Frequently asked questions
Delivery, payment, storing our products: answers to the questions we are asked most often.
When will my order be shipped?
Orders placed before 12 noon are prepared and shipped within 24 to 48 working hours from our warehouse in Mariembourg (Belgium).
How long does delivery take?
Allow 5 working days in Belgium and 7 working days for other countries. We ship with Bpost (Belgian Post) and UPS. You receive a tracking link as soon as your parcel leaves.
Is delivery free?
Yes, delivery is free from €60 for most destinations. The exact shipping cost for your country is shown in the cart, before payment.
Which payment methods do you accept?
Visa, Mastercard and American Express cards, as well as other secure payment methods offered at checkout.
Can I return a product?
You have 15 days after receipt to report a problem. All conditions are detailed on our page Deliveries and returns policy.
How should I store vanilla?
Keep the pods in their tube or pouch, away from light, air and heat. Do not put them in the fridge: they would dry out. After use, a rinsed and dried pod can flavour a jar of sugar.
My honey has crystallised, is that normal?
Yes. Crystallisation is a natural process of raw honey that affects neither its taste nor its quality. To make it liquid again, place the jar in a warm water bath (below 40 °C) and stir gently.
Do you sell to professionals?
Yes. Restaurants, hotels, pastry chefs and delicatessens enjoy suitable formats and prices in our Pro Area.
Where can I find your products in shops?
Find the list of our retailers on the page Our points of sale.
How can I contact you?
By email at contact@ilanga-nature.com, by phone on +32 60 45 64 38, or through our contact form.