Question 1

How do I place an order?

Accepted Answer

Add the items you want to your cart, confirm that you are 21 or older, then check out with your delivery address and a payment method. You receive an order confirmation by email within a few minutes. If it does not arrive, check your spam folder before contacting support.

Question 2

Can I change or cancel my order after checkout?

Accepted Answer

We can usually change or cancel an order within the first hour, before it is picked in the warehouse, so email support with your order number as soon as you can. Once a tracking number has been created the contents can no longer be changed. You can still refuse the delivery or return the parcel unopened for a refund.

Question 3

Why did my age verification fail?

Accepted Answer

The usual reasons are a blurred photo, an expired document, or a name and date of birth that do not match the details on the order. Everyone who orders must be 21 or older, in every market we serve. You can upload a clearer image from your account, and nothing is dispatched until the check passes.

Question 4

Is there a minimum order value?

Accepted Answer

There is no minimum for retail orders. Shipping is free above the threshold shown for your region at checkout, and a flat fee applies below it. Wholesale accounts have their own minimums, which are listed on the wholesale page.

Question 5

Can I send an order to a different address?

Accepted Answer

Yes, you can enter a separate delivery address at checkout, and we never put prices or an invoice inside the parcel. The person who accepts the parcel must also be 21 or older and able to show ID to the courier. Age-restricted items cannot be sent to parcel lockers or anonymous pickup points.

Question 6

How discreet is your packaging?

Accepted Answer

Every parcel goes out plain, opaque and unbranded, with no product names, logos or cannabis imagery on the outside. The sender line shows a neutral company name, and the contents are sealed in odour-barrier bags. Nothing on the label says what is inside.

Question 7

How do I track my parcel?

Accepted Answer

You get a tracking link by email as soon as the carrier makes its first scan, usually on the evening of dispatch. The same link sits in your account under Orders. It can take up to 24 hours after that first scan before movement shows in the carrier system.

Question 8

How long will delivery take?

Accepted Answer

Delivery windows differ by country and are shown at checkout, from one to three working days in our nearest markets up to around ten days for long-distance destinations. Orders placed before 14:00 on a working day are picked the same day. Peak periods, customs and carrier backlogs can add a day or two.

Question 9

Who pays customs duties and import charges?

Accepted Answer

Inside a single customs territory there are no extra charges. For shipments that cross a customs border, the carrier may collect import duty and local tax on delivery, and that amount is the recipient's responsibility. We declare goods accurately and prepare the paperwork in advance so parcels are not held longer than necessary.

Question 10

What if my parcel is late, lost or damaged?

Accepted Answer

Write to support within 14 days with your order number and, for damage, photos of the box and its contents. We open a case with the carrier and send a replacement or refund straight away rather than waiting for the case to close. A parcel marked delivered but not found is traced first, which normally takes about three working days.

Question 11

Which payment methods do you accept?

Accepted Answer

We take the major debit and credit cards, SEPA bank transfer, iDEAL, Bancontact and selected regional wallets. The methods you see appear once you have chosen a delivery country, because availability differs per market. Card payments are authorised at checkout and only captured when your order is dispatched.

Question 12

Which currency am I charged in?

Accepted Answer

You are charged in the currency of the storefront you order from, which may be euro, pound, dollar, franc, krona or rand. Prices are converted from our euro base list at a rate we refresh regularly, so converting back can give a slightly different figure. Your bank may add a foreign-transaction fee, which we do not control.

Question 13

Is my payment information safe?

Accepted Answer

Card details are typed into the payment provider's hosted form and never reach our servers; we see only the last four digits and the result. Traffic is encrypted end to end and our providers are PCI-DSS certified. We will never ask for card numbers by email, chat or telephone.

Question 14

Why was my payment declined?

Accepted Answer

The usual causes are a billing address that does not match the card, an expired card, insufficient funds, or a bank block on this merchant category. Try another method or ask your bank to approve the transaction. A declined attempt can leave a temporary hold that your bank releases within a few working days.

Question 15

Can I return an opened product and get a refund?

Accepted Answer

Sealed items can be returned within 14 days of delivery in their original condition; request a return label from your account first. For hygiene and safety reasons, consumables that have been opened or unsealed cannot be returned or refunded, unless the item is faulty, damaged or not what you ordered. In those cases send a photo of the item and the batch code, and we refund or replace it. Refunds go back to the original payment method within five working days of the return arriving.

Question 16

Where do I find the lab report for my batch?

