Frequently Asked Questions
All UK orders are shipped via Royal Mail Special Delivery Guaranteed, a next day service, for £3.90. Orders over £75 qualify for free UK shipping. For same day dispatch, orders must be placed before 1 PM. Orders placed after this time will be dispatched the following day, which is why 1-2 business days is stated at checkout.
Yes, via Royal Mail International Tracked & Signed, except for the following countries which are via Tracked only and do not require a signature on delivery: Australia, Estonia, Norway and Israel.
We will ship to any country where the product ordered is legal. Countries we regularly ship to include Australia, Belgium, Bulgaria, Czech Republic, Denmark, France, Germany, Ireland, Israel, Italy, Norway, Portugal and Sweden. If the country you wish to have your order shipped to is not on this list, this does not mean we cannot ship there, it only means we have not shipped there yet. In this case, please email firstname.lastname@example.org for assistance.
Depending on the destination country and varying regulations around CBD, orders may take anything from a few days to a few weeks to arrive. Please note, if you place your order before 1 PM (Mon-Fri) we will dispatch the order on the same day. If your tracking shows a customs delay, please contact your local customs directly. Please refer to our terms of service for further information.
We cannot guarantee that all packages will be cleared by customs so please check the destination country’s regulations before ordering. We are happy to provide additional product information to customs upon request to help with the process, however, you will be responsible for paying any customs fees, duties and taxes incurred by the destination country. Please refer to our terms of service for further information.
Payments made on our website are processed through our payment gateway, Apcopay, which accepts Visa and MasterCard. If you experience any difficulty making payment online, you can either choose to pay via ‘Bank Deposit’ which can be selected at checkout, or you can pay over the phone. Please note that we do not store any card details for security purposes, and ‘Bank Deposit’ requires paying via manual bank transfer.
Yes, however the payment gateway on our website is unfortunately unable to process payments from cards registered in and/or payments being made from the following list of countries: Australia, Brazil, Canada, China, France, Germany, New Zealand, Russia, Slovakia, Japan, Norway and the USA. If you are trying to pay from one of these countries, you will only be able to pay via ‘Bank Deposit’. Please note that we do not store any card details for security purposes, and ‘Bank Deposit’ requires paying via manual bank transfer.
Yes, but only for UK customers using a UK card. You can place your order over the phone by calling +44 (0) 20 8354 9179 (Customer Care: Monday - Friday, 10am - 6pm GMT). If possible, please create and activate your customer account and save your shipping address before calling.
Returns & Refunds
As per our returns procedure and refund policy, we can only refund unwanted items if they are unopened and in their original packaging, but will not be able to refund any postage costs. Please note, we can only refund full-priced items. Sale items are non-refundable.
To return or exchange an item because it is incorrect, damaged or faulty, please send the item back to us via Royal Mail registered post, with the completed returns form enclosed. You will also need to send an email to customer care via email@example.com, attaching a photo of the item, along with proof of return (postage receipt/tracking details), so that we may promptly process your return or exchange. For incorrect or damaged items that need to be returned, we will reimburse postage costs by refunding the amount shown on your postage receipt once the item has been received. Please note, goods damaged in transit must be reported within 72 hours.
Once your refund has been approved and processed, the funds will be in your account within 3-5 working days. Please note, we can only refund you via the original payment method.
We can not be held liable for products seized by authorities outside of the UK, thus will not offer refunds in this case as international orders are to be made at your discretion. If your order is successfully returned to us by Royal Mail as it did not clear customs, we will promptly refund you for the goods purchased, however we are unable to refund the shipping cost.