Shipping and Returns Policy
All of our orders are processed and dispatched from our warehouse and fulfillment center in Leicester UK.
We aim to get all orders placed before 12pm dispatched the same day (Monday-Friday), however this is not always possible.
Orders made during the weekend or after 5pm on a Friday may be shipped the following Monday. Orders made on holidays may be delayed.
Please note that the delivery duration is calculated from the point of dispatch, rather than when the order was placed.
Only the available shipping options for your order will be shown at the checkout. You can select the cheapest, or your desired method from there.
The shipping cost will be multiplied accordingly for orders that require more than one service.
Please note, we cannot take responsibility for parcels that go missing under the Royal Mail Standard (untracked) service. No replacements or refunds will be provided in these cases.
Our orders are fulfilled using a variety of 3rd party couriers, depending on size, weight and destination. Unfortunately, on very rare occasions, the parcels can be subject to delays, damage or loss. Please get in touch with us as soon as possible regarding delivery issues, as we will not be notified until the situation is brought to our attention.
We aim to deliver all of our orders within the estimated delivery duration. If for any reason we cannot deliver your orders within the specified time, we will inform you right away. Our delivery partners include Royal Mail, Hermes, Yodel, DPD, DHL, UPS and UK Mail.
In the unlikely event that you have not received the parcel, we would kindly ask you to wait 7 days from the estimated delivery date before contacting us. Courier services can occasionally experience some unexpected delays, which unfortunately we do not have any control over. Especially during uncertain times such as the Covid-19 crisis.
The delivery duration applies only after the payment has been made, as opposed to when the order was placed or created.
INTERNATIONAL SHIPPING CHARGES:
Europe - £8.95 - £26.95 +vat (4-6 days)
Rest of the World (ROW) - £9.75 - £45.95 +vat (6-8 days)
Europe includes every recognised European country listed in our delivery terms and conditions below under 'Delivery Destinations', and ROW includes almost every country outside of this zone. Please note that international shipping duration is an estimate only, and it may vary from country to country. On some occasions, it may take longer than the estimated delivery time.
Please note that you will be responsible for All Taxes and Customs related costs in the destination country.
We highly advise you to check the destination country's law relating to importing CBD products, such as import taxes, duties and compliance, before placing orders. Some products may require special licenses or permits to import and we won't be responsible for products rejected or confiscated by your local customs.
For legal reasons beyond our control, we do currently ONLY ship to the following countries:
United States, Argentina, Austria, Belgium, Belize, Brazil, Bulgaria, Botswana, Burkina Faso, Burundi, Canada, Cameroon, Cape Verde, Central African Republic, Chad, Chile, Comoros, Congo, Colombia, Costa Rica, Cote d'Ivoire, Croatia, Cyprus, Czech Republic, Denmark, England, Estonia, Finland, France, Gabon, Gambia, Georgia, Germany, Greece, Ghana, Guatemala, Guinea-Bissau, Haiti, Hungary, Iceland, India, Ireland, Jamaica, Kenya, Latvia, Lithuania, Luxembourg, Malta, Mozambique, Namibia, Netherlands, Nicaragua, Niger, Nigeria, Norway, Paraguay, Panama, Peru, Poland, Portugal, Romania, Russia, Rwanda, Scotland, Senegal, Seychelles, Slovak Republic, Slovenia, South Africa, Sweden, Switzerland, Tanzania, Uganda, United Kingdom, Uruguay, Wales.
We are constantly monitoring the international legal status of different countries for CBD products and we are eager to add more countries to the list in the future. If you think your country is not included on the list above but should be please contact us.
Please note that CBD flowers cannot be dispatched internationally.
If you purchase any CBD flower products and a select few CBD shisha products along with other items from the store, the CBD flowers and shisha products may be shipped separately to the rest of your order. This is due to logistical reasons. We apologise if this may cause any inconvenience.
To be eligible for a return, your item must be new, unused and in the original packaging. To complete you return, we need proof of purchase or email receipt.
As most of the products we list are food products and legally classed as perishable products, you won't usually be able to return the items. However, if you have received items that were damaged in transit, please get in contact with us as soon as possible. We will advise you of the next steps. The goods may be eligible for replacement or refund.
Errors and shortages must be notified within 2 days of receipt.
In the event that you have received a faulty item (any non perishable item), you must notify us within 30 days of the goods being received. If you inform us of the faults after the 30 day period, then we are unable to accept returns.
Prior to contacting us regarding a faulty or damaged product, please send us as much information regarding the order and condition of the product as soon as possible, including pictures where applicable. This will help us to get the situation resolved as quickly as possible.
In the case that you change your mind and wish to return the item, please inform us within 30 days of the goods being received. In this instance, we can only accept returns if the items are in brand new and unused condition. You will be liable for returns costs.
If the returned product is not in the condition in which it was posted, then we reserve the right to refuse the return, or to issue a partial refund after assessing the items for damages.
Please note that warranty does not apply to CBD and clearance product and unfortunately sale items are not eligible for refund or exchange.
Damaged and faulty items must be returned to us for inspection. Return labels will be provided for faulty products. However we are unable to cover return costs for accidental orders or customers having changed their mind.
All returns will be addressed to our anonymous address, so you must contact us before you send the items back to us.
For all returns, we will send you a "Return Form". Your must fill in the return form and send it with the item returned. If we receive any product without a return form then this will result in a delay in processing your return. Please make sure you include the return number provided on the return form. The return number is the same as your order number.
You will be responsible for any damages caused to the items in return transit as a result of inappropriate packaging.
We will do our utmost to be fair in all instances, and to help you resolve any problems that our customers may experience. Our main goal above anything else is complete end customer satisfaction.
Please note: We do not allow customers to return the products prior to delivery. They will be unable to return the goods back to the driver/courier upon arrival, as this may lead to a lengthy returns process, and there is no guarantee that the returned goods will reach us. If you change your mind regarding the product, please wait until the order has been received and use the returns process as described above.
For any queries regarding delivery, returns or tracking, please contact our support team at email@example.com or chat with us live here.