Frequently Asked Questions about Orders

Orders & Payment

What payment methods do you accept?

We currently accept orders using the following methods:

Visa / Visa Electron
MasterCard / Maestro
Bank Wire Transfer
Cash on delivery
When available, you may opt for local pickup and pay with cash upon collection of your order.

Are card payments safe?

The short answer is Yes. During checkout you’ll be redirected to our banking partners who will directly handle your payment, we at CBD Alchemy are never aware of your card details.

Depending on your region, you will be redirected to either QuickPay or Viva Wallet, both European licensed payment processors, ensuring the highest certification standards: PSD2, PCI DSS Level 1 Compliance.

As a final step, your payment will be authenticated by your own bank via a unique code you’ll receive on your mobile (3D-Secure). As an added protection for your privacy, our website is fully encrypted via SSL 256-bits certificates.

My card payment failed, why?

To secure the transaction, your card must have 3D-Secure enabled, a system by which you’ll receive an authentication code on your phone to approve your transaction. If 3D-secure isn’t active on your card, you may contact your bank to activate it, or use one of our other payment options.
We can only process cards issued in Europe. Because of banking limits in the CBD market, we are unfortunately unable to accept Swedish cards at the moment. If you have a Swedish bank card, please use one of our other available payment options.
For additional information we recommend you contact your bank. For privacy reasons payment processors do not disclose additional information on failed transactions, your bank is the best positioned to provide you with additional information.

Why does payment by card require a code to complete the purchase?

Since 2020, 3D-Secure/SCA has been enabled on most payment circuits, a security service designed to protect consumers from fraud.
In practice, transactions have to be confirmed by means of a temporary code sent to the phone associated with the card, which prevents fraudsters from making transactions on the card without your knowledge.

If you do not receive this code and fail to complete the payment, you will probably have to activate the 3D-Secure system on your card and/or enable the purchase of all product categories online.
If you are unable to complete the purchase or activation, you can still complete your order via our other payment methods.

How can I pay by Bank Wire Transfer?

You will be offered the option during checkout. Our banking coordinates will be provided to you on the order confirmation page and by email. Should you need assistance, do not hesitate to contact us.

When paying via Bank Wire Transfer, please note that shipment of your order may be delayed 24-48 hours until payment has been received.

Can I pay with a Prepaid Bank Card?

Certainly, just enter the details as you would for a purchase with any other Credit Card.

Is it possible to pay with PayPal?

Unfortunately at the moment PayPal doesn’t service companies operating in the Cannabis and cannabis derivatives sector. We hope this will change in the near future and we will offer the option as soon as it becomes available. In the meantime we offer payments secured via a mandatory 3D-Secure check, which will authenticate your payment directly with your own bank. If you would rather not use your bank card, you can also opt for Wire Transfer.

Do you offer discounts?

We do! You may want to subscribe to our newsletter at the bottom of our website to get our latest deals. You’ll even get an instant discount as you subscribe!

Shipping

Which countries do you ship to?

We ship to all countries within the European Union. Our products being specifically made for the European market, we do not ship to other countries.

How much does shipping cost?

We provide free local shipping to Spain and Italy for orders above 50€. For smaller orders the shipping rate is 5.90€. For local rates to be applied, select your destination country in the website menu.

For International shipping to European destinations, free shipping is available on orders above 100€. For smaller orders, the following rates apply depending on the destination country:

Zone A: France, Germany, Portugal
Shipping Cost: 14.50€

Zone B: Austria, Belgium, Italy, Luxemburg, Netherlands
Shipping Cost: 16.50€

Zone C: Czech Republic, Denmark, Poland, Slovakia, Slovenia
Shipping Cost: 22.90€

Zone D: Bulgaria, Croatia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Romania, Sweden
Shipping Cost: 39.90€

Zone E: Cyprus, Malta
Shipping Cost: 45.50€

For a small number of remote locations (generally islands), shipping carriers may charge a higher rate which will be calculated during checkout.

How long does delivery take?

We ship all orders received before noon (12:00 pm) on the same day, or the next day otherwise. Orders placed during weekends or holidays will be shipped on the next Business Day. Once your order has been dispatched, your package will generally arrive within 1-2 Business Days for shipments to Spain. For remote locations (such as islands), it may take an additional day to reach your door. For shipments to other European countries, please allow up to 3-5 Business Days. If your order is delayed, please contact our customer service for assistance.

Do you provide discreet/anonymous package?

Although CBD Alchemy products are all legal, all orders are shipped in packages that guarantee your privacy. Only our company name (Pure Alchemy) appears on the package, there is no mention of our commercial name nor any other means to identify its content without opening it.

Do you provide tracking and how can I check the status of my package?

Once your order has been shipped, you will receive an email including your tracking number and a link to check its status with the carrier. Please note it may take a few hours after your order has been shipped for the tracking number to be functional.

The status of my shipment is "in storage", what does it mean?

This usually happens after the carrier attempted a first delivery which was unsuccessful (e.g due to the recipient being absent, wrong address, etc.). First we would recommend to make sure the shipping address provided when you placed your order is correct, then to contact the carrier to arrange a new delivery. Should you need help, our customer service will be happy to assist you!

Do you provide local pickup (Click & Collect)?

Local pickup is available in select locations. When available, you’ll be offered the option based on your address during checkout.

Can I order as a gift?

To order as a gift, input your billing details during checkout and check the box “Ship to a different address” to add the address of the person who will receive your gift. Our packages are anonymous and the invoice will be sent to you by email so the person receiving the package will not be aware of the cost.

Can I have my order sent to a mailbox address?

As all packages require the signature of the recipient, sending to a mailbox is not available.

Can I change the shipping address?

Yes, although in different ways depending on the current shipping status of your order:
a) You can change it anytime before the order is completed.
b) Immediately upon completion of your order, you may quickly contact our customer service.
c) If your order has already been dispatched, you will need to contact the carrier directly for instructions. You may get in touch with our customer service who will be able to assist you further.

Can I make a return?

Of course, here is what you need to know about returns. You may ask for a return within 14 days after you have received your order. To be eligible, the items you wish to return must be in their original condition: unused, unopened and in their original packaging.

If your package was damaged during transport please report it to the carrier and contact our customer service.

To make a return:

contact us by email to let us know the reason you would like to return a product and the type of return you would like to make: a replacement or refund. Please include your order details.
we will reply by email and provide you with instructions as to where and how to return your items.

When a problem with an order is the result of a mistake on our side, both the return and the new package will be provided to you free of charge. In other cases, the cost of the return to our warehouse is the responsibility of the purchaser.