1. Can all the orders be free shipped?

For orders with shipping addresses in the Netherlands (except for some remote areas), you can get free shipping if your order is more than €50 (before using the coupons/ vouchers). If the order is less than €50, you will have to pay €6.95 for shipping cost.

For orders with shipping addresses in Belgium, Germany, France and Luxembourg, you can get free shipping if you spend more than €65 (weight less than 23kg and before using the coupons/ cash vouchers). If you spend less than €65, you will have to pay €6.95 for shipping cost.

2. Where and how can the orders be delivered? 

The Netherlands: In most places, NLE Express will be used for delivery. For the areas that NLE cannot reach, the parcels will be delivered by PostNL ONLY if the dry goods are more than €65 euro and weigh less than 30kg. We do NOT send fresh products by PostNL because we need to ensure the quality of the products. If your orders need to be delivered by PostNL, please select “self pick-up” as the delivery method when you checkout and then provide your detailed mailing information to the service team.

Belgium, Germany, France and Luxembourg: All the orders will be delivered by PostNL.

3. When will my parcel be delivered home?

For orders delivered by NLE Express, you can appoint a delivery date for your convenience before payment. After the payment you will also receive an automatic email of order confirmation with the delivery date of your registered mail account.

For the orders delivered by PostNL, the delivering time may vary depending on the local country logistics provider (generally 3-7 days).

4. I have made an appointment for delivery today, but I do not have information about specific delivery time. Can I have more information about the time?

The drivers of NLE Express usually leave our warehouse between 9.00-10.00 a.m. each day. The specific time of each parcel may vary each day depending on the route arrangement and the number of the deliveries.

However, you can find more details in delivery time via the following methods :

(1) Referring to the WeChat official account of "NLE" for daily information about the route arrangement. The contact information of the driver for your delivery address will be published accordingly. Since the driver will always call you directly before the time of delivery, please make sure you are available on that day.

(2) Clicking "My Order" - "View Logistics" to view the driver's location and approximate delivery arrival time after the driver leaves the warehouse on the day of delivery.

Shipping notification: After the parcel is out of the warehouse, you will receive a notification that the order has been shipped to the customer. 

Notification of getting closer: You will receive a notification is given to the customer when the driver is only one stop from you.

Notification of delivery: You will receive a notification when the order is delivered successfully.

5. I live in the Netherlands, but my address is in the area where NLE Express cannot reach. Which delivery method should I choose?

Please choose the delivery method of self-pick-up from the warehouse when placing an order, and contact customer service to provide your mailing address and recipient information. Your parcel will be delivered by PostNL but we are sorry that only dry goods are available.

6. I choose to pick up the order from the warehouse but in fact express delivery is needed. What should I do?

Please contact customer service in time to explain your situation, and our customer service team will arrange express delivery for you.

7. What if my package fails to be delivered?

Failure of NLE Express delivery: If your order is at "Unreserved" status, you can find the order in "My Order" and click "Reschedule" to reselect your delivery address or delivery date.

Failure of PostNL Delivery: You can contact your local PostNL Carrier for information about your package status.

PostNL parcel was returned: you can contact MyEUShop customer service for more information.