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FAQ

FAQ

FAQ -FREQUENTLY ASKED QUESTIONS


Questions about the account

Do I need to create a new account?
Yes, you must create an account to be able to place an order. Click the following link Register to open an account.

How can I change the data of my account?
Please log in with your email address and password.
Then click "My Account" and choose the desired category ( "Change Password", "Invoice and delivery settings", etc.).

How can I create a business account?
We also supply to B2B customers, including retailers and restaurants.
Please open an account and register your company. Then please send your trade license by e-mail to trade@boutique-vegan.com

Why should I provide my address?
We kindly ask you to provide the most accurate information, telephone number, code, packing station number, name on the mailbox, etc. in order to guarantee a fast and safe delivery of your package.
Please provide an address for your account.
You can submit additional delivery comments or information in the Company name field.
If the space is not enough, you may as well add your comments in the message field to on the cart.

Questions about delivery and payment

How can I pay?
Our payment methods are cash in advance, immediate transfer, Paypal, VISA, MasterCard and Maestro, as well as payment upon collection. You will find detailed information in our payment options.

What are the shipment charges?
Shipment costs € 4,90 per order within Germany. All orders above € 59 are delivered FREE of charge. If you live in another country please check our shipping information for further details.

When will my order be shipped?
We usually ship the orders immediately after receipt of money on our account. Shipments take place from Monday to Friday and are dependent on 3 variables:Payment method, product availability and delivery address (country). Please visit our shipping information page for country details.

When should I expect my order?
We ship via DHL or DPD, and orders usually take between 1 and 2 days to arrive.
As soon as your parcel leaves our house, you get an email with your tracking number.
You can use the following links to enter your tracking number and track your package: Package tracking with DHL or package tracking with DPD

Which countries does boutique began deliver to?
We only deliver within Europe.
For more information please see our shipping information.

Can I shop directly in your store?
No, we are an online business and have no shop.
However, you can collect your order at our premises and pay as you do.


Can I order via phone or fax ?
No, we can only proceed orders which were made online through our shop.

Opening hours for pick up
Opening hours for pick up After you have selected the "Pick up" option during the order process, you can pick up the goods from Monday to Thursday from 9-15 pm without notification.
Please park in the lower parking lot of Boutique Vegan and announce yourself in the office next to the first entrance area.

How do discounts for being a member of a partner organization work?

if you are a member of one of the following organizations:
Vegane Gesellschaft Deutschland, Vegetarierbund Deutschland, Vegane Gesellschaft Österreich, Animals‘ Angels, Peta Deutschland, Foodwatch and Veganice Mitglied, all of which we wholeheartedly support.
After your second order you'll get the 5% discount.
This discount is not valid for books and DVDs.
To activate the discount, please notify us with your name and membership number.
You will receive a confirmation e-mail as soon as we have entered the discount in your account.
A 5% will be automatically deducted from your order.

You will find detailed information at partner organizations

Questions about our products

Are all your products vegan?
All the products we sell are 100% vegan, that is, without animal ingredients, animal additives, ingredients of animal origin or animal by-products in the products or in the production.
Most products are vegan certified, eg by Vegan Society Trademark, Vegan Action label or V-label (also vegan).

Are all your products organic?
No, not all the products in our online shop have an organic-grown certification, but most of them have.
You can set the Organic icon as a filter to find all the organic products.

Why does boutique vegan sell products with palm oil?
We make every effort to offer products without palm oil.
We sell exclusively vegan products, and some of them have partial palm oil contents.
Nevertheless, whenever possible we try to replace these products in the long term.
If products contain palm oil, we do our best to make sure it is from sustainable palm (kernel) oil cultivation.
Our goal is to slowly discontinue products which contain palm oil; we do not want to support deforestation nor the destruction of rain forests.
If you are looking for products without palm oil, you can use the without palm oil filters
This filter helps you find palm oil-free products, that is, products that do not contain ingredients or derivatives from palm oil.
Although our producers take care to relate certified palm oil from sustainable sources, we try as much as possible to avoid listing products with palm oil.
Through awareness campaigns, both producers and consumers are becoming increasingly sensitive and attentive to the palm oil issue, and therefore you can easily exclude products with palm oil from your cart.

Can boutique vegan list my desired product?
We are very excited about new product proposals!
Let us know which products you are interested in and we will pass them along to our Product Management for consideration.

