Shipping Policy

Last updated: 12 August 2026

Retenser ships from the Netherlands to the destinations offered at checkout. This policy applies to orders placed on retenser.com.

Where we ship

We ship within the Netherlands and internationally. Availability can vary because of carrier, customs, sanctions, safety or service restrictions. If checkout does not accept a destination, we are not currently able to ship there.

Processing time

Orders are normally prepared for dispatch within 1-3 business days after payment is accepted. Business days are Monday to Friday, excluding public holidays in the Netherlands. High order volumes, product launches or stock issues may extend processing time; we will contact you if a material delay is expected.

Shipping charges

The website currently advertises free shipping within the Netherlands and worldwide shipping from EUR 5.95. The exact charge for the products, destination and available service is shown at checkout before payment and takes precedence over general promotional wording. Any free-shipping offer is subject to the conditions displayed with that offer.

Do not complete an order if the checkout charge is not acceptable. We do not add undisclosed shipping charges after an order is submitted.

Estimated delivery

Typical transit estimates after dispatch are:

• Netherlands: 1-3 business days;
• other EU destinations: 3-8 business days; and
• destinations outside the EU: 5-15 business days.

These are estimates, not guaranteed delivery dates. Customs processing, local carrier conditions, remote locations and events outside our control can cause delays. Unless a different period is agreed, consumer orders will be delivered without undue delay and no later than 30 days after the contract is formed. If we cannot meet an agreed or statutory delivery period, the customer has the remedies provided by applicable law, including cancellation and reimbursement where applicable.

Tracking

Where tracking is available, we will send the tracking link to the email address used for the order after dispatch. Tracking may take time to update after the parcel is handed to the carrier. Some economy or destination-country services may provide limited tracking.

Customs, duties and import taxes

For deliveries within the EU, VAT collected by us is shown at checkout. For destinations outside the EU, the recipient is normally the importer of record and may need to pay import VAT, customs duty, brokerage or carrier clearance fees, unless checkout expressly states that these amounts are included.

These destination-country charges are not shipping fees paid to Retenser and are not controlled by us. Customs authorities may require personal or tax information from the recipient. If a parcel is refused because import charges are not paid, we may deduct the direct return or unrecoverable carrier costs from any refund to the extent permitted by law. Mandatory consumer rights remain unaffected.

Delivery address and failed delivery

Customers are responsible for providing a complete and accurate delivery address. Contact info@retenser.com immediately if an address needs correction. We cannot guarantee a change after fulfilment begins.

If a parcel is returned because the address was incorrect, delivery was refused or it was not collected, we will contact you. We may charge the reasonable direct cost of reshipping, or refund the product price less direct costs that we cannot recover, where permitted by law. We will not make such a deduction where the failure was caused by us or our carrier.

Risk, loss and damage

We bear the risk of loss or damage until the order is received by you or a person you nominated, unless you independently appoint a carrier that we did not offer.

If tracking shows no progress, or a parcel arrives damaged, contact info@retenser.com promptly with the order number and relevant photographs. Keep the packaging while we investigate. We will work with the carrier and provide the remedy required by law.

Contact

Shipping questions: info@retenser.com