FAQ
Frequently Asked Questions
Orders & Payments
I have not received a confirmation email
If you have not received a confirmation email, this is usually because some bank transfers must first be manually checked and linked to the correct order. This process may take several hours.
Please also check your spam or junk folder, as confirmation emails may sometimes end up there.
If you still have not received a confirmation after several hours, we kindly ask you to send us a screenshot of the bank transaction together with your order number or last name via WhatsApp or email. We can then manually verify and confirm your order.
When will my order be shipped?
Orders are generally processed and shipped within 48 hours.
Orders placed between Friday evening and Monday morning are usually shipped on Monday afternoon, as postal services do not collect packages during the weekend. This may slightly delay when you receive your tracking information.
This normally does not affect the final delivery time.
Can I cancel or modify my order?
Once an order has already been processed or shipped, it is usually no longer possible to cancel or modify it.
If you would like to make changes, please contact us as soon as possible after placing the order.
Shipping & Delivery
How long does shipping take?
All orders are shipped with tracking information sent to the provided email address.
Estimated delivery times:
- Netherlands: approximately 1 to 2 business days
- Belgium: approximately 2 to 3 business days
- Other European countries: approximately 4 to 6 business days
If you have not received your tracking information, please first check your spam or junk folder.
Do you ship internationally?
Yes, we ship to multiple countries within Europe.
Delivery times outside the Netherlands and Belgium are usually between 4 and 6 business days, depending on the destination country and local postal processing.
What happens if my package is delayed?
International shipments may occasionally experience delays at sorting centers or local postal services.
If a package has not received updates for an extended period, we can initiate an investigation with the carrier. If a shipment is ultimately considered lost, we will work together to find a suitable solution.
Products & Storage
How can I verify that the product batch has been tested?
At RetaEU, product transparency and batch quality control are considered extremely important, especially for research peptides.
For this reason, every peptide vial and BAC water vial contains a lot number printed on the side of the label. This lot number usually consists of five digits and corresponds directly to the laboratory certificate and batch testing documentation.
The lot number matches the batch number shown on the laboratory analysis reports from Janoshik, where peptides are regularly tested by an independent third party laboratory.
If a Certificate of Analysis, also known as a COA, is available for a peptide, the same batch number shown on the vial can also be found on the COA. This allows verification that the product originates from the tested production batch.
Batch quality control is performed regularly to ensure products continue to meet the high quality standards required for research purposes.
How should peptides be stored?
Unopened peptides are best stored at room temperature and away from direct sunlight.
Once a peptide has been mixed or opened, it is recommended to store it in the refrigerator for optimal stability during research.
How long do peptides remain stable?
Unopened peptides generally remain stable for approximately 1 to 1.5 years when stored correctly.
After mixing, peptides should be refrigerated and are generally recommended to be used within approximately 4 to 7 weeks for research purposes.
How long does BAC water remain stable?
Unopened BAC water generally remains stable for approximately 1 to 1.5 years when stored correctly.
After opening, BAC water should be refrigerated and is generally recommended to be used within 28 days.
Do peptides always need to be refrigerated?
No.
Unopened peptides can generally be stored at room temperature as long as they are kept dry and protected from direct sunlight or extreme heat.
After opening or mixing, refrigeration is recommended.
Regulations & Research
Do you sell needles?
No, we do not sell needles.
Due to current laws and regulations, we are not permitted to offer or include needles.
Do you provide dosage guides or usage advice?
No.
Our products are sold strictly for research purposes only. In order to comply with applicable laws and regulations, we do not provide advice regarding dosages, usage schedules, or applications.
This is also clearly stated in our terms and conditions before placing an order.
Is BAC water included with my order?
No. BAC water is not automatically included with peptide orders and must generally be purchased separately.
If BAC water is required for your research, please make sure it is added to your cart before completing your order.
In some cases, larger or bulk orders may qualify for additional options or included items. For bulk purchases, we recommend contacting customer support through WhatsApp for more information.
General Questions
Can I place a bulk order?
Yes. For bulk purchases, we recommend contacting our customer support through WhatsApp.
This allows us to review your order volume and determine which advantages or options may apply to your purchase. Depending on the order size, certain bulk benefits, pricing arrangements, or custom options may be available.
What do customers say about RetaEU?
At RetaEU, customer satisfaction, product quality, and transparency are very important to us.
We currently maintain a 4.8 star rating on Trustpilot based on more than 150 customer reviews from across Europe.
These reviews reflect customer experiences with our service, shipping, communication, and product quality standards.
What is the best way to contact customer support?
For urgent questions or situations where a quick response is required, we recommend contacting us through WhatsApp support.
For general questions and order related inquiries, you can also contact us via email. We aim to respond to emails within several business days.
