Do you have questions about shipping & delivery? Then you will most likely find an answer here. Do you still have questions afterwards? Don't hesitate to contact us.
How much does the delivery cost? Where do you deliver to?
Your order can be delivered in Belgium and Luxemburg. Unfortunately, deliveries outside these countries are not possible yet as we only deliver refrigerated, and we have no logistic partner that can take care of this in other countries.
When you order more than one case, there is no delivery cost. When you proceed to checkout you will be given the exact delivery cost that applies to your order and address.
What are my delivery options?
Packages can only be delivered to your home or work address. You can also pick up your order at our office in Speldenstraat 1, 9000 Gent after sending an email to email@example.com.
If you are not at home at the time of delivery, your order will automatically be offered to your neighbors, and you will receive a letter in your mailbox. If your neighbors aren't home, you will also receive a letter and your products will be stored refrigerated with our logistical partner. You will receive a message to choose a new delivery date. If it can’t be delivered the second time, the package will be sent back to us.
How long will delivery take?
Customers should receive their order within 5 working days if the product was in stock on the moment of order. Generally, delivery is within 3 business days.
I did not receive my order, what should I do?
If within 2 full business days you have not been informed upon the delivery date, it is possible that something has gone wrong with your order. In this case, please contact us directly by sending an email to firstname.lastname@example.org so we can help you.
I asked to cancel my order, but it was sent anyway. What can I do?
When you receive a confirmation email after canceling your order, it is best to wait until your order arrives at home. If you refuse the product at the door, it will automatically be sent back to us. You can also simply return your order. You can find the return procedure through this link.
How do you ship your products?
We always ship our products refrigerated as Yugen kombucha is not pasteurised. Therefore, we cannot drop off our products at your doorstep when nobody is present to accept them.
What should I do when my order got damaged during shipping?
We chose our logistics partner very carefully to minimize the chance of damage during shipping.
In case of damage to your order during shipping, you should inform us within 7 working days via email@example.com. This way we can contact our partner who is responsible for packaging in order to help you solve this issue.
Please include some pictures of the damage to your order. This way it will be quicker and easier for us to help you.
It's best to include pictures of the following:
- The box in which the product was packaged
After your e-mail we can see if you are eligible for a return shipment at our expense. Don't return your product before you have received an answer from us to your e-mail address. For more information, please look into our Terms and Conditions.