a) How does the online ordering procedure work?
Ordering online from Nutrogenics is easy and the procedure is extremely user friendly, but we have included a description of the various stages just to be on the safe side:
Stage 1: shopping trolley – Click the order button underneath your chosen product. You have the option to choose the packaging type you require, usually consisting of 1, 4 or 6 items. The product is then automatically deposited in your trolley. If necessary, you can also increase or decrease the number of units of your chosen packaging using the + and – symbols alongside your order.
Stage 2: discount code – You can enter your personal discount code or the discount code provided by your nutritionist in the yellow box at the top of your shopping trolley. Your personal discount code can be found on the Membership Card you will have received with your first order.
Stage 3: data – Once you have selected a product you will be asked to choose a dispatch method, i.e. via Bpost or DPD. Certain products, e.g. liquid oils, can only be sent via DPD. The same applies to an order containing too many products to be sent via Bpost.
Stage 4: Once you have selected your dispatch method, click on “PROCEED TO PAYMENT”. You will then access a new screen giving you the option to select “FAST PAYMENT”, where we ask for your name, address and delivery address if this differs from your invoicing address. Or you can select “EXISTING CUSTOMER”. We then enter your data automatically after you have entered your e-mail address and password created with your previous order.
Stage 5: check and pay – You are given the opportunity to check the data you have entered. You can then indicate how you would like to pay and complete your order by clicking on the icon for your selected payment method.
Stage 6: order confirmation – You will receive immediate confirmation of your order by e-mail.
b) Which payment options are available?
Payment can be invoice based or completed (via the website) using OGONE whereby the following cards can be used: VISA, Mastercard, American Express, iDEAL, PayPal, ING Home Pay, Maestro, Bankcontact Mister Cash, Belfius Direct.
The Nutrogenics website uses a secure SSL connection to ensure that your payment is safe. OGONE is the user friendly and reliable online payment system used by various banks. It is linked to your Internet banking programme. There is no need to download files or register in order to use OGONE. If you opt for the invoice method, we will send you an invoice by e-mail and will forward your order upon receipt of your payment. We kindly request that you pay your invoice within 14 days of receipt. When you make a payment please ensure that you include the 10 digit reference number quoted on the invoice. Our account number is
BE50735030616218 – BIC: KREDBEBB, in the name of WHC Labs bvba, Fruithoflaan 97-bus 26, 2600 Berchem.
c) How will delivery proceed?
Quickly, deposited in your letterbox via Bpost, without confirmation of receipt and potential loss insurance: Orders to be delivered in Belgium via Bpost and completed before 15.00 hrs Monday to Thursday, are almost always delivered the following day – deposited in your letterbox in handy envelopes tailored to most letterbox sizes. There is no need to stay at home and wait for delivery. Your order is despatched via Bpost the same day. Orders for other European destinations take a little longer. Deliveries are usually completed within about five working days, except in the Netherlands where orders take approximately 2 days to arrive.
Delivery via DPD with confirmation signature and loss insurance: Deliveries throughout Belgium and Europe are made via DPD. Orders to be delivered in Belgium via DPD and completed before 17.00 hrs Monday to Thursday, will be presented for delivery within 3 days of the order. You should be aware, however, that someone will have to sign for receipt of your order. When placing the order you do have the option of including an alternative delivery address.
Free postage – We do not charge postage for orders exceeding 80 euro via DPD and 50 euro via Bpost for delivery in Belgium and the Netherlands.
d) How do I return an order?
Distance selling is subject to a legally binding 7 day cooling off period, within which you are entitled to return your order. We give you the option to return orders free of charge within no less than 30 days of receipt. As soon as we receive your return, you will be refunded within ten working days, including the cost of returning your order.
Return address: DISTRILOGIX – POSTBUS 8 – 2550 KONTICH
e) What do I have to do in the event of a problem?
If, despite our efforts, something goes wrong we will be pleased to help you solve the problem. For example, if your package has not arrived or has been damaged during transport, please feel free to contact our logistics partner:
DISTRILOGIX , by telephone on +32 78 48 03 25 or by e-mail at email@example.com.