Delivery Time & Shipping Costs
How long does it take to process my order?
Typically, your order will be shipped within 1 to 2 business days. Orders for the Netherlands and Belgium that are delivered by DPD will be shipped on the same day if placed before 18:00 on business days.
When will my order be delivered?
Once your order has been shipped, you can expect delivery by DPD the next business day. Shipments to Belgium are delivered within 1-2 business days.
Pallet Orders
Please note! This applies to parcel services. Orders of 10 boxes or more will be shipped on a pallet. In this case, please allow for an extra business day. For the latest delivery information, check the track & trace email you will receive from us once your order has been shipped. For countries other than the Netherlands and Belgium, the delivery time is 2-5 business days.
Where can I check the status of my order?
If you place an order via your own account, you can view the status of your order there.
Pending: We are still waiting for payment for the order. Once the payment is received, we can process the order.
Processing: Your order is being processed and will be shipped within 1-2 business days.
Complete: The shipment has been dispatched or will be shipped as soon as possible. Even if you order and pay as a guest (without an account), the shipment will be sent within 1-2 business days. Once your order has been shipped, you will receive a track & trace code from us to track your shipment.
What are the shipping costs?
The shipping costs are as follows: Netherlands and Germany: €7.95 (ex. VAT), Belgium: €7.95 (ex. VAT). For orders to the Netherlands, we cover the shipping costs starting from €250 (ex. VAT), while for Belgium and Germany, the threshold is €500 (ex. VAT). For remote locations such as islands, the carrier may charge an additional fee. We also deliver to other European countries. Please feel free to contact us for more information.
Are express deliveries possible?
Yes, the courier services we use offer express delivery options for an additional fee. These extra costs depend on when and at what time you want the shipment delivered. Please note! In this case, we need your order, payment, and all relevant information by 11:00. For more information, please contact our customer service.
Delivery
Can I view or change the place or time of my order?
Orders for the Netherlands and Belgium are shipped with DPD. The standard delivery times for DPD are Monday to Friday from 08:00 - 18:00. Please refer to the track and trace information we send you to see when your order will be delivered. DPD schedules its own routes and delivery times, which we have no influence over. Once dispatched, unfortunately, the delivery address cannot be changed.
What happens if I’m not present to receive the order?
No worries! If no one is available to receive the order, DPD will automatically attempt to deliver the order again on the next working day. If this second delivery attempt is also unsuccessful, your order will be delivered to a pickup point where you can collect it. The courier will leave a note with pickup instructions. Please note that your order will be held there for a maximum of 1 week; after that, it will automatically be returned to our warehouse.
Can I have my order delivered to a different address?
Yes, this is possible. You can enter the address details of a different delivery address during checkout. However, once your order has been dispatched, unfortunately, it is no longer possible to change the delivery address.
Can I pick up my order at your office or warehouse?
There is no stock available at our office; all orders are shipped from our warehouse. Unfortunately, our warehouse is not set up to receive customers for order pickups. Please contact us if you need your order quickly.
Can I have my order delivered to a festival, event, or fair?
Yes, this is possible, but in our experience, it is not always straightforward. Firstly, DPD only delivers to the reception and not directly to your exhibition stand. Secondly, many (larger) events and festivals have very strict security measures for incoming goods. Therefore, we recommend contacting us if you want to have your order delivered to a festival, event, or fair. We can then coordinate together on how to send and deliver your order.
Is it possible to have my order delivered on the weekend?
Standard delivery days are Monday to Friday. DPD also offers Saturday deliveries; however, this is not a standard option. We have noticed that deliveries on Saturday often do not occur due to high demand and are frequently delivered to parcel shops instead. Sunday deliveries are unfortunately not possible.
Is it possible to send my order to Switzerland or Norway?
Due to customs and tax regulations in these countries, we are unfortunately unable to deliver there. However, we do have the option to deliver to the border so that you can import the products yourself. Please contact our customer service for this option.
Samples
Do you also send samples or can I order samples?
Of course, it is possible to receive samples. This way, you can see and test our products before making a purchase. The samples are free; however, we do charge a small fee for shipping costs of €7.95 (ex. VAT). For larger sample requests, we may ask for a higher fee.
