SHIPPING POLICY

Neoderma Amsterdam B.V. — neoderma.eu

Version 1.1 — effective 16 October 2026

1. Where we deliver

We deliver orders placed on neoderma.eu to addresses in the Netherlands, Belgium, Luxembourg, Cyprus and the other member states of the European Union listed at checkout. 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. Delivery options and costs

All orders are dispatched from our warehouse in the Netherlands. Two delivery options are offered at checkout:

Standard Shipping is sent by tracked post. Express Shipping is sent by courier, is dispatched the same business day for orders placed before 12:00 CET, and is always charged. The cost for your order is shown at checkout before you confirm.

4. Delivery times

Indicative delivery times after dispatch, in business days:

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.

5. VAT and duties

All prices include VAT. All destinations we deliver to 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. Contact

Neoderma Amsterdam B.V.
Herengracht 280
1016 BX Amsterdam
The Netherlands
E-mail: europe@neoderma.com
Telephone: +31 20 225 1202