frequently asked Questions
On our FAQ page you will find the answers to the most frequently asked questions, summarized at a glance. If your question is not answered here, our customer service team will be happy to help you by phone or email at any time.
Order
How can I order from BioCBD?
At BioCBD you can order via our online shop, by email or by phone.
How can I see my previous orders?
To view your orders with us, you need a customer account.
Do I have to create a customer account to place an order?
You don't need a customer account to order from BioCBD. A customer account with us is voluntary, but offers you additional benefits. You don't have to enter any address details, etc. You can also view past orders at any time.
What do I do if the item I want is sold out?
If your desired item is sold out, you have the option of entering your email address in the field that you would normally use to add the product to your shopping cart. As soon as the item is available again, you will receive a notification.
Can I change or cancel an order?
We ship our products as quickly as possible. Send us an email to service@hempamed.de or call us on +49 (0) 89 412 09494 . If your shipment has not yet been sent, we can change or cancel your order.
What can I do if I entered the wrong address when ordering?
Please contact our customer service immediately. If the package has already been handed over to our shipping partner, please contact them.
How do I receive my invoice?
Your invoice will be sent to you by email when the package leaves the warehouse. If desired, it can also be sent by post.
pay
What payment options are there?
For purchases in Germany we offer payment by credit card (Visa, MasterCard), advance payment and purchase on account.
How can I pay an outstanding invoice (purchase on account)?
If you purchase on account, we will send you an invoice by email after you have placed your order in our online shop. This email contains all the information you need to fill out a transfer form. Please make sure that the intended purpose is filled out correctly so that we can correctly allocate your payment.
Vouchers
How can I redeem vouchers?
You can easily enter your voucher/discount code during checkout. There is a designated input field for this, which you must confirm by clicking on "Apply". If the code is valid, the discount will be added automatically. If it is invalid, you will see a red note.
My voucher code doesn't work, what could be the reason?
This may be because the voucher has already been used for a previous order and has therefore already been used up. But the voucher may also be tied to a condition, such as a specific product or a minimum order value.
Can I have my voucher subsequently deducted from an existing order?
Orders that have already been placed cannot be edited. Redeem your voucher on your next order or contact our customer service.
Can I cash out a voucher?
Unfortunately that is not possible.
Shipping & Delivery
How long does delivery take?
Shipping usually takes 3-4 working days in Germany, depending on your location. You can find more information here .
How much are the shipping costs?
Shipping within Germany is free. You can find further information here .
What do I do if I haven't received my order?
If you have not received your order within the delivery time specified by us, please contact our customer service .
Which shipping service provider will send my package?
We send all packages with DHL GoGreen.
What do I do if the delivery is incorrect?
In case of an incorrect delivery, please contact our customer service.
Where can I see my shipment status?
As soon as we have handed over your package to our shipping partner, you will receive an email from us with a tracking number.
To which countries is shipping possible?
You can find an overview here .
return
How does the 30 day money back guarantee work?
You can find all information about our 30-day money-back guarantee here .
How do I exchange defective or damaged products?
Please contact our customer service .
How do I get a return label?
You can get a link to create a free return slip from our customer service.
When will I get my money back?
You will receive your money back via the same payment method within 21 days of receipt of the return.
Contact
Do you have any suggestions for improvement for us?
If you have any suggestions for improvement, please send us an email to info@biocbd.de.
Do you have any product requests or suggestions?
If you have any product requests, please send us an email to info@hempamed.de.