Shipping samples takes about 1-4 working days, depending on the delivery address. If a sample product is not in stock, the delivery may take a bit longer. We ship samples from our office in Rotterdam, and they cannot be combined with regular orders shipped from the warehouse in Rozenburg.
To order samples, please send us an email with the following information: which products you would like to receive as samples, your billing and delivery address, and your agreement to the shipping costs. After that, we can start processing your sample request and prepare a package. Once the package is ready, you will receive a shipping confirmation from DPD.
Stock
How can I check if a product is in stock?
We generally maintain a large inventory. You can see the stock status of each product on the product page. The stock status for each specific product is displayed below the article number (SKU).
The product I want to order is out of stock. How can I find out when it will be back in stock?
Even though we create forecasts for our sales and carefully plan our purchases, it can unfortunately happen that a product is out of stock. We do everything we can to restock a product as quickly as possible. If a product is unavailable for an extended period, we will communicate this on the website. If you would like to know when a specific product will be back in stock, please send us an email with the article number, and we will respond promptly.
Ordering & Payment
How do I place an order?
Business customers and consumers can easily place orders with us!
- Go to a category and select the product(s) you want to order.
- Enter the desired number of boxes.
- Add the product to your shopping cart.
- Once you have added all the products you want to order to your cart, proceed to your cart.
- Continue to checkout to complete your order.
- Fill in your details in the relevant fields. Mandatory fields are marked with *.
- After filling in your details, choose your preferred payment method and follow the instructions.
- Once the payment has been completed, your order will be placed with us. You will receive a confirmation via the email address you provided.
- If you have any questions or need assistance, please feel free to contact us.
Is there a minimum order amount?
Yes, the minimum order amount is €29 (excluding VAT and shipping costs). By setting a minimum order amount, we aim to prevent shipments consisting of a single product, thereby reducing our CO2 footprint and avoiding unnecessary packaging waste. This is part of our sustainability strategy.
What payment methods can I use?
We offer the following payment methods on our website:
- iDEAL
By using iDEAL, you can pay online directly through your own bank. The payment is received within a few minutes, allowing your order to be processed quickly. This payment method is only available in the Netherlands. - Credit Card
It is also possible to pay for your order with a credit card. We accept Visa and Mastercard only. You can complete your order through a secure connection. Keep your card number and CVC code handy. You may also be asked for a PIN or secure code. Like iDEAL, the payment is received within a few minutes, allowing for quick processing of your order. - PayPal
You can also pay using your PayPal account, which is linked to your credit card or bank account. The payment takes place in a secure environment and is received within a few minutes, ensuring quick processing of your order. - Bank Transfer / Prepayment via Bank Transfer
If you choose the bank transfer payment method, you can transfer the total amount to the indicated account number. Please clearly mention the order number when making the payment. It is important that the order is placed before the payment is completed; we cannot process individual payments. On the first business day after receiving your payment, the order will be processed. For payments from another bank or outside the Netherlands, it may take a few days. If you do not want to wait, you can send us a valid payment receipt from your bank.
Name: Bio Futura BV
IBAN: NL97 RABO 0325282668
BIC: RABONL2U - Bank Transfer / Invoice Payment
For companies that order from us frequently, schools, municipalities, and government institutions, it is possible to pay on account. You will receive the invoice exclusively via email at the address you provided. For information about this service, please contact one of our staff members.
Direct Debit / SEPA
If you order from us regularly, you can request us to process the payments of your invoices automatically. This is done through our bank via a pre-authorized direct debit from your side. This means that we will automatically debit the invoice amount from your account after 14 days. This way, you have more time to focus on your own business and will never miss a payment to us. If you are interested, please contact our customer service.
I work for a company or a (semi-)government and can only order on account. Can something be arranged for that?
Specific large companies and organizations such as schools, municipalities, and government entities can order from us on account. We would like to receive a request for this via email. By means of a registration form, we can then create an account in our system. After that, we can process and ship the order(s) on invoice. If you need the order quickly, we recommend using another payment method.
Is it possible to order by phone or email?
We encourage our customers to place orders through our website. This is the easiest and fastest way to place and process orders. Please contact us if you would like to order via email.
