Shipping, Payments, Returns & Refunds

We hope you have found the answer to your question. If not, our team are happy to help, simply email shop@hempbotanics.com or call us on +44 (0) 20 8354 9179. Customer Care: Monday - Friday, 10am - 6pm GMT

Shipping

Are there any changes to shipping due to COVID-19?

Do you offer store collection?

Yes, we offer store collection for local customers. Pickup is available from our Portobello Road shop 11 AM to 6 PM, Monday to Friday. Simply select the 'Pick Up' option at checkout and bring your order number or confirmation email with you when you come to collect.


To read our COVID-19 lockdown update click here. 

How long will my order take to arrive?

All UK orders are shipped via Royal Mail Special Delivery Guaranteed, a next day service. For same day dispatch, orders must be placed before 1 PM. Orders placed after this time will be dispatched the following business day, which is why 1-2 business days is stated at checkout. For example, if you place your order after 1 PM on Friday, it will be dispatched the following Monday.


International order transit times vary depending on destination country. Please note that since the UK officially left the EU 1st January, all international orders are now subject to customs clearance and checks, which for some EU countries may increase transit time by up to 21 days. In addition, there are still minor disruptions to shipping services across the globe due to Covid-19.

Do you ship internationally?

Yes, via Royal Mail International Tracked & Signed. The following countries are sent via Tracked only and do not require a signature on delivery: Australia, Estonia, Norway and Israel. The following countries are sent via Signed only and cannot be tracked: Guadeloupe and Martinique.

Although we ship internationally, our payment gateway does not accept all international cards - please refer to payments FAQs for further details.

Please note, our '510 Thread (USB) Vape Battery' is not eligible for international shipping.

Which countries do you ship to?

We will ship to any country where the product ordered is legal. Countries we regularly ship to include Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, France, Germany, Ireland, Israel, Italy, Martinique, Norway, Portugal, Spain 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 shop@hempbotanics.com to enquire about whether we can ship to your location.


Please note, although we ship internationally, our payment gateway does not accept all international cards - please see payments FAQs for further details.

How much does shipping cost?

All orders are shipped via the following Royal Mail services:

Domestic - Special Delivery Guaranteed (1-2 business days - Order by 1PM) £3.90

Europe - International Tracked & Signed £13

Europe (Estonia, Norway) - International Tracked £15

World Zone 1 (Canada) - International Tracked & Signed £17

World Zone 1 (Israel) - International Tracked £17

World Zone 2 (Austraila, New Zealand) - International Tracked £19

World Zone 3 (USA) - International Tracked & Signed £20

How long will my international order take to arrive?

International order transit times vary depending on destination country and varying regulations around CBD - this could be anything from a a few days to a few weeks. 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 clearance delay, please contact your local customs directly. Please refer to our terms of service for further information.


Please note, since the UK officially left the EU on 1st January, all international ordersare now subject to customs clearance and checks, which for some EU countries may increase transit time by up to 21 days. There are also still minor disruptions to shipping services across the globe due to Covid-19.

My international order is stuck in customs, what can I do?

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 refund policy for further information.

Payments

Which payment methods do you accept?

Payments made on our website are processed through our payment gateway, QuickPay, which accepts Visa and MasterCard. If you experience any difficulty making payment online, you can select 'Bank Deposit' at checkout. Following this, if you are a UK customer you can make payment over the phone, and if you are an international customer you can make payment via manual bank transfer. Please note that we do not store any card details for security reasons.

Do you accept international payments?

Yes, however the payment gateway on our website is only able to process payments from cards registered in and/or payments being made from the following list of countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Slovenia and United Kingdom. If you are trying to pay from a country that is not on this list, you will only be able to select ‘Bank Deposit’ at checkout which requires payment via manual bank transfer.

Do you take payments over the phone?

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

Can I return an unwanted item?

Yes, but we can only refund unwanted items if they are unopened and in their original packaging and condition. To process a return, please click here to submit your return request.


Please note, for unwanted items and items no longer required, there is a returns fee of £3.90, which will be deducted from your refund.

What should I do if I receive an incorrect, damaged or faulty item?

To return or exchange an item because it is incorrect, damaged or faulty, please click here to submit your return request. Once your request has been approved, you will receive a CollectPlus returns label. Simply download and print the label, secure it to your returns package, and drop it off at any of the 7500 local stores offering the CollectPlus service. 


Please note, goods damaged in transit must be reported within 72 hours.


For international customers wishing to return an incorrect, damaged or faulty item, please contact customer care directly via shop@hempbotanics.com or +44 (0) 20 8354 9179 (Customer Care: Monday - Friday, 10 AM - 6 PM GMT)

When will I receive my refund?

Once your return is received and inspected, we will promptly send you an email to notify you that we have received your return, and of the approval or rejection of your refund.


If your return is approved, your refund will be processed immediately, and a credit will be applied to the original method of payment. Please allow 3-5 working days for the funds to reflect in your account.

My international order has been seized by customs, can I get a refund?

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.