Do you have any concerns or has something gone wrong? We can hopefully answer your question here. Of course, you can also contact us by calling us (link) or by chat or email. Our team is ready to handle your order from A to Z!
How do I create an account?
You can create an account by clicking ‘login’ at the top right of the menu. Here you’ll be given the option to create an account. Then enter your details and choose a password. Now you have an account and you can order the desired products.
How can I log in to view my account information?
To view your account information, you can log in using the ‘login’ button at the top right of the menu.
How can I change my account information?
After logging in, you can change contact details, address details and newsletter subscriptions.
Ordering and payment
How do I place an order?
Place the desired products in your shopping basket and log in with your account. In the order overview you can see an overview of the total number of packages and pallets. Once you have confirmed an order, you will automatically receive an order confirmation. Based on this order confirmation, your order is processed by our back office as soon as possible during office hours, and you’ll receive a final order confirmation. This confirmation indicates where and when the order will be ready and/or delivered.
Can I change my order after placing it?
You can only change your order by contacting one of our employees. We will then discuss with you whether changes are still possible.
Can I cancel my order?
You can cancel your order by sending a cancellation request to one of our employees within 1 hour after ordering.
Can I view my order history?
Yes, you can. After you have logged in, you can find the ‘orders’ button in your account. Here you can find all placed orders.
I have not received an order confirmation. Now what?
You can reach us around the clock by sending an email to firstname.lastname@example.org or by using the contact form on our contact page. On working days you can reach us between 7 a.m. and 5 p.m. on +31 180 745 300 and via our chat.
Can I order as a private individual?
You can order as a private individual by collecting it yourself, unless you, as a private individual, would like to order a whole pallet ;-)
The prices in our webshop are exclusive of VAT. For private deliveries, VAT is charged and the delivery must be paid in advance.
When do I have to pay?
For our business customers, a payment term of 30 days applies if you are insured through our credit insurer Coface.
When will my order be delivered?
After you have received the order confirmation, your order will be prepared and loaded at the specified location or delivered to the delivery location you have specified. The anticipated availability or delivery date is stated on the order confirmation.
How about transportation costs?
In the case of a PREPAID delivery, the transport costs are included in the sales price.
What is FOT?
FOT stands for ‘Free On Truck’. This means you collect the order yourself at the location indicated on the order confirmation. In the case of a prepaid order, we ensure that the order is delivered to the delivery address you’ve indicated.
Where can I load?
The exact loading location is stated on the order confirmation. In most cases this will be the cooled warehouse of BroomFrio in Ridderkerk.
Are any deliveries made directly from the producer?
No (not yet); we currently deliver everything from our location in Ridderkerk.
What should I do if my order has not been delivered?
You can reach us around the clock by sending an email to email@example.com or by using the contact form on our contact page. On working days you can reach us between 7 a.m. and 5 p.m. on +31 180 745 300.
What should I do if the delivery does not meet my expectations?
If there’s something wrong with the quality, weight or size of your ordered products, you can contact us by phone or email. Each order is subject to the conditions set out in our general terms and conditions.
Could delivery face issues due to the corona crisis?
No, because we deliver from stock.
Are all products organic?
Not all products are organic. In the list of product categories you will find an overview of our range of organic products. These products can also be recognised by the label ‘organic’
How about food safety?
We work according to IFS's strict food safety standards (https://ifs-certification.com/index.php/en/ifs). FMI has an IFS certificate that you can also find here.
How about certifications?
All our certifications can be found under the heading ‘contact’ under ‘downloads’. These can be downloaded in PDF.
How are the CO2 emissions of Fair by Nature products compensated?
You can find everything you want to know about Fair by Nature's Co2 compensation project at the following link: https://www.fairbynature.com/files/compensation-co2-emissions-en.pdf
What should I do if my question is not listed here?
For other questions you can reach us around the clock by sending an email to firstname.lastname@example.org or by using the contact form on our contact page. On working days you can reach us between 7 a.m. and 5 p.m. on +31 180 745 300.