Questions & Answers

Questions about your order? Our team is available by email, Telegram and WhatsApp

Contact Us

Delivery & packaging

What delivery window should I allow for my country?

Use the estimate for your destination, counted from dispatch:

  • 3–5 days: Estonia and Lithuania.
  • About 7 business days: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, France, Germany, Hungary, Ireland, Italy, Luxembourg, Poland, Romania, Slovakia, Slovenia and Sweden.
  • 10–20 days: Finland, Greece, Malta, Netherlands, Portugal, Spain and the United Kingdom.

These are estimated transit times. See Shipping for the full delivery information.

Does that estimate include order preparation?

No. We dispatch within 2 days of receiving payment; the delivery window starts after dispatch. An unpaid order has not yet reached the preparation stage.

What will delivery add to my total?

The shipping charge is €25. Orders of €450 or more qualify for free shipping. The country delivery estimates are listed on Shipping.

Will the packaging reveal what I ordered?

The outer packaging is plain, with no indication of the products inside. Every parcel is sent with tracking.

Is the order status page the same as parcel tracking?

They show different stages. The order status page uses your order number and billing email to show your store order status. The courier’s tracking service shows the parcel’s journey. If you need help finding your shipment details, contact our team with your order number.

My destination is not listed. Can I still order?

Ask us before placing your order. Tell us the destination country so we can check whether delivery is available and confirm the relevant terms.

Help with an order

My parcel is late or marked delivered, but I do not have it. What should I send you?

Send your order number and the latest tracking update through Contact Us. We will look into the shipment. If the parcel is lost, we provide one replacement shipment at no extra charge.

Something arrived damaged or is missing. What happens next?

Keep the packaging and send us your order number, a description of the problem and clear photos of what arrived. For damaged parcels or missing items, we arrange one replacement shipment at no additional cost.

I entered the wrong address or need to change the order. Who can help?

Contact us immediately with your order number and the exact change needed. We will check whether it can still be made before dispatch. If you want to cancel, return an item or discuss a refund, contact us before sending anything back.

Will someone answer if I write over the weekend?

We aim to reply within 24 hours, including weekends. For an existing order, include the order number in your first message so we can investigate without asking you for it later.

Payment & checkout

Which payment option fits the way I want to pay?

Choose from cryptocurrency, SEPA bank transfer, card, Apple Pay, Google Pay or Klarna. For card and mobile options, availability depends on your device, location and the payment provider. Compare the options on Payment.

Can I use crypto if I have never paid that way before?

Yes. Start with How to pay with crypto and follow the payment instructions for your order. Check the currency, network, address and amount before sending. Crypto payments do not require a manually prepared invoice.

What is the discount for choosing cryptocurrency?

Crypto payments receive a 10% discount. The Payment page explains how this payment route works, including the steps between placing an order and dispatch.

Which methods require an invoice from your team?

For bank transfer, card and the other invoice-based methods, place your order first. Our team then sends the invoice with bank details or a payment link. With crypto, use the instructions provided directly for your order.

I have sent the payment. When does preparation begin?

Preparation starts after we receive payment. Crypto confirmation depends on the required network confirmations; bank transfers must reach our account. If the status shown for your order is unclear, contact us with the order number and payment reference.

Can I send a SEPA Instant transfer?

Yes, SEPA Instant is supported. Select it in your banking app if available and use the details supplied for your current invoice. Standard SEPA transfers are also accepted; their timing follows your bank’s processing schedule.

Products & verification

What information helps you check a product’s authenticity?

Send the product name or reference number, identification code and batch number through Contact Us. Include a clear photo of the label if the code is difficult to read. These details let us check the specific product rather than give a general answer.

Can I ask about a batch or lab report before buying?

Yes. Tell us which product and batch you are interested in. We will share the available information and reports for that request.

Repeat orders & business enquiries

I have ordered before. Can you offer a returning-customer discount?

Yes, contact us before your next order. Mention your previous order number and what you plan to buy; we will discuss a returning-customer offer with you.

Can we discuss wholesale pricing?

Yes. We offer competitive wholesale prices. Send the products, quantities and destination country you have in mind so we can prepare a relevant proposal. Start through Contact Us.

Do you work with dropshipping partners?

Yes, we welcome dropshipping enquiries. Tell us about your store, target countries, product range and expected order volume. We will discuss pricing and the working arrangements directly with you.