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FAQ


PAYMENTS


DELIVERY


REFUNDS

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

You can pay with credit card or via direct bank transfer.

HOW DO I GET AN INVOICE FOR MY ORDER?

For any order placed online, your invoice will be sent along with the parcel.

DO THE PRICES INCLUDE TAX?

Yes, the tax is included in all prices. But please note, that orders that are shipped to countries outside of Poland and countries of the European Union may be subject to import taxes, sales taxes, customs duties and fees levied by the destination country. YOU MAY BE ASKED TO REMIT ANY SUCH CHARGES UPON DELIVERY OF THE PRODUCT.

WHAT IS 3D SECURE?

3D Secure is an international security standard to ensure greater security for you and authentication when using a debit or credit card for online purchases. It is supported by MasterCard (MasterCard SecureCode) and Visa (Verified by Visa). It is used at the point of the transaction, with the payment card issuer usually asking the customer for a security code or password to prove that the customer is the legal holder of the card. It was developed for the purpose of reducing the risks of unauthorized use of credit cards by third parties. For more information, contact the bank that issued your payment card.

DELIVERY

Do you ship internationally?

It may differ from store to store.

When will my order ship out?

Orders have a processing time of 1-2 business days. Once dispatched, an email will be sent containing the tracking number for the parcel.

What are the standard delivery times?

Overall shipping times vary depending on location. Some general estimates would be:

Germany: 3-7 business days

Which shipping carrier is used?

EU and all other territories: we ship all orders with Pošta Slovenije or GLS and DHL for express shipping.

What are the shipping costs?

Standard delivery costs (Pošta Slovenije, GLS) in the EU are 5€, the rest of the world 7€.

Express delivery costs (DHL) in EU are 15€, the rest of the world 25€. For more details please check the Terms & Conditions.

Do you offer free shipping?

Yes, we do:

For orders of 100€ and above we offer free delivery with Pošta Slovenije or GLS.

For orders of 300€ and above we offer free express shipping with DHL.

For Scandinavia free express shipping is available for orders of 200€ and above with DHL.

Will i have to pay for customs fees?

Depending on the shipping destination, customs may apply.

How can i track my order?

As soon as your order has left the warehouse, we will send you a tracking number.

Can i modify my delivery address?

Once the order has been placed, you cannot change the delivery address. You have to cancel the order and re-order the product with the correct address. The payments, if you have already made, will be refunded to you as per refund terms and conditions.

For all information regarding your placed order, please contact [email protected]

What should I do if I do not receive an order confirmation email?

For all information regarding your placed order, please contact [email protected]

I have problems with my delivery, what can I do?

For all information regarding your placed order, please contact [email protected]

REFUNDS

I want to return the product. How do I do that?

Within 14 days of receiving the goods, notify the company at [email protected] that you are withdrawing from the contract, without having to state the reason for withdrawal.

You can download the withdrawal form (remotely) by clicking on the link HTTPS://PHARMA-HEMP.COM/WP-CONTENT/UPLOADS/2020/06/OBRAZEC-ZA-ODSTOP-OD-POGODBE.PDF.

As a consumer, you can choose one of the two methods of withdrawal mentioned above (e-mail or form) to withdraw from the contract.

The consumer must return the goods to the company no later than 14 days after the notification of withdrawal from the contract. The consumer returns the goods to the address: PharmaHemp d.o.o., Cesta v Gorice 8, 1000 Ljubljana, Slovenia.

The only cost borne by the consumer in connection with the withdrawal is the direct cost of returning the goods (postage).

Can I return an unwanted item?

As per our returns procedure and refund policy, we can only refund unwanted items if they are unopened and in their original packaging, but will not be able to refund any postage costs. Please note, we can only refund full-priced items. Sale items are non-refundable.

When will I receive my refund?

Once your refund has been approved and processed, the funds will be in your account within 3-5 business days. Please note, we can only refund you via the original payment method.

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 send the item back to us via Royal Mail registered post, with the completed returns form enclosed. You will also need to send an email to customer care via [email protected], attaching a photo of the item, along with proof of return (postage receipt/tracking details), so that we may promptly process your return or exchange. For incorrect or damaged items that need to be returned, we will reimburse postage costs by refunding the amount shown on your postage receipt once the item has been received. Please note, goods damaged in transit must be reported within 72 hours.

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 as it did not clear customs, we will promptly refund you for the goods purchased, however we are unable to refund the shipping cost.