Frequently Asked Questions

Warmer weather presents additional challenges. Especially when it comes to transporting food. Even if it does not need to be refrigerated during transport. We prefer to refrigerate our products to preserve the quality of the gelatine (collagen).

Therefore, during the warmer days (+20 C) we use 100% ECO-friendly cooling bags. These bags are reusable and fully recyclable. The packaging is made of kraft and is filled with water. When you want to throw away the cooling element, just cut open the bag and pour out the water. The cool packs cool for up to 30 hours.

DHL Vandaag is an external company. Therefore we cannot change the details of your order once it has been sent. If your order has not been processed yet, you can change or cancel it. This can be done by sending an email to contact@babsbonebroth.com before 9 am.

We work together with DHL Vandaag. Our products are dispatched for delivery on Tuesday and Friday within the Netherlands.

*Delivery only on Tuesdays and Fridays

*Check our Delivery Agenda during checkout for updates

*Delivery is always in the evening

We aim to ensure that you receive your order as quickly as possible. All orders registered before 00:00 will be delivered on Tuesdays and Thursdays between 17:00 and 22:00. The delivery is always the same day.

Packages are neither dispatched nor delivered on weekends and on Dutch public holidays.

*Please check the agenda for the exact delivery days. 

If your subtotal* exceeds € 150.00, delivery is free. For orders up to € 150.00, we charge € 5.45 delivery costs per package.

*Subtotal is the total after the application of a discount, a current promotion or loyalty points. If a discount, a current promotion, or loyalty points reduce your subtotal to less than € 150.00, the offers cannot be combined. The shipping costs are then € 5.45.

Important information in case of two missed delivery attempts

DHL Vandaag is obliged to make 2 delivery attempts at the address indicated. Babs is not responsible for the 3rd delivery attempt! After the last attempt, the parcel will be returned to Babs. You will then receive a refund minus the full shipping costs of € 5.45. This also applies to subtotals above € 150.00.

So make sure you are home at the agreed time to avoid your package being returned.

We aim to ensure that you receive your order as quickly as possible. All orders registered before 00:00 will be delivered on the next working day* between 17:00 and 22:00. 

Packages are neither dispatched nor delivered on weekends, on Dutch public holidays and when our webshop is closed for deliveries.

*All delivery updates you will find in our Agenda during checkout

*Only on Tuesdays and Fridays.

After your order is dispatched (packaged and sent off), you will receive a confirmation email from Babs, and a tracking number (via email) from our courier partner DHL Vandaag containing your package’s tracking information.

If you place your order on the weekend or during a Dutch public holiday your order will be dispatched on the next working day*. Please allow for an additional period to receive your tracking details in this instance.

*Only on Tuesdays and Fridays

DHL Vandaag is obliged to make 2 delivery attempts to the indicated address. Babs is not responsible for the 3rd delivery attempt! After the last attempt, the parcel will be returned to Babs. You will then receive a refund minus the full shipping costs of € 5.45. 

So make sure you are home at the agreed time to avoid your package being returned!

What to pay attention to

• The delivery & e-mail address must be correct. It is the sole responsibility of the customer to ensure that this is correct!
• The customer must be at home at the time indicated by DHL Vandaag.
• Please do not use your office address. The delivery time is always in the evening.
• For free shipments, € 5.45 will also be charged.

Neither BABS nor DHL Vandaag is responsible for the third delivery attempt! The customer will receive a refund or the order minus the full transportation costs of €5.45. This applies also to Free delivery orders.

Our products are packed in glass and are vacuum sealed. Delivery is not refrigerated as our products are not sensitive to temperature variations during transport.

After receiving your order, please place the jars in the refrigerator. This guarantees the best quality of collagen. The gelatine can only form in the refrigerator. The ideal temperature for the optimum shelf life of food in the fridge is between 3 and 4 degrees.

Please note! Do not freeze full jars. The jars can explode or burst in the freezer! Babs is not responsible for damage caused by an incorrect storage method.

Our Broths can also be stored outside of a refrigerator for up to 4 weeks, so long as they are unopened and stored in a cool, dark place, it is safe to consume.

We offer Free delivery on domestic orders above €120.

 This means your order must: 

 1) Have a destination within the Netherlands

2) Have a subtotal of €120 or more*

If you meet both of these requirements, no transportation fee will be charged at the checkout!.

*Subtotal is the total after a discount is applied. If a discount lowers your subtotal to below €120, then please note both offers cannot be combined.

We deliver within the Netherlands, excluding the Wadden area.

We’re sorry, but we do not deliver our products to international destinations for orders placed online. Customers who wish to purchase Babs products from other countries will need to contact us directly, contact@babsbonebroth.com. We will send you our international delivery protocol.

B2B shipping please contact paulina@babsbonebroth.com or call 0031634142440 .

Since DHL Vandaag is a third-party company, we cannot alter the order details once it has been dispatched. Also when the customer misses the second delivery attempt, Babs Bone Broth is not responsible for the third delivery attempt! The customer will receive a refund minus the full transportation costs (€5.45).

YOUR RESPONSIBILITY:

1)      The delivery & email address should be correct, and it is solely the responsibility of the customer to ensure that it is!. 

2)     The customer should be at home at the designated time as communicated by DHL Vandaag.

 Note: Don’t use your office address, as the delivery time frame is always in the evening.

Of course! Simply include your recipient’s shipping information & a personal note in your order and you’re good to go.

If you receive the package and notice that the products are damaged, take a photo of the damage and the outside of the box. Please send the photos to contact@babsbonebroth.com.

Important information

• We only accept reports of “damage” that are made on the day of delivery!
• Without added photos of the damage and the outside of the box, we cannot process the complaint.
• We do not offer vouchers for problems due to: personal taste preference (i.e. you don’t like the broth), careless/incorrect order information (such as sloppy or incorrect address details), or for products that have been stored incorrectly (such as kept in a warm place or opened but not refrigerated).

Our solution

We offer you a credit note or a refund for the damaged products if you comply with the above points.

Neither BABS nor DHL Vandaag is responsible for the third delivery attempt! The customer will receive a refund or the order minus the full transportation costs of €5.45. This applies also to Free delivery orders.

As part of our food safety and quality standards, we do not accept returns or exchanges. We do not offer returns or credits for problems due to: personal taste preference (i.e. you don’t like the broth), careless/inaccurate order information (such as sloppy or incorrect address details), or products that have been stored incorrectly (such as kept in a warm place or opened but not refrigerated). 

If you experience any problems with our products, please contact us via email at contact@babsbonebroth.com.