Frequently asked questions - FAQ

Here you will find the most frequently asked questions. If you cannot find the answer below, please contact us.

General questions

What should I do if I have forgotten my username?

Your username is the e-mail address you used to create your account with.

What should I do if I have forgotten my password?

In the login screen there is a link "Forgot your password?". When you click on this and then enter your username and send it, you will receive a new (temporary) password by e-mail.

What can I use my customer account for?

You can use your customer account to pre-fill address details during checkout. You can not see your order history in your customer account. Please use our chat bot or send an e-mail to getyour order history.

When are you closed?

Kraatje is open from monday till friday. Our opening hours are; Monday - Thursday: 8.00 - 16.00, Friday: 8.00 - 12.00.

We are closed on national Dutch Holidays. No orders are shipped during official Dutch holidays. You can still order of course.  

We are closed on these official Dutch Holidays:

  • New Years - 1st of Janruary

  • Good Friday - Friday before Easer

  • Easter Monday

  • Kings Day - 27th of April

  • Acension Day (Hemelvaartsdag) - 40 days after Easter

  • Pentecost (Pinksteren) - 50 days after Easter

  • Christmas - 25th & 26th of december

Product properties

What is Kratom

Kratom (Mitragyna speciosa) is a tropical tree from Southeast Asia. Traditional users in Asia chewed the leaves to improve mood and for medicinal purposes. Nowadays the leaves are dried and ground into fine kratom powder.

In which European countries is kratom legal of illegal?

The European Kratom Alliance has a European kratom legal overview available on their website.

Why is Trustpilot removing my legitimate kratom reviews?

Trustpilot censoring reviews about kratom. Kratom is covered by their "bad fit" policy. Once you are "Bad-fit" they can delete all customer reviews. However, according to their own policy, they will never remove real reviews from real consumers.

What types of kratom are there?

There are three types of kratom categories: red, white and green. The type is determined by the color of the leaf, the vein of the leaf and the fermentation process. Each factor can have an influence on the color of the powder and the character of the alkaloid profile in the powder

Can I get free kratom samples?

With large orders we occasionally want to give away a free sample. You can request samples, but you are not entitled to samples under any circumstances.

Is the kratom being tested?

Our Kratom is sterilized by a certified company and contains no contaminants. Our kratom gets tested by our Indonesian suppliers before it reaches us. View our lab-tests here

What are the kratom capsules made of?

Our kratom capsules are made from HPMC (Hydroxypropyl, EU number E464). HPMC is made from vegetable cellulose and contains no animal fats (such as gelatin capsules). The capsules have a so-called 'certificate of analysis' showing that the capsules meet the required specifications. Halal and Kosher certified.

How much does a kratom capsule weigh?

A kratom capsule weighs about 0.4 grams. Each capsules approximately has 0.35-0.38g of Kratom inside. However, this can differ from strain to strain. Some strains are more compact, whilst some are more puffy, causing variability in the amount of kratom in each capsule

Why aren't all products available?

Some of our products are no longer available, because they are no longer available in the desired quality. We had to cancell other products due to legislative changes.

Shipment

Can I have my order delivered to a different address?

Yes. A different delivery address can be specified when ordering. If you want to change an address after you placed an order, please send us an e-mail an hour before closing time, to make sure we can still edit the address before it is shipped.

Can I return my package?

You have the right to cancel your order up to 14 days after receipt without giving a reason, provided the seal has not been broken. If the seal is broken, your order will be definitive and can no longer be returned. If you use your right of withdrawal, you have another 14 days after your cancellation to return your product. You will then be credited with the full order amount including shipping. Visit our Shipping page for more information

Can my order be sent discretely?

Orders are always sent discretely without company name and logo.

Can I track my package online?

Yes. After ordering you will receive an email with a link to a tracking code. You can also follow your order on our website.

Do you ship to the UK after Brexit

Currently shipping to the UK is possible. Please do not order more then 2 kg, you could get import charges. It is cheaper to split your orders. Fill in you first name and last name correctly (no first name or only one initial can delay orders).All export document are handled by us. 95% of the orders are delivered on time, but it is not a guarantee. Since UK is now out of the EU we and DHL cannot control customs delays.

Order

How old do you have to be to order kratom?

For buying kratom, an age limit of 18 years or older is used.

Do I get a discount if I order kratom more often?

After ordering over 50 euros you will receive a 5% discount on your next order if you order again within 8 weeks.


Cacancel my order?

Yes. You can cancel your order. Please contact our customer service for this. If you  cancel before it is shipped and you have already paid, we will of course return your payment.

What to do if my voucher code doesn't work?

If your voucher code doesn't work, please email us. We will answer your email within one working day. Our service window is 8am and 4pm (CET) on weekdays.

How do you choose a pick-up point?

You can select a collection point in the checkout as follows:
  • Enter your zip code.
  • The available shipping methods are displayed.
  • When the method "UPS to parcelshop" is available, please select this method.
  • A map will be displayed showing available stores in your zip code area.
  • Select the store of your choice and proceed to the checkout.

Why is my UK postal code not being accepted?

Please input UK postal codes in the correct format. Put a space in the correct place in the postal code. Example: Works: 3605 GV - Does not Work: 3605GV

Pay

Which payment methods are accepted?

We accept various cards, online payment methods (eg iDEAL) and manual payments. These are available during the completion of the order.
These are our availabel payment methods:
  • iDeal/Wero
  • Instant bank transfers - Eassiest way to pay for non-Dutch Customers! Read on how our instant payment service works
  • Manual Bank transfers
  • National payment providers: Bancontact, N26, PayconIQ, MultiBanco, Przelewy24, Dankort, EPS Uberweisung
  • Crypto payments

Can I pay in a currency other than EUR?

Yes it is possible. You can pay in different crypto currencies and in Brittish Pounds.

Why have I not received confirmation of my payment?

You receive payment confirmation whenever we processed your payment. The time it takes before a payment is processed greatly depends on the payment method and the bank. Some payment methods are instant and payments should be confirmed in minutes. Non-instant payments are processeed periodically during business hours, every 2-3 hours. If we received your payment during that time, it will get procesed and you will receive a confirmation. The time it takes before we receive a non-instant payment depends on the bank.

Processing for different payment methodse explained:

  • IDeal: Payments with Ideal are always instant, confirmation within minutes.
  • Instant Payments: Only instant if the bank support TIPS and order number is present in the refrence. Confirmation can take longer if this is not the case, usually a couple of hours
  • Manual Bank transfers: Manual bank transfers are processed periodically, and only during business hours. In most cases, same-day confirmation and shipment, but sometimes depending on the bank it can take longer than 24-hours
  • Crypto payments: Instant processing if all information in payment is correct
  • National payment providers: Mostly instant, but some payment methods can take longer.

What can cause payment processing delays

Sometimes payment processing gets delayed and this often because of three reasons:

  1. Wrong or missing ordernumber: With some payment methods we ask you to add your ordernumber as refrence. If the ordernumber is missing or the wrong ordernumber is ued, the payment needs manual processing. This can take longer
  2. Amount discrepancy: The ammount of the order does not match the paid amount. Such payments need manual processing as well
  3. Bank has technical issues: Sometimes the bank has technical issues or maintenance that slows down when the bank sends the amount to our account