Customer Service

Frequently Asked Questions

📦 Ordering & Shipping

• Can I have my order delivered to an address other than my billing address?

  • Yes, you can. During checkout, you can easily specify a different delivery address. Useful if you want to give an order as a gift or prefer to receive the package at your work address. Just make sure you enter the correct address completely and correctly to avoid delays.

• Do you also deliver abroad?

  • Vitavie delivers throughout Europe and beyond in addition to the Netherlands. For other countries please contact our customer service at info@vitavie.nl. We will be happy to inform you about the possibilities for international orders.

• Can I track my order?

  • After shipment you will receive a Track & Trace code with which you can track your package. If you want to change the delivery time, you can sometimes do this via the link of the carrier in the Track & Trace mail.

• What happens if my order arrives damaged?

  • Was your order delivered damaged? Please contact our customer service department as soon as possible – preferably within 48 hours. Send an e-mail with a picture of the damaged product to info@vitavie.nl. We will then provide an appropriate solution.

💶 Pay

• Do the prices listed include VAT?

  • All prices are inclusive of VAT. The VAT rate for international shipments is also implemented by country.

• Is paying through the website safe?

  • Of course, at Vitavie you always pay securely. We use a secure SSL connection and the reputable payment partner Mollie, where payment can be made via iDeal, Credit Card, Bancontact and bank transfer. Your data is protected and not shared with third parties.

• Can I pay with a gift card or discount code?

  • Yes, in the shopping cart you have the option to enter a discount code which is processed immediately and displays the product including the discount.

🔄 Exchanges & Returns

• Can I return an order/product?

  • Returns can be made, provided an email is first sent in writing within 8 days of receiving the order.

• Can I return multiple items in one return?

  • Yes, if they come from the same order you can.

• What if I received the wrong item?

  • If you receive an incorrect item, always contact us by email and always include photos of the package and its contents.

• Can I return an opened product?

  • Opened products, products whose safety seal is broken, we do not take back for hygienic reasons.

👥 Customer Service & Account

• Do I need an account to order?

  • An account is not necessary but is easy to find the order afterwards, place a new order or see other history again.

• How do I create an account?

  • During the checkout process, you have the option to create an account.

• What should I do if I forgot my password?

  • Click on “my account” and then “forgot your password”. after this you can create a new password.

🛍 Products & stock

• How do I know if a product is in stock?

  • On the website, the product states whether it is in stock.

• Where can I find more information about a product?

  • In the product page, click on the “Description” tab for more product information.

• Are your products natural or organic?

  • Many of our products are natural/organic and additive-free.