I am allergic. How can I find products to which I do not have an allergic reaction?
Please use our allergy filter and place a check mark in gluten free, nut free, soy free.
If you have any allergies to certain ingredients, read carefully our product specifications.
In the specifications, ingredients and allergens are marked in bold.

Allergy Filter - Is the quick filter Strictly selected?
Yes, but the traces of allergens possibly contained are not listed.
You can find all kinds of traces on our list.

What do your quick filter icons mean?
In our vegan online shop you will find products which are exclusively vegan.
Furthermore, you can find products according to criteria such as gluten free, organic, soy-free, fair trade, raw, recyclable, biodegradable, environmentally friendly, our favorite, nut free, not tested on animals, frozen goods, with no added sugar, no palm oil and filter social.
To learn the exact meaning and definition of each icon, see Quick Filter.

Do you offer coupons and discounts? Can I buy a voucher?
Yes, there are vouchers and discount offers.
You can purchase vouchers starting from € 15.
You will get the voucher code by email.

How do I redeem a voucher or discount code?
In the shopping cart, on the lower left corner, click Redeem Voucher and enter the coupon code.

What is a thermo box?
A thermo box is an insulated box provided with thermal inlay and cooling elements.
It offers additional protection during transport of temperature sensitive products, especially in the warm summer months.
For more information on the Thermobox, see Chilled Products Shipping.


Can I cancel my order?
Yes, you can cancel your order.
Please refer to our Instructions for cancellation.

Can I return cosmetics?
Because of hygiene regulations we can only take back cosmetics as long as they are sealed in their original packaging.

Can I get a refund for my fresh produce?
Perishable goods such as fresh products are excluded from refunds.

Claims
You are not satisfied with your delivery?
For package or product damages, etc., please email us to info@boutique-vegan.com with the order number, reasons for the complaint and photos.

How do I rate your shop and your service?
There are two ways to rate our store and customer service.

Please rate us on Trusted Shops and provide your feedback:https://www.trustedshops.de/bewertung/bewerten_X448D5D98194DA0B1D0A19C5B42589EBF.html

or if you are logged in, you can evaluate individual products with asterisks and leave a comment.
Feel free to send us an email with your feedback and suggestions to info@boutique-vegan.com.

Technical problems when ordering
For technical problems of any kind during the ordering or payment process, please always send us screenshots and a description of the problem, so that our IT team can solve them as quick as possible.
Do you have problems while ordering?
Please note the following points and answer the following questions:
- Do not browse in private mode, i.e. private, incognito, or safe mode, nor use different names in each browser.
- Please accept our browser cookies.
- Questions:
Please provide our IT Department a full description of your problem, with as many details as possible.
- Exactly in which step (e.g., on the payment page, on the PayPal page, after forwarding the payment, in the last step before the order was completed, etc.) the problem occurred?
- What did you click before the problem occurred (e.g., "Next" on the Payment page)?
- Did you get any error message?
If so, please send us a screenshot of the exact problem, or the page in which it occurred.
- Which browser did you use?
(There are, among others, Mozilla Firefox, Google Chrome, Safari, Internet Explorer [now called Edge], Opera; these are the most common browser.)
- Which device did you use to make your order?
(Desktop (notebook or PC) or mobile (tablet, smartphone)

Is the packaging material vegan and recyclable?
The cardboard and cartons can be thrown into the paper waste.
The black strap and the package tape belong in the plastic waste and the corn chips can be thrown in the organic waste.

Will I get reward points for my purchase and the return of the thermal boxes?
Yes, for every 10 € purchase value you get credited 1 loyalty point.
For each thermal box and cold pack (white solid cold packs or gel cold packs) you return to us you get 2 loyalty points, and for each aluminum inlay you get 8 loyalty points (1 loyalty point is worth € 0,25).
I have a blog and am interested in cooperation with your vegan online shop.

What is the procedure?
Please refer to PR & press.

Your question is not here?
Then please contact our service team for questions of all kinds by e-mail, via our contact form or by phone +49 (0) 7841 67311 113 from Monday to Thursday from 9-15 pm.


¹ all prices are understood to be incl. legal VAT and plus shipping.
² VAT rate depends on customer's delivery country (currently Germany) and might change after login.