Frequently asked questions

How do I buy a product ?

From the product page, choose the product and size you need. Then add the item to your shopping cart.

If your preferred combination of product and size is unavailable, please contact us with details of your order & we’ll assist

Once you have everything you want in your shopping cart, click ‘Check out’. There are three simple steps to purchasing:

Register. Either login or create a new account.

Discount code. If you have a coupon, please, enter your code.

Checkout. Insert address information, accept the Terms of Sale, select gift and shipping options, and verify your order details.

Payment. Select the payment method and submit your order.

Once payment has been authorized, we will send you an email confirming that we have received the order and are processing it.

As soon as your order is on its way, we will email you again with details of your order, an electronic invoice and a link to track your delivery.

Can I order by phone?

Of course.
For orders to be delivered in Europe, please call our Customer Service team any time between 09:00 and 17:00 CET from Monday to Friday (except national Dutch holidays). Call +31 40 251 29 29 International.

How do I store Caviar?

Improper storage of the roe can not only increases the risk of food-borne illness, but it can also damage the caviar, and ruin the overall flavor and experience. The temperatures are between 0° and -4°C, including storage and transportation. Check the “Quality & Duration of storage” in this FAQ section to get more details. Alternatively contact our Customer Service, we’re happy to inform you.

Quality & Duration of Storage

Caviar should be consumed on the same day that the tin is opened. Whenever possible the caviar should be kept cold over crushed ice. If the caviar cannot be consumed in the first day, flatten the caviar in the tin and cover with a sheet of plastic wrap. Gently press the plastic wrap down over the caviar to remove air pockets and store in the refrigerator surrounded by crushed ice.

Unopened containers of fresh caviar should also be stored in the refrigerator with crushed ice. Stored in this manner, the caviar should last two to three weeks.

Avoid freezing caviar because it may alter the taste and texture of the roe. If caviar has been frozen, very slowly return it to a thawed state by keeping it in the refrigerator over ice for a day or two.

Freezing as well as frozen storage of caviar is not permitted unless the deterioration of quality is avoided.

How do I become an ANNA Dutch Caviar Club Member?

It’s easy, join now online!

How do I receive my ANNA Dutch Caviar Club Card?

Once you’ve ordered your membership online, you can use your benefits straight away. We will send you an email confirmation with your membership number and virtual membership card.

If you’re opted in for auto renewal, we will automatically send you a virtual membership card at your next renewal date unless you have canceled membership at least 5 days prior to your current expiration date.

How to use your virtual card?

Step 1 – Download your card from your confirmation email

Step 2 – Store your membership number

Step 3 – Apply your membership number to your order to enjoy all your great benefits. You enter your membership number as a discount code.

If you have any problems using your virtual card please, contact the ANNA Dutch Customer Service.

Updating your details

You can edit or update your details by going to the ‘Manage my account’ section on the ANNA Dutch website.

How do I reset my password?

If you have requested a password reset email and have not yet received this please check your spam box. You may need to add ADClub@annadutch.nl to your email safe senders list.

If your password reset email is not in your spam box, please contact our Customer Service Team.

How do I cancel my ANNA Dutch Club membership?

There is a 14 day cooling off period from the date of purchase where you will be able to cancel your membership. If you wish to cancel your card and get a full refund go to the ‘Manage my account’ section on the ANNA Dutch website. If you are unable to access the website you can email or call our Customer Service Team.

ANNA Dutch membership is an on-going subscription and will be renewed automatically on the day following the last day of your membership year (a membership year is 12 months from the date you received your ANNA Dutch membership ID number).We will send you an email notification 40 days prior to expiry of your membership. You will be able to opt out of your upcoming auto renewal online by going to the ‘Manage my account’ section of the ANNA Dutch website at least 5 days prior to the renewal of your membership.

Upon your auto renewal you will also have a 14 day cooling off period where you will be able to cancel your membership and have a full refund by going to the ‘Manage my account’ section on the ANNA Dutch website. If you are unable to access the website you can email or call our Customer Service Team.

After the 14 days cooling off period from the date of initial purchase or from the date of auto renewal, you will not be able to claim a full or partial refund of your membership, except as outlined in the Membership Terms and Conditions.

Invoice / Receipt

Your welcome email contains a receipt / confirmation of payment. No VAT is charged on ANNA Dutch memberships.

If you’ve lost your welcome email, you can contact our Customer Service Team and request for it to be resent.

Emails for ANNA Dutch Club

Occasionally we may need to contact you by email for administrative or operational reasons, for example in order to allow you to reset your password or to send you confirmation or advance notice of your payments.

Please be aware that these communications are not made for marketing purposes and as such, you will continue to receive them even if you choose to not receive marketing communications.

Want to contact our Customer Service Team?

If you have another question regarding ANNA Dutch Club or any other subject, you can contact our Customer Service Team. Contact numbers and opening times can be found on our contact page.


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