety

1.1 Fresh and chilled products

Our (fresh) products are packed and shipped with the greatest care, so that they arrive at your door in optimal condition. In what way, varies per product.

If necessary, we use refrigerated packaging with insulating material and cooling elements to keep the temperature stable during transport. This maintains freshness even during warmer days. The products are packed securely and safely to prevent damage.

Because fresh, refrigerated and frozen products have a limited shelf life, we strongly recommend accepting them immediately or picking them up at the service point as soon as possible, and storing them properly immediately after receipt.

Are you not at home at the time of a home delivery? Then the deliveryman usually tries to deliver the package to the neighbors or to deliver it again at a later time. In some cases, the package is taken to a pickup point. You can often arrange this yourself and indicate it via the delivery service: as soon as your order is sent, you will receive an e-mail with a track & trace link from the courier with which you can follow the package and often also adjust the delivery.


1.2 Plants and trees

Our plants and trees are packed with great care; the trees are lightly pruned beforehand - to make them suitable for transport - and then carefully packed in a large box. Despite that care, sometimes a branch may break; don't worry, the tree will recover on its own and make new shoots within a few months.

Because this type of shipping is sometimes done separately, it may happen that the plants or trees are delivered in a different package and at a different time than the rest of your order. In that case, you will receive a separate track & trace link for each package so that you can follow both shipments.

Notice: Large plant packages are usually offered twice by the carrier. If delivery fails, the package is usually returned. Unfortunately, most pickup locations do not accept this type of shipment, so please try to receive the delivery in person. Always carefully read all the information on this page and in the product description on the relevant product pages beforehand and check the shipping options at checkout.


1.3 Alcohol control

Dutch Wasabi does not sell alcohol to persons under the age of 18. 

For an order containing alcoholic products, your age will be checked by the delivery driver upon delivery; please have your ID ready.

2. International shipping

We currently ship throughout Europe, with the exception of a few destinations where shipping is unfortunately not (yet) possible. During checkout, you can easily select your country and then enter your address. 

Notice: Our fresh products, plants and trees are sometimes subject to different shipping rules, due to the careful handling these products require during transport. Therefore, always carefully read the information in the product description on the corresponding product page in advance and check the shipping options at checkout.

Do you have a question or suggestion? Feel free to contact us; we would be happy to think along with you and see what might be possible.

3. Shipping Costs

3.1 Standard charges

Shipping costs vary by country and type of order.

Standard shipping costs in the Netherlands are €6.95 and free for orders over €150. 

Shipping costs are automatically calculated and displayed in the tool at checkout; this is the easiest way to check if shipping to you is possible and what it costs.


3.2 Import duties and VAT

We are based in Europe (Netherlands) and currently ship exclusively within Europe. Orders within Europe usually do not incur additional import duties or VAT, but we cannot completely rule this out.

We are not responsible for any additional charges, such as import duties, VAT or other taxes, that may be imposed by local authorities when a shipment enters your country or upon delivery.

The amount you pay at checkout in our webshop is only the amount we charge. We advise you to check the applicable import and VAT regulations of your country before placing an order to avoid any surprises.

4. Delivery time

Delivery times vary by country and type of order.

In the Netherlands and Belgium, orders placed before 12:00 noon on business days are usually shipped the same day. In most cases, your order will then be delivered within 1 to 2 business days, depending on the courier and any traffic.

Notice: Our fresh produce, plants and trees are sometimes subject to different shipping rules and times due to the careful handling these products require during transport. Therefore, always carefully read the information in the product description on the corresponding product page and check the shipping options and info at checkout.

Notice: during holidays, vacations and other peak times delivery times may vary, always check the webshop carefully and subscribe to our newsletter.

5. Delivery options

5.1 Delivery services

Within the Netherlands, Belgium and Germany we ship with DHL as standard.

For other countries, we use DHL or UPS, whichever is more convenient.

For Express shipments, UPS is always used. 

Once your order is processed and shipped, the carrier will send you a shipping confirmation with a track & trace link so you can track your package until delivery. Didn't receive an email? Please check your junk mail or spam folder. Is there nothing there either, please feel free to contact us, we are happy to help you.


5.2 Collection from pickup location or service point

You can also have your order delivered to a pickup location or service point in most cases. When checking out your order, you can easily select a pickup location or service point in the shipping details; just enter your zip code and choose the pickup point most convenient for you. Once your order is delivered there, you will automatically receive a message with instructions from the carrier.

Notice: If you order fresh, chilled or frozen products, we recommend picking up your package as soon as possible after delivery. We pack our fresh products with great care to preserve quality, but of course they are not meant to lie in a vault or service point for several days. This way you enjoy the products at their best: fresh, fresh and top quality.

Different shipping rules usually apply to plants and trees due to the careful handling these products require during transport. Unfortunately, most pickup locations and service points do not accept this type of shipment; therefore, in that case, that option is not available. Additionally, because this type of shipment is sometimes done separately, it may happen that the plants or trees are delivered in a different package and at a different time than the rest of your order. You will receive a separate track & trace link for each package so that you can follow both shipments.

Large plant packages are usually offered twice by the carrier. If delivery fails, the package is usually returned, as most pickup locations unfortunately do not accept this type of shipment. So please try to receive the delivery preferably in person. Always carefully read all the information on this page and in the product description on the relevant product pages beforehand and check the shipping options at checkout.


5.3 On-site pickup

In most cases we also offer the possibility to pick up your order at our location in De Lier; you can easily click this option in the ordering process. However, at the moment this is only possible by appointment. To do so, please contact us after ordering to make an appointment; this can be done through the comments or by calling or emailing.

See here for our contact page.

Returning

6. Change or cancel order

Whether you can change or cancel your order depends on the status of your order. We try to process and ship orders as quickly as possible (preferably the same day). Especially with fresh products, harvesting, packing and shipping are very precise. 

If you want to change or cancel something, please contact us as soon as possible (telephone is fastest). If the order has not yet been processed or packed, we can often still modify or cancel it. Once your order has been processed or shipped, this is unfortunately no longer possible.

We do our best to help everyone as quickly as possible, but please keep in mind that we are a small team and may not always have the time or space to answer or respond immediately, especially during busy periods such as holidays.

7. Damaged, misdelivered or missing product(s).

Unfortunately, despite our careful packaging and attention in processing orders, something can go wrong; for example, a damaged, missing or misdelivered product.

Therefore, please check your order immediately upon receipt. If something is wrong, please contact us as soon as possible - preferably within 24 hours of receipt. If possible, include pictures of any damage, the products received and the packaging. This way we can quickly assess it and together look for an appropriate solution, such as replacement, supplement or refund.

We will do everything possible to resolve this for you neatly and as smoothly as possible.

8. Other returns

Of course, we always hope that you are satisfied with your purchase. Before purchasing a product, always carefully read the product description and specifications on the corresponding product page so that you know what to expect. We do not have a standard return policy; purchases are considered final. Nevertheless, if you are not satisfied or something is not quite as expected, please let us know. In that case, please contact us so we can see if something is possible.

9. Refunds

If we have come to a refund arrangement together for a wrong or damaged product delivered, for example, the amount is usually refunded to your account within a few business days after approval. The exact period may depend on your payment method and bank. If you still have not received the money after 2 weeks, please contact us.

We always strive to process refunds as soon as possible once everything has been completed administratively.

Contact

Do you still have questions after reading this page? On our FAQ (frequently asked questions) page you will find more extensive information and answers to all kinds of (other) questions. Is your question not listed there either? Check our contact page for the different ways to reach us. We always strive to respond as quickly as possible..