Is it necessary to enter a VAT number during checkout?
If you are a business customer and/or based in another EU country than the Netherlands, we advise you to enter your VAT number. We ship orders from the Netherlands and can therefore issue a VAT-free invoice when delivering outside the Netherlands. This is known as an intracommunity supply and is a tax arrangement of the EU. When you enter a valid VAT number during checkout, the order will be automatically processed without VAT.
Intracommunity supplies apply only to business customers with a valid VAT number. Private customers do not need to fill out this field.
What does 'PO number' mean, and is this a mandatory field?
A PO number (Purchase Order number) is often used by companies to easily connect orders and invoices. When a PO number is entered, it will automatically be displayed in the order confirmation and on the invoice. It is not a mandatory field, so if you do not use a PO number, you can leave this field blank.
Product Information
Is it possible to have products printed with a custom design?
Yes, many of our products can be customized with your own print. However, certain minimum order quantities apply. For more information about custom printing on products, click here.
Are all your products biodegradable and compostable?
Yes, all our products are biodegradable and even compostable. For example, oil-based plastics do not decompose but break down into small micro-particles until they become microplastics. By composting our products in an industrial composting facility, they break down within 9-12 weeks into water, CO2, and biomass, leaving nothing behind. You can find more information about the compostability of our products here.
After use, what is the most sustainable way to dispose of your products?
Our products can be processed in several ways after use. We encourage our customers to dispose of our products in organic waste (GFT) along with food scraps. This way, our products are composted, and the cycle is closed. We do advise you to check with your waste processor about their policy regarding certified compostable products and where they should be disposed of.
How long does it take for your products to fully decompose?
Our products are made from natural materials and are certified according to the European standard for compostable products: EN-13432, where applicable. Our products will fully decompose in an industrial composting facility within 9-12 weeks. You can read more about the EN-13432 certification here.
Can I also purchase sustainable shipping boxes from you?
No, we do not sell sustainable shipping boxes. There are many packaging wholesalers that offer shipping boxes made from FSC® or PEFC certified materials.
Returns
Can I return my order?
Yes, this is possible for individual customers. The right of return does not apply to businesses, associations, and organizations.
After your purchase from Bio Futura BV, you have the right to return the products within 14 days of receipt. During this period, you can return the order unused, undamaged, and complete in the original packaging. If your order consists of a personalized product or is specially ordered for you, we cannot accept the return shipment. Due to food safety and hygiene reasons, only unopened and unused products can be returned. The costs for returning the order are borne by the buyer. Customers are responsible for all shipping costs for returning packages. A restocking fee of €1.95 excl. VAT per box will also be charged for each returned box and is the responsibility of the customer. In the case of a wrong delivery, Bio Futura BV will cover the costs. For refunds, the total amount for the returned products will be refunded after receiving the products in our warehouse. The environment is important to us, and therefore we want to remind you that returning products has a negative impact on the CO2 footprint due to the transportation of a package back to our warehouse. We ask you to consider this when returning a product. Our general terms and conditions apply to returns.
Please send us an email if you would like to register your return with us.
I placed an order as a company. Can I return my order?
The right of return does not apply to businesses, organizations, and associations.
Are there costs if I want to return my order?
Yes, the costs to return the order to our warehouse are the responsibility of the customer. The average shipping cost for a package with PostNL is €6.95. You may also return the package via another courier service.
I have returned my order; when will I get my money back?
Once your return shipment has arrived at our warehouse, it will take a maximum of 1 week for the warehouse to process your return. After this, you will receive a credit note from us, and we will refund your money. We will refund the money using the same payment method you used to place the order. For example, if you paid for your order via iDEAL, we will refund the money to your account via iDEAL.
Questions & Complaints
How can I contact you if I have a question or complaint?
Any comments, complaints, or questions are valuable information for us, as they help us continuously improve our services and products. Therefore, please do not hesitate to contact us if you have any questions or comments. We are happy to assist you!
When is your customer service available?
Our phone lines are open on weekdays (Monday to Friday) from 09:00 to 17:00. We are closed on weekends. If all lines are busy, please send us an email or try again later. We strive to respond to your email within 1-2 working days.