FAQ - FREQUENTLY ASKED QUESTIONS
How can I find the product I’m looking for?
Products can be found in different ways:
- Use the expandable category “products” in the menu bar on top of the page
- Click the magnifying glass icon on top of the page. The search bar appears. You can search by brand, product name, description, EAN code or product number
Couldn’t find what you were looking for? Please contact our Custumer Service Team. We will be glad to help you!
Our customer service is open from Monday-Friday 8-17h on the number (+32) 011/42.50.39 or by mail email@example.com
How can I place an order?
Placing an order is very easy:
- Go to the desired product
- Click the "Add to cart" button, the product is automatically added to your shopping cart.
- Click the symbol of the shopping cart in the upper right corner of the page
- Click "Continue shopping" to continue shopping or click "Proceed to checkout" to pay
- If your order is complete, fill in your details and complete the various steps: billing information, shipping information, shipping method, payment information and finally check your order.
- You will receive an order confirmation once your order has been placed
Can I choose to ship my order to a different address?
Yes, that's possible. This can be indicated in step 2 "shipping information" of your shopping cart. To do this, tick the "Ship to different address" selection box and enter the details of the desired delivery address.
When the order has already been sent, we unfortunately cannot change anything.
What about the shipping costs?
A standard shipping cost will be charged, depending on the destination. Free shipping applies to shipments to Belgium, Luxembourg or the Netherlands with a sales value of more than €50.
Can I still change or cancel my order?
You can easily change or cancel your order as long as the "update" button is available in your shopping cart. If you want to change or cancel the order immediately after completing the payment process, we advise you to contact the Customer Service Team to discuss the possibilities. When the order has already been sent, we unfortunately cannot change anything.
Our customer service is open from Monday-Friday 8-17h on the number (+32) 011/42.50.39 or by mail firstname.lastname@example.org
Can I return my order?
Damhert Nutrition does everything possible to satisfy its customers 100%. If your product is damaged or broken you will get a free replacement. Contact us at email@example.com and if you can prove that the shipment arrived damaged, you will receive new products free of charge.
For any other reason than damaged or broken, we cannot take your order back as we want to guarantee 100% safe food and cannot accept returns for 'mis-purchases'. By this we also want to avoid food waste.
Are all prices VAT included?
Yes, all mentioned prices are VAT included. The correct amount of VAT will be calculated from the shopping basket when checking out as it can vary from country to country within the EU.
What are the payment options?
On the website www.damhert.be , it is possible to pay with:
- Belfius pay button
- KBC/CBC payment button
- Sofort banking
- Bank transfer
- ING home pay
All payments take place within a secure payment environment. We use mollie.com, an online payment system that makes paying easier and more flexible.
How long does it take before Damhert receives my payment?
When paying with Maestro, Bancontact or Mister cash, we receive the payment immediately. In case of payment by credit card (Visa or Mastercard) the amount is debited with your monthly settlement.
I have lost my invoice. Is it possible to receive a copy?
Of course! Send us an e-mail with the order number and/or your address details so that we can look up the order in our system. We will send you the invoice by e-mail as soon as possible. It is important that you have placed a business order with VAT number.
T: +32 11 42 50 39
Using a discount code with your payment.
If you received a specific discount code that is valid in our webshop, you can use it to pay. You can enter the discount code in the check-out page of the shopping cart by clicking the drop-down menu "discount codes".
Note: not every code can be combined with other promotions. If you have a question in this regard, do not hesitate to contact our Customer Service Team. We try to answer your questions as soon as possible.
When will my order be delivered?
We always try to process and ship orders as soon as possible. Usually orders will be processed the working day following the day of placing the order. The final delivery will take place approximately 3-7 business days after you have received your confirmation. Orders placed over the weekend are handled on Monday (if working day). At peak times (such as sales, major promotions), it should be taken into account that it may take a little longer to process your order.
Can an order also be delivered in the evening?
At the moment, evening delivery is unfortunately not possible. If you are not able to accept your package during the day, we advise you to opt for delivery at an alternative address. For example, you can have your package shipped to your work.
Is it possible to receive my package at an alternative address?
