Shipping and returns

Delivery time when delivered to address

All orders received by us before 4 p.m. will be shipped the same day. In practice, this means that 96% of the time you will receive your package the next day. You don’t have to stay home for this, as we always ship by mail if possible. This also applies to customers from Belgium and Germany.

Picking up your package from a service point

You can choose our new delivery method: “Pick up your package”.
This service offers you the freedom and convenience of picking up your order at any time at one of our Click & Collect points.
Thanks to this shipping method, you don’t have to stay home waiting for your order.
Simply choose the pickup location that is most convenient for you.
The shipping method is available in the following countries: Netherlands – Germany

Shipping costs

You pay a fixed amount of shipping costs per order depending on the weight of your order and the destination country.

Damaged

If your product is damaged upon delivery, we ask that you inform us as soon as possible and preferably within 7 days of discovery.
You can send an e-mail to klantenservice@byhemp.nl to inform us about the damage (with pictures).
Once you have returned the item to us, we will inspect it and send a replacement, if applicable.

14 Days right of withdrawal

Of course, we hope you are satisfied with the order. In case you are not satisfied, you may return the item with its complete contents to us within 14 days, provided the packaging is unopened. Of course, the safety clasp should be fully intact. The return costs are at your own expense.
Please use our return form for the return. In that case, you will be refunded your purchase price to your account within a few days. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any event, no fees will be charged for such refunds. Exceptions to the warranty include damage caused by falling, bumping or by the actions of third parties. The enclosed invoice serves as proof of warranty; keep it carefully. Without the invoice, it is impossible for us to verify that the product was purchased from us, so we cannot offer a warranty. Please note that ‘by HEMP’ does not process write-offs until your product has been shipped.
If you wish to cancel an order before this happens, please contact us as soon as possible.

Complaint service

If you are dissatisfied with our service, or have a complaint regarding for example our webshop, an employee, or a product delivered to you, please let us know. We value our customer service and your feedback is essential to improving our service even further. Please address them to klantenservice@byhemp.nl.

Product return

1. Pack the item in its original packaging, with any shipping box
2. Contents must be complete , undamaged, unopened and unused
3. Put the delivery receipt or invoice in the package
4. Please provide the package with the return address below
5. Deliver the package to the nearest post office

Return address

By HEMP distribution South Limburg de Stigt 2 6333 DJ Schimmert The Netherlands