Frequently asked questions about our products

CUSTOMER SERVICE

Do you have a question or need personalized advice from our advisors? Please contact our customer service team.

Email: customerservice@tinellasuperfoods.nl

How can I order?
Ordering from Tinella Superfoods is easy and can be done in several ways:

1. Through our website
   Place the products and the quantity you want in your shopping cart. For each product selection, you can choose to continue shopping or checkout immediately. You can still adjust your order during checkout. You have the option to create an account for future orders, but this is not required.
2. Order Confirmation
   After completing your order, you will immediately receive an email confirmation.

Do I need an account to order?
No, you can also order as a guest. Creating an account is optional and makes future orders faster.

Can I change my password?

In “My Account” at the bottom left you can easily change your password.

I forgot my password?

You can then request a new password. Under “My Account,” click on “Forgotten password,” and you’ll be logged in again in no time.

PAY

What payment options are available?

At Tinella Superfoods, we offer the most trusted payment methods in each country. You can use:

• Netherlands: iDEAL (the standard for secure payments).
• Belgium: Bancontact (especially for our Belgian customers).
• Germany: PayPal and Sofort (Klarna) or Giropay.
• France & International: PayPal.

Are the prices inclusive or exclusive of VAT?
Al l our pricesinclude VAT, unless otherwise stated.

What are the shipping costs?
For orders over €39, shipping is free within the Netherlands and Belgium. For orders below that amount, shipping costs may vary depending on location.

SHIPPING & DELIVERY

What happens if I’m not home when the delivery takes place?
If you’re not home, PostNL will try to deliver your package to your neighbors. If that’s not possible, the package will be taken to a collection point, where it will remain for up to seven days. You’ll receive a message with the location and details.

When can I expect my package?
Orders placed before 4:00 PM will be shipped the same day. You will usually receive your package within 1-2 business days of dispatch. International orders may take 3-5 business days to arrive.

Can I track my order?
Yes, you’ll receive a track & trace code as soon as your package has been shipped. You can use this to track your package.

RETURNS – RETURN POLICY

Returns – How do they work?

1. Legal cooling-off period:
   You are always entitled to a 14-day cooling-off period after receiving your order. Within this period, you can cancel the purchase agreement and return the products.
2. Additional service:
   At Tinella Superfoods, we offer an extended 30-day return period with free shipping for your convenience.
3. Return Shipping Steps:
   • Register your return by email to klantenservice@tinellasuperfoods.nl and state your name, order number and the products you wish to return.
   • Receive a confirmation with further instructions.
   • Please return your product to us within 14 days of your return notification.

Return address:
Tinella Superfoods
Rietgorsstraat 16
2496 ML The Hague
Please include the following information with your return: RMA + order number (for example, on the box or in a note inside the shipment).

Refund:
Once we receive your return or proof of shipment, we’ll refund the purchase price (including any shipping costs for the outbound shipment) using the same payment method you used. This will happen within 14 days.

Exceptions for Hygiene Products:

For reasons of health protection, certain products cannot be returned if the seal has been broken after delivery, such as:

• Tablets
• Tablets
• Powders
• Drinks
• Creams
• Oils

In case of damage to products during use, we cannot fully reimburse you.

Complaints handling

Where can I file a complaint?
If you have any complaints, please contact us at klantenservice@tinellasuperfoods.nl. Please provide all details so we can handle your complaint quickly and efficiently.

How quickly will I get a response?
We will do our best to respond to your complaint within 14 days.

Not satisfied with the handling?
If you are not satisfied with how your complaint was handled, you can submit it to the Thuiswinkel Disputes Committee (www.sgc.nl) or the European ODR Platform (http://ec.europa.eu/consumers/odr/).