That’s possible! In step 2 of the checkout process you have the possibility to enter a different delivery address. To do this, tick the "Ship to different address" selection box and enter the details of the desired delivery address.
are damaged on return or if the original packaging or labels are missing. The same applies to items purchased during promotions or with discounts.
Is it possible to create a business account with which orders can be placed more often?
Absolutely, you have the option to designate business when creating an account.
Create a business account!
Questions about pricing for large order quantities?
Do you want to purchase a large number of products? Please contact us on firstname.lastname@example.org or call us on +32 11 42 50 39. We will be glad to help you.
Are you open to collaborations, such as a product review or a barteldeal?
Such cooperation is certainly possible. Are you curious if there are possibilities for a collaboration at this moment? Contact our Marketing & Communication department at email@example.com.
I would like to receive some more information about a specific product.
All information about a product can be found on the relevant product page. This consists of one or more product photos, a description, a list of the most important features and the technical sheet.
It is of course possible that you can’t find the right answer to your question. In that case, contact the Customer Service team. This way we can also work on the optimization of our product pages.
How can a complaint be submitted?
Quality and service are important core values to us. We strive to satisfy our customers and assist them when necessary. This is why we do everything we can to transform customer complaints into compliments. To us, a complaint is a challenge that we want to enter with full conviction with the aim of improving our communication, service and quality.
We strive for a quick settlement of a complaint. You can expect a response within 14 days. Once we have thoroughly investigated the complaint, we will contact you again to submit a solution. Every complaint is a learning process, and it offers us the experience to prevent the complaint in the future.
You can file a complaint by e-mail. Please send an e-mail with the subject "Complaint" to firstname.lastname@example.org, so that we can see immediately that we need to take action here.
What are Damhert's physical point of sales?
Damhert can be bought at all the better supermarkets. In the shop the Damhert products can be found on the "healthy or dietary nutrition" shelf or among the family products (e.g. Damhert jam in the jam section). Should you be unable to find the Damhert product you are looking for, please do not hesitate to contact us. We will be happy to help you further. We would also like to refer you to our website www.damhert.be, where you can search for nearby shops under "Points of sale".
Which good sugar substitutes does Damhert use?
It is important to eat enough slow sugars, these are starch products such as wholemeal pasta, bread and cereal products. Slow sugars give you long-lasting, healthy energy. Fast sugars, however, such as those found in biscuits and chocolate, are best limited. Fast sugars are quickly absorbed into the blood, resulting in blood sugar spikes. Fortunately, Damhert has chosen to replace fast sugars with good alternative sweeteners in their products, but also with their own sweetener Tagatesse:
1. Polyols such as maltitol, isomalt and sorbitol are sugar substitutes that are slightly less or as sweet as sugar. They provide fewer calories than sugar and have little effect on blood sugar levels.
2. Sweeteners that do not supply energy: saccharin, cyclamate, aspartame, acesulfame-K and sucralose. These sweeteners have no effect on blood sugar levels. They are many times sweeter than sugar, so only small amounts need to be used in products.
3. Fructose or fruit sugar provides as much energy as sugar and will affect the blood sugar level, but to a lesser extent than sugar. With 1/3 less fructose the same sweet taste as sugar can be obtained.
4. Tagatesse is a sweetener created from a blend of isomalt, fibre, sucralose and tagatose. The raw material Tagatose is a sugar extracted from milk by an enzymatic process. But despite being a sugar, it has a very low glycemic index, which means blood sugar levels will not rise much. So it is perfect for people who want or have to avoid sugar, but still like sweetness.
What is the difference between purple and red Tagatesse?
Within this range, you can find Tagatesse in different forms for baking or sweetening. All these products have a nice sweet taste, no chemical aftertaste, a low calorie and carbohydrate value, which makes them ideal for people who want or have to avoid sugar. But people on a low-carb or keto diet are also in luck, because the oligosaccharide and polyol values of all our sweeteners do not have to be included in the carbohydrate calculation. Because our bodies do not absorb them.
In addition to these benefits, Tagatesse No Sugars and Tagatesse 200g are ideal for baking and cooking. You can easily replace the sugar in all your cold and hot preparations with both Tagatesse sweeteners. Tagatesse sugar free has a 1:1 sugar ratio, whereas with our other sweeteners the amount of sugar needs to be halved. So with Tagatesse, you can easily make any dessert without sugar.
