Can you ship overseas?
We are based in the Netherlands and yes, we can gladly ship our products overseas. Simply select your preferred delivery option during the checkout process. The cost of shipping will be calculated and added to your order total. Please note that if you live in an area that is classed as ‘remote’ by any of our mail couriers you will be required to pay a shipping surcharge before we can dispatch your order. If you’re not sure about your location please check with us via email or using the contact form on our site before placing an order.
Orders destined for countries outside of the EU area are shipped with appropriate documentation and declarations to facilitate quick transit through your countries customs process.
Will you ship to my country?
There are some countries that we do not ship to which have prohibitive import restrictions relating to herb or plant material . The onus is on the customer to know the local regulations relating to their own country. We try to keep abreast of any restrictions relating to our herb or plant products, however we cannot be held responsible if an order is placed and subsequently seized or destroyed by the authorities. We cannot provide refunds to customers who are based in any country if their orders are destroyed, seized or confiscated, with or without notice.
If your country does not appear on our list of available countries when adding your address, we are unfortunately not able at present to ship to you.
If you require quick delivery to a country outside of the EU, please leave as much time as possible before out 13:00 CET cut off point Monday – Friday. This will allow us plenty of time to create the additional customs documentation that will ensure timely clearance of your items as it enters your country.
Can you give me more information about the delivery method I’ve selected?
If you require more information please use the contact form available in our site menu above, or email your inquiry to: office[at]herbfactory.eu and we’ll be happy to advise on the delivery method specifics.
Can you ship using an ‘overnight / next day’ service?
Yes, we are able to ship orders using Express courier services. Please make sure that you have chosen your preferred option from the drop down shipping options menu whilst checking out. If you cannot see this option after adding your shipping address it means that we cannot provide an express service to your location.
By choosing the DHL Express Next Day service you can benefit from a whole host of options to make receiving your order easier. Once you have your tracking number, visit DHL On Demand/ for further delivery options, such as leave with neighbour, change delivery address, vacation hold and signature release.
Please note, you must place and pay for your order before 13:00 CET to ensure dispatch of your order to arrive when you require. If your order is placed and paid for after 13:00 CET it may take an additional working day for your order to arrive.
We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days such as Mondays. If it is not possible to dispatch your order on the same day, we will contact you with advice via email.
DHL Next Working Day delivery is not a guaranteed service. Whilst the vast majority of orders arrive on time, we cannot guarantee that we will be able to provide a refund of delivery charges if you experience a delay. If DHL is proven to be at serious fault we will endeavour to get compensation where possible, however the investigation must be concluded before we can offer any compensation or discount codes.
Can you tell me more about the ‘DHL Parcel’ and other postal delivery options?
DHL Parcel* services provide a track and trace facility. DHL Parcel on average takes 2-3 working days to arrive to European destinations. If your delivery address is in a location that is long distance from any major cities, your item may take an additional working day to arrive. For example if you order on a Monday before the cut-off point, you’ll receive your order by Wednesday day time. For overnight / next working day services, you’ll typically receive your item by midday the following business day.
If you’re not in at the time of delivery, use the site locator.dhl.com to find a collection point in your area, or to find further options relating to re-delivery.
** Prices are subject to change with or without notice, if you wish to check the rate & options for your country please get in touch before ordering
*** DHL Parcel is not a guaranteed service. Compensation may only be offered in certain situations relating to loss and damage. We always investigate issues with DHL however please be patient whilst we conduct our enquiries. We cannot guarantee to offer a refund immediately for loss and damage whilst an investigation is in process.
*** Please note that DHL class certain delivery locations as ‘remote areas’ and as such, delivery surcharges may be applicable. As this list is extensive and constantly updated you will be contacted after ordering if your delivery requires a surcharge payment before dispatch. Please see the next point below for further details.
I think I live in a remote area, do I have to pay more for delivery?
Please note that if you are ordering to a what DHL consider a remote location your order may be subject to a surcharge payment. You will be contacted shortly after placing your order and advised how to pay the shipping surcharge. Your order will then be shipped following your payment for the remote area surcharge. The shipping surcharge product is can be found by clicking here.
If you’re located on any Greek, Spanish, French, Italian or any other European Island location you will need to pay the remote area surcharge product before we ship your order.
To check to see if your delivery address is a remote area, please check the following document here.
Please contact us if you wish to find out more information regarding shipping services, or if after adding products to your cart you are instructed to contact us for shipping options. We’ll be happy to provide further assistance.
Typical areas around the world that require a delivery surcharge include non-mainland locations / islands and also areas only accessible by smaller local roads. If you’re not sure about your location please get in touch before ordering to check if any surcharge applies to you.
How quickly will you dispatch my order?
Orders are dispatched Monday to Friday, unless otherwise stated on our site. Your order will be dispatched once we have received cleared payment for your order. Any orders received with a cleared payment before 13:00 CET time will be dispatched the same day. Any orders with payment received after 13:00 midday CET time on Friday will be dispatched on the following Monday, or next available working day.
We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days such as Mondays. If it is not possible to dispatch your order on the same day, we will contact you to advise.
Please note that some courier delivery options may require an earlier purchase time to qualify for same day dispatch. Please refer to the description of your chosen delivery option for more information.
For International orders and larger bulk orders we may require an additional day of processing to allow for courier collection, but in most circumstances we dispatch the same day. Please get in touch using the contact tab above if you need to find out more information relating to delivery times and methods.
When will you be able to reply to my email?
Our business hours are Monday – Friday 10am to 5pm CET, unless otherwise specified on one of our site updates. Please check the site updates to see if there is a store holiday period or bank holiday which may disrupt normal response times. During business hours we endeavour to respond to customer inquiries within 24 hours of receiving email. Please add office[at]herbfactory.eu to your address book to ensure that you receive our emails. Please also check you junk / spam mail box as your mail provider may have diverted it automatically.
How do I track my order?
If you have selected a tracked service, you will be sent a tracking number via email once your order has been processed and dispatched. A tracking link to check the status of delivery will be inside the notification. You may also be emailed directly from the courier with status updates, provided that you entered a valid email address at checkout.
If you have selected ‘stamped airmail’ you are unable to track the order. If you want a tracked service then please choose only DHL.
Allow 28 days for stamped airmail to arrive, however most arrive within 3-5 working days. If you have an urgent or time sensitive order then choose DHL.
My tracking number doesn’t work, how can I track it in my country?
Please get in touch either using the contact form tab at the top, or send an email to office[at]herbfactory.eu and we’ll investigate it for you. Please don’t forget to include your order number, name and shipping address.