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Neoderma Amsterdam B.V. — neoderma.eu
Effective 30 September 2026
1. Where we deliver
We deliver orders placed on neoderma.eu to addresses in the Netherlands, Belgium, Luxembourg and Cyprus. For deliveries to other countries, please visit neoderma.com.
2. Order processing
Orders are processed on business days (Monday to Friday, excluding Dutch public holidays). Orders placed on a business day before 12:00 CET are normally dispatched the same day; orders placed after that time, at weekends or on public holidays are dispatched on the next business day. During launch periods and promotions, processing may take up to two additional business days; we inform you if this is the case.
You receive an order confirmation by e-mail when your order is placed and a shipping confirmation with tracking details when it is dispatched.
3. Dispatch and delivery times
All orders are dispatched from our warehouse in the Netherlands. Indicative delivery times after dispatch are:
These times are indicative. In accordance with our General Terms and Conditions and Article 7:9 of the Dutch Civil Code, delivery takes place in any event within 30 days of the conclusion of the contract, unless otherwise agreed. If delivery is delayed beyond the indicated time, contact us at europe@neoderma.com and we will trace the parcel with the carrier.
4. Delivery costs, VAT and duties
Delivery costs for your destination are shown at checkout before you confirm your order, together with any free-delivery threshold that applies.
All prices include VAT. The Netherlands, Belgium, Luxembourg and Cyprus form part of the customs and VAT territory of the European Union: no customs duties, import VAT or handling charges apply to your delivery, and you will not be asked to pay anything on receipt.
5. Tracking and delivery
Your shipping confirmation contains the name of the carrier and a tracking link. Delivery is made to the address you provided at checkout; please check it carefully, as we cannot alter an address once the parcel has been dispatched. If you are absent, the carrier follows its own procedure, which may include delivery to a neighbour, a parcel point or a second delivery attempt, as indicated in the carrier's notification.
If a parcel is returned to our warehouse because it could not be delivered or was not collected, we contact you to arrange redelivery. Where redelivery is not possible, we refund the order in accordance with our Return & refund policy.
The risk of loss of or damage to the products passes to you when you, or a person designated by you, take physical possession of the parcel.
6. Changing or cancelling an order
If you wish to change the delivery address or cancel an order that has not yet been dispatched, e-mail europe@neoderma.com immediately, stating your order number. Once an order has been dispatched, it can no longer be changed or cancelled; you may then return it in accordance with our Return & refund policy.
7. Partial deliveries
If not all products in your order are available at the same time, we may deliver in more than one parcel. No additional delivery costs are charged for this.
8. Lost, delayed or damaged parcels
If your parcel has not arrived within the indicated time, or the tracking shows it as delivered but you have not received it, contact us at europe@neoderma.com with your order number. We open an enquiry with the carrier and, if the parcel cannot be located, send a replacement or refund your order.
If a parcel or product arrives damaged, please photograph the packaging and the products and contact us as soon as possible. Your statutory rights in respect of non-conforming products are set out in our Return & refund policy and are not affected by this Shipping policy.
9. Contact
Neoderma Amsterdam B.V.
Herengracht 280
1016 BX Amsterdam
The Netherlands
E-mail: europe@neoderma.com
Telephone: +31 20 225 1202