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FREQUENTLY ASKED QUESTIONS
How can I change the language of the website?
You can change the website language before logging in by clicking the flag icon and language button located on the right side of the top ribbon. Select the desired flag and language from the menu that appears. Currently, English, Hungarian, German, French, Italian, and Spanish are available.
How do I order from the Vita-Store?
Go to the Vita-Store website: www.vita-store.eu. Select the product you want, and you can add it to your cart by clicking the "Add to Cart" button. Click the "Cart" button to place the product in your shopping cart. You can continue shopping or proceed to checkout without creating an account.
Create an account or log in by clicking the "Login" button. You can choose to have the products shipped to a different address, for example, if it’s a gift. Review your order on the summary page and select your preferred payment method. You will be redirected to a secure payment environment. After completing the process, you will receive an order confirmation via email. Products will be delivered by DPD or Parcel4You (for European countries) or Deutsche Post (for non-European countries) after payment.
Alternatively, you can also order via email. Provide your billing and shipping address along with the desired products and send it to hello@vita-store.com. You will receive a payment link.
Is payment secure on the website?
We use state-of-the-art SSL encryption to ensure that your payment information is secure. Additionally, we comply with the General Data Protection Regulation (GDPR) of the European Union.
Are you following the new EU directive on the security of credit card payments?
As of early 2021, new security requirements have been implemented for online payments in the European Economic Area (the second Payment Services Directive, also known as PSD2). This EU directive has introduced an additional layer of security for all online credit card purchases, requiring strong customer authentication (SCA) to protect consumer rights and limit fraudulent use of cards.
Every online shopper must confirm payments by providing a code received via SMS, a code generated by a smartphone app, or by using biometric identification (e.g., fingerprint or facial recognition).
To ensure a seamless online shopping experience, please contact your financial institution to confirm the necessary local and personal data (personal phone number, smartphone app, etc.) for activating the payment feature.
How do I know if my order has been successfully placed?
You will receive an email confirmation after placing and paying for your order. You can track the status of your delivery on the website under the "My Account" menu.
I didn't receive an order confirmation.
You will automatically receive the order confirmation in your email inbox as soon as you place your order.
Please follow these steps:
✔ Check if you entered your email address correctly
✔ Check if the order confirmation went to your spam folder.
✔ You might have a pre-set filter in your email account. For example, if you are using Gmail and cannot find the confirmation email in your main inbox or spam folder, type 'vita-store' in the search box, and you will find the email.
If you do not find the order confirmation in the "All Mail" folder or the spam folder, please contact our customer service to verify if the payment was processed correctly.
I can't select the shipping method.
Please contact our customer service here for assistance.
How will the orders be delivered?
We use national postal services and couriers to deliver orders. For couriers, a signature is required upon receipt.
How can I pay?
You can pay in our webshop using credit or debit cards (Mastercard, Maestro, or VISA), iDEAL, SOFORT, or Google Pay.
Orders placed via email can only be paid by bank transfer. The products will be delivered after payment is received. Please include your order reference ID in the "message" field.
How much does shipping cost?
The shipping fee is a flat net rate of 10.5 EUR, to which the VAT of the shipping country is added. We offer free shipping for orders over 149 EUR (including VAT).
Why does the product price change after I log in or fill in the shipping information?
The prices listed on our website include Dutch VAT. If you provide a shipping address outside of the Netherlands, our system will automatically adjust the tax rate according to EU regulations. According to EU law, VAT applicable in the country of the shipping address must be charged and paid.
Are temperature-sensitive products stored and shipped refrigerated?
Temperature-sensitive probiotics are stored refrigerated, and during the summer months, they are shipped refrigerated; however, due to the manufacturing process, this is not essential. Manufacturer studies show that there is no reduction in effect even after four weeks of shipping, and after five months, the reduction is extremely minimal.
What is the Vita-Store (BMS Vital) bank account number?
IBAN: NL73 BUNQ 2206 8544 81
BIC: BUNQNL2A
When transferring, please include your order ID in the reference field.
What is the Vita-Store (BMS Vital) KvK and VAT number?
VAT number: NL002469137B55
KvK number: 66792487
How can I exchange or return the product(s)?
Please report the complaint (sales return) no later than 14 days from the receipt of the order. Before returning anything, please contact our customer service at hello@vita-store.eu. The product(s) must be returned in their original packaging and condition, along with the invoice.Probiotics or any items requiring refrigeration may not be returned at any time. We will not accept returns or refunds for heat sensitive products The return address:
BMS Vital
De Boer Transport C/O fulfilmentcrowd
Holtum Noirdweg 87
6121RE, Born
The Netherlands
The cost of returning the product(s) is the responsibility of the buyer, unless the products are defective or incorrect.
How can I find my order?
You can track your orders under the "My Account" menu on the website. If you cannot log in, you can click the link in the order confirmation or contact our customer service directly.
How long does delivery take?
Orders are typically delivered within 1-3 working days in the Benelux countries; however, the delivery time may be influenced by the courier service, so delays may occur. For other countries, the delivery time may vary depending on the distance. For deliveries outside the EU, you should account for the duration of customs clearance, which we have no control over.
How should I store the products?
Products should be stored in a cool, dry place at temperatures below 25 °C. Temperature-sensitive products should be stored in the refrigerator.
How can I receive information about new products?
Please subscribe to our newsletter, where we will inform you about new products and special offers.
