Frequently Asked Questions
Product
What are the dimensions of the Stoma-Kit?
The dimensions are 15 cm x 18 cm x 5 cm. A very convenient size for easy carrying.
Can I reuse the product?
The product is for one time use. After hanging the Stoma-Kit, the adhesive strip cannot be reused.
Do I need to use a waste bag in the Stoma-Kit?
The Stoma-Kit has been tested to hold moisture for approximately 30 minutes. This means that when you put your filled ostomy bag in the Stoma-Kit, it will be moisture-proof for at least 30 minutes.
However, we do recommend putting a waste bag around it. If the Stoma-Kit has been sitting in your bag for an extended period of time, it may cause damage, which will result in less moisture proofing.
Where should I dispose of the Stoma-Kit?
The Stoma-Kit is considered residual waste after use. In addition, you can dispose of it in the wastebaskets in the toilets when you are out of the house.
I have a complaint about my order. What should I do?
That is annoying. You can send the complaint via the contact form. We will do our best to handle your complaint within 24 hours. We are happy to help you find a solution!
Order
How does the ordering process work?
In our webshop you can choose from individual packages or subscriptions. After making a choice, your order will be placed in the shopping cart.
Then go to the shopping cart and click on order. Here you fill in all your details and choose whether you want the product delivered to your home address or to another address.
After receiving your payment, we will start working on your order. You will receive an email when your package is in the mail. For the receipt of the package you do not need to be at home. The package fits through the mailbox, very convenient!
We wish you much convenience.
How do I create an account and/or log in with my account?
You can create an account by clicking on "My Account" at the top right of the menu bar. From there you can log in or create a new account.
Benefits of an account:
You immediately have a confirmation of your orderOverview of your orders in one placeSee invoices
I have not received a receipt
If you have not received a receipt for your order, please contact us using the contact form. Please leave the order number in your message. You can also follow the status of your order in your account.
I want to change or cancel my order, how do I do that?
Changing or cancelling an order is possible when the package has not been shipped yet. Please contact us via the contact form and mention your order number.
My order has been cancelled. What happens now?
If your order is cancelled, you will automatically receive an email from us about what will happen next. If the order is cancelled before shipment, the amount paid will be refunded. If the order is cancelled after it has been shipped, we can refund the money when we have received the package back unopened and undamaged.
Shipping
What is the delivery time of my order?
Delivery time when ordered today:
NL (1-2 business days)
BE (2-3 business days)
FR (3-6 business days)
DE (3-6 business days)
ES (3-6 business days)
IT (3-6 business days)
UK (3-6 business days)
USA (5-12 business days)
What are the shipping costs?
NL = 2,00 Euro
BE = €4.00
FR = €5.00
DE = €4.00
ES = EUR 5,00
IT = EUR 4,00
UK = EUR 4.00/pound 3.40
USA = EUR 6.00/ USD 4.20
Do you also ship to foreign countries?
We ship to:
NL
BE
FR
DE
IT
ES
UK
US
What if I am not home when the package is delivered?
No problem, the package just fits through the mailbox.
Returning
I would like to return my order
Returns are possible when the Stoma-Kits have not been used and the packaging is undamaged. You can return the package to: De Bijster 18, 4817HX Breda . The return costs are for your own account.
Once we have received the package and the product is unused and undamaged, we will process the refund within three working days. If the order has arrived damaged and you would like to return it, this is possible! Take pictures of the product and send them via the contact form and include the order number in your message. We will help you quickly with this.
The product is not working properly. What to do?
If the product does not work after wishes, we are curious to know why! Send your findings through the contact form. This way we can improve our product.
Pay
What options can I use to pay?
iDeal, Visa, MasterCard, Maestro, American Express, Apple Pay, Google Pay, PayPal
Where do I find my invoice?
You can find and download your invoices in your account. Once logged in, click on 'my orders' for your order overview. Go to the correct order and click on 'details'. Then a button will appear with 'download your invoice'.
I have a problem paying. What should I do?
Your best bet is to email us using the contact form.
General
Will my order be reimbursed by insurance?
We do not currently have contracts with health insurance companies. We are working hard to make this happen in the future.
Where can I find your terms and conditions?
Our terms and conditions can be found at the bottom of our website or click here.
Am I stuck with something?
No, you are not tied to anything. You can activate, pause, cancel or change subscriptions online at any time.