Frequently asked questions at a glance

General

How long will it take for my order to be delivered?

If you order before 15:00, you will receive your order the next day (Mon-Fri) (except national holidays) for a delivery address in the Netherlands. For international shipments, you can find the estimated delivery time via the track & trace code. Did you not receive a track & trace code? Then you can contact us via one of our contact options that can be found on the Contact and Service page .

Can I, as a private individual, also place orders at this B2B webshop?

This website is exclusively intended for persons who are active in the tobacco and related products trade and are eighteen years of age or older. Consultation of the content of this website by persons who are not active in the tobacco and related products trade and who are younger than eighteen years of age is prohibited. The content of this website is only accessible with a verified account.

I forgot my password. What now?

First of all, don't panic. When you open the login window (the account icon at the top right), you can reset your password via the "forgotten password" button. After filling in and confirming the known e-mail address, you will receive a link to reset your password. Did you not receive an e-mail? Then also check your spam/junk folder. It is also possible that the e-mail address you entered is not known to us. If this does not work, you can always contact us via one of our contact options that can be found on the Contact and Service page .

I get a message that I am a robot.

If you get the message: 'We see you as a robot, please contact our support', there have been too many failed attempts to log in. This is a standard security measure. You should now wait a few hours before trying to log in again.

How do I change my password?

Good idea! It is safer to change your password every 3 months. First, make sure you are logged in. Then go to ''my account'' by clicking on the account icon (next to the shopping cart). In this menu you can then change your password under ''my profile'' and then click on ''change password''. Then follow the instructions. Have you forgotten your password? First, don't panic. When you open the login window (the account icon at the top right) you can reset your password via the ''forgotten password'' button. After filling in and confirming the known e-mail address, you will receive a link to reset your password. Didn't receive an e-mail? Then also check your spam/junk folder. It is also possible that the e-mail address you entered is not known to us. If you are unable to do so, you can always contact us via one of our contact options that can be found on the Contact and Service page .

Is there a Dutch Leaf app?

Currently there is no real app to purchase products. Do you like to order with your smartphone? Then you can of course go to dutchleaf.com in your mobile browser and then there is the possibility to put dutchleaf.com as an app link on your smartphone. That is handy!

Is there a Dutch Leaf app?

Currently there is no real app to purchase products. Do you like to order with your smartphone? Then you can of course go to dutchleaf.com in your mobile browser and then there is the possibility to put dutchleaf.com as an app link on your smartphone. That is handy!

How can I receive the newsletter?

You can sign up for our newsletter at the bottom of this page. If you are unable to do so, you can always contact us via one of our contact options found on the Contact and Service page .

How can I unsubscribe from the newsletter?

If you open the newsletter in your email application, you can unsubscribe via the button at the bottom of the page in the message. If it does not work, you can always contact us via one of our contact options found on the Contact and Service page .

What can I arrange myself on Dutchleaf.com?

You can place orders, view invoices, view our assortment 24 hours a day, 7 days a week (including new products, promotions and high discounts). You can also order custom products with your own logo, for example.

I see old information on the website, how can I update this?

If new information is available, you can display it by holding down the SHIFT+F5 keys simultaneously. This refreshes the memory in your internet browser. Can't figure it out? Then contact the ICT department.

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Delivery

How do I qualify for free shipping?

For orders over €250.00 you pay no shipping costs (only for deliveries in the Netherlands). The checkout shows standard shipping costs. If your order amount is higher than €250.00 excluding VAT, these will be waived. The rates for shipments outside the Netherlands depend on the weight, size and final destination of the shipment. There is no fixed price for this. Please take this into account.

How much does it cost to ship my order to an address in the Netherlands?

From 08-01-2024 we charge € 24.95 shipping costs (incl. handling and administration costs) within the Netherlands for orders less than € 250,- ex. VAT.

Can I track my shipment?

Shipments with the final destination the Netherlands or Belgium can be tracked via PostNL (except pallets). You will receive the track & trace code by e-mail after your order has been processed. Does it concern a large order or a shipment with the final destination outside the Netherlands or Belgium? Then this will be coordinated personally.

Where is my shipment?

Shipments with the final destination the Netherlands or Belgium can be tracked via PostNL (except pallets). You will receive the track & trace code by e-mail after your order has been processed. Does it concern a large order or a shipment with the final destination outside the Netherlands or Belgium? Then this will be coordinated personally. Are you unable to track your shipment? Then contact us via one of our contact options that can be found on the Contact and Service page .

