Frequently Asked Questions
1  How long will it take you to answer my email?
We look to respond to any emails we have been sent within 1-3 business working days. Due to the large volume of emails we receive on a daily basis, a response may sometimes take a little longer to come back to you but we do answer any emails we receive as soon as possible. Please be rest assured that we read every single email we receive.
2  How do I know that you are a legitimate business?
Our business was established in 2003, we have formed a fantastic relationship with our customers and suppliers. We display our full address and contact details and you are welcome to email our Customer Service team with any questions you may have or alternatively you can visit our store located on our contact page
3  Why haven't I received my order confirmation/dispatch emails?
Whenever you place an order with DNA Genetics a confirmation email is sent to you with details of the order you have made. As soon as your order is processed and dispatched, a second confirmation email is sent to you indicating that your order is on its way to you. If you have not received these emails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam and see if your confirmation emails have appeared there.
4  How do I place an order?
Returning Customers: Log into your account using the same email address and password you used to create the account.
If you don’t have an account, you can create one or you can continue as a guest user.
Select items you wish to add your basket. View your shopping cart. Review all items in your shopping cart to verify the correct size, color, and quantity by selecting options.
Enter your destination to get a shipping estimate and update the total.
Add your Reward Points. Customers need to log in or register to collect and use their points. When you are ready to order, select the checkout in your shopping cart.
Fill the required fields for your Shipping Address and Billing Information. Select your method of payment. If you have a promotion code, make sure to enter the code. You can also sign up for our newsletter.
Disclaimer; Please read our company disclaimer regarding the order of our products.
You can now "Proceed to checkout" to complete your order. You will receive an order confirmation email with details of your order and a link to the track and trace number as soon as possible. This might end up your spam.
5  What is my 'Shopping Cart' and how do I use it?
Think of your shopping cart as an online version of a real shopping cart that you would use whenever you go to the store to buy groceries. Just like a real shopping cart, you can add items, remove them and change the quantity of each item if you want more than one. To add an item to your shopping cart simply click on 'Add To Cart' and you will be taken immediately to your cart. Here you can make adjustments to any products you may have chosen, and can remove any that you added by mistake. You can then either checkout or continue shopping. If you want to access your shopping cart without adding a product, simply click on the 'View Cart' button available in the 'Shopping Cart' box.
6  What payment methods are available?
DNA Genetics EU only accepts Credit Card Payments and Bank Transfer Payments at this time. These are the only options currently available on our website. Customers must include the Order Number in the description of the bank transfers to ensure the completion of the order.
7  How secure are my credit card details?
The security of your payment information is very important to us. We never store your credit card number or your security code (CVV code). At no point do we see your card details and we do not have access to them. They are stored on a secure server and are encrypted for your protection.
8  Can I view the price of items in a different currency?
Our currency is in EUR. You can set up the pricing to GBP or EUR using the currency convertor located at the top left of our navigation header.
9  What will appear on my credit card statement?
Your credit card statement will display the name 'DNA Gifts BV'.
10  How do I know if you have received my order?
As soon as you place your order you will receive an order confirmation email at the email address you specified. This might end up in your spam folder.This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order. You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you. The order confirmation is not the actual invoice, only the confirmation of the receipt of the order.