How can we help?
Shipping
Are there shipping fees?
Free shipping within the Netherlands on orders over €60. Below that, and for other countries, a shipping fee applies that depends on the destination and the weight of your order; the exact amount is always shown at checkout before you pay. Our Shipping policy lists the current rates.
When will my products be delivered?
Order before 12:00. Orders are shipped on Mondays, Wednesdays and Fridays via our partner DHL (subject to DHL's schedule). We ship to the Netherlands, Belgium, Germany, France and Luxembourg.
What times will deliveries be made?
Our groceries are delivered by our partner DHL to the Netherlands (excluding the Wadden Islands and the Kaag), Belgium, Germany, France and Luxembourg. Orders placed before 12:00 are shipped on Mondays, Wednesdays and Fridays. You will receive a track and trace code once your order is registered in the delivery system.
What happens when I am not home?
DHL will try again, or leave your parcel at a DHL ServicePoint for you to collect within the period DHL states.
If a parcel comes back to us because it was not collected in time, was refused, or the delivery address was wrong, we deduct the carrier’s actual return cost from your refund. If you would like the order sent again, new shipping charges apply. If it came back because of our mistake or the carrier’s, you pay nothing.
Orders
Where is my order?
You get a track and trace code by email as soon as your order is registered with DHL. Orders placed before 12:00 are shipped on Mondays, Wednesdays and Fridays.
I did not get an order confirmation.
It is sent straight after ordering, so check your spam folder first — that is usually where it is. If it is not there, let us know; normally there was a typo in the email address.
Can I change my delivery address?
You can change your address a day before the delivery. Unfortunately, an address change cannot be made on the day itself anymore.
Can I still change my order?
If it has not been dispatched yet, contact us and we will change or cancel it. Once it is with DHL we can no longer change it.
Can I cancel an order?
Before your order is dispatched, contact us and we will cancel it and refund the full amount.
After dispatch you can still cancel within 14 days of receiving the order. Send the products back within 14 days, at your own cost. Some products cannot be returned — see Returns & refunds, or cancel your order here.
Can I collect my order in a store?
No. Webshop orders are shipped from our warehouse and cannot be collected. Our stores carry their own range — see Our stores.
What if my order is not complete?
If there are products missing or damaged, contact our customer service as soon as possible. We will look for fitting ways to solve the problem. Please state your name and order number, we will assist you as soon as possible.
What if something is wrong with my products?
Contact our customer care as soon as possible with your order number and a photo — ideally within 48 hours so we can trace the batch. Depending on the problem we will send a replacement, refund you, or agree another solution with you.
Payment
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Which payment methods can I use?
iDEAL and Wero, Bancontact, MobilePay, Klarna, Visa, Mastercard, Maestro, Apple Pay, Google Pay and Shop Pay. All prices include VAT.
Can I pay later?
Yes, with Klarna at checkout. Klarna decides whether to accept it and applies its own terms.
My payment did not go through. What now?
If a payment does not complete, the order is not placed and nothing reaches us. Your bank may show a reservation for a short while; it releases by itself. Simply order again, or contact us if an amount stays reserved.
Can I order by phone or email?
No — orders are placed on the website only.
Returns
Can I return my products?
You can cancel your order within 14 days of receiving it, without giving a reason.
These products cannot be cancelled:
• Food, drink and alcohol that has been opened or unsealed
• Beauty and personal care products that have been opened or unsealed
• Fresh and frozen products, and anything else that spoils quickly
Return shipping is at your own cost. See Returns & refunds for the full conditions, or cancel your order here.
How do I send my order back?
Send it to Shilla Market, Legmeerdijk 169D, 1432 KA Aalsmeer, Netherlands within 14 days of telling us. Return shipping is at your own cost, so keep your proof of postage — you need it if a parcel goes missing.
Can I choose where the refund goes?
No. We refund to the payment method you paid with.
Products
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How long will the product keep?
The best-before date is shown on the product page, so you can see it before you order.
What are the ingredients?
They are listed on the product page. Packaging can change, so please check the pack itself as well.
Does this product contain an allergen?
Allergen information is shown on the product page. Recipes and packaging can change, so always check the pack before you eat it.
When will a sold-out product be back?
Leave your email address on the product page and we will let you know as soon as it is back in stock.
How does a gift card work?
You receive the code by email after your purchase and can use it at checkout. See Gift card.
Other
I cannot find what I need.
If the product is not available on our website, the product is not in stock anymore. Contact our customer service for actual stock and/or back-in-stock dates.
What is the best way to reach you?
It is fastest to contact our customer service through our website. If you leave a message, we will contact you as soon as possible.