Is it possible to have an order delivered to an address outside the Netherlands?

Of course. Want more information about this? Ask your question via one of our contact options found on the Contact and Service page .

How long will it take for my order to be delivered?

If you order before 15:00, you will receive your order the next day (Mon-Fri) (except national holidays) for a delivery address in the Netherlands. For international shipments, you can find the estimated delivery time via the track & trace code. Did you not receive a track & trace code? Then you can contact us via one of our contact options that can be found on the Contact and Service page .

How long will it take for my order to be delivered?

If you order before 15:00, you will receive your order the next day (Mon-Fri) (except national holidays) for a delivery address in the Netherlands. For international shipments, you can find the estimated delivery time via the track & trace code. Did you not receive a track & trace code? Then you can contact us via one of our contact options that can be found on the Contact and Service page .

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Orders

Why can't some products be shipped to an address abroad?

Usually this is due to a national ban by the government on selected products within a certain country. If a certain country has a ban on certain products, Dutch Leaf will prevent you from ordering these products.

How do I place an order?

You can of course always place your order with us by phone or e-mail, but it is much easier to order online via our website. When you register as a customer, your account is created and you receive a unique login code. With your account you can log in and you have the possibility to always order where and when it suits you. After placing your online order you will receive the order confirmation by e-mail. If it does not work, you can always contact us via one of our contact options that can be found on the Contact and Service page .

How do I cancel an order?

You can cancel an order by contacting us via one of our contact options. Try to contact us on the same day. We will do our best to cancel or modify your order. If your order has already been shipped, we unfortunately can no longer make changes. In this case, you can consult our Returns and Warranty page .

Why can't I order tobacco?

As of May 20, 2019, the government regulates tobacco sales in the Netherlands. They do this by means of a Track & Trace system. To ensure that you can continue to order tobacco from Dutch Leaf, we need some information from you.

This concerns your Economic Operator Identity (EO_ID) and your Facility Identity (F_ID).

For more information, please see the question ' Tobacco, Track Trace and Atos registration ' elsewhere on this page.

What payment methods are there?

You have the option to;
- can be paid directly via iDeal **,
- Prepayment by IBAN transfer,
- or pay later by invoice.

** iDeal was temporarily inactive. From 06-12-2024 iDeal will be active again via VIVA Payments.

How can I see when an item will be back in stock?

For questions regarding stock, please contact us via one of our contact options found on the Contact and Service page .

How can I see when an item will be back in stock?

For questions regarding stock, please contact us via one of our contact options found on the Contact and Service page .

Where can I order custom made products?

Your (company) logo on a product? That's possible! For contact, information and ordering custom products, visit this page or send a message to custom@dutchleaf.com

Is it safe to order from Dutch Leaf?

All orders are in a secure environment. Dutch Leaf therefore guarantees that you can pay safely.

I ordered the wrong product. What now?

Try to contact us on the same day. We will do our best to cancel or modify your order. If your order has already been shipped, we can no longer make changes. In this case, you can consult our return procedure here .

How do I apply a discount code?

After you have placed all the products in your shopping cart, visit your shopping cart. Then you can fill in your discount code in the empty field and then click apply. If it does not work, you can always contact us via one of our contact options that can be found on the Contact and Service page .

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Returns

How do I return a product?

Do you have a question about returning products, or are you curious about the conditions? You can find the answer to these questions on the Returns & Warranty page . Or download aPDF of our returns policy here .

Can tobacco products also be returned?

Tobacco products subject to a new excise duty rate can be returned up to one month after the rate comes into effect. After this period, we will no longer accept returns of tobacco products.

How long is the cooling-off period?

If you are not satisfied with your purchase, you can return it to us within 14 days. Some products fall under exceptions. Unfortunately, we cannot process these products in the return process. Please consult ourreturn policy (PDF).

(Some of) my items are damaged upon receipt, what now?

Please return the damaged items to us as soon as possible. Please refer to ourreturns policy (PDF) .

Return Policy

Download our returns policyhere (PDF format).

There are some products missing from my delivered order. What now?

Please check that the packing slip matches what you received. If it does not, please contact us using one of the contact options. Want to know how our returns procedure works? Visit the Returns and Warranty page here .

Products

Why can't some products be shipped to an address abroad?

Usually this is due to a national ban by the government on selected products within a certain country. If a certain country has a ban on certain products, Dutch Leaf will prevent you from ordering these products.

How do I deal with used batteries? (Belgium)

We will report the (products with) batteries you purchased to Bebat for you. Consult the Bebat website for more information about this.

