Categories
- Orders
- Delivery
- Payment methods
- Various
Orders
Shipments typically leave our warehouses within 24 hours of placing the order in 90% of cases. Delivery usually takes a maximum of 1-2 business days (within Poland) and up to 5 business days within Europe to reach the recipient. Our team makes every effort to process orders as quickly and carefully as possible. Often, we are able to fulfill an order in less than 24 hours from the time it is received. We continuously work on implementing new systems to improve the shipping and package handling process. In the event of any delays in order fulfillment, we promptly inform the customer.
If for any reason the product does not meet your expectations, you have 14 business days to exchange it for another item. Additionally, we will send our courier to your doorstep, who will deliver the new product and simultaneously collect the previous one.
Your only task is to properly prepare the return package, as the courier will have a pre-prepared label. To initiate the product exchange process, please contact us via email, providing the order ID in the subject line.
Dear Sir/Madam,
You have a generous period of 14 business days to return any item purchased from our store! The condition for the return is that the item must not show any signs of use and must be returned to us in its original condition. You don't have to worry about the return shipping costs as we will arrange for our courier to pick up the package. Please ensure that you package the return securely to prevent any damage during transportation, especially for glass products.
To initiate the return process, please contact us via email, including the order ID in the subject line. We will then arrange a convenient date and time for the courier to collect the returned item. Once we receive the package, we will proceed with the refund to your account.
Additionally, please remember to send a scanned copy of the filled-out withdrawal form to our email or include it in the return shipment. You can find the form here. This will ensure that we have the correct account information for the refund.
We value your patronage and strive to provide excellent customer service regarding returns. If you have any questions or concerns, please don't hesitate to contact us.
Best regards,
Customer Support Team
Unfortunately, our warehouses are located in multiple locations, and we do not have a central shipping warehouse. Therefore, personal pickup is not possible. We specialize in e-commerce and strongly encourage placing orders online, which are completely secure. Thanks to encryption and our server located in the Netherlands, your online orders are fully protected.
If you have placed an order and received a confirmation email, please note that no changes can be made to the order from that point onward. Therefore, we kindly ask you to make your purchases carefully. We would like to emphasize that the entire shipping process is highly automated and it is not a result of any ill intent on our part but rather a feature of the service system we use. Its purpose is to ensure the fastest possible order fulfillment and the highest quality customer service.
However, if you wish to make a change to your order, we encourage you to place a new order. The previous order, which has already been shipped, can always be returned within 14 days at no additional cost. If you have not received an email with the status "Shipped," it means that the courier has not yet picked up your package. In such a case, please contact us immediately. We are able to cancel the entire order and refund your money, allowing you to place a new order and choose different products.
Based on our experience, we know that larger orders can sometimes be shipped in multiple packages. You will receive a link to track each shipment via email once it is collected by the courier. Please monitor the status of each shipment separately, as courier companies occasionally misplace packages, resulting in delays of up to 24 hours. If, however, the delivery time is significantly prolonged, please contact us.
If your order has arrived damaged, you should take the following steps:
- Check and document the damages: Immediately upon receiving a damaged order, take photos or make notes of the damage. This may include photographs of the damaged packaging or product. It is important to have evidence of the damages. Next, contact the courier to file a damage report.
- Notify us about the damages and provide documented evidence: File a complaint via email. In the email subject line, please include the order ID and provide a brief description of the damages, attaching the damage report filled out with the courier and the previously taken photos of the damages.
- Filing a complaint is important to obtain compensation or a replacement for the damaged product. You will need to provide us with information about the order and the photos of the damages.
- Pay attention to deadlines: Make sure to file the complaint within the specified time frame. Check the terms of sale and the return policy to find out the complaint deadlines. The sooner you report the issue, the greater the chance of a successful complaint.
- Keep the original packaging: Do not discard or destroy the packaging until the matter is resolved. We may request the return of the damaged product in its original packaging for an exchange or refund.
It is important to act quickly and consult directly with us to obtain detailed information regarding your specific case.
Of course, yes. Please inform us about it as soon as possible, the sooner the better. The most convenient form of contact is via email, please include "Order ID + Cancellation" in the subject line. This will greatly facilitate our work, thank you for your understanding! If the goods have not been shipped yet and the funds have not been credited to our bank account, there is no need to fill out a withdrawal form. If necessary, you will be notified of this fact.
If you regularly shop with us, you have probably accumulated some Loyalty Points that you can convert into a discount code. Go to My Account -> My Loyalty Points to find the 'Convert my points into a discount code worth ...' button. The generated code can be used during checkout to avail a discount.
Delivery
We ship to the following European Union countries:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Spain, Netherlands, Ireland, Lithuania, Luxembourg, Latvia, Germany, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Hungary, Italy.
The packages in our store are carefully packed to ensure that the goods reach you in an undamaged condition, exactly as they left our warehouse. Each order is placed in a sturdy cardboard box, which is securely wrapped multiple times with black stretch film. The shipment is stable and uniform, with no loose items inside. There are no logos or indications suggesting plant cultivation on the package, and our store's name is not displayed in the sender's address. Thanks to these efforts, we have gained the trust of thousands of customers throughout Europe, and we constantly strive to improve our services for you!
