Order

• Can I order by the phone ?
• How does the shopping cart work?
• How do I know if my order has been completed successfully?
• Can I get an invoice for my order?
• What is my order number?
• Can I check the process of my order? Can I see the status of my order?
• I have just placed my order, but I've forgotten something. Can I still adjust my order?
• I have just placed my order, but regret my choice. Can I still cancel my order?
• I have just placed my order, but I have mistaken the delivery address. Can I still change this?
• Can I order by fax or by phone?
• I have accidentally ordered twice. What should I do?
• I have placed an order with payment option bank transfer, but I would like to pay online instead. What should I do?
• Can I place an order based on products I have purchased in the past?
• What is a promotion code?
• How do I use my promotion code?
• How do I use a credit that's on my account?

Can I order by the phone?

Unfortunately you can't order by the phone at this moment. You can place an order easily on our website.

If you have any question during the ordering you can contact us.

How does the shopping cart work?

The shopping cart is a virtual shopping cart in which you can collect all the products you want to order. The shopping cart will remain at the right side of the screen at all times.
You can add a product to this cart both from the product list as from the detailed page. Furthermore, you can also adjust the desired quantity by clicking on the arrows (up/down).

How do I know if my order has been completed successfully?

Your order has been completed succesfully if you:

• have reached step 5 of the ordering process (final step)
• have received a confirmation email with payment instructions if you opted for payment through bank transfer
• have received a confirmation email if you opted for online payment through the secured Ogone-sytem

Can I get an invoice for my order?

You can receive an invoice of your order.
During step 2 "Your details" of the ordering process you are given the opportunity to ask for an invoice. You can receive this either digitally (.pdf or email) or by letter together with the delivery of your package.

What is my order number?

Your order number is a number of 10 consecutive digits that is automatically generated with every order. You can find this on:

• the mail with payment instructions when you've opted for payment per bank transfer
• the confirmation mails of the preparing & sending of your order
• the delivery note with your order
• …

Can I check the process of my order? Can I see the status of my order?

Through mail we keep you posted about the status of your order. You will receive a mail when:

• your order has been registrated correctly
• your payment has been received and your order is being prepared
• your ordered package is on its way for delivery

I have just placed my order, but I've forgotten something. Can I still adjust my order?

It is not possible to adjust your order online once you have confirmed your order.
If you still wish to add a product to your order, please contact us as quick as possible. Attention though, if you have already received a shipping confirmation through email, we can't change your order anymore. Also if your order has the status 'Ready for shipping", it isn't possible anymore to change your order.

I have just placed my order, but regret my choice. Can I still cancel my order?

You have the right to cancel your order as long as it hasn't been sent yet. Until the moment that you receive a shipping confirmation, you can cancel your order free of charge by sending an email to info@farmaline.be with subject "Cancel order" and your order number.

I have just placed my order, but I have mistaken the delivery address. Can I still change this?

It is not possible to change the delivery address on the website once you have confirmed your order in the ordering process (step 3)

You can still change the address by contacting us as quick as possible per email. This at the following email address: info@farmaline.be, with subject "Change delivery address" and mentioning your order number and the new delivery address.

Attention: As soon as you've received a shipping confirmation, the delivery address cannot be changed anymore.

Can I order by fax or by phone?

It is not possible to order by fax or by phone. You can only place your order on the website. You can always call us with urgent questions or problems.

I have accidentally ordered twice. What should I do?

It's normally not a problem if you accidentally placed a double order due to a human or technical mistake. When you pay for 1 of the 2 orders, your ordered products will be delivered. Yet we ask you to send an email to info@farmaline.be with subject "Troubles with order" and a description of the problem + the 2 order numbers.

If you also accidentally paid for both orders, you should contact our helpdesk at info@farmaline.be as soon as possible with subject "Troubles with order", description of the problem + the 2 order numbers.

I have placed an order with payment option bank transfer, but I would like to pay online instead. What should I do?

• send an email to info@farmaline.be with subject "Cancellation order" and mentioning your order number and that you payed per bank transfer
• you can now place your order again, opting for online payment

Can I place an order based on products I have purchased in the past?

You can place an order based on products that you have previously brought to our virtual checkout and paid/not paid for. If you are logged in, you can retrieve your order history in your profile page . After selecting one of the previous shopping carts, you can press the "Place this order again" button. This adds the contents of one of your previous orders to your current shopping cart. After this, you can still make changes to the contents of your order.

What is a promotion code?

A promotion code is a code you get from Farmaline, to claim an advantage/promotion/reduction for a certain product or order. This code is sometimes emitted with actions (e.g. a free delivery or a free product with your order). It's no use requesting these promotion codes, because this is an automated process. You can subscribe to our newsletter, this way you're sure not to miss any promotions.

How do I use my promotion code?

Before confirming your order, you can insert a promotion code in the shopping cart (Step 1). You can do this by inserting the code beneath your cart and clicking "Accept code". The content of your cart will automatically be adapted according to the promotion code you entered.

Attention: You can only use 1 promotion code per order.

How do I use a credit that's on my account?

A credit on an account is automatically deducted from the amount due with every order. Therefore there is no extra action required to use your credit.