Shipping & Returns
Fast, simple, and hassle-free. That's how it should be.
Shipping
Free shipping on orders over €50
Netherlands
Free shipping on orders over €50
€4.95 shipping costs under €50
Ordered before 11:59 p.m. = delivered tomorrow
Delivery Monday through Saturday (not on Sundays)
Belgium
Free shipping on orders over €50
€7.95 shipping costs under €50
Ordered Monday through Thursday before 10 p.m. = delivered the next day
Delivery Tue through Fri
Europe (other EU countries)
Free shipping on orders over €50
€7.95 shipping costs under €50
Ordered before 10 p.m. = within 1-5 business days
Delivery times vary by country
Shipping costs are always clearly displayed before you place your order. No hidden costs.
Track & Trace
After submission, you will immediately receive an email with:
Shipping confirmation
Tracking code
Link to track your order
That way, you always know exactly where your Colleins are.
Not home when your order arrives?
No problem. The delivery person:
Deliver to your neighbors (with a note)
Take it to a pickup point
Leave a deposit notification
You will receive a notification about this from the delivery service.
Please note: Pick up your package within 7-14 days, otherwise it will be returned. New shipping costs may apply.
Arrived damaged?
Report it within 48 hours via support@colleins.com with:
Your order number
Photos of the damage
Our solution:
Free replacement, or
Full refund
It's that simple.
Package not arrived?
Follow these steps:
Check your Track & Trace
Check if it is located at a neighbor's house or a pickup point.
Please allow 2 business days (for any delays).
Still nothing after 5 business days (NL/BE) or 10 business days (EU)?
Email us at support@colleins.com and we will resolve the issue immediately with a new shipment or a full refund.
Returns & Refunds
30-day return policy
Not satisfied? You have 30 days from receipt to return your order. That's twice as long as the
statutory period.
Important condition:
The product must be unopened and sealed. For hygienic reasons (it is a dietary supplement), we cannot
Do not accept opened products.
How to return?
Step 1: Contact us
Send an email to support@colleins.com with:
• Your order number
• Reason for return
• Confirmation that the product is unopened
Step 2: Receive instructions
You will receive return instructions and a return address within two business days.
Step 3: Send your return
• Pack carefully in original packaging
• Return shipping costs are at your own expense.
• Use Track & Trace (recommended)
• Send within 14 days of your notification
Step 4: Receive your refund
After checking the return:
• Refund within 7-10 business days
• Using the same payment method as your payment
• Confirmation by email
What do you get in return?
Full refund of the product amount
×
Shipping costs are non-refundable.
×
Return shipping costs are at your own expense.
Example:
Product: $40.00
Shipping costs: €4.95
Refund: €40.00
You may keep free gifts (tote bag, water bottle) received during promotions.
When can we not accept a return?
×
Product has been opened (seal has been broken)
×
Product is (partially) used
×
Packaging is damaged
×
Return after 30 days
×
Not returned according to instructions
In that case, we will return the product (at your expense) and no refund will be made.
Received a damaged or incorrect product?
Then a different rule applies:
Free replacement
Full refund (if you prefer)
We cover all costs
You do not need to return anything (unless we ask you to).
Report it within 48 hours via support@colleins.com with photos.
Cancel order before shipping?
Not shipped yet? Then you can cancel free of charge.
Please send an email to support@colleins.com with your order number.
Please note: Due to our fast processing, your order may already be on its way. In that case, the normal return policy applies.
💳 Refund
How:
Using the same payment method as your original payment:
• iDEAL → your bank account
• Credit card → credit to your card
• PayPal → your PayPal account
When:
• Collagen processed: 7-10 business days after receipt of return
• Your bank processes: 1-5 additional business days
• Total: max. 15 business days
You will receive confirmation as soon as we have received your return and the refund has been processed.
🌍 Customs & Taxes (EU)
The Netherlands:
No additional costs. All prices include Dutch VAT.
Belgium & EU:
Possible additional customs fees or import taxes, depending on your country. These are always at your own expense.
Great Britain:
Due to Brexit, additional customs charges may apply (at the customer's expense).
Questions?
Email us: support@colleins.com
Response within: 24 hours on business days
Always state:
• Your order number
• Description of your question
• Track & Trace code (if available)
Colleins B.V.
34 Zoutman Street
The Hague
Netherlands
30-day return policy
Free shipping on orders over €50
Made in the Netherlands
