FAQ

Order 

Can I change or cancel the order if it has not yet been shipped?
Once the order has been confirmed, it is not possible to change or cancel it. Our intention is to process orders as soon as possible in order to meet delivery times. Regarding your right of withdrawal, you can consult our "Return Conditions" page and the "General Conditions" or "Legal Notice" sections. 

Is it possible to order by phone?
At the moment, we only accept your orders through the Online Shop. 

How can I check that my order has been received?
Once the transaction has been completed, you will receive a confirmation e-mail at the e-mail address you have indicated. If you have not received this email, please contact our "customer service" team. 

What kind of emails will I receive regarding my order? 
Once your order has been placed, you will receive the following emails:
- Order confirmation: This is to confirm that we have received your order. You should receive this confirmation within five minutes of placing your order. All orders are subject to availability. In the event that an item is not available after the order is placed, we will contact you to offer a refund for the incomplete/cancelled order.
- Delivery Information: Ships once the order leaves our warehouse. You will receive a tracking number, which will allow you to know the status of your order on its way from our warehouse to your destination. The tracking information can take up to 24 hours to be updated in the carrier's system.

Why has my order been cancelled?
Your order may have been cancelled due to credit card issues. If you think this may be the reason, please contact your bank for more information. You can also contact our customer service and we will be happy to help you, by clicking "here". 

Can I add products after I have confirmed my order?
No. Once the order has been confirmed, we cannot change it. We try to process orders as soon as possible in order to meet delivery times. If you would like to order any additional products, place a new order online or contact our customer service and we will be happy to assist you by clicking "here".

Payment

What forms of payment do we accept at The Hemp Ground?
We accept Visa, Maestro, MasterCard, MasterCard Debit, PayPal, Visa Electron and Visa Debit.

When will my card be charged?
Your credit or debit card will be charged for the full value of your order at the time we ship it. We will not accept your order or ship the products until your credit or debit card issuer has authorized the use of your card for payment of the items ordered. 

Is it safe to store at The Hemp Ground online store?
Yes, you can shop with complete peace of mind, at The Hemp Ground we guarantee the security of your purchases and your personal information.

Does The Hemp Ground process the payment details?
No. All credit and debit card transactions on this website are processed securely and confidentially by the bank. At The Hemp Ground we do not store your bank and/or credit card details at any time.

Why has my card been declined?
Your card may be declined for any of the following reasons:
- Your card has expired. Please check the validity of your card.
- You have reached your credit limit. Contact your credit card company to check that you have not exceeded the authorized purchase limit.
- You have entered some of the information incorrectly. Check that you have filled in all the required fields correctly.
If none of these reasons reflects your situation, we will be happy to help you. Please contact our "customer service" team.

Delivery

How many days will it take to receive my order?
Standard GLS: 2-3 working days.
GLS collection points: 2-3 working days.
GLS express: 24-48 hours.
For more information you can check our "Shipping and Delivery" section.

How are shipping costs determined?
The shipping costs applied to your order are calculated according to the delivery method selected. The shipping costs include VAT and all costs related to the delivery of your order to the requested address.

What transport services are used?
For normal shipping you can choose between UPS and UPS Collection Points.
Express shipping will be handled by UPS.

Which countries do you ship to?
Items can be shipped to the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Republic of Ireland, Spain and Sweden. Please note that you must order from the country of the online store to which you want the products to be sent.

Where do you ship from?
All products are shipped from our warehouse, located at: Barcelona, Spain.

Can I choose a delivery address in a country other than the one I ordered from?
The shipping address must be in the same country as the online store from which you place the order. 

How can I track my order?
In the email "Delivery Information" you will receive a tracking number, which will allow you to know the status of your order in its journey from our warehouse to your destination. It may take 24-48 hours for the carrier to update the tracking information in their system once they have received the shipment confirmation email. If you click on the tracking number and no information is available, please try again later.