What are polyols? And what is the effect of glucemic index and blood sugar?
Polyols are sweeteners that taste very similar to sugar, without having an unpleasant aftertaste like many other sweeteners. They are also found in nature, for example in trees, plants, fruit and mushrooms. The best known types are xylitol, maltitol, erythritol and isomalt.
Polyols are poorly absorbed by the small intestine. They therefore leave the body through the faeces. As a result, they provide much less energy for the body than, for example, sugar. This is of course beneficial when you are on a diet and still have a sweet tooth from time to time.
With Damhert products you do not need to count the polyols in the total carbohydrate intake you are allowed per day. We will clarify this with an example. Say your favourite biscuit contains 14 grams of carbohydrates, 10 grams of which are polyols. You only need to count 4 grams of carbohydrates instead of 14 grams for this biscuit.
What is the Keto diet?
Keto" stands for Ketogenic diet, an extreme form of the low-carb diet. In short, it means that you eat large amounts of fats, a modest amount of protein and very few carbohydrates. But it is certainly not a question of 'eat as you please'. Ideally, on the Keto diet about 70 to 80 percent of your daily calories should come from fats, about 10 to 20 percent from proteins and about 5 to 10 percent from carbohydrates.
- 165 grams of fat
- 75 grams of protein
- 20 to 30 grams of carbohydrates (with a maximum of 50g)
Our Keto products are mainly all oils, nuts, seeds and spices. Of course, we also have biscuits in our range that are completely Keto proof (less than 5 grams per serving) and among the meat substitutes you also have a nice selection of keto veggies (less than 6 grams per serving). You can recognise the Keto products by the Keto logo or the Low Carb claim.
Why is fibre so important?
Various beneficial effects are attributed to a high-fibre diet. For example, a high-fibre diet will stimulate the intestinal flora and thus produce a smoother bowel movement. There are also indications that fibre protects us against cancer and cardiovascular disease.
Fibre also has a beneficial effect on cholesterol levels and blood sugar metabolism. Because fibre has a high satiety value, it helps to combat obesity. In short, fibre is indispensable in a healthy diet.
What exactly is gluten?
Gluten is the name of a group of proteins in cereals, consisting of two types: Gliandin and glutenin. Gluten intolerance, by the way, refers to intolerance to the gliandin protein. People with intolerance have difficulty digesting these proteins.
A gluten intolerance is often also accompanied by a dairy intolerance. That is why Damhert has a wide range of gluten and lactose free products.
The Dutch Coeliakie Vereniging has been committed to people with celiac disease since the 1970s. In order to offer consumers a safe choice, the NCV has developed a standard for suppliers of gluten-free foods. As a certified supplier, we are allowed to use the crossed grain trademark, which allows us to prove to consumers that we are a reliable supplier of safe products for the whole of Europe. We obtain our Gluten-Free certificate every year.
What is the difference between lactose intolerance and cow's milk allergy?
There is a big difference between lactose free and cow's milk free. Lactose is a sugar found in cow's milk, the so-called milk sugar. Most lactose-free products are made with cow's milk, but during the preparation process the lactose is broken down by adding lactase. This means that the milk sugars are broken down, but not the milk proteins.
In the case of lactose intolerance, you are sensitive to the milk sugars in a product. In the case of a cow's milk allergy, the body reacts allergically to the proteins contained in cow's milk. Damhert has products in its range that are Lactose free and/or Milk free. On the front of the Damhert packaging it is indicated whether the product is Lactose free by our blue claim. Whether the products are milk-free or not is indicated at the back of the packaging.
What is vegan?
The "vegan" logo is appearing more and more in supermarkets, but what does it actually mean? Vegetarians consciously choose not to eat meat, fish or gelatine. Vegans go a little further: they don't consume any animal products.
When is a product organic?
Anyone who produces food in a natural way is not allowed to use the term 'organic' just like that. Since 1 July 2010, this term has been legally protected. If you want to market your food as 'organic', you must strictly comply with all the legal provisions and you must register for an obligatory inspection. Our inspection at Damhert is carried out annually by Quality Partner, who are recognised by the competent authorities for the certification of operators active in organic production. This allows us to use the European BIO label and we have a BIO certificate.