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Home / Frequently Asked Questions

Frequently Asked Questions

Below you will find our question & answer section. If your question is not here, please feel free to contact us by telephone (+31 (0) 20 659 3228) or via e-mail (

Terms and Conditions

All products remain the property of Star Remedies B.V. until the entire invoice amount has been paid. Errors and price changes reserved. All agreements are subject to the terms and conditions of Star Remedies B.V. Star Remedies B.V. reserves the right to cancel orders. It is possible that some products are difficult to deliver and that some orders have to be specially made to measure. You can read the general terms and conditions here .


Account – Log in

Create account You can create an account easily and free of charge via
Log in Logging in is easy and fast via
Forgot your password? No problem. You can easily request your account password via
Account automatically deleted? If you do not use your account for 6 months, it will be automatically deleted in accordance with the GDPR.



Simple and fast
Placing your order and paying is the easiest and quickest way through our online shop.

Order confirmation
You will automatically receive an order confirmation by e-mail. 

Name and address data
To properly process your order, we need your telephone number and e-mail address in addition to your address details. Your data will not be sold or passed on to third parties!

Different delivery address
You can enter a different delivery address during your order.


Payment options

You can pay with us with the options below:

  • iDeal (Netherlands)
  • iDeal in3 (Netherlands)
  • Credit Card (Worldwide)
  • Apple Pay (Worldwide)
  • Klarna Postpay (Austria, Finland, France, Germany, Netherlands & Belgium, Sweden, Norway, Denmark, Spain, Portugal, Italy)
  • Klarna Pay in 3 parts (Austria, Finland, Germany, Netherlands, Sweden, Norway, Denmark)
  • Klarna Pay Now (Austria, Belgium, Finland, Germany, Norway, Denmark, Spain, Portugal, Italy)
  • Bancontact (Belgium)
  • KBC/CBC Payment Button (Belgium)
  • Belfius Direct Net (Belgium)
  • EPS (Austria)
  • Przelewy24 (Poland)
  • Billie (Germany, Netherlands, Austria, Sweden, France)
  • Klarna (Austria, Belgium, Denmark, France, Germany, Italy, Netherlands, Norway, Portugal, Spain, Sweden, United Kingdom, Finland, Switzerland, Ireland)
  • Twint (Switzerland)
  • Tin (Poland)
  • BANCOMAT Pay (Italy)
  • Trustly (Austria, Germany, Estonia, Spain, Finland, Latvia, Lithuania, Netherlands)

You will not pay any costs for the above payment options

Prepayment via IBAN (Mollie Payments)
If you have chosen to pay the total amount in advance, your order will be shipped as soon as we have received payment.

  • Prepayment is safe and does not entail any additional costs.
  • Foreign payments must be made via our IBAN number and the Shared cost option must be selected
  • Please allow one to four working days for transfer time.
  • When transferring, please include the details in the confirmation email.
  • Your order will be shipped as soon as we have received the total amount.



All mentioned prices include VAT.
Including 9% VAT:   MNZ Manuka Honey & Books
Including 21% VAT: Ainsworths, Indigo Essences, Star Remedies, Animal Essences, Healing Herbs,, Essential oils, Precious stones, Metals, Pure, CDs, Creams, Pipette bottles and the like, Oils, Wooden boxes, Natural deodorant, Soap, Oil burners.

Errors and changes reserved. If the exchange rate is changed, a price change can be made without prior notice or a new price list. Price changes subject to change. Printing and publishing errors with reservation. Prices mentioned on this website include VAT.



Therapists & Business discounts are not calculated on offers or combination sets. Discounts are and are calculated on the invoice.

Professional prices & Conditions

Professional conditions

  • You have a valid VAT number
  • You have a valid Chamber of Commerce number
  • You are registered as a medical professional, therapist, beautician or related (possibly medical) profession


  • Simple ordering process without minimum order amount
  • No order costs
  • No annual registration fee
  • Low uniform shipping rate

Important – in training: Professionals in training or who are starting are very welcome! Discount is also available for them.

Professionals prices are available for many products. You will find this in your most recent professionals price list. If you no longer have the most recent price list, please contact and we will send you a new price list immediately. Products in the offer are excluded from a professionals discount.

