Shipping, Payment and Cancellation

Where do you ship your products?

We ship our products to Switzerland and almost all European countries (France, United Kingdom, Spain, Italy,...)

Free delivery?

Shipping is free for all orders over 50€.

How does delivery work at The Swiss Hemp?

As soon as a parcel is handed over to our logistics partner, you will receive the tracking number with the delivery confirmation by email. This allows you to track the status of your parcel on the online portal.

Do you mention The Swiss Hemp or the contents on the package?

No, the name of the site and the contents of the package are not mentioned.

What is the delivery times?

Once your package is sent to our logistics partner, the delivery time will be:

Switzerland and Leichstenstein: 1 à 2 working days.

France, Germany, Austria, Luxembourg, Italy: 3 à 15 working days

Spain, Portugal, Ireland and other European countries: 5 à 18 working days.

My tracking is not working, is this normal?

When you receive a shipment confirmation email with the tracking number, and you click on it, it is possible that it is not yet active.

Tracking is always activated at the end of the day, while the carrier scans all the parcels.

So there is no need to worry!
If the tracking remains inactive for at least three days, please contact customer service at [email protected] for more information.

My package doesn't seem to be moving, what's going on?

Don't worry, it can happen that our carrier doesn't scan your package right away.

It may therefore take 3 to 5 working days for the parcel to move on. If, after this time, the parcel is still not moving, please contact us at [email protected].

My parcel is stuck or lost on the way, what should I do?

This can happen, don't worry. Just contact us via our contact form below:

https://support.theswisshemp.com/

Our customer service team will help you find a solution to get your parcel to you

Do I have to pay import duties and taxes?

It is possible that the Post Office will ask you to pay customs fees. We commit ourselves to reimburse you 100% of these fees in loyalty points upon presentation of a valid payment receipt.

How can I get a refund of the customs clearance fee + EU VAT?

You pay these costs when you receive your parcel or directly on the website of your post office. You send us a picture of the ticket or the payment confirmation by email, Facebook or through our contact form.

We credit 100% with these fees directly to your account, in loyalty points, which you can use as a discount on future orders.

How and when to pay customs clearance fees?

Once your package has arrived in your country, you will be asked to pay the customs clearance fees (usually between 4 and 10 euros). BE CAREFUL, there are scammers, so please follow our recommendations.

  • You should always keep track of your tracking number on the La Poste website.
  • IMPORTANT You may receive a payment request notification by email. 
  • Once the payment is made, your package will continue its course until it is delivered to you.

What are the steps to follow?

  • When the package arrives on French soil, you will receive an email from the post officePlease check your spam as it may arrive in this section. In this mail, you will have a link that sends you to the post office website, to pay the fees online (see picture below)

  • If you have not received this email, you can always go to the post office website, enter your tracking number, and you will be taken to your tracking page, with a button that offers you to pay the customs fees online.

  • Once the fees have been paid, you will receive an email confirmation of payment from the post office of the address:  [email protected] From that moment on, the parcel will be delivered to you in 1-2 days. You do not have to pay the postman for the delivery.

  • Please keep the PDF proof of payment you received, and send it to us so that we can reimburse 100% in loyalty points.
Will my items be delivered in one package?

In some cases, we can send your order in several packages. We will notify you in advance and send you the tracking numbers if there are several.

What payment methods are available?

We offer the following payment methods:

  • Credit cards (Visa, MasterCard, American Express).
  • Twints (only available in Switzerland).
  • Payment in cash on site.
What is the legal age to buy CBD?

You must be at least 18 years old to order products from our site.

Are online orders secure?

Your credit card number is directed to the payment servers, your payment is made directly in a secure environment without passing through the theswisshemp.comThis ensures that your credit card numbers are known only to our banking partner.

I received the wrong item, what should I do?

You then have three (3) working days to notify us of the error.

In the event of a shipping error for which we are responsible, we will offer compensation on a case-by-case basis.

Can I cancel/modify my order?

Yes, you can cancel/change your order if it has not been shipped.