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Frequently Asked Questions
Questions about ordering
1 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.
2 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.
3 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.
4 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.
5 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.
6 What will appear on my credit card statement?
Your credit card statement will display the name 'DNA Gifts BV'.
7 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.
8 How long will it take to process my order?
The length of time an order takes to be processed is dependant on how your details pass through our system. Whenever a customer places an order using a Credit Card, the information is rigorously checked to ensure maximum security and prevent potential fraud. Your bank may require security checks to validate your purchase. If all of the details are correctly matched and verified, your order will be processed as soon as possible. If there are any issues, a member of staff may be required to look into the situation and may contact you to verify some details.
If you have placed an order with us Bank Transfer, your order can only be processed when we receive the payment. Bank Transfer payments can take 3-5 business days. Please be sure to include your order number with your payment so that we can locate your order and have it ready for dispatch. Bank Transfers will be located based on the information you send us.
If you have placed an order with us and are paying by Bank Transfer, your order can only be processed when we receive payment. Bank Transfer payments can take 3-5 business days. Please be sure to include your order number with your payment so that we can locate your order and have it ready for dispatch. Bank Transfers will be located based on the information you send us.
9 Can I cancel my order?
If you wish to cancel your order it is only possible if the order has not yet left our warehouse. If you have made a payment and wish to now cancel your order, and it has not left our facility, then we can refund you the payment. If the parcel has already left our facility then it is no longer possible to cancel the order. In this case the customer must wait for the parcel to be delivered and if you still no longer want the items you can return the package to us for a refund or exchange. We must receive the package back in our facility and as originally packed before we can issue any refund or honour any exchange.
