FAQ

GENERAL

Our products are delivered to the address provided by you through our designated shipping company. To facilitate the transaction process, we assume that the address of you is right. When delivery is not possible, the designated transport will return the order back to us. The consumer is liable for unsuccessful transaction. This does not apply if the consumer uses his right of cancellation or if the consumer is temporarily prohibited to accept the delivery, unless we have been informed the consumer in advance about the delivery.

 

DELIVERY TIME

You will receive an order confirmation, when the order is received correctly. After the confirmation, the order is processed and sent. The order will be about 1 to 5 days on the road, unless otherwise indicated. Because our products are manufactured per order and external factors play a role, it is possible that the delivery time may vary. We will only send orders when the payment is successfully completed.

 

DELIVERY SERVICES

For standard delivery we use the following delivery services for the successful delivery of our products, unless otherwise stated:

• DHL (The Netherlands)
• GLS (Europe)
• PostNL (outside Europe)

 

HOW MUCH DOES DELIVERY COST?

Delivery within the Netherlands:
DHL standaard shipping (1-2 days) EUR 4,79 and free shipping over EUR 55,-

Delivery in Austria, Belgium, Denmark, France, Germany, Luxemburg, and United Kingdom:
GLS standaard shipping (2-3 days) EUR 6,66 and free shipping over EUR 55,-

Delivery in Czech Republic, Hungary, Italy and Poland:
GLS standaard shipping (3-4 days) EUR 12,10 and free shipping over EUR 130,-

Delivery in Portugal, Ireland, Slovakia, Slovenia, Spain, Sweden, Switserland:
GLS standaard shipping (3-4 days) EUR 14,75 and free shipping over EUR 130,-

Delivery in other European countries (not mentioned above):
GLS standaard shipping (3-5 days) EUR 27,50 and free shipping over EUR 200,-

Delivery outside Europe:
PostNL standard shipping EUR 51,35

 

CAN I RECYCLE MY DELIVERY BOX?

Yes, our delivery boxes are fully biodegradable.

 

SOMETHING WENT WRONG WITH MY DELIVERY. WHAT SHOULD I DO?

Send us an email at info@fitshe.com and we’ll take care of it ASAP.

 

HOW CAN I CHANGE MY DELIVERY ADDRESS?

You can change your delivery address in your personal account up to 7 days before your next delivery is due.

 

I NEVER RECEIVED MY PACKAGE.

It is rare that an order is not offered to you within the specified delivery time. In an exceptional case something didn’t go well with the delivery. We advise you to check via Track & Trace if your order already offered at you. When you didn’t receive a Track & Trace code after placing your order, we ask you to contact our customer service. Just to be sure: you will only receive a Track & Trace code when we have transferred your package and everything is processed at DHL.

 

I AM NOT AT HOME DURING THE DAY, ARE THERE OTHER WAYS TO RECEIVE MY PACKAGE?

Not at home often? No problem! You can change your delivery address in your orderform to the desired address. Or alternatively, after the first delivery attempt, you can adjust the time of delivery with your track & trace code or bring the package to a DHL Parcel Shop. You can optionally specify an alternative delivery address, so for example you can receive your order at your work.

 

CUSTOMS CLEARANCE

Please be aware that delays may be imposed by your country’s customs clearance. Any fees charged by your customs are the sole responsibility of the buyer.

 

WRONG OR INCOMPLETE ADDRESS

If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

 

MY PRODUCT IS DAMAGED, WHAT SHOULD I DO?

Our customers are entitled to have a good product. When a product is damaged beyond your fault, please send us an e-mail via info@fitshe.com.

WHAT ARE THE PAYMENT OPTIONS?

You can pay all your orders and subscriptions with iDEAL, Visa, Mastercard, American express or Paypal.

 

WHEN WILL YOU CHARGE MY CARD?

For a 4-week subscription we will charge your credit card every 4-weeks.

 

WHAT HAPPENS WHEN MY CARD EXPIRES OR IS RE-ISSUED?

You can change your credit card details directly in your personal account.

 

I HAVE NOT RECEIVED A CONFIRMATION EMAIL.

Sometimes it may happen that confirming your order will take longer. If you don’t know if your order has come through, please contact us by email info@fitshe.com. We can then verify together if your order is processed.

CAN I RETURN OR EXCHANGE MY PRODUCTS?

The return and exchange is possible within 14 days of receiving your order. The product must be in original packaging and unopened.

 

I HAVE RECEIVED A WRONG ITEM, WHAT CAN I DO?

Please contact us by mail: info@fitshe.com.

 

HOW LONG WILL IT TAKE FOR MY RETURN ITEM WILL BE REFUNDED?

Upon receipt of your return within 7 to 10 working days we will refund the amount of your return. The amount we pay is performed in the same manner as the manner in which the initial transaction back.

WHEN WILL MY SUBSCRIPTION START?

Our subscription service follows a 4-week delivery cycle. You pay no shipping costs for subscriptions with a delivery address in the Netherlands.

When you place your first order, the next delivery will be the next day already! This only applies for in the Netherlands. After that you will receive your selected product every 4 weeks.

 

HOW CAN I MAKE CHANGES TO SUBSCRIPTION?

Changes can be made in your personal FITSHE account up to 7 days before your next delivery is due.

 

CAN I PAUSE MY SUBSCRIPTION?

