Delivery

Terms and Conditions of Delivery

Article 1: Prices, Payment Terms and Shipping Costs

• All product prices stated in the catalogue and/or on the website include VAT and packaging costs.

• Shipping within the Netherlands is charged at €9.95.

• For international shipments to Belgium, Denmark, Germany, France, Great Britain, Hungary, Luxembourg, Austria, Poland and the Czech Republic, shipping costs range from €9.95 to €14.95.

• For other European countries, shipping costs range from €14.95 to €25.00.

Article 2: Orders and Availability

• Orsha.nl aims to process and dispatch orders for products that are in stock as soon as possible.

• If a product ordered unexpectedly turns out to be unavailable, Orsha.nl may, where possible, offer an equivalent product of comparable quality and price.

• If the customer does not wish to receive the offered replacement product, the amount already paid for the relevant product will be refunded within a maximum of 30 days.

Article 3: Shipping and Delivery Times

• Orders are generally dispatched within 5 business days.

• Orders shipped by box are generally dispatched within 1–3 business days.

• The actual delivery time depends on the destination country and the relevant carrier. After dispatch, delivery generally takes 2–3 business days.

• The stated shipping and delivery times are indicative. The actual delivery time may depend on factors including the carrier, destination, volume of shipments, and circumstances during transport.

Article 4: Express Shipping

• If an express shipping option is available for an order and selected by the customer, the order, provided it is in stock and placed on time, will generally be prepared for shipment within 2–5 hours after receipt of the order.

• Express shipping means that the order is processed as a priority and handed over to the carrier as soon as possible.

• The actual delivery time after the order has been handed over to the carrier depends on the relevant carrier. Express processing by Orsha.nl therefore does not automatically mean that the carrier will deliver at a specific time or within a specific number of hours.

Article 5: Handover to Postal and Transport Companies

Handover of the Order

• Once your order has been handed over to the postal or transport company, further delivery will be carried out by the relevant carrier.

• From that point onwards, the execution of the transport depends on the procedures, planning and services of the relevant postal or transport company.

• From that point onwards, we have no direct control over, among other things:

  • the delivery time;

  • the delivery route;

  • the exact time of delivery;

  • the manner in which the carrier presents the shipment; and

  • any changes made by the carrier during transport.

• If you experience a problem with the delivery, please contact us. Where possible, we will contact the carrier on your behalf and try to assist you in resolving the issue.

Article 6: Delays and Circumstances During Transport

• A delay occurring during the transportation process may, for example, be caused by:

  • high volumes at the carrier;

  • sorting issues;

  • delays during transport;

  • weather conditions;

  • technical problems;

  • operational circumstances; or

  • other circumstances within the transportation process.

• In such situations, we depend on the information and options provided by the relevant carrier.

• We cannot independently speed up or redirect a shipment that has already been dispatched, nor can we require the carrier to provide a specific delivery time.

• If there is a problem with the delivery, we may, where possible, make enquiries with the carrier or request that a transport investigation be initiated.

Article 7: Delivery Arrangements, Missed and Changed Deliveries

• If you are not at home or are unable to accept the order, the carrier may, depending on the relevant delivery service, attempt delivery again, take the shipment to a collection point, or offer another delivery option.

• Where the carrier offers this option, you can generally arrange a new delivery date, delivery time or collection point directly with the carrier.

• If you wish to change the delivery address, delivery time or delivery method after dispatch, we depend on the options available from the relevant carrier.

• Once an order has been dispatched, we may not always be able to change, intercept or retrieve it.

• Arrangements or changes made directly with the carrier are subject to the options and conditions of the relevant carrier.

Article 8: Missing Shipment

• If, according to the tracking information, your shipment has not been delivered or appears to have gone missing during transport, please contact us and provide your order number.

• We will check the situation and, if necessary, request an investigation by the postal or transport company.

• The duration of a transport investigation depends on the relevant carrier and the circumstances of the shipment.

• An investigation generally takes a maximum of 5 business days, but may take longer in exceptional circumstances if the carrier requires additional information or further investigation.

• If the investigation establishes that the shipment has been definitively lost, we will, where applicable and insofar as we are legally required to do so, provide an appropriate solution.

