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FAQ - Placing an order

Do you use cooling elements?


Sustainable (recyclable or reused) cooling elements are supplied for the refrigerated products. We also use various cooling bags and/or cooling boxes.

Additional cooling elements are also available here for sensitive products and in warmer periods.

Are the cooling elements free?

We always put free cooling elements with cooled products. But if you want to be sure that the products arrive in good condition, we recommend ordering extra cooling elements. With additional, paid cooling elements we are able to find better environmentally friendly packagings and cooling elements.

Additional cooling elements are available here.

How long does it take before my order is processed? 

Orders placed before 15:00 are guaranteed to be processed on the same day. If you happen to place an order after 15:00 but before 17:00, depending on how busy we are, we might ship the order on the same day. If you wish to postpone the order processing, please send us an email. 

Can I have my order delivered to a different address? 

If you would like to have a different shipping address, you can do on the order placement screen. There you have the possibility to give a second address that is different from your default address used for invoicing. If you would like the package get delivered to a Post pick up point (Kariboo Pick Up Point in Belgium), then you have to choose this shipping method:

PostNL Pick Up Point (Kariboo Pick Up Point BE). Then leave your preferred address in the comment box. (If there is no address chosen we always send your order to the closest pick up point to your home address).

Can I have an order delivered on the same day?

Same day delivery via post is unfortunately not possible, but the most of the time you can always pick up your order on the same day. 

Can I change or cancel an order? 

When you finished your order, it's still possible to change or cancel your order. Send us an email (info[at], or call us (0628838565) or app us. Once your order is sent, it's not possible to cancel it anymore. You still have the possibility to return items on your own expense and to be refunded on the returned products. (Perishable products are not returnable).

Can I pick up my order personally?

Address: Stuttgartstraat 34-36, 3047AS, Rotterdam. For picking up your order, please send us an e-mail with your time preference. We will try to be as flexible as possible. Our location is in Rotterdam Noord-West.

 Which paying methods do you offer? 

You can pay with Mistercash, Belfius (both for Belgium), iDeal, Paypal, Achteraf Betalen and with bank transfer.

 - iDeal/Mistercash: Secure payment via internet banking through your own bank.

 - PayPal: Secure payment with your PayPal account.

 - Billink achteraf betalen: It is done via an external site of our payment provider Sisow.

 - Transfer: You will receive an email with instructions to pay by bank or giro requirements. *

 * Your order will be shipped after we have received your payment. Unless you send to us a receipt of payment.

Are all paying methods free? 

iDeal, Mistercash, Sofort Banking, Bunq, Belfius, Billink and Bank Transfer are free.

Using PayPal will charge you
3% extra.

More information about delivery with prices here.