FREQUENTLY ASKED QUESTIONS (FAQ)
Delivery and shipping
100% discreet packaging?
Yes! Flavourez ensures that your order is delivered in neutral, 100% discreet packaging. These packaging are blue, comparable to the blue packaging of another well-known online retailer.
However, if you want the optimal Flavorez experience, you can slide the button from blue to pink in the shipping instructions. Your order will then be shipped in Flavourez pink packaging!
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Who will deliver my order?
We work together with PostNL. Do you need more information about the delivery of your order? Then click on the track and trace link you received in your shipping confirmation.
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What if my order does not fit through the letterbox?
Then the delivery person rings the doorbell to hand over the package.
For questions about the delivery of your order, please contact PostNL via postnl.nl/customerservice .
Are you not at home when the parcel deliverer comes by? The delivery person will then try to deliver your package to the neighbors or your package will be taken to the nearest PostNL collection point. You will receive proof of this in your letterbox. This allows you to collect the order at the indicated post office within seven days with your ID.
Please note that PostNL does not deliver on public holidays. Most products arrive within the estimated delivery time. If you have not received your order within this time, please do not worry as delays do occasionally occur. We would like to ask you to wait three days before contacting us. In many cases the package is still delivered within that time.
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What are the standard delivery times?
We will of course do everything we can to ship your order as quickly as possible. The following situation may apply: Delivery methods and costs If you order on working days, the package will be shipped within 1 to 2 days if it is in stock. Packages ordered on Friday after 4:00 PM will be processed on Monday.
As soon as your package has been shipped, you will receive an email so that you know exactly when your new purchase(s) are on their way to you!
Exceptions Sometimes, due to busy times, orders may be shipped a little later, for example during sales and other promotions. We communicate this via the website.
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Customer service
How long will it take before I receive a response to my question or problem?
We strive to respond to all questions and concerns as quickly as possible. Within our opening hours you can usually expect a response from us within 24 hours. We do our best to provide fast and efficient customer service.
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How can I contact customer service?
You can contact our customer service at Flavourez in various ways:
By telephone: We can be reached every working day between 5:00 PM and 7:30 PM on the following number: +31 (0) 85 051 6393. Our team is ready to answer your questions and help you with any problems.
Email: You can also send us an email at welkom@flavourez.nl. We aim to respond within the same working day and help you as quickly as possible.
WhatsApp: You can also contact us via WhatsApp. Our WhatsApp number is the same as our telephone number: +31 (0) 85 051 6393. We answer WhatsApp messages during our opening hours.
Available every working day from 9:00 AM to 7:30 PM via email (welkom@flavourez.nl) and WhatsApp (+31 (0) 85 051 6393).
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How can I file a complaint?
At Flavourez we strive for satisfied customers, but we understand that there are sometimes situations in which you want to file a complaint. We encourage you to report any complaints to us first so that we have an opportunity to resolve the problem.
You can submit your complaint by sending an email to welkom@flavourez.nl or by using our contact form on the website. Describe your complaint in as much detail as possible and include your contact details so that we can easily contact you.
Our customer service team will carefully investigate your complaint and provide you with a response as soon as possible. We strive to find a satisfactory solution that satisfies you.
If we cannot reach an agreement together, we offer the option of submitting your dispute to Stichting WebwinkelKeur for mediation. In addition, as a consumer in the EU you can use the ODR platform (Online Dispute Resolution) of the European Commission. This platform offers an alternative way to resolve disputes online.
At Flavourez we take complaints seriously and we strive to provide a high level of customer service. We value your feedback and take every complaint as an opportunity to improve our services and optimize your experience with us.
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Do you offer help in choosing the right size or product?
Absolute! We understand that choosing the right size or product can sometimes be difficult. Our customer service is ready to help you make the best choice. Contact us and we will be happy to give you advice and recommendations.
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What is your policy for lost or damaged packages?
In the rare event that a package is lost or damaged during shipping, we will do our utmost to resolve the issue. Please contact our customer service immediately and we will investigate the situation and take appropriate action.
