FREQUENTLY ASKED QUESTIONS (FAQ)
Delivery and shipping
100% discreet packaging?
Yes! Flavourez ensures that your order is delivered in a neutral, 100% discreet package. These packages are blue, similar to the blue packages of another well-known online retailer.
However, if you want to experience the ultimate Flavourez 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 delivers 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 doesn't fit through the mailbox?
The delivery person will ring the doorbell to hand over the package.
If you have questions about the delivery of your order, you can contact PostNL via postnl.nl/customerservice.
Are you not home when the delivery person arrives? Then the delivery person will try to deliver your package to the neighbors, or your package will be taken to the nearest PostNL pickup point. You will receive a notice in your mailbox about this. With that, you can pick up the order at the specified post office within seven days using your ID.
Please note that PostNL does not deliver on holidays. Most products arrive within the estimated delivery time. Don’t worry if you haven’t received your order within this time, as delays occasionally occur. We ask you to wait three days before contacting us. In many cases, the package is delivered within that time.
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What are the standard delivery times?
We do everything possible to ship your order as quickly as possible. The following situation may apply: Delivery methods and costs If you order on weekdays, 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 is shipped, you will receive an email so you know exactly when your new purchase(s) are on their way to you!
Exceptions Sometimes, due to high demand, 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 does it take to receive a response to my question or problem?
We strive to respond to all questions and issues as quickly as possible. During 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 several ways:
By phone: We are available every weekday between 5:00 PM and 7:30 PM at the following number: +31 (0) 85 051 6393. Our team is ready to answer your questions and assist you with any issues.
Email: You can also send us an email at welkom@flavourez.nl. We aim to respond within the same business day and help you as quickly as possible.
WhatsApp: Additionally, you can contact us via WhatsApp. Our WhatsApp number is the same as our phone number: +31 (0) 85 051 6393. We respond to WhatsApp messages during our opening hours.
Available every weekday 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 sometimes there are situations where you want to file a complaint. We encourage you to first bring any complaints to our attention so that we have the opportunity to resolve the issue.
You can file your complaint by sending an email to welkom@flavourez.nl or by using our contact form on the website. Please describe your complaint as detailed as possible and include your contact information so we can easily get in touch with you.
Our customer service team will carefully investigate your complaint and respond to you as soon as possible. We aim to reach a satisfactory solution that meets your expectations.
If it happens that we cannot reach an agreement together, we offer the option to submit your dispute to Stichting WebwinkelKeur for mediation. Additionally, as a consumer in the EU, you can use the European Commission’s ODR platform (Online Dispute Resolution). This platform provides an alternative way to resolve disputes online.
At Flavourez, we take complaints seriously and strive to provide a high level of customer service. We value your feedback and treat every complaint as an opportunity to improve our services and optimize your experience with us.
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Do you offer help with choosing the right size or product?
Absolutely! 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 gladly provide 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 experience technical issues with our website, we recommend refreshing the page or clearing your browser cache. If the problem persists, please contact our customer service for further assistance.
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Account and User Information
How do I create an account?
New customer? Then you can place an order and create your Flavourez account at the same time. Convenient, right?
Don’t have a product in mind yet? Then go to Login and click on ‘Create Account’ to set up an account.
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I forgot my password
Forgetting is human… Fortunately, you can always request a new password. Just enter your email address, click, and we’ll 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 update your personal information in your account.
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Where can I find the details of my order?
Here. But maybe you are looking for directions? We are happy to guide you there:
1. Go to your account.
2. Click on the ‘Order overview’ tab
3. Find the order you want to know more about
4. Click on the order number of your order
Tip: In the overview of your order, you will also find a ‘track your shipment’ link to follow 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 view and print an invoice as many times as you want.
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How do I delete my account?
You can request to delete your account through 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 we are required or allowed to keep by law.
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Terms and Conditions
What are Flavourez's general terms and conditions of sale?
We have compiled our terms and conditions for you. Here you will find all the terms and conditions, including the:
And more information about, among other things:
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How much does it cost to call Flavourez?
You pay the local rate.
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Returns and Refunds
Cancel order?
As long as your item has not yet been shipped, you can still cancel it. We’ll email you once the cancellation has been completed.
Can’t cancel it anymore? Or did you receive an item that was canceled?
You can always return it within the return period. Depending on your payment method, you’ll receive a refund within 3–5 business days after your return has been processed.
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When will I get my money back?
If you cancel the agreement, we will refund all payments you have made up to that point, including delivery costs, without undue delay and in any event no later than 14 days after we have been informed of your decision to cancel the agreement. If you return only part of your order, the delivery costs for the original shipment will not be refunded. We will issue the refund using the same payment method you used for the original transaction, unless you have expressly agreed to a different method; in any event, you will not be charged any fees for the refund. We may wait to issue the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs first. You will then receive a full refund of the purchase price, including the shipping costs of your order. Please note! Return shipping costs will not be reimbursed.
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Is there any depreciation?
You are only liable for any reduction in the value of the goods resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and operation.
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Can I return it?
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 the full order amount, including shipping costs. Only the costs of returning the product from your home to the online store are at your own expense. These costs are approximately 7.25 per package; please consult your carrier’s website for the exact rates. If you exercise your right of withdrawal, the product must be returned to the entrepreneur with all supplied accessories and—if reasonably possible—in its original condition and packaging. To exercise this right, you can contact us at welkom@flavourez.nl.
We will then refund the amount owed within 14 days of registering your return. For hygienic reasons, worn underwear/lingerie cannot be exchanged.
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Flavourez return period?
At Flavourez, you have a 14-day cancellation period (the period during which you may register your item for 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 hand in the package.
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Can I exchange it?
Unfortunately, exchanges are not possible. If the item does not meet your expectations or you ordered the wrong size, you may return the order within 14 days of receipt. The item must be returned unused and in its original packaging, including all labels in their original condition. We cannot accept items that have been worn (although they may, of course, be tried on) or washed. For hygiene reasons, we kindly ask you to try on the items over your own underwear and not to eat or drink while doing so.
We reserve the right to deduct any damage to returned items from the amount to be refunded if we suspect that the damage was caused by the customer.
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Received the wrong item?
- We understand that receiving an item different from the one you ordered is very frustrating. We would be happy to resolve this for you. Follow the steps below to return the incorrectly received item:
- Return the item:
- Reorder the correct item:
We understand that this involves extra steps for you, and we would like to thank you for your patience and understanding. If you have any questions or need further assistance, please do not hesitate to contact our customer service at welkom@flavourez.nl. We are here to help!
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