Returns

Will I be refunded the shipping costs if I return the order?
We will issue a refund for the amount of the returned items. Any shipping costs that were paid at the time the order was placed are excluded from the refund. In the event that the products received are incorrect, a full refund will be issued. 

When will I receive a refund?
The refund will be processed as soon as the returned products have been reviewed by our quality management team. Once the return has been approved, it may take up to 14 days for The Hemp Ground to credit your payment service provider (e.g. credit card company). Please note that the time it may take for the payment service provider to make this amount available to you may vary from provider to provider.

What can I do if I have received an incorrect amount?
Please contact customer service by clicking "here" and we will solve your problem as soon as possible.

What can I do if I have been sent the wrong product?
If you have received the wrong product, we recommend that you contact one of our customer service agents by clicking "here".  

What can I do if the product has arrived damaged or defective?
If you have received a damaged or defective product, we recommend that you contact customer service by clicking "here".

My Account

What do I have to do to register?
You can either click "here" to register, or click the "My Account" link at the top of the screen and then click register. 

How do I log in to The Hemp Ground online store?
If you are a registered user, click on the "My Account" link at the top of the screen and then click on "Login". You can also click "here" and enter your email address and password.

Do I have to register to make a purchase at The Hemp Ground online store?
No, registration is not required. You can always place an order at The Hemp Ground online store as a guest. If you plan to make regular purchases from our site, we recommend that you register. This will save you time when you reorder from The Hemp Ground online store. The registration process is quick and will take only a moment. 

What are the advantages of being a registered user?
You won't be asked to re-enter your shipping or billing address each time you order online. In this case, the order will be sent to the address on file, unless you specify otherwise. You can browse the site, compare products and, if you wish, complete your order at a later time. We will save the products you have placed in the shopping cart so that you do not have to reselect them when you return. Please note that placing products in the basket for a later purchase does not guarantee the availability of those products.

I forgot my password, what can I do?
If you have forgotten the password to your account, follow the login process and click on the "Forgotten Password" link and we will send you a new one right away. 

How can I change my password?
Log into The Hemp Ground online store and click on the "My Account" link at the top of the screen. Once you are in the "My Account" section, you will be able to change your password.

How do I update my account information, including changes to my postal or email address?
Log in to The Hemp Ground online store and click on the "My Account" link at the top of the screen. Once you are in the "My Account" section, you will be able to update your shipping and billing address information.

General

How can I receive the latest news and product offers from The Hemp Ground?
To receive the latest news and events from The Hemp Ground, sign up for our newsletter by clicking "here". 

Can I unsubscribe from The Hemp Ground newsletter?
Yes, to unsubscribe, open the last email you received with the newsletter and scroll down to the "Unsubscribe" link. When you click the link, you will be redirected to another page where you will be asked if you wish to continue with the newsletter unsubscription process. Click to confirm and you will no longer receive our newsletter. If you are a registered user, you can unsubscribe from "My Account" by clicking on "Newsletter Subscription". Unselect the "Subscribe" button and save the changes.

I am having trouble viewing The Hemp Ground's online store page, what can I do?
If you are having trouble viewing The Hemp Ground's online store you can try deleting the old cookies and temporary files from the Internet. To delete cookies, go to Internet Options, on the Tools menu, and click to delete cookies. When you have deleted the old cookies, make sure that the cookies are enabled. Or email us at: customer.service@thehempground.com and our customer service will be happy to assist you.

What web browsers are compatible with The Hemp Ground?
The Hemp Ground website is optimized for viewing in Microsoft Internet Explorer 8 or higher, Mozilla Firefox 19.0 or higher, Google Chrome 26.0 and Safari 5 or higher.

What screen resolution offers the best display?
1024x768 or higher. 

What can I do if I can't find the answer to my question here?
If you can't find the answer to your question here, we recommend that you contact our "customer service" team. Please indicate your order details if necessary.