During checkout, choose the payment option Professionals / Companies . You will receive an e-mail with payment link with the professionals discount calculated.
If you have been a Star Remedies customer for a longer time, you can also pay on account.

! You can free of charge sign up at the Registration for professionals


  • Discounts are calculated on your invoice.
  • Discounts are not calculated on offers or combination sets.

Retailer prices & conditions

Retailer prices & terms and conditions

  • You have a valid Chamber of Commerce number
  • You are registered as a retailer or have a Pharmacon approval
  • Retail prices are only valid for retail

Retail prices are available for many products. You will find this in your most recent retailers price list. If you no longer have the most recent price list, please contact and we will send you you a new price list immediately.

During checkout, choose the payment option Therapist / Companies . You will receive an email with payment link and the appropriate discounts that apply.

! You can free of charge sign up at the Registration for Business

Schools / Instituttions

Schools / Institutions

We have special quantity discounts for the above institutions. It is best to do this with our contact so that we can make you a competitive offer.

You must provide the following information:

  • Name of training & location
  • Number of participants in the joint purchasing promotion
  • Numbers of products
  • Group shipment or individual shipment
  • Contact information

Delivery times (PostNL)

Delivery times within the Netherlands

• You will automatically receive an email containing all transport information such as shipping date and current location.

The packages are usually offered on working days between 9 a.m. and 7 p.m. All mentioned delivery times are calculated by PostNL and are subject to change. Errors and changes are reserved and are therefore not binding. The indications below do not apply to Europe shipments.

With your order before 16:00 at:
Get it delivered at:
• Monday
• Tuesday
• Tuesday
• Wednesday
• Wednesday
• Thursday
• Thursday
• Friday
• Friday
• Saturday
• Saturday and Sunday
• Tuesday

*The above delivery days are subject to change. It may happen that your package is delayed due to crowds. Always check your track & trace

Delivery times Europe

The packages are usually offered on working days between 9 a.m. and 7 p.m. Europe shipments have an average delivery time of 2 to 5 business days. You can track your package in the e-mail.

PostNL (NL & Europe shipments)

PostNL – Shipping & Delivery

PostNL in The Netherlands and Belgium

• You will automatically receive an email containing all transport information such as shipping date and current location.

Not present?
If you are not home during the first delivery attempt of a package or registered letter, you will receive a message from the delivery person with a non-home code on it. With this code you can indicate on the same day until 10 p.m. where you want your package delivered the second time. PostNL can also choose to offer your package to your neighbors without additional service or to deliver it to a PostNL pickup location. All information regarding your shipment can be found in the Track & Trace email.

Neighbor delivery?
PostNL delivers to the neighbors as standard. If not desired, you can choose an extra option to not deliver your shipment to the neighbors.

PostNL – package delivery without ringing
When the customer is not at home, PostNL can deliver the package or to the neighbors or leave it in the letterbox. PostNL may deliver a shipment to the addressee without ringing in the following situation: The shipment fits through the letterbox and is smaller than the standard letterbox format (38 x 26.5 x 3.2 cm) & it is a shipment without additional service (Registered, Insured service, Payment service and the like)

Pick up at a PostNL pick-up point (PakjeGemak)
Do you prefer to pick up your order at a local PostNL collection point? Then Star Remedies delivers your shipment to one of the more than 2400 PostNL collection points. With so many locations, there is always a PostNL point nearby.

PostNL Pakjegemak extra options
Pick up at PostNL pick up point + € 0.00

Benefits of “PostNL Pakjegemak”

  • Pick up the shipment if you like (1 week)
  • You can choose from more than 2400 locations in the Netherlands
  • Many collection points are also open in the evening
  • You don’t have to wait for your shipment and postman
  • Extra early delivery at PostNL collection point is possible

How does it work?

