business policies

 

Payment policy

We accept 2 types of payments:

Bank account payment at checkout

Payment with VISA or Mastercard at checkout

Shipping policy for EU orders

We offer free EU shipping on orders of 100 EUR and more.

For the shipping of small packages, which fit into an envelope of size 14x12x2cm, we typically use the standard service of international shipments of Polish post and dispatch orders from our warehouse in Warsaw within two working days, excluding official holidays.

For larger packages, we use the DPD service, and the price for this service may vary depending on the delivery address. The arrangement for delivery price and division of the package into several smaller ones, if relevant, is conducted through WhatsApp chat +371 25625261 or via email at sales@herbalv.eu. Large packages are dispatched from our warehouse in Warsaw within two working days, excluding official holidays.

If you wish, and for an additional fee, you can choose any of the available services on the checkout page or through correspondence with one of our managers in WhatsApp.

The order preparation time for shipping usually takes 1-2 business day, excluding official holidays.

What to do if the product is not delivered within the EU?

Please contact us via WhatsApp chat +371 25625261 and report it or write an email to sales@herbalv.eu describing the issue.

We will recheck the delivery address, previously issued tracking number, and if the delivery did not occur due to our fault, we will resend your order free of charge.

By our fault we mean:

– the product was not sent

– the product is stuck at the post office and does not move according to tracking

In case you provided the wrong address or, according to the tracking information, the product has been delivered, we are not obliged to resend the product as it is not our fault.

International Shipping Policy for US and CA orders.

For the shipping of small packages, which fit into an envelope of size 14x12x2cm, we typically use the Royal Mail International Shipping service and dispatch orders from our warehouse in London.

For larger packages, we use the DPD Air service, and the price for this service may vary depending on the delivery address. The arrangement for delivery price and division of the package into several smaller ones, if relevant, is conducted through  WhatsApp chat +371 25625261 or via email at sales@herbalv.eu. Large packages are dispatched from our warehouse in London, UK.

Procedure if an order did not pass customs in Canada or the USA.

We cannot guarantee the passing of customs in the USA and Canada, but according to our statistics, over 90% of orders make it through.

The percentage of successful customs clearance is increased by dividing larger orders into smaller ones.

Orders valued up to 200 EUR, if stuck at customs, are resent without additional charges for the goods. Depending on the number of packages in the order, an additional shipping fee may be required. The amount of the additional fee and the number of packages in the order are determined through communication with the manager via WhatsApp chat +371 25625261 or via email at sales@herbalv.eu.

If such a situation occurs more than once, for each subsequent reshipment of the goods, we will ask you to pay 50% of the cost of the initial order including the shipping cost.

In case the goods do not reach your address 3 times, no further attempts to deliver them will be made, and no refund will be issued.

In the case of large orders exceeding 200 EUR getting hold at customs, each case is discussed individually with the manager via email or WhatsApp chat.

Procedure if an order did not pass EU customs.

We cannot guarantee the passing of customs in the European Union, but according to our statistics, over 95% of orders make it through.

Orders valued up to 200 EUR, if stuck at customs, are resent without additional charges for the goods. Depending on the number of packages in the order, an additional shipping fee may be required. The amount of the additional fee and the number of packages in the order are determined through communication with the manager via WhatsApp +371 25625261 or via email at sales@herbalv.eu.

If such a situation occurs more than once, for each subsequent reshipment of the goods, we will ask you to pay 50% of the cost of the initial order including the shipping cost.

In case the goods do not reach your address 3 times, no further attempts to deliver them will be made, and no refund will be issued.

In the case of large orders exceeding 200 EUR getting stuck at customs, each case is discussed individually with the manager via email or WhatsApp chat.

What to do if the order arrived incomplete and parts of it are missing?

Contact us via WhatsApp chat +371 25625261 or via email at sales@herbalv.eu. describing the issue.

We will check your order at every stage of the logistics chain and send you the missing part of the order for free if there was any oversight on our part.

 

 

Refund Policy

Each case of a refund request is reviewed through communication with the manager via Whats App at +371 25625261 or via email at sales@herbalv.eu.

The decision about the refund will be made through your chosen method of communication with the manager.

Refunds are processed within 24 hours from the moment of the decision to refund to your bank account.

Return Policy

If you are not satisfied with the quality of your order, you have the right to return the order for free and also receive a refund upon the product’s arrival back to our warehouse.

To get a free return label from us, contact the manager via Whats App at +371 25625261 or via email at sales@herbalv.eu.

Select your currency
en_USEnglish