In Poland, we have few restrictions regarding shipping; however, the majority of courier packages are sent through DPD or InPost due to their high efficiency. Over 99% of shipments are delivered within 24 hours of dispatch, and the number of complaints related to damages is minimal. Shipments to parcel lockers are also handled by InPost couriers. Additionally, there is an option to order shipments to a DPD Pickup point, where providing full address details is not necessary. Only providing your name, surname, phone number, and the DPD Pickup branch address will suffice.
For shipments within Europe, to ensure speed, effectiveness, and reasonable prices, we collaborate with couriers such as DPD, FedEx, or GLS. All of these courier companies guarantee high-quality delivery of international shipments.
You can pick up any GLS, InPost, or DPD courier shipment at the nearest courier company headquarters or at a designated location such as a Parcelshop (for GLS) or DPD Pickup (for DPD). In Poland, we also offer delivery to automated parcel lockers (Paczkomat), where parcels with dimensions not exceeding 41 x 38 x 64 cm can be collected. To retrieve the package from a parcel locker, only the locker name, customer's phone number, and email address are required.
If you wish to pick up the shipment from the courier company's headquarters, please inform us before the shipment is sent. You can leave a note in the comments section when placing your order.
If the package has not been shipped yet, please inform us as soon as possible! In the case of GLS courier, there is a possibility of free redirection of the package to a different address, even if the package is already en route to the customer and has not been collected yet. After the package is picked up by the GLS courier, you will receive an email from GLS containing a link that allows you to redirect the shipment to any address within the country free of charge. Please use this link to redirect your GLS package.
Approximate shipping costs to all European Union countries can be found in the link provided. However, we encourage you to select the products yourself, as the system will calculate the shipping costs based on the weight of the products and the chosen country and postal code. The calculated shipping costs will be visible in the shopping cart after selecting the products.
Couriers are not obligated to call before delivery, but in the case of GLS and DPD couriers, you will receive an SMS with the contact number of the courier on the day of delivery. You can contact the courier to arrange a convenient pickup time. Additionally, when placing an order, you have the option to add a comment requesting an early contact from the courier. In such a case, we will write a note for the delivery person containing the information: "Please call before delivery." However, it should be noted that this note is not binding, but often results in the courier calling before delivery.
For certain postal codes in Poland, there is a possibility of Saturday delivery for an additional fee. The costs of Saturday delivery for a specific postal code are calculated individually. If you are interested in Saturday delivery, please contact our customer service office.
Yes, within the area of Poland. However, it is important to note that the maximum dimensions and weight for a parcel locker are 41 × 38 × 64 cm and 25 kg. Not every product, especially grow boxes with long edges but not limited to them, meets these dimensions and weight requirements. If you are unsure whether your order will fit in the parcel locker, please contact us. However, if the order was placed without prior contact and wouldn't fit in the parcel locker, we will certainly try to reach out to you. Below is a list of InPost parcel lockers.
Payment methods
We focus on continuous development, therefore the range of payment options in our online store is wide, including:
- Traditional bank transfer, most commonly filled out using the "transfer form" at the Post Office or at another cash collection point. It can also be manually completed from an online account. The funds are credited to our account within 24 hours.
- Stripe, with this payment gateway you can make payments using: a payment card and several other payment companies, such as Klarna, iDeal, Bancontact, EPS, and Giropay.
With this diverse range of payment methods, we aim to facilitate transactions for our customers and accommodate their preferences.
Yes, we do accept card payments. All card transactions are securely processed through Stripe, a trusted payment gateway provider.
In Poland, we have decided to discontinue cash on delivery payments because we often encountered situations where customers ordered parcels that ended up being returned to us, resulting in costs for our company. Within Europe, couriers do not have agreements in place to exchange cash, making it impossible due to internal regulations of courier companies.
Yes, we accept BLIK payments.
Various
Yes, we are a legally operating company registered within the European Union. If you have a VAT-UE number and are a European contractor, we will issue an invoice with 0% VAT. However, in the case of a domestic contractor, the applicable VAT rates will be in accordance with the law.
Yes, we have collaborated multiple times with local government authorities, universities, institutes, and higher education institutions. We encourage you to get in touch with us and present your requirements. We are able to offer a deferred payment option of up to 14 days on VAT invoices. Please contact us from your official email address.
Invoice VAT are always sent electronically to the email address provided during the order placement. If you haven't received the VAT invoice, please contact us. Sometimes, it happens that customers make a typo in the email address, which results in the non-delivery of the message.
Receipts are also sent electronically to the email address provided during the order placement. However, there is an exception for customers who have chosen to create an account. In such cases, by clicking on the 'Details' button in the 'Order History' section, they can download the receipt.
If you notice any error regarding our technical services, especially those that hinder or prevent purchases, we want to thank you for it. We will reward you with a 7% discount on our entire range of products. Don't hesitate to report any oversight you notice! You will receive a discount coupon valid for 3 months, which you can use when shopping at our store!
There are many ways to contact us. We have a Dutch phone number, but due to the high volume of calls, we prefer contact via WhatsApp, Signal or Telegram. On these platforms, you also have the option to record a voice message or send a text message. You can also send us an email. We will respond as quickly as possible.
Below you will find our contact details:
Contact Number: +31 684 580 632 - WhatsApp | Telegram | Signal
Or send a message to: info
growshop.org