FAQ

Where do you deliver?

We ship to most EU countries including Belgium, France, Netherlands, Luxembourg and Germany. If you wish to order from a country not listed, please contact us at info@orientalpanda.com and we will send you a quote. We do not ship to the UK, Switzerland and Norway.

Is it possible to order with free shipping?

Yes, this is possible from an order value of €99 in Belgium, France, the Netherlands, Germany and Luxembourg. Free shipping is only possible for orders with dry food and with a maximum of 25 kilos. From fresh or frozen products are ordered there is a fixed cost.

Which shipping company do you use?

For orders with dry food, drinks and non-food products we use GLS. For orders with fresh or frozen products, the orders are delivered personally or via GLS (only in Flanders)

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

Orders are shipped within 3 business days after receipt of the order and are delivered on weekdays. You will receive a track and trace email to follow your shipment. For Belgium, the Netherlands and Luxembourg, 98% of shipments are delivered the next business day after delivery to the carrier. For France and Germany, you should count on 2 to 5 business days.

In which countries can I order fresh or frozen products?

Orders with fresh and/or frozen products can be ordered in Flanders (Belgium).

Until when can I order fresh and frozen products?

You can place orders with fresh and frozen products until Monday.

Can I combine dry food with fresh and frozen products?

Yes, this is perfectly possible. Your order will then be delivered via orientalpanda or GLS on a fixed delivery day. You can order up to and including Monday.

Why is there no free shipping for fresh and frozen food orders?

Your order will be transported cooled from our warehouse to the delivery address. The transport is provided by our own transport or GLS with cooled boxes, or by dry ice or ice coolers. This type of transport is a high cost for us, which is why we are forced to pass on a part of the cost, even for larger orders.

When are orders with fresh and frozen products delivered?

Delivery day is Wednesday, Thursday or Friday. Exceptions are possible.

Do I have to be at home for orders with fresh or frozen products?

Yes, it is important that someone is present as your order is cooled. You will receive information on the delivery day via orientalpanda (SMS or email) or a track-and-trace email from GLS. You can still change the delivery address up to the day of delivery.

Why do we ask for your mobile number?

If we are in your area, we will deliver ourselves and inform you by SMS when the delivery will take place. For orders with fresh or frozen products (via own transport or GLS) we strongly recommend that you enter a mobile phone number so that the driver can reach you if no one is home to receive your order.

What if fresh or frozen products no longer show the expected quality?

If the shipment via GLS arrives a few days later than expected, we will refund the costs for the products if the products no longer show the expected quality.
If you have asked GLS to deliver on a different day, we will not take responsibility if the products no longer show the expected quality. After all, you can still change the delivery address on the day of delivery to an address where someone is present to receive your order. The same applies to fresh whole durians that have been delivered on time. We cannot take responsibility with regard to the ripening. The ripening of durians can differ slightly every week.

Why do I sometimes receive an order in an export box?

We strive to reuse as much packaging material as possible (boxes, tube sleeves to protect bottles, gel packs, ...). If we can reuse original export boxes, we will do this too. By the way, these export boxes are very strong, which is good for the protection of your products.

What to do with the gel packs that are used with frozen products?

If you order frozen products, gel packs will be delivered in an isomo box. These can be reused without any problem (freeze at least 2 days in advance). The gel packs contain a gel that should not be poured down the drain. If you do not wish to reuse the gel packs, please consider them as residual waste.

What if something is damaged?

As a customer you always have the right to refuse a damaged package. Nevertheless, we strongly recommend that you always receive the package because usually only 1 product is damaged. You will always receive a refund for the products that are damaged or we will resend the damaged product. If you refuse the package and it is returned, it takes a long time before we get the package back and we can only refund the amount after receiving the returned package.

What if a product is not in stock?

We do our best to display the stock of the online products correctly. However, it may happen that products are not in stock after ordering. For this you will automatically receive a refund. This amount is always refunded via the same payment method that you used. We do not put money in an envelope for the refunded amount.