Shopping Guide & Support: Frequently Asked Questions

We’re here to assist you with any questions or guidance you may need, Monday through Friday, from 9:00 a.m. to 5:00 p.m. (CET). You can reach our friendly and knowledgeable support team through:

• Email: [email protected]
• Live Chat: Directly on our website
• Phone: +41 44 505 76 66

Whether you need personalized product recommendations, help placing an order, or clarification on any detail, don’t hesitate to get in touch!

Log in to your account and head to the “Order History” or “My Orders” section to view your order status and any available updates. Here’s what the different statuses mean:

• On Hold: We await payment confirmation before processing your order.
• Processing: Your payment has been received, and our team is preparing your shipment.
• Completed: Your order has been shipped. You’ll find the tracking details in your account if a tracking option is chosen.

You’ll also receive email notifications whenever your order status changes, so you’ll always know exactly where your purchase stands. If you have any questions, feel free to contact our support team!

Imagine you have two different forms of the same helpful plant: CBD Flowers: These are the dried blossoms from a unique hemp plant, enjoyed by smoking or vaporizing. It’s like enjoying fresh herbs—just as they are. CBD Oils: Instead of smoking, CBD oils take the plant’s beneficial parts and mix them with an oil to create a product that can be used in non-smoking ways. They’re a more flexible option for people who prefer not to inhale anything at all, offering an easy way to include CBD in their routine without lighting up. In short, flowers are about enjoying the plant in its most natural, smokeable form, while oils offer a convenient, non-smoking alternative.

Choosing the right CBD product depends on several factors:

1. Intended Effects: Consider what you hope to achieve—relaxation, focus, or general wellness support.
2. Form & Consumption Method: Decide whether you prefer smoking (flowers), non-inhalation formats (oils, cosmetics), or other options like edibles or vapes.
3. Potency & Cannabinoid Profile: Look for the CBD concentration and whether the product includes other cannabinoids like CBG, CBN, or small amounts of THC.
4. Budget & Brand Preferences: Compare prices, explore different brands, and choose a product that fits your spending comfort level.

To simplify the process, every product page on our site features comprehensive descriptions, including cannabinoid content, origin, and recommended uses. You can also use our search and filtering tools to narrow products by potency, form, brand, or price range. If you still have questions or need personalized suggestions, our friendly customer service team is here to guide you!

We make it easy to pay for your favorite products by offering a variety of secure and convenient methods, including:

• Credit Cards: Visa and Mastercard
• Twint: Quick and easy mobile payments (Switzerland only)
• Apple Pay & Google Pay: Seamless contactless options
• QR-Invoice (Prepaid) & Bank Transfer: Pay in advance before we ship

Currently, we do not offer PayPal, as they don’t support CBD or cannabis-related businesses. We also don’t provide a “pay on invoice” option—your payment must be received before your order is shipped. If you have any questions or need help selecting a payment method, our friendly support team is here to assist!

All orders paid by 3 pm during weekdays are being dispatched on the same day from our warehouse in Zürich (cut-off time slightly earlier on Fri, 2.30 pm) For deliveries into Switzerland (and Liechtenstein), all orders are shipped with A-Mail and typically delivered the next working day. For deliveries into the EU, the journey will usually take 5-10 business days. Your tracking will start moving when the parcel is successfully imported and delivered to the EU carrier by our logistics partner in Switzerland. You will find more details on our shipping page. Note: These timeframes represent our standard delivery metrics, subject to fulfillment and carrier variables.

For shipments within Switzerland, we charge a flat fee of 5 CHF on all orders below 49 CHF. Once your order reaches 49 CHF or more, shipping is on us – because who doesn’t love free delivery? 🤓 For deliveries to EU destinations, the free shipping threshold depends on the country and the chosen delivery method. To see the full overview of costs and conditions for each location, we recommend checking our dedicated shipping page where all the details are clearly outlined.

Log into your account and head to the "Order History" or "My Orders" section — you'll find real-time updates on every order. Here's what each status means: On Hold — We're waiting for payment confirmation before processing your order. Processing — Payment received. Your order is being prepared for dispatch. Completed — Your order has left our warehouse and is on its way to you. Once shipped, you'll receive a tracking number by email. The same tracking info is also available directly in your account. Keep in mind that tracking details typically appear once the carrier has scanned your parcel for the first time — so it may take a short while before updates show. You'll get email notifications at each step, so you're never left guessing. Questions? Our support team is here to help.

Your satisfaction matters to us. If you receive a product that doesn't match your order or if there's been an error on our side, we'll cover the return costs — no questions asked. For all other cases, we accept returns on unopened products within 30 days of purchase. Return shipping costs are the customer's responsibility. Before sending anything back, reach out to our support team first. We'll walk you through the process and make sure everything is handled smoothly.

Let's address returns with surgical precision ? Your Right of Return: 14 days post-delivery to return unopened items in pristine condition. Think of it as a two-week contemplation period for your purchase decisions. Notable Exceptions:

• Opened products (hygiene is non-negotiable)
• Special offer items (sales are final, like a handshake among scholars)

The Fine Print: Return shipping costs rest with you, unless we've made an error or sent you a damaged item. Fair's fair, after all ?

Processing: Your refund launches automatically once we've inspected and approved your return. Timeframes:

• Credit Card: 2-4 business days for funds to materialize
• Bank Transfer: Slightly longer, plus we'll need your banking coordinates

Think of it as financial teleportation - efficient, but even quantum mechanics needs a moment to work ?

You can redeem your loyalty points directly from your account's “Loyalty Points” section. Once there, you’ll see your current balance and can choose how many points to redeem for a discount code, which can be applied at checkout. Want to earn more points? Head to your account to discover all the actions you can take to rack up points! Need help? Our support team is here for you!