How do I handle used batteries? (Netherlands)

Your customers can donate their used e-cigarettes themselves to the small chemical waste or a Stibat collection point. As an e-cigarette seller, you are officially required to be a collection point for used batteries that is affiliated with Stibat. Consult the Stibat website for more information about this.

How can I receive a volume discount?

Graduated discounts are only visible on the product page (when viewing the product). If graduated prices are available, they will appear on this page.

Where can I find the specifications of a product?

Visit the product page (by clicking on a product) and you will find the specifications in the product description. Are you looking for information that you cannot find? Please contact us via one of the contact options.

I would like a product with my logo on it. Is this possible?

Yes, that is certainly possible at Dutch Leaf. Our custom team is ready for you. Check out our page about our custom products here or send an email via this link.

How can I see if a product is in stock?

You can see the current stock on the product page (by clicking on a product). This page then indicates whether the item is in stock and how many pieces are available. Do you want to know when an item will be available again? Then contact us via one of our contact options found on the Contact and Service page .

Financial

What is the payment term?

Please see the Terms & Conditions page for information on payment terms.

Are the prices shown inclusive or exclusive of VAT?

All prices shown on this website are exclusive of VAT.

Where can I view my invoices?

You will receive invoices by email. You can view your invoices in the ''Invoice history''.
Can't find your invoice or do you have another question?
Then choose one of our contact options.

Track & Trace Tobacco

How do you order tobacco from Dutch Leaf?

As of May 20, 2019, the government regulates tobacco sales in the Netherlands. They do this by means of a Track & Trace system. In order to ensure that you can continue to order tobacco from Dutch Leaf, we need some information from you. This concerns your Economic Operator Identity (EO_ID) and your Facility Identity (F_ID).

For more information, please see the question ' Tobacco, Track Trace and Atos registration ' elsewhere on this page.

Does track and trace also apply to tobacco substitutes?

From 20-05-2024, tobacco substitutes will also fall under the Track & Trace rule.
PAUCHO herbal mix was exempt from that rule until that date. To order tobacco substitutes today, you need an F ID and EO ID, just like with tobacco products.

For more information, please see the question ' Tobacco, Track Trace and Atos registration ' elsewhere on this page.

Tobacco, Track Trace and Atos registration

As of May 20, 2019, the government will regulate tobacco sales in the Netherlands. They will do this by means of a Track & Trace system. In order to ensure that you can continue to order tobacco from Dutch Leaf BV, we need some information from you. This concerns your Economic Operator Identity (EO_ID) and your Facility Identity (F_ID) .

How do I create an EO_ID?

 If you have not yet created an EO_ID and F_ID, you can do this very easily online. Go to this website . Then click on 'Register' at the top right of the screen. Once you have done this, the registration screen (create an account) will open, where you can register yourself as an Economic Operator.

Please fill in the following fields here:
• Company Name (name of your company)
• Address (your full business address)
• Country (country)
• Global Location number (GS1) ( not mandatory! )
• Type (make a drop down menu selection)
• VAT number

After you have filled in your company details, you can continue filling in the account information. The fields 'User Email', 'User First name', 'User last name' and 'User Telephone' are important.
You will need some of this information later to log in.
Then click on CREATE and your account will be created. After registration, check your email inbox for your EO_ID and confirmation code.

How do I create an F_ID?


You log in to this website with your E-mail (User Identifier) ​​and password. You will then arrive at the home screen. On the left side you will see a task bar. Click on the heading 'Facilities' in this task bar.

To register your facility, click on 'New Facility'. In the next screen, fill in the visiting address, country, your own EO_ID and the type of participant you are.
Then click on CREATE and your company will be registered.


Where should I send my EO_ID and F_ID?


To ensure that you can continue to purchase tobacco from Dutch Leaf after May 19, 2019, we kindly request that you send a message to: info@dutchleaf.com

In this message you state:

1. Email address with which you are registered with Dutch Leaf;
2. Company name under which you are registered with Dutch Leaf;
3. The municipality in which your company is located;
4. Your EO_ID;
5. Your F_ID;
6. Your company's VAT number.

Do you have a question?

Check out our frequently asked questions. If your question is not listed, you can contact us using the following options:

By phone

Available Monday to Friday: 9:00 AM - 5:30 PM

+31 (0) 13 57 22 959

By Email

We try to answer your email within 1 working day.

Info@dutchleaf.com
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By Whatsapp

We try to answer your message within 1 working day.

+31 (0) 6 4154 5791