• This may, for example, involve reshipping the order without charging shipping costs again, insofar as this is legally required or otherwise applicable.

Article 9: Damaged Shipment

• If you have received damaged packaging or a damaged product, please report this to us as soon as possible, stating your order number.

• In order to properly assess the damage and, if necessary, initiate an investigation with the carrier, we may ask you to provide clear photographs of:

  • the outside of the packaging;

  • any visible transport damage to the packaging;

  • the shipping label;

  • the damaged product;

  • the inner packaging; and

  • the protective packaging material used.

• Keep the packaging, shipping label, product, packaging and protective materials until we have informed you that they are no longer required. These may be necessary for a transport investigation.

• We may use the information and photographs you provide to submit a complaint or initiate an investigation with the carrier.

• The assessment of transport damage and the further handling of the transport investigation may depend on the terms and procedures of the relevant carrier.

• We cannot determine or guarantee the carrier's decision in advance.

Article 10: Complaints Regarding Delivery and Transport Investigations

• If you have a complaint concerning, for example, a delay, damage, incorrect delivery or loss of your order, please report this to us as soon as possible, stating your order number.

• We may use the necessary information, such as photographs, a description of the damage, tracking information or other relevant data, and, where necessary, provide this information to the postal or transport company for submitting a complaint or initiating an investigation.

• The further handling of a transport investigation is carried out in accordance with the procedures and terms of the relevant carrier.

• We cannot determine the carrier's procedures, assessment, investigation period or final decision.

• We will inform you of the progress as soon as we receive relevant information from the carrier.

Article 11: Incorrect Return of Shipment by the Carrier

• If your order is returned by the postal or transport company while the return was not requested or caused by you, please contact us.

• Once we have actually received the returned shipment from the carrier and have established that the return cannot be attributed to you, we will, where possible, resend the order to you free of charge.

• In that case, no new shipping costs will be charged to you.

Article 12: Missed Delivery and Possible Second Shipment

• If an order cannot be delivered because the recipient was not present, the order could not be accepted, or delivery could not take place due to a circumstance attributable to the recipient, a second shipment may be necessary.

• If the order therefore needs to be shipped again, the shipping costs incurred for the second shipment may be charged again, insofar as this is legally permitted and the cause of the failed delivery can be attributed to the customer.

• We will inform you of the exact amount in advance before a new shipment is made.

Article 13: Statutory Consumer Rights

• These terms and conditions do not affect the statutory rights of consumers.

• Where the law determines that we, as the seller, remain responsible for delivery of the order, these statutory obligations remain fully applicable.

• Our dependence on the postal or transport company therefore does not mean that your statutory rights as a consumer expire.

• Provisions in these terms and conditions relating to carriers, transport investigations, delays, damage, loss or additional shipping costs will always be applied insofar as legally permitted.

• In the event of any conflict between these terms and conditions and mandatory applicable statutory provisions, the statutory provisions shall prevail.

Article 14: Privacy and Personal Data

• Personal data, including address and contact details, will be treated confidentially.

• Personal data will only be provided to third parties where this is necessary for the fulfilment of the order, shipment, customer service, a transport investigation, or where we are legally required to do so.

• If information is provided to a postal or transport company in connection with delivery or a complaint, only the information necessary for that purpose will be provided.

Article 15: Exceptions to the Right of Return for Hygiene and Safety Reasons

• For reasons of hygiene and safety, certain products cannot be returned if they have been opened or used after delivery, or if their seal has been broken, insofar as permitted by law.

• This includes, among other things:

  • cups and pumps, in all sizes, including glass and silicone cups;

  • lancing devices;

  • silicone cups;

  • massage products;

  • derma rollers;

  • Alcohol 70%; and

  • Alcohol 96%.

• This exception applies only insofar as the statutory right of withdrawal may actually be excluded under applicable legislation, for example where products, for reasons of health protection or hygiene, are not suitable for return after opening.

Article 16: Right of Return and Return Costs

• Where the statutory right of withdrawal applies, the customer has the right to return an order within 14 days of receipt.

• The costs of returning the product are borne by the buyer, unless otherwise provided by law.

• Products must, insofar as legally permitted, be returned carefully and complete.