  • Choose the “Pick up at a PostNL location” option under “Delivery options”
  • Next, the nearest PostNL location will appear
  • You can adjust the collection location by clicking on the name of the PostNL collection point
  • You will receive an email from us as soon as the order is shipped. Depending on your choice, your order will be ready the next day from 8:30 AM or from 3:00 PM to 4:00 PM.
  • Pay attention! Take proof of identity to the pick-up location
  • Nothing will be sent to your billing address

UPS Express shipment)

UPS – Shipping & Delivery

• You will automatically receive an email containing all transport information such as shipping date and current location.
• You sign for your package upon receipt

Not present at the case?
Business customers: UPS offers the package to you 3 times, if you are not at home after this, UPS will leave a contact request with you to create a new one delivery date at a time you prefer.

Not present at home?
Private customers: UPS offers the package to you once, if you are not at home after this, the package will be offered once to the neighbors. If not at home, UPS will leave you a message that you can pick up your package at the nearest UPS Access Point in the Netherlands and UPS Access Point in Belgium

Neighbor delivery?
UPS delivers to the neighbors as standard.

Determine your delivery time yourself with UPS MyChoice
Home deliveries that fit in your agenda. You no longer have to worry if you cannot be home when your package arrives. You must be able to decide on your most valuable asset – your time. When you sign up for UPS My Choice®, we alert you about incoming shipments and give you the flexibility to reschedule, forward or have your packages collected for collection at a UPS customer center when you are not available to receive your receive packages. With your UPS My Choice membership, you can set your preferences – such as text alerts, voice messages or e-mail – and set priorities for managing your UPS home deliveries. Sign up

UPS Access Point – pick up when you want it
UPS Access Point locations are conveniently located places, such as local supermarkets or other local companies, where packages can be delivered or picked up easily. With locations that are also open on weekends or evenings, the UPS Access Point locations are designed to make life easier for you. UPS approves all UPS Access Point locations before UPS starts using them, and UPS then supplies these access points with the latest technology. So you can rest assured that your package is in safe hands and that you have picked it up in no time. Make sure you bring your official or government issued identification to pick up your package. If you do not make a choice during the ordering process, we will select the UPS Access Point for you based on your current billing address.
Overview: UPS Access Point in the Netherlands and UPS Access Point in Belgium

Free delivery within Europe

Free shipping*

Netherlands, Belgium, Germany and Luxembourg: From € 95

Denmark, France, Italy, Austria: From € 125

Finland, Hungary, Ireland, Poland, Portugal, Spain, Czech Republic, Sweden: From € 135

Cyprus, Bulgaria, Greece, Iceland, Croatia, Malta: From €145

*not applicable for companies/therapists with multi-packages/heavy shipments

Shipping within the Netherlands (PostNL)

The Netherlands

PostNL Parcel Post
The shipping costs for delivery addresses in the Netherlands are € 6.50 for all orders with a total order value that is lower than € 95. For orders over € 95, no shipping costs will be charged within the Netherlands.

Delivery time: 1 business day / 24 hours*
€ 6.50

Delivery times are indicative and you should always keep a close eye on your track & trace

Shipping to Belgium & Luxembourg (PostNL)


The shipping costs for delivery addresses in Belgium are € 9.95.

Delivery time: 
1 business day / 24 hours*
Rate: € 9.95


The shipping costs for delivery addresses in Luxembourg are € 13.50.

Delivery time: 
1 business day / 24 hours*
Rate: € 13.50

Delivery times are indicative and you should always keep a close eye on your track & trace

Shipping within Europe (PostNL)

Europe shipments with PostNL

Delivery time: 1 business day to 7 business days
Rate: € 22.50

Intra-Community deliveries

Intra-Community deliveries

For foreign consignments, which fall under intra-Community deliveries, valid VAT numbers are required. If you specify a valid foreign VAT number when ordering, your order will fall under EU intra-Community supplies. You can verify the validity of your VAT number at Taxation and Customs Union .
You can enter your European VAT number during checkout so that the intra-Community VAT reduction takes place automatically based on the VIES verification.

Revocation / Returns

Right of withdrawal

• Contact our customer service at 020 – 659 32 28 or by email .
• Make sure you have a thorough outer packaging and only return complete products
• Make sure that you send your package sufficiently prepaid to:

Return address
Star Remedies B.V.
for returns
Sloterweg 150
1170 CV Badhoevedorp

You can exchange or return a product within 14 days without giving a reason, starting on the day you receive the product. The product must then be complete and be in its original packaging (if reasonably possible). Products that are damaged, used or incomplete are not eligible for exchange or refund. This 14-day cooling-off period applies exclusively to consumers. Any costs and the risk of returning are at the expense of the customer.

