FREQUENTLY ASKED QUESTIONS
1. I want to put some instructions/requests for my order, how do I do this?
You can add special notes or instructions for your order while you’re in your cart. For any immediate requests though, we would suggest that you contact us on +31 (0) 208 943 334 for Customer Service or send an email to email@example.com for further assistance.
2. Can I update my contact details and delivery address?
Yes. There are two ways to do this. One is by going to your account settings. Another option is to just do the changes during checkout. Every time you place an order, you are being asked to enter your billing/shipping address so feel free to provide the new details instead.
3. What are delivery costs?
Delivery costs vary depending on the size and weight of the order and location of delivery.
The freight costs for your order can be seen at any point at the “view cart” page (you can access this through the top right hand side of the screen). When you order online you can review your freight quote when checking out before processing payment and have the option of choosing the most economical or fastest freight option. If your order is placed via email we will send you a freight estimate with your order confirmation.
Freight charges are passed on to our customers at an estimated price given to us by the freight company. Instead of loading up prices to cover freight costs, we choose a pricing structure which separates freight charges from the prices of the actual food products. We feel this is a more transparent way of operating.
4. How long will my order take to get to me?
We aim to get to your order out of our supplier within 4-6 business days. It is then in the hands of the freight company.
5. How do I know if my order has gone through?
Once we have received your order, you should be presented with a screen that says “Thank you, we have received your order”. You should also receive an email notification confirming that we have received your order.
6. How can I track my order?
Once your order has been dispatched, you will receive an online tracking number to monitor the delivery status of your order.
7. Do you ship internationally?
Of course, we are able to ship internationally.
8. My order has arrived and something is not right. What do I do?
Please provide us with as much information as possible including batch numbers, order number, date goods were received and photos. One of our helpful customer service team members will contact you ASAP.
9. What is your return policy?
Please refer to our Return & Credit page.
10. How can I become a wholesale customer?
If you are able to meet our wholesale customer criteria and fulfill the minimum order requirement of €150 per order, we will be very happy to cooperate with you.
11. I’ve registered as a wholesale customer, now how do I order?
You can also place your order in writing (phone or email) through our Customer Service Team.
12. How do I change or cancel my order?
Please contact the High Organic customer service team on +31 (0) 208 943 334 immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel or make changes. As we are a company concerned about the environment and minimal wastage, once orders have been packed, there will be a €50 repacking fee added to your invoice to change and repack wholesale orders.
13. Do I need to pre-order?
Yes please, this gives our suppliers and High Organic team the time to process and pack your order so it can be with you as soon as possible. Generally if you place your order online, email or phone your order to us it will be ready for leave within 2 -3 working days.
14. How can I track my order?
Once your order has been dispatched from us you will be sent an email with your tracking number. Just take this number to the carrier’s website to see the progress of your delivery.
15. Can I apply for a credit account?
To apply for a credit account you must fulfill our specific credit account criteria. This includes an average spend of more than €1000 per month and a minimum trade with us for 3 months. We choose to insure our credit exposure and as such all credit applications with us are subject to fixed application fees (thus our requirements for the average minimum spend of €1000) and usual background credit checks of applicants.
16. What if products are out of stock?
If we cannot service an item in your order we will give you a call and offer to replace it . If we cannot offer a suitable replacement, we will refund you for any products not delivered.
If we can’t reach you, the delivery note contained in your order will list all the products you’ve bought, and mark any substitutions you have received or products that need to be refunded due to lack of availability.
17. What happens if I am not happy with some of the products in my delivery?
If you are not satisfied with the quality of the products we deliver, we will more than happily refund the value of the product/s upon presentation of your order number. When your order is delivered you also may return any item and receive a full refund. To request a refund, please contact our customer service team on: firstname.lastname@example.org
18. What if I need something that you don’t have on your website?
If there are any products you’d like to purchase online, please email your requests to email@example.com and we will do our best to range the products for you.
19. Where can I direct my requests, feedback and queries?
20. What forms of payment do you accept?
If ordering online, you can pay using your Visa, MasterCard, American Express, PayPal, IDEAL, Bancontact, SOFORT Banking, SEPA, KBC/CBC Payment & Belfius Direct Net.
21. Is it safe to use my credit card on your website?
High Organic prides ourselves on offering a safe and secure online shopping experience. The safety and security of your personal information is extremely important to us. We use a range of electronic and physical security measures and devices to protect your personal data and credit card information.
22 How do I redeem my discount/gift card?
Discount codes or gift cards are automatically applied.