Accepted Answer

Every batch has a third-party certificate of analysis, linked from the product page and collected on the lab reports page. Match the batch code printed on your package to the report to see cannabinoid content, terpene profile and screening for pesticides, solvents, heavy metals and microbes. If you cannot find a code, send us a photo of the label and we will send the report.

Question 17

Why is the assortment different in my country?

Accepted Answer

Every market sets its own rules on cannabinoid content, product formats and labelling, so we only list what we are able to ship to your address. That is why an item visible on one storefront can be missing from another, and why switching region changes what you see. The framework we work within for your country is set out on the compliance page.

Question 18

How should I store what I buy?

Accepted Answer

Keep everything in its original sealed container, upright, away from direct sunlight, at a steady 15 to 20 °C. Flower stays best in a cool dark place with stable humidity, while oils and edibles should not be frozen. Always store out of reach of children and pets.

Question 19

How long do products keep?

Accepted Answer

Each package carries a best-before date, usually 12 to 24 months from packaging while sealed. Cannabinoid content slowly declines with light, heat and air, so an opened product is best finished within a few months. We never dispatch stock with less than six months of shelf life remaining.

Question 20

What do the THC and CBD figures on a product page mean?

Accepted Answer

They are the measured content of the tested batch, taken straight from the certificate of analysis and shown as a percentage of weight. Some batch-to-batch variation is normal for an agricultural product, so the figure printed on your package can differ slightly from the one on the page. We publish the numbers as measured and make no claims about what any product will do for you.

Question 21

How old do I have to be to buy?

Accepted Answer

Twenty-one in every market we serve, with no exceptions, even where local rules would allow a lower age. You confirm your age when you enter the store, and we verify it again before an order leaves the warehouse. Orders that fail verification are cancelled and refunded in full.

Question 22

Is what you sell legal where I live?

Accepted Answer

We cannot give legal advice and we do not make claims about the status of any product in a named country. What we do instead is show only the assortment we are able to ship to your address, and set out the framework we work within on the compliance page. If you are unsure how the rules apply to you, check them before you order.

Question 23

Can I take an order across a border?

Accepted Answer

Rules change at every border, and carrying cannabinoid products across one can be a serious offence. We advise against taking anything you buy out of the country it was delivered to. Check the rules of your destination and of any country you travel through first.

Question 24

Do you sell to businesses, and may I resell?

Accepted Answer

Retail orders are for personal use only and resale is not permitted. If you want to stock our lines, apply through the wholesale page, where pricing, documentation and reseller compliance are handled separately. Business accounts need company details and, where applicable, a valid VAT number.

Question 25

Do you make health claims, and can these products affect a drug test?

Accepted Answer

We make no medical or therapeutic claims about anything we sell, and nothing in the catalogue is intended to diagnose or influence any condition. Products containing cannabinoids can produce a positive result on a workplace or roadside test, sometimes days after use. If a test matters to you, do not use these products, and speak to a qualified professional about anything health-related.

Question 26

Do I need an account to order?

Accepted Answer

No, you can check out as a guest with only an email address. An account keeps your order history, tracking links, saved addresses and batch lab reports in one place, and makes age re-verification faster next time. You can create one afterwards with the same email and your past orders will attach to it.

Question 27

How do I reset my password?

Accepted Answer

Use the forgotten password link on the sign-in page and we send a reset link that stays valid for one hour. If it does not arrive, check your spam folder and make sure you are using the address the order was placed with. Support cannot read or set a password for you, which is deliberate.

Question 28

How do I delete my account and my data?

Accepted Answer

Request deletion under Account and Privacy, or write to us, and we remove your profile, saved addresses and marketing data within 30 days. Invoices and age-verification records are kept for the retention period that tax and compliance law requires, and are deleted after that. You can also ask at any time for a copy of your data in a portable format, or object to marketing without closing the account.

Question 29

How do I change my email, language or region?

Accepted Answer

Your email address and interface language sit under Account and Settings; the storefront region follows the country you ship to and can be switched from the top of any page. Changing region changes prices, currency and the assortment you are shown, because each market has its own list. Orders already placed keep the region, currency and terms they were made under.

Question 30

How do I manage emails and back-in-stock alerts?

Accepted Answer

Marketing emails, price-drop notices and back-in-stock alerts are each switched separately under Account and Notifications, or through the unsubscribe link at the foot of any message. Transactional messages such as order confirmations, dispatch notices and age-verification requests cannot be switched off while an order is open. We do not sell or rent your contact details to anyone.

Frequently asked questions

Ordering

Shipping and delivery

Payment and refunds

Products and lab reports

Legal and compliance

Account and privacy