Introduction
On this page you will find an overview of all matters concerning your account and orders as well as the legal and financial aspects of this website. Detailed information is often found on separate pages. The links to these pages can be found at the corresponding topic.
VAT
All prices listed are including VAT. All dietary supplements are subject to the low VAT rate (9%), personal care products are subject to the high VAT rate (21%).
More about about prices and discounts
How to order at Smeets & Graas
1. Search for the product you want to buy. Then place it in your digital shopping cart by using the blue order button. You can now continue shopping or continue ordering.
2. On the shopping cart page you will see a summary of your order and possible shipping costs. You can also make changes here. Click the blue 'Continue Ordering' button to log in.
4. Delivery options: for orders in the Netherlands you will be shown 3 basic options:
- Send to residential address
- Send to delivery address (another address than the home address)
- Pick up at a PostNL Collection Point
Depending on your choice, you may be presented with other ordering options. This also applies if you want orders delivered to Belgium or other countries.
5. Check and complete the order: All the details of your order are summarized on this page. At the top right of the page, you will see which payment methods you can start using right away. Tick the box to agree to the privacy statement and terms and conditions and then click the blue "Checkout" button.
6. Payment: payment for your order is handled by the payment provider CM Payments. Depending on your choice of payment method, you will be guided through the corresponding procedure. Upon completion of the payment, you will return to the Smeets & Graas website.
Within minutes you will receive an email with all the details of your order. Do you not receive this email? First check the Spam folder of your email program. Possibly the mail ended up there. If that is not the case, perhaps the e-mail address you entered is incorrect or incomplete. It is best to contact us if this is the case.
Complaints procedure - Thuiswinkel Disputes Committee
If you have a complaint about our products or our service, please contact us through the contact form. You will receive a substantive response from us within 14 days of receiving your complaint.
Are you not satisfied with the handling of your complaint? Please submit it to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Dispute Commission through the European ODR Platform (https://ec.europa.eu/consumers/odr/).
Legal Warranty
All items you buy from us are covered by the legal warranty. Legal warranty means that a product is or should do what the consumer can reasonably expect from it.
Payment of your order
Smeets & Graas uses the payment provider CM.com (formerly: Docdata Payments). You can pay with iDEAL, Credit Cards, Paypal, Afterpay, bank transfer (wire transfer) and various foreign payment methods. We do not charge any fees for payment methods.
See the page: Paying for your order at Smeets & Graas
Shipping your order
For the shipment of your order we use the services of PostNL. No shipping costs are charged when the order amount is more than 40 euros. This applies to shipments within the Netherlands, Belgium, Germany and Luxembourg. The exact costs for shipping to other countries will be shown during the ordering process.
If you place an order on weekdays before 4:45 pm and the items you ordered are in stock, your order will be shipped the same day. Orders placed after 4:45 p.m. and during the weekend will be shipped the next business day. When products are out of stock you will be notified via the website and/or by email.
See more details on the page: Shipping Information
Exchanging or returning an order
You may return (money back) or exchange a product free of charge within 30 days. If damaged, you will receive a new product for free.
Products that for reasons of hygiene or health protection are not considered suitable for return and those of which the seal is broken after delivery may not be returned.
See further: Returns and exchanges
Privacy and Cookies
See: Privacy and Cookies
Terms and Conditions
See: General Terms and Conditions Webstore
Disclaimer
See: Disclaimer (health) information
Account
You can log in to your account while placing an order but you can also view your account without placing an order. You can log in with your email address and a password. On your account pages you will find your information, which you can also edit if necesary, and your order history.
Go to: Log into your Account