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What should I do if I experience technical problems with the website?
If you are experiencing technical problems with our website, we recommend that you refresh the page or clear your browser cache. If the problem persists, please contact our customer service team for further assistance.
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Account and User Data
How do I create an account?
New customer? Then you can order and create your Flavorez account at the same time. Handy, right?
Don't have an article in mind yet? Then go to Login and click on 'Create account' to create an account.
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I forgot my password
To forget is human... Fortunately, you can always request a new password . Just enter your email address, click and we will immediately email you a link to set a new password.
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How do I change my details?
New name or address? You can easily adjust your personal information in your account .
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Where are the details of my order?
Here . But you might be looking for directions? We are happy to guide you there:
1. Go to your account .
2. Click on the 'Order overview' heading
3. Select the order you want to know more about
4. Click on the order number of your order
Tip: On the overview of your order you will also find a 'track your shipment' link to track your PostNL package.
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Where can I find my invoice?
We store your invoice online in your account . This way you can easily consult an invoice and print it as often as you want.
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How do I delete my account?
You can request to delete your account via your own customer account or contact page. We will then delete all data that can be traced back to you within 40 days, except for the data that we must or may keep by law.
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Conditions
What are Flavourez's general terms and conditions of sale?
We have collected our terms and conditions for you. Here you will find all conditions, including:
And more information about:
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How much does it cost to call Flavourez?
You pay the local rate.
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Return and Refund
Collapsible row
Cancel order?
You can still cancel as long as your item has not yet been shipped. We will email you if the cancellation was successful.
Can't cancel anymore? Or did you still receive a canceled item?
Then you can always return within the return period. Depending on your payment method, you will then receive your money back within 3 -5 working days after processing your return.
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When will I get my money back?
If you revoke the agreement, you will receive all payments you have made up to that point, including delivery costs, without delay and in any case no later than 14 days after we have been informed of your decision that you wish to revoke the agreement. us back. If you only return part of your order, the delivery costs for the outward shipment will not be refunded. We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed to a different payment method; in any case, no costs will be charged for the refund. We may wait with the refund until we have received the goods back or you have demonstrated that you have returned the goods, whichever comes first. You will then receive the full purchase amount back including the shipping costs of your order. NB! Return shipping costs will not be reimbursed.
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Is there any depreciation?
You are only liable for any diminished value of the goods resulting from use of the goods that goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.
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Can I return?
Yes! No problem!
You have the right to cancel your order up to 14 days after receipt without giving any reason. After cancellation you have another 14 days to return your product. You will then be credited with the full order amount including shipping costs. Only the costs for returning from your home to the online store are at your own expense. These costs are approximately €7.25 per package, consult your carrier's website for the exact rates. If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all accessories supplied and - if reasonably possible - in the original condition and packaging. To exercise this right, please contact us at welkom@flavourez.nl.
We will then refund the order amount due within 14 days after registering your return. The exchange of worn underwear/lingerie is not permitted for hygienic reasons.
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Return period of Flavourez?
At Flavourez you have a withdrawal period of 14 days (the period in which you can register your item as a return). This period starts on the day you conclude the service or receive the item. Once you have registered your return, you have 14 days to return the package.
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Can I exchange?
Unfortunately, exchange is not possible. If the item does not meet expectations or you have ordered the wrong size, you can return the order within 14 days of receipt. The item must be returned unused and in the original packaging, including all labels in their original condition. We cannot accept back items that have been worn (although they may of course be tried on) or washed. For hygienic reasons, we kindly ask you to try on the items over your own underwear and not to eat or drink.
We reserve the right to offset damage to returned items against the amount to be refunded if we suspect that this was caused by the customer.
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Received wrong item?
- We understand that it is very annoying to receive a different item than you ordered. We would like to correct this. To return the incorrectly received item, please follow the steps below:
- Send the article back:
- Reorder the correct item:
We understand that this will involve additional steps for you and we would like to thank you for your patience and understanding. If you have any questions or need further support, please do not hesitate to contact our customer service team at welkom@flavourez.nl. We are ready to help you!
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