Shipping, return and refund policy

If your subtotal* exceeds € 120.00, delivery is free. For orders up to € 120.00, 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 € 120.00, the offers cannot be combined. The shipping costs are then € 5.45.

Important information in case of two missed delivery attempts

DHL 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 € 120.00.

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

Our packages are typically delivered during daytime hours. However, please note that the exact delivery times may vary.

At Babs, we strive to deliver your package in a timely manner. However, we would like to inform you that we cannot guarantee precise delivery on the chosen day. Please take into account the possibility of a delay of 1 to 2 days, and in some cases, the delivery may take even longer.

Babs is not responsible for delays caused by third parties. Such as busy days (orders around the holidays or on action days like Black Friday and Cyber Monday), technical issues, or due to incorrect sorting in the depot at DHL.

If you wish to cancel the order due to a delay, you will receive a refund minus the full shipping cost of € 5.45. This also applies to subtotals above € 120.00.

We do not refrigerate our products during transportation due to the use of a double pasteurization method. This method ensures that our products remain shelf-stable without the need for cooling. The double pasteurization process involves subjecting the product to two rounds of heat treatment to eliminate harmful bacteria and microorganisms, thereby extending its shelf life.

Thanks to this pasteurization method, our products can be safely transported without refrigeration. Even in the case of delays in the transportation process, the quality and safety of our products remain intact. However, it is important to note that once the products are delivered to you, it is advisable to promptly remove them from the box and place them in the refrigerator to maintain their optimal shelf life, as indicated in the instructions on the packaging.

We may notify you in advance when your package is packed and ready for shipment. However, please note that this notification does not indicate an immediate pickup by DHL. Our scheduled pickup days are typically on Mondays and Wednesdays, but please be aware that we may vary our shipping days.

Selecting delivery days serves as an indication of when the packages are expected to be delivered. However, we cannot guarantee that the package will be delivered on the chosen day. Please allow for a potential delay of 1 or 2 days.

While we strive to ensure a smooth shipping process, it’s important to note that we do not have complete control over all aspects of delivery. Delays can be caused by external factors, including busy periods (such as holidays or promotional events like Black Friday and Cyber Monday), technical issues, or sorting errors at the DHL depot.

We deliver within the Netherlands, as well as throughout Belgium. Please note that delivery days may vary depending on the location. Keep in mind that some areas might experience slight delays due to logistical considerations.

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.

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.

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 (+24 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 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.
• For free shipments, € 5.45 will also be charged.

DHL 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.

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.

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.

With DHL Parcel, easily track your package online anytime. Get automatic updates via email or push notifications while it’s on the way. Missed the delivery? No problem, simply reschedule online or through the My DHL app.

If no one is available, your package will be taken to a nearby DHL ServicePoint the next day. Want it delivered at home? Just arrange a new delivery appointment.

Are you dissatisfied with the delivery of DHL? You can report your complaint directly to our logistics partner via your track & trace.

To improve our service we would like to be informed about the complaints about the delivery. All complaints can be emailed to contact@babsbonebroth.com. In case of any damage or breakage, we ask for a picture of the outside and inside of the package on the day of delivery. Without a picture, we can unfortunately not handle such complaints.

If you need any help or have any questions about the delivery process, please contact DHL customer service. You can find the details in the email with the track & trace. Can’t find the answer to your question? 

Do not hesitate to contact us. You can do so by sending an email to contact@babsbonebroth.com.

We take safety, quality, and customer service very seriously. Wherever possible, we will do everything in our power to find a solution to any problem.

Babs responsibilities during the logistic process:

• Babs is responsible for choosing reliable logistics partners.
• Babs is responsible for providing DHL with the correct administrative work. Such as the delivery address, e-mail address, telephone number, and additional notes by customers.
• If the delivery address turns out to be invalid in the DHL system, we will contact you. Your order will not be dispatched until we have contacted you.
• If you, as a customer, wish to change or cancel your order before it is dispatched (09:00), Babs will amend the records as required.
• Babs is responsible for communication and follow-up if you are not satisfied with the services of the third-party courier. We are here for you!

Do you have any other questions regarding the delivery of our products? We have already answered the most common questions on our FAQ page. For specific questions, you can always send us an email at contact@babsbonebroth.com.