Frequently Asked Questions

Orders

How can I place an order?

You can place an order directly through www.pelcare.nl. Select the products you would like to purchase, add them to your cart and follow the checkout steps to complete your order.

Will I receive an order confirmation?

Yes. After placing your order, you will receive an order confirmation by email. Please make sure your email address is entered correctly during checkout.

Can I cancel my order?

You can request an order cancellation by contacting us as soon as possible at info@pelcare.nl.

Orders can only be cancelled if they have not yet been processed or shipped. If your order has already been shipped, you may still be able to return the product after delivery in accordance with our Return and Refund Policy.

Shipping and Delivery

Where do you ship from?

Orders placed through www.pelcare.nl are shipped from the Netherlands.

Which countries do you ship to?

We currently aim to ship to selected countries within the European Union. Available shipping destinations will be shown during checkout.

How long does delivery take?

Estimated delivery times are generally:

Netherlands: 1–3 business days
Belgium: 2–4 business days
Germany: 2–5 business days
Other EU countries: 3–7 business days

Please note that delivery times are estimates and may vary depending on the carrier, destination, public holidays or other circumstances outside our control.

Will I receive tracking information?

Where available, you will receive a shipping confirmation email with tracking information once your order has been processed and handed over to the carrier.

What should I do if my parcel is delayed?

If your parcel appears to be delayed, please contact us at info@pelcare.nl with your order number. We will review the situation and, where necessary, contact the carrier for further investigation.

Returns and Refunds

Can I return a product?

If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days after receiving your order.

Products can only be returned if they are unused, unopened, undamaged and in their original packaging.

Can opened skincare products be returned?

For hygiene and safety reasons, skincare and cosmetic products that have been opened, used, unsealed or damaged after delivery cannot be returned, unless the product is defective or incorrectly delivered.

Who pays for return shipping?

For returns of non-defective products, return shipping costs are the responsibility of the customer.

If the product is defective or we delivered the wrong product, we will review the case and offer an appropriate solution.

How do I request a return?

Please contact us at info@pelcare.nl before sending any product back.

Include your order number, full name and the product or products you wish to return. We will provide return instructions after reviewing your request.

Products

Are Pelcare products vegan?

Pelcare products are formulated with plant-powered ingredients. Product-specific information will be shown on each product page. Please check the product description and ingredient list before purchasing.

Are Pelcare products suitable for sensitive skin?

Our products are formulated with care, but every skin is different. If you have sensitive skin, allergies, a medical condition or specific skin concerns, we recommend checking the ingredient list carefully and consulting a qualified healthcare professional if needed.

Can I use Pelcare products during pregnancy?

If you are pregnant, breastfeeding or under medical treatment, we recommend consulting a qualified healthcare professional before using skincare products, especially if you have specific concerns or sensitivities.

Where can I find the full ingredient list?

The full ingredient list is shown on each product page. Please review the ingredient list before use, especially if you have known allergies or sensitivities.

What should I do if irritation occurs?

If irritation occurs, stop using the product immediately. If irritation continues or if you have a severe reaction, consult a qualified healthcare professional.

Payments

Which payment methods do you accept?

Available payment methods are shown during checkout. Depending on your location and the payment setup, these may include commonly used payment options such as iDEAL, credit/debit cards, PayPal, Apple Pay, Google Pay or Klarna.

Is checkout secure?

Yes. Payments are processed through secure payment providers. Pelcare does not store your full payment card details.

Promotions and Gifts

Do you offer free gifts or samples?

From time to time, we may offer free gifts, samples or promotional items. These offers may be subject to availability, minimum order values or other conditions.

Can I exchange a free gift or sample?

Free gifts and samples cannot be exchanged for cash and may not always be replaceable, depending on availability.

Can I use more than one discount code?

Discount code conditions may vary. Unless clearly stated otherwise, discount codes may not be combined with other offers or promotions.

Account and Customer Support

Do I need an account to place an order?

In most cases, you can place an order without creating an account. If customer accounts are available, creating an account may help you review your order history and manage your details more easily.

How can I contact Pelcare?

You can contact us by email:

info@pelcare.nl

Please include your order number if your question is related to an existing order.

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