In the Order FAQ, you can find answers and information about your order. How to make an order and what can be changed after you made an order.


I want to add / change the products in my order?

  • Is the payment not yet completed? Please submit a ticket as soon as possible. Add "ORDER CHANGE" in the subject so we can adjust the address in time. Complete the payment after receiving a confirmation from our customer support team.
  • Is the order status "Processed" and the payment received? Please keep in mind that emails are answered within 2 business days. If the matter is urgent, please call us on +31 (0) 85 301 82 58



How do I change the payment method for my order?


Cash by mail and Bank Transfer


During the check-out you will be asked to select one of our payment method. If you selected Cash By Mail or Bank Transfer, you can easily switch in between those payment method at anytime. 

If you have selected one payment method, but later realize that the other payment is a better choice, you can proceed with the new payment method. As long as the order number is written down in the payment reference or on a piece of paper with cash by mail. 


To successfully complete a payment, please read more about our payment methods here.


Cryptocurrency


If you want to switch to a crypto currency payment, we recommend placing a new order, so you can get your own custom made CoinPayment link. Your old order will automatically be canceled after 14 days, if their is no payment received for that order number. 



Can I change the shipping method for my order?

  • Is the payment not yet completed? Please submit a ticket as soon as possible. Add "ORDER CHANGE" in the subject so we can adjust the address in time. Complete the payment after receiving a confirmation from our customer support team.
  • Is the order status "Processed" and the payment received? Please keep in mind that emails are answered within 2 business days. If the matter is urgent, please call us on +31 (0) 85 301 82 58.


How can I change my order details like, name, email and shipping address?

  • Is the payment not yet completed? Please submit a ticket as soon as possible. Add "ADDRESS CHANGE" in the subject so we can adjust the address in time. Complete the payment after receiving a confirmation from our customer support team.
  • Is the order status "Processed" and the payment received? Please keep in mind that emails are answered within 2 business days. If the matter is urgent, please call us on +31 (0) 85 301 82 58

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I have made multiple orders, can they be shipped together?


  • Is the payment not yet completed? Please send us a message before completing the payment. After we confirm that we will combine the order, you can complete the payment. Add "ORDER CHANGE" in the subject so we can read the message in time. Complete the payment after receiving a confirmation from our customer support team.
  • Is the order status "Processed" and the payment received? Please keep in mind that emails are answered within 2 business days. If the matter is urgent, please call us on +31 (0) 85 301 82 58


I want to return my order?


After you have received your order, you have 14 calendar days to let us know if you wish to return one or more item(s). But please be aware: not all items can be returned. To find out which items are eligible and how to return items, please read our returns, refund and replacement policy.



My order is seized by customs, what can I do?


First, it's important to find out: is your package waiting to be checked by customs or is it seized? When a package is waiting to be checked at customs, it can take up to 4 weeks for customs to clear the package. 


On our disclaimer you can read: "We will not refund, replace orders that are seized, held or destroyed by customs or are under investigation in some other way."
Please read our disclaimer.
 
We are not aware of the legal status of our products in every country.
It's important to only order products on our website that will go through customs.
We can not give further official advice, because we are not legal counsels familiar with the law in your region.



My product is damaged upon arrival. What should I do?


It's unfortunate that there is damage. Something must've gone wrong during transportation. In this case, please make pictures of the whole box/package and the individual products and contact our Support Team.



When do you ship my order?


We usually ship within 1-2 business days after sending a payment confirmation. Please note: if products are out of stock, it can take more time before the order is fully processed. We will notify you about this as soon as possible, so please keep an eye on your inbox and spam filter.



How can I cancel my order?

  • Is the payment not yet completed? Please send us a message before completing the payment. After we confirm that we will combine the order, you can complete the payment. Add "ORDER CHANGE" in the subject so we can read the message in time. Complete the payment after receiving a confirmation from our customer support team.
  • Is the order status "Processed" and the payment received? Please keep in mind that emails are answered within 2 business days. If the matter is urgent, please call us on +31 (0) 85 301 82 58


If you order is shipped, we can not cancel your order anymore. If you do not want to receive the package, you can refuse the package upon delivery. The shipping service will then return the parcel back to us. Please keep in mind that we will not refund the shipping costs and the amount for fresh perishable products (truffles, growkits, etc.) 

For more information, please read our returns, refund and replacement policy.



I did not receive my package. What can I do?

  • Please send us a ticket with your order number and tracking number and our customer support will help you find out what is going on with the shipment.

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Can I get a discount?

  • We have several Discount Packs [ containing product bundles and discounts were you can benefit from.]



What information do I need to provide for an order? 

  • Your name and email address

  • Your shipping and billing address, including province and country
  • Telephone number 
  • Payment method



Do you send samples?

  • No. We do not send samples



How will I know if my order has been received?

  • When you have made your order in the shop, you will receive an email confirmation within a few minutes of placing your order.  
  • Not received an email ? First check you email's spam/ junk folder. Not there?
    • The order process might not have been successfully completed. Please place a new order.
    • Your email address might wrong. Please contact the Support.



How do I contact customer service?

 


Do you ship to my country?


To find out if and what items we ship to your country, please add the product(s) that you want to order in the cart and proceed to the checkout page. After you fill in the country and zip code, you will see if the website gives an error or not. Click on "Get a Quote" to get more information on the rates and shipping options to your region. 


This screencast will show you how to navigate on the website: