Customer questions

Questions about ordering and registration

Is registration required to place an order?

No, you can order from our webshop without registering, but registration is advantageous because it allows you to easily track the status of your orders and, last but not least, collect valuable loyalty points.

Why I can’t log in to my profile?

One reason for this may be that you are entering the wrong password or a different email address than the one you used for registration.
If you still can’t log in, first try requesting a new password or contact us for help at shop@vetom-probiotikum.hu.

What should I do if I did not receive a confirmation email for my order?

We always send a confirmation email after an order is placed. If you did not receive this email, please check your SPAM folder. If you still cannot find the order confirmation email there, it is possible that an error has occurred. In this case, please contact us at shop@vetom-probiotikum.hu.

How can I cancel or change my order?

If you no longer wish to receive the product(s) you ordered, you can cancel your order by contacting our Customer Service at shop@vetom-probiotikum.hu.
The same applies to order cancellations.
However, orders cannot be changed once the package has been shipped.

The product you want to order is currently out of stock. What should you do?

You may find information on the product data sheet that the product is out of stock. In this case, we recommend that you subscribe to our newsletter. When the product becomes available again, we will send you a notification via email.

Payment-related questions

What payment methods can I choose from?

You can choose from the following payment methods in our online store:

Prepayment

Bank transfer: we will send the information necessary to complete the transfer to the email address you provide (you must transfer the order amount to the specified account number).
Payment via PayPal when placing your order: if you choose to pay with PayPal, we will direct you to the PayPal payment page, where you can complete your payment!
Payment via PayPal with bank card when placing the order: You can pay with your bank card through PayPal: during the checkout process, select the PayPal payment option, then enter your bank card details on PayPal’s secure platform to complete the payment. This way, you do not need to provide your card details directly to the merchant. In addition, PayPal securely manages your card information and serves as a link between the buyer and the seller.
Payment with SimplePay online application when placing the order: For paying for online purchases from our webshop, you can choose the simple and secure payment solution offered by OTP SimplePay. During online payment, you will be redirected from the webshop’s payment preparation page to the secure SimplePay payment page, where you will need to provide the card details required for the transaction. We do not have access to the content of the SimplePay payment page, as it is an independent and protected website.

Cash on delivery and payment on site

If you pick up your order in person at our Budapest pick-up point, you can only pay with cash.

Of course, you can pay for your order cash on delivery, but there is an additional fee for this service.

For deliveries to Postal Points, Mol Postal Points, Coop Points, and Parcel Terminals, you can pay by credit card or cash.
For MPL home delivery, you can pay with cash or credit card.
At FoxPost parcel terminals, you can only pay with a credit card.
For FoxPost home delivery, you can pay with cash or credit card.

Will I receive a payment confirmation upon payment?

If you choose direct bank transfer, we will send the information necessary for the transfer to the email address you provided, and then send a confirmation after receiving the amount, after which we will ship the products. If you choose to pay via PayPal, our system will direct you to the payment page of the selected service provider, where you can pay for your order and shipping costs. With this payment method, the payment confirmation will appear directly in your browser window, so it is important that you do not close these windows until the purchase is complete.

How does the refund process work if I paid cash on delivery?

If you chose cash on delivery as your payment method, please note the following: the product you ordered will be delivered to your home by the courier company you selected, and you must pay to the courier for the delivered product. You can usually pay the courier by credit card or cash. In the event of a return, once the package has been returned to us, we will refund the amount to the bank account you provide.

When and how will I receive my invoice?

Invoices are always sent by email immediately after the order has been fully delivered.

What delivery and collection methods can I choose from?

Personal collection: the product(s) ordered from our online store can be collected from our pick-up point in Budapest. Personal collection times: Monday and Thursday between 12:00 and 18:00 Appointments: shop@vetom-probiotikum.hu or +36-20-22-83-418

IMPORTANT: Posting times!

Dear customers, ordered products are posted on Mondays (or Tuesdays) and Thursdays.

Postal point, Mol postal point, Coop postal point, Parcel machine
MPL Home delivery
Delivery to FoxPost parcel machine
FoxPost home delivery
Packeta Parcel Point
Packeta Z-BOX machine

How much is the shipping cost?

Shipping costs vary depending on the shipping method and shipping company you choose. You can find more information about the exact shipping costs HERE.

When will I receive my package?

Usually, after placing your order, our shipping partner of your choice will deliver your order within 2-3 business days. In some cases, delivery may take longer, up to 2-7 business days during holidays or sales periods.

The courier will visit you on weekdays during business hours, so it is important that you provide a delivery address (even your workplace) where they can reach you on time, and if possible, please provide a mobile phone number so that they can call you! Once we have shipped the package, we will send you an email with the order number. You can then track the status of your package directly on the website of the courier company you have chosen.

Questions regarding complaints and returns

The courier delivered a visibly damaged package. What should I do?

If the courier delivers a damaged package, we recommend that you do not accept the package and fill out the complaint form with the courier. The courier company will inform us of the damage, and we will then resend the package to you.

My order contains a damaged product/a product is missing, or there is a product that I did not order. What should I do?

If you have any problems with your order (damaged product, missing product, wrong product in the package), please contact us as soon as possible.

Please send your complaint to shop@vetom-probiotikum.hu and attach photos of the package contents. Complaints are processed within a few hours on business days.

I ordered the products, but my package has not been delivered. What should I do in this case?

If you have not received your package within 5 working days of placing your order, please contact our customer service at shop@vetom-probiotikum.hu.

I would like to return the product I purchased. What should I do?

Right of withdrawal

The consumer may withdraw from the contract (order) without giving any reason within 14 working days of receiving the ordered product and return the ordered, unopened product. If the consumer exercises their right of withdrawal, they must notify the operator in a clear written statement (by registered mail with return receipt or by email).
Once the returned products have arrived at our premises, we will check them and then automatically send you a confirmation email. After that, we will refund the invoice amount within 14 days using the payment method you specified when placing your order.

All other guidelines regarding the right of withdrawal are set out in the GTC.

In the event of a complaint/return, is it possible to exchange only part of the package?

Of course. If you have ordered multiple products in one order, you can complain about or return only those that are not suitable for you.

Please report your complaint to our Customer Service using one of the following contact details:

Phone: +36-20-22-83-418
Email: shop@vetom-probiotikum.hu

Our staff will immediately record your request and contact you within 5 working days.

We hope we have answered all your questions and look forward to welcoming you among our satisfied customers soon! If you have any further questions, please contact us HERE!