Shipping

Order placed before 15:00 on: Earliest delivery date
Monday — Tuesday
Tuesday — Wednesday
Wednesday — Thursday
Thursday — Friday
Friday — Saturday
Saturday — Tuesday
Sunday — Tuesday

We also ship to Belgium! The delivery time is 2-4 working days.

Check out the most frequently asked questions about shipping here:

DELIVERY

What are the shipping costs?
We offer free delivery in the Netherlands and Belgium.

How can I track my order?
You will receive a confirmation email with the tracking information. This email will include a DHL tracking link that allows you to follow your shipment.

What delivery options can I choose from?
You can choose from the following delivery options:

We ship our packages with the highest priority as standard. We use DHL. Orders placed before 15:00 will be delivered tomorrow or the day after!

Are you missing an item from your order?
We apologize for any inconvenience caused by a missing item in your order. Please email us with your order number and the missing item details. We will investigate this for you and ensure you receive a response within 12 hours during our business hours.

Did you receive the wrong item?
We apologize for the inconvenience of receiving the wrong item. Please email us with your order number, the missing item details, and the incorrect item you received. We will investigate this for you and ensure you receive a response within 12 hours during our business hours.

Is it possible to deliver internationally?
Yes, it is possible. We deliver internationally through our website www.novirelief.com (Belgium).

What happens to your order if you are not home?
The delivery will most likely be offered to your neighbors. If the neighbors are also not home, the delivery person will leave a note that they will attempt delivery again on the next delivery day.

Can I change the delivery time?
This is only possible after the first delivery attempt. You can request a change through the link provided in your track & trace.

I received the wrong product packaging; what should I do?
Please email us with a photo of the packaging and your order number. We will investigate this and get back to you with a solution.

TRACK & TRACE

When will I receive my tracking code?
You will receive the tracking code as soon as your package has been processed. Usually, you will receive it within a few hours.

My Track & Trace does not show any status; is this correct?
Please note that when your Track & Trace is generated, your package is not yet in the hands of DHL. Therefore, the delivery time is not immediately known, and it's best to check your status again the next morning. If there is still no update, your package has not yet been assigned to a route. It is best to wait a little longer. If it takes more than 2 days, you may contact us so we can look into it for you.

The status of my Track & Trace is "shipment expected, but not yet in sorting process." What does this mean?
This means that your package is currently between our logistics center and the DHL depot. The first scan is done at the depot. You can wait, as a delivery time is usually available on the next delivery day.

The status of my Track & Trace is "sorting center." What does this mean?
This means that the package has arrived at the DHL sorting center. DHL will conduct another scan, after which you will receive a delivery time via the Track & Trace link.

YOUR PACKAGE

My package is marked as delivered by DHL, but I have not received it. What should I do?
We apologize that you have not received your package. DHL may have delivered your package to your neighbors without leaving a note. Please check with your neighbors first to see if they have your package. If this is not the case, please contact us directly. We will contact DHL to request more information about the delivery.

My package is damaged; what should I do?
We apologize for the damaged package. Please send us photos at reliefnovi@gmail.com and include your order number. We will review the situation and advise you on the best course of action.

My order has been canceled, but the payment has been deducted from my account.
Please contact us so we can look into the situation. You can email us about this, and we will investigate it for you