Frequently Asked Questions
A plain answer page covering UK shipping, payment, returns, account questions and how we test every batch.
Do you deliver to UK addresses?
Yes. UK orders travel from our warehouse in the Netherlands, then a local courier completes the last stage. We deliver to home addresses here; picking a parcel shop is only possible in France, the Netherlands and Spain.
How quickly does a UK order arrive?
Most UK parcels take three to six working days in transit. Place your order before the cut-off time displayed at the top of the site and it is prepared that same working day. Public holidays can lengthen these estimates.
What does UK delivery cost?
Enter your address at checkout and the charge appears before you confirm, with UK baskets billed in pounds sterling. Since the UK's departure from the EU, parcels can attract import duty and value added tax, collected by the courier on arrival.
Where do I find tracking information?
Once your order is dispatched, SendCloud passes it to the courier with tracking attached and emails you the link. Signing into your account shows the same information, along with a record of your previous orders.
Can an order still be changed or cancelled?
Get in touch through the contact form as quickly as you can. While the order remains in our hands we can usually adjust or cancel it, but once it has been handed to the courier the contents are fixed.
Nothing has come through by email.
Start with your spam or junk folder, where automatic messages often end up. Still nothing after an hour? Write to our support team quoting the email address you used at checkout and we will locate the order.
Which payment methods are available?
Checkout displays the options open to your country, generally cards plus familiar local methods. Our payment provider handles the transaction, so card details are processed on their secure systems rather than stored on our site.
When is the money taken?
With most methods, payment is collected as you complete checkout. Choose bank transfer and the items are held back for you instead: the order is released once your funds reach us inside the period stated at checkout.
What can I send back, and by when?
Returns are accepted within 14 calendar days of delivery, provided the product is still sealed, unopened, unused and undamaged. Opened supplements and cosmetics stay with you for hygiene reasons. Full details appear on our returns page.
What is the first step in returning something?
Contact customer service first: send the form with your order number and the items involved. We confirm whether the return qualifies and where to post it. Return postage is yours unless goods arrived damaged, and refunds go back to the original payment method after inspection.
Is an account required?
No. Guest checkout is there for anyone who prefers not to register. Setting up an account simply saves your addresses for future visits and keeps your order history in one place, which makes repeat purchases quicker.
I cannot remember my password.
Go to the sign-in screen and use the password reset option there. A link travels to the email address registered on your account, and following it lets you choose a new password. There is no need to message us.
Are these medicines?
No. We sell food supplements and cosmetics, and they are not medicines. CBD, short for cannabidiol, is one of many compounds hemp produces naturally, and it is non-intoxicating, unlike THC. Labels are worded accordingly.
What defines the CBD oil 2.0 range?
These are full spectrum oils where CBG, CBC, CBN and CBDA are brought up to measured, declared levels alongside a fixed CBD figure, keeping the balance hemp itself creates. There are six strengths, each in a 10ml bottle.
How is quality verified?
An independent laboratory analyses each batch, and we publish the resulting certificate of analysis instead of filing it away. Find the batch number on your pack, type it into our batch and COA lookup tool, and read the report.
Does taking CBD oil feel intoxicating?
No, our oils are not intoxicating, and you need not take that on faith: every batch certificate lists the cannabinoids present, THC included, so the analysed content is there to read. Use the product as the pack directs.
Who is the company behind the brand?
Cibdol bv, registered in the Netherlands, is the trading company: you will find its KvK and tax numbers in the footer of every page. Our operations are based in Schijndel. The brand began in Basel, Switzerland, and has produced CBD since 2014.
Do you work with trade customers?
Yes. Wholesale and other commercial questions go to the sales address published in the Business section of our contact page. Include your company name, country and the products you have in mind so we can reply properly.
Something else on your mind?
Our contact page handles everything this list does not answer. When your message relates to a purchase, add the order number so we can pull up the details immediately rather than writing back to ask for them.
