Shipping, Payments, Returns & Refunds

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

Shipping

Are there any changes to shipping due to Covid?

Domestic orders are sent via Royal Mail Special Delivery Guaranteed by 1 PM and Tracked 48 services. Royal Mail has advised that their guarantee for Special Delivery will change to 'by 4 PM' the next working day, and no signature is required upon delivery for either service.


International orders may experience delays due to global disruptions in shipping services and strict lockdowns in certain regions. Recent flooding in several countries may also significantly increase delivery time. Click here to read Royal Mail's International Incident Bulletin for country-specific updates.


To read our COVID-19 lockdown update click here

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 Saturday. 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?

Orders shipped via Royal Mail Special Delivery Guaranteed will take 1-2 business days to arrive, and orders sent via Royal Mail Tracked 48 will take 2-3 business days to arrive. Both services have deliveries from Monday through Saturday. For same day dispatch, orders must be placed before 1 PM. Orders placed after this time will be dispatched the following business day. 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 the destination country. Since the UK left the EU on 1st January, all 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, international orders may experience delays due to global disruptions in shipping services and strict lockdowns in certain regions. Click here to read Royal Mail's International Incident Bulletin for country-specific updates.

Do you ship internationally?

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, neither the '510 Thread (USB) Vape Battery' or 'Vape Battery Kit (510 Thread, USB Charger)' are 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, Guernsey, Ireland, Isle of Man, Israel, Italy, Jersey, 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 may not have 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 Standard (excluding Guernsey, Jersey & Isle of Man) - Tracked 48 (2-3 business days - Order by 1 PM) FREE

Domestic Express (including Guernsey, Jersey & Isle of Man) - Special Delivery Guaranteed (1-2 business days - Order by 1 PM) £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


Please note, while Guernsey, Jersey & the Isle of Man qualify for domestic shipping rates, they are subject to our international order refund policy, as orders to these destinations pass through customs outside the UK.

How long will my international order take to arrive?

International order transit times vary depending on the destination country and varying regulations around CBD - this could be anything from a few days to a few weeks. f you place your order before 1 PM (Mon-Fri) we will dispatch the order the same day. If your tracking shows a customs clearance delay, please contact your local customs directly. Please refer to the international orders section of our refund policy for further information. 


Since the UK left the EU on 1st January, all 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, international orders may experience delays due to global disruptions in shipping services and strict lockdowns in certain regions. Recent flooding in several countries may also significantly increase delivery time. Click here to read Royal Mail's International Incident Bulletin for country-specific updates.

My international order is stuck in customs. What can I do?

We cannot guarantee that customs will clear all packages, so please check the country's regulations on the product before ordering it. We are happy to provide additional product information and certificates of analysis for you to present to customs to help with the process. Customs fees, duties and taxes of the destination country are the responsibility of the customer. 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, and payments via Apple Pay when using an Apple device and Safari browser. We also accept several cryptocurrencies with Coinbase Commerce. Should you experience any difficulty making payment online, you can select 'Bank Deposit' at checkout. Following this, if you are a UK or EU customer you can make payment over the phone (see list of countries in the following FAQ), and if not, you can make payment via manual bank transfer. For security reasons, we do not store card details.

Do you accept international payments?

Yes, however, our website can only 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 the 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.

Do you take payments over the phone?

Yes, however, we can only process phone 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 the 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.


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.

Do you charge VAT to international customers?

No. We do not charge VAT to international customers. All prices listed do not include VAT. You will still be liable to pay any customs fees, duties and taxes of the destination country.

Returns & Refunds

Can I return an unwanted item?

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.

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. 


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 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.

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 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.