Frequently Asked Questions
Please Check our FAQS before contacting us.
Most of the time the answer you need can be found here!
Do not worry. Some payments are processed manually and this takes some time but ASAP.
Several hours maximum over during evenings but normally well under 30 minutes Monday to Friday 9am-5am.
Yes. If we have not already processed your order you can navigate to your account and cancel your order yourself (red X).
Alternatively you can email us to cancel/fail it but the first option is a better & faster.
Could be several reasons such as incorrect card details, name, address, insufficient funds etc.
Please contact us for more details.
Yes the price for shipping automatically calculates the price for shipping based on shipping Address.
All orders receive email updates failed or not. If you have not yet received an email then please check your junk or spam mailbox as some emails are directed there. Please move these to your inbox to avoide it happening again. You may also log in to your account and see the status of your order at any time via our site. Double check you used a correct email address to begin with also.
All our products are shipped from the EU ( NOT NL ).
International orders will take a little longer, but to mainland Europe the average shipping time is between 5 & 15 business days and the rest of the world between 10 & 28 business days.
No you will not get any refund, we offer a 50% reship on missing Tracked orders to certain destinations. Pretty much you must order at your own risk.
Yes as long as the website is a trusted, reputable EU vendor. Email us.
No, we will decide when we offer discounts and normally you will be notified by email or our blog so be sure to make a account to take advantage of all discounts and offers. Check our Blog for deals on now!
We use Correos in Spain and PostNL in the Netherlands. It can take up to 20 business days for some orders to arrive and the tracking to work (if paid for). After 56 business days if you have not received your order contact us with your order number etc.
Currently no, however you can keep checking our site.
No sorry, due to the nature of the business all shipments are final, you have from the time of purchase to the time of dispatch to cancel an order yourself via your account or email us [email protected] or contact form.
We not not except returns. no exceptions!
All orders are package very very discreetly and not like our websites graphics. We have developed are great way to ship order after 2 years practice . Large orders like Crystal or pellets are heat sealed in foils, boxed if pellets & shipped in padded envelopes.
Blotter only orders shipped in envelopes. There is no mention of our products names or our website on the outside of the packages.
IMPORTANT: We use/add a return address but we do not send a invoice with your order(s).
If your tracked order does not arrive, in certain cases we will reship it free of charge after 56 days from shipping date (Some tracked orders only).
Please note we will only allow 1 free reship per customer and its your responsibly to check legalities, if the package has been taken by customs because its not legal in your country or your package was not a recorded tracked package then you will NOT qualify for any free reship.
No we do not chase orders until the 56 business days has passed. We do not call the postal Services.
If you paid for tracking, yes you will be sent a tracking number
We offer Tracked mail on all orders over 500€. Please note its the products over €500 before shipping added.
THE ABOVE PRICES COVER SHIPPING, PACKAGING & HANDLING. EACH ORDER HEAT SEALED IN FOIL PACKAGING..