Personal and Perishable Products (All (Bach) Blossom Remedies, Indigo Essences, Animal Essences, Other Blossom Essences, Essential Oils, Manuka Honey, Nutritional Supplements, Nutrition, Supplements, Deodorants and Soaps) can only be returned if the package is sealed.

Excluded from the right of withdrawal
Glassware (all variants incl. Pipettes) and silver oil pendants are excluded from the right of withdrawal for hygienic reasons.

Cooling off period
After receiving your order, you have the product on display for 14 days (cooling-off period), starting on the day you receive the product. Within this period you have the option to cancel or exchange the purchase.

If you want to use the cooling-off period, follow the following procedure:

  • Notify customer service within 14 days of receiving your order that you want to use this time.
  • Products with a warranty closure can be returned if the warranty closure is not broken. Return the product undamaged and if possible in original packaging. Save the shipping code as proof of shipping. The costs and the risk for the return shipment are for your own account.

Star Remedies B.V. reimburses all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer notifies him of the cancellation. Unless Star Remedies B.V. offers to collect the product himself, he may wait to pay back until he has received the product or until the consumer proves that he has sent back the product, whichever is the earlier. Star Remedies B.V. uses the same payment method that the consumer used for reimbursement, unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.

Model form for cancellation
(only complete and return this form if you wish to withdraw from the contract)
– To: Star Remedies B.V.
Sloterweg 150, 1171 CV, Badhoevedorp

– I / We * share / hereby inform you that I / we * our agreement regarding the sale of the following products:

the delivery of the following digital content: [indication of digital content] * the provision of the following service: [indication of service] *, revoked / revoked *

– Ordered on * / received on * [order date with services or receipt with products]

– [Name of consumers (s)]

– [Consumer address (s)]

– [Signature consumer (s)] (only when this form is submitted on paper)
* Delete what does not apply or enter what applies.

Rights, Ownership, Price change

Rights, Property, Price Change

All rights reserved. Price changes subject to change. Publication errors with reservation. The use of our products is entirely at your own risk, in the event of persistent complaints we advise you to consult a (treating) doctor or therapist.

The products in our store are not a substitute for medical treatment. It is always necessary to consult your doctor.


In the unlikely event that there is something wrong with a product that you have purchased from us, you can of course appeal to the guarantee to perform it. If something is wrong with your product, please contact us (by telephone or by email). We will then sort out e.e.a together with you. If the problem has been determined, we will send you the return instructions by e-mail.

Complaints and Feedback

Complaints and Feedback

Service and customer satisfaction are our top priorities. If you still have a complaint or comment about your order, our website or other matters, you can contact our customer service .

It is of course annoying if you have a complaint about our products and / or services. We would like to help you further and offer a desired solution. You can mail to: Our employees in the complaints department will review the complaint and try to resolve the complaint to everyone’s satisfaction. After receiving your complaint you will receive a confirmation from us. We will respond to your complaint within 14 days of receipt. If it requires more time, we will inform you of this. If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk where we are affiliated. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at If the complaint is not yet being processed elsewhere, you are free to file the complaint. deposit via the platform of the European Union.

If this does not lead to a solution, it is possible to register your dispute for mediation via Webshop Keurmerk. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at . If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.

Environmentally friendly websites

Environmentally friendly websites

Our servers run 100% CO2 neutral and are therefore 100% green.

Environmentally friendly packaging

Environmentally friendly packaging

Our filling material is composed of 100 percent natural raw materials: air, water and vegetable starch. It is, as the Fraunhofer Institute has confirmed, biodegraded within a very short time and is harmless to the environment. Flo-pak BIO can also be reused, thrown away or composted and is 100% soluble in water.

Our corrugated cardboard packaging consists of more than 70-80% recycled paper, making it a contribution to the environment and produced from renewable resources. (Paper container in your area)

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