Domestic orders are sent via Royal Mail Special Delivery Guaranteed by 1PM. Royal Mail has advised that their guaranteed delivery for this service will change to 'by 4PM' the next working day with no signature required upon delivery.

International orders may experience minor delays. Click here to read Royal Mail's International Incident Bulletin for further information.

To read our COVID-19 lockdown update click here

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. 

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. 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.

Yes, via Royal Mail International Tracked & Signed. To the following countries we send via Tracked only, which do not require a signature on delivery: Australia, Estonia, Norway and Israel. 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.

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.

Payments made on our website are processed through our payment gateway, QuickPay, which accepts Visa and MasterCard, and payments via Apple Pay when using an Apple device and Safari browser. We can also accept several cryptocurrencies with Coinbase Commerce. Should you experience any difficulty in making your 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. For security reasons, we do not store card details.

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 attempting 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.

Yes, but only for UK customers using a UK card. Orders may be placed 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 to save your shipping address before calling.

No. We do not charge VAT to international customers, and since 1st July, we have stopped charging VAT to all EU customers. Once you get to the ‘shipping’ section at checkout, the cart will update the price based on your shipping country, removing the 20% UK VAT charge. You will still be liable to pay any customs fees, duties and taxes of the destination country.

Yes, but we can only refund unwanted items if they are unopened, in their original packaging and condition. To process a return, please click here to submit your return request. Please note that for unwanted items and items no longer required, there is a returns fee of £3.90, which will be deducted from your refund.

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. 

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)

Once your item has been returned and inspected, we will notify you of its receipt and of the decision to approve or reject the refund request.

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 appear in your account.

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 in the event it did not clear customs, we will promptly refund you for the goods purchased, however we are unable to refund the shipping cost.