Frequently Asked Questions
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other payment methods available through Shopify's secure checkout.
Can I modify or cancel my order after placing it?
Please contact us immediately at hello@cphagen.com if you need to modify or cancel your order. Once an order has been shipped, we cannot make changes, but you can return it according to our return policy.
Do you offer gift wrapping?
Currently, we don't offer gift wrapping, but all our products arrive beautifully packaged and ready to enjoy or gift.
Shipping & Delivery
Which countries do you ship to?
We ship to all 28 European Union countries. See our Shipping Policy for detailed rates and delivery times.
How long will my order take to arrive?
Delivery times vary by location:
- Belgium: 2-3 business days
- Neighboring countries: 3-5 business days
- Other EU countries: 5-10 business days
Do you offer free shipping?
Yes! We offer free shipping to pickup points on orders over €50 depending on your country. See our Shipping Policy for details.
Can I track my order?
Yes! You'll receive a tracking number via email once your order ships.
What's the maximum order weight?
We ship orders up to 20kg. For larger orders, please contact us at hello@cphagen.com.
When do you ship orders?
We ship Monday through Friday (weekdays only). Orders are typically processed within 1-2 business days.
Can I mix bottles with other products in one order?
No, bottles must be ordered separately due to their custom protective packaging. This ensures your bottles arrive safely. If you'd like to order both bottles and other items, please contact us at hello@cphagen.com and we'll help find a solution for you.
Returns & Refunds
What is your return policy?
You can return unopened products within 14 days of delivery. See our Return & Refund Policy for full details.
Who pays for return shipping?
If you've changed your mind, you cover return shipping costs. If we made an error or the product is faulty, we'll cover the costs.
Can I return opened food products?
No, for health and safety reasons, we cannot accept returns of opened food products.
How long does it take to receive my refund?
Once we receive and inspect your return, refunds are processed within 5-10 business days to your original payment method.
Products
Do you include samples with orders?
Yes! We include a free sample with each order when stock allows, so you can discover new Nordic flavors.
Are your products suitable for vegetarians/vegans?
Product dietary information is listed on each product page. If you have specific dietary requirements, please check the product description or contact us.
How should I store my products?
Storage instructions are provided on product packaging. Generally, teas should be stored in a cool, dry place, chocolates away from heat, and specialty items as indicated on their labels.
Sustainability
What packaging materials do you use?
We're committed to sustainability and use recycled boxes and protective materials whenever possible to minimize our environmental impact.
CPHAGEN Gourmet Club
1. How do I join the Club? Simply click 'Join now' and create your account. Membership is free and you'll start earning points immediately.
2. How do I earn points? Earn points for every €1 spent, plus bonus points for writing reviews, referring friends, and celebrating your birthday with us.
3. How do I redeem my points? Once you've accumulated points, you can redeem them for discounts at checkout. Check your account dashboard to see available rewards.
4. Do my points expire? Points remain active as long as you make a purchase within 12 months. We'll send you a reminder before any points expire.
5. Will I receive emails as a Club member? Yes, Club members receive our newsletter featuring new arrivals, exclusive offers, producer stories, and Nordic gourmet inspiration. You can unsubscribe anytime.
6. Can I check my points balance? Yes! Log into your account or click the rewards icon on our site to view your balance and available rewards.
7. Is there a cost to join? No, membership is completely free.
Contact & Support
How can I contact you?
Email us at hello@cphagen.com. We typically respond within 1-2 business days.
I have a question that's not answered here
No problem! Just email us at hello@cphagen.com and we'll be happy to help.
Ready to explore our Nordic gourmet collection?
Shop Now | Shipping Policy | Return Policy