Yes, you can PAUSE your subscription in your personal FITSHE account up to 7 days before your next delivery is due. You can click on the ‘RESTART’ button at the moment you would like to receive your next order. This next order will then be delivered within 1-5 days depending on the delivery address. Do you need help? Send us an email to info@fitshe.com and we’ll take care of it ASAP.

 

HOW DO I CANCEL MY SUBSCRIPTION?

You can end our subscription service whenever you want – just let us know up to 7 days before your next delivery is due. Cancellations can be made directly in your personal account.

I HAVE A NUT ALLERGY. CAN I USE FITSHE WHEY PROTEIN SHAKES?

Yes, you can. FITSHE Pure Whey Protein are produced in a nut-free factory.

 

I AM ALLERGIC TO LACTOSE. CAN I USE FITSHE WHEY PROTEIN SHAKES?

No, we don’t recommend using our shakes if you have a lactose allergy. Sorry!

 

I’M ALLERGIC TO GLUTEN. CAN I USE FITSHE WHEY PROTEIN SHAKES?

Yes, you can. FITSHE Pure Whey Protein are gluten-free.

 

ARE FITSHE WHEY PROTEIN SHAKES SUITABLE FOR VEGETARIANS?

Yes, FITSHE Pure Whey Protein are fine to use. They can even help you achieve your recommended protein intake, which many vegetarians struggle with on a daily basis.

 

ARE THE PURE WHEY PROTEIN SHAKES ALSO SUITABLE FOR PREGNANT WOMEN?

Certainly, precisely very suitable. As a pregnant woman, it is important to get enough protein because of the new cell production. FITSHE is 100%, and, of course, on the basis of organic whey, with no added artificial flavours or sweeteners. And FITSHE contains your recommended daily amount of magnesium, which is an important mineral, especially during pregnancy.

 

IS THE WHEY PROTEIN CONCENTRATE OR ISOLATE?

We use organic whey protein concentrate 80%. The reason for this is that the concentrate is as close as possible to the structure of the protein present in the natural form.

 

CAN THE PURE WHEY PROTEIN SHAKES BE USED AS MEAL REPLACEMENTS?

The shakes are not meal replacements, but intended to supplement your regular diet to restore your body after exercise. The shakes are low in calories and have a light source of fast-absorbable proteins, and they help to stimulate the muscles. And with stronger muscles you will burn more calories.

 

DO WOMEN NEED MORE OR LESS PROTEIN THAN MEN?

The average man will require around 20 grams of protein after exercise. As women have less muscle mass, their recommended protein intake is around 18 grams.

 

HOW MUCH PROTEIN DO I NEED?

Generally speaking, our bodies need approximately 0.8 – 1 grams of protein per day per kilogram of body weight. Those who exercise regularly may need a little more than that. How much more depends on the intensity-level of your workouts – but a good rule of thumb for those with an active lifestyle is to aim for 1.2 – 1.5 grams of protein per kilo of body weight.

 

WHY DO I NEED PROTEIN WHEN I WORKOUT?

Exercising causes damage to the muscle tissue. This isn’t necessarily a bad thing, just as long as you provide your body with the right nutrition to help your muscles recover faster and become stronger. Protein does exactly that. Or, more precisely, it’s the protein’s amino acids that are key to aiding muscle recovery (amino acids being the basic component of protein). That’s pretty much all we can tell you without this turning into a lecture on molecular biology. But some of you may find it interesting to know that there are 20 different types of amino acid – some of which our body can make on its own, while others must be obtained from food. The latter are called essential amino acids and you’ll find them in your FITSHE Pure Whey Protein.

 

DO PROTEIN SHAKES BENEFIT ALL TYPES OF EXERCISE?

Yes, protein helps to rebuild your muscles after whatever kind of workout you put them through. The recommended daily intake of protein is between 0.8 to 1 grams protein per kilogram per day – which to most women is a challenge in itself. Those who exercise regularly require a little more than this. Because when you challenge your body to perform at the gym, on your run or in your yoga class you need extra protein to repair and preserve muscle tissue.

 

WILL PROTEIN SHAKES AFFECT MY BODY SHAPE?

Not directly, as this depends on the type of training you do. But protein can make a difference indirectly, as it helps to rebuild your muscles after exercise. Muscles ask our metabolic system to work harder as they require more energy than fat. The more muscle we build, the more calories we burn, which will ultimately lead to a fitter body shape.

 

HOW MUCH MAGNESIUM DO I NEED?

The recommended dietary intake (RDI) for magnesium is between 310-420 mg/day.

COMPLAINT PROCEDURE

We really hate to hear that you have a complaint about our products or services. Nevertheless we would kindly like to ask you to send your complaint to our customer service team. This can be done by email. Our customer service team will review your complaint and will do whatever they can to offer a solution that works for all parties involved.

Our contact details: info@fitshe.com

Once we have received your complaint, we will send you a confirmation stating that it has been received.

From the moment we receive your complaint, it can take a maximum of 14 days to reply. In case this requires more time, we will of course inform you about this.

If you are unhappy with the above, you can always contact the mediation department of Stichting Webshop Keurmerk which FITSHE has a partnership with. In case this mediation attempt doesn’t result in a satisfying solution, you have the opportunity to send your complaint to the Geschillencommissie.

I HAVE A QUESTION AND CAN NOT FIND THE ANSWER IN THE FAQ.

You can reach us by mail at info@fitshe.com.