Frequently Asked Questions

We endeavour to keep you fully informed about our service and products. You will find the most frequently asked questions listed below. If you do not see your question there, please use the contact form to ask it directly. Your question will then be answered as quickly as possible.

Product information

You can usually find information about products on the page for the relevant product. Scroll down on the product page to find detailed product information. Additional information, such as specifications, reviews, shipping restrictions and documents, can be found by clicking on the headings. Furthermore, our blogs provide additional information on all kinds of product-related topics. The blog page features a search function which enables you to easily find the topic for which you are looking. If after reading our product texts and blogs you are still unsure about anything, please get in touch with our customer service.

You can read detailed information about how a product works in each product description. If you still have questions after reading this, please ask our customer service about them.

Orders

After completion of payment, you will receive an email confirming all the details of your order.

You can choose to pay your order using several payment methods. You will find more information about the various payment methods on our ordering & paying information page.

We do not apply any minimum order amount. Orders under a certain amount will incur shipping costs though. This order amount differs for each country. You can find a summary of the shipping costs on the delivery times & shipping costs page.

A product can have 3 different statuses. The status determines whether a product is in stock and what options you have.

  • Directly available: product can be ordered and will be delivered as quickly as possible.
  • 1 week delivery time: product can be ordered but delivery will be subject to some delay.
  • Out of stock: product cannot be ordered at the time. You can leave your email address to be kept informed about delivery of the product, or you can contact us about a replacement product. You may also be advised that only a certain quantity of any product is in stock (in case of discontinued lines).

You can only change an order for which you have not yet paid. Once payment is made, the order is automatically sent through to our warehouse and packed. The order cannot then be changed.

If you have not yet paid for the order, you can cancel it. You can email customer service about this. However, any paid-for order has already been sent through to our warehouse and therefore can no longer be cancelled. You can though reject the order at your door or email customer service for a free-of-charge return label.

If your order has not arrived or is incomplete, then please contact our customer service viaemail, chat, phone or our app and we will resolve this for you as quickly as possible..

Payments

After completion of payment, you will receive an email confirming all the details of your order. In the case of a direct payment (e.g. iDeal or Bancontact), you receive an email confirmation immediately. In the case of an independent payment (e.g. bank transfer or sending cash), you will only receive the email confirmation once we have received the amount due for the order. You will then be kept informed about the status of your order by email.

If your order payment is not working, you should try a different payment method. You can always use the banking details below to make an (independent) bank transfer as payment for your order.

Bank details

Name: D.H.S. Services
IBAN/Bank account number: NL55INGB0008485075
Address: De Trompet 1715, 1967 DB, Heemskerk, Nederland
Bank Name: ING Bank Bank
Address: Bijlmerdreef 109, 1102 BW, Amsterdam, Nederland
BIC-code Bank: INGBNL2A
(Codes required for a European Bank Transfer could have a different name in your country. BIC code is sometimes called a Sort code or Swift code. If your banking software or interface requires 11 digits for the BIC code, you can use the following BIC code: INGBNL2AXXX)

No, you cannot pay for your order by Credit card or PayPal. Credit card companies demand a high fee for use of credit cards. This amount is deducted from the payment received by the shop. Rates used by credit card companies fluctuate around 10%. This amount is, of course, passed on by shops to their customers. We believe that this amount of commission is too high, especially when you compare it to a cost-free banking transaction. Furthermore, an online shop has to deal with fraudulent transactions. These are purchases made with stolen credit cards. The shop unknowingly sends the products to the fraudulent customer. In the end, the shop does not receive the payment and is often penalised by the credit card company. We prefer to avoid these costs also. Because we do not accept credit cards, we incur far fewer costs and we are the cheapest online web shop in Europe!

The banking details on our website and in our email are correct. If you are making a bank transfer in a country other than the Netherlands, make sure you choose a European or international bank transfer. If you are making an international bank transfer, you can use the following details:

Bank details

Name: D.H.S. Services
IBAN/Bank account number: NL55INGB0008485075
Address: De Trompet 1715, 1967 DB, Heemskerk, Nederland
Bank Name: ING Bank Bank
Address: Bijlmerdreef 109, 1102 BW, Amsterdam, Nederland
BIC-code Bank: INGBNL2A
(Codes required for a European Bank Transfer could have a different name in your country. BIC code is sometimes called a Sort code or Swift code. If your banking software or interface requires 11 digits for the BIC code, you can use the following BIC code: INGBNL2AXXX)

The payment will show as D.H.S. Services together with the order number. The payment is completely discreet and no product names are mentioned.

Shipments

Because we do not apply a minimum order amount, we are unable to send low-value orders free of charge unfortunately. For that reason, we add shipping costs The shipping costs differ for each country. For orders over a certain amount the shipping costs are waived and your order is sent free of charge. The amounts which qualify for free shipping also vary by country.

After you have place an order you will receive an email with a Track & Trace code which you can use to track your order. If you don’t receive the Track & Trace code in your email, you can always ask our customer service for the code.

No, there are no logos or pictures on the packaging. We only despatch items in blank envelopes and packages.

We send orders only within Europe. A detailed list of countries is shown below. In addition, there are shipping restrictions on some specific products because those products are not legal in the destination country. These shipping restrictions are indicated for the relevant products. The shipping restrictions are also validated in the shopping basket when you specify the destination for your order.

We despatch orders to the following European countries only:

Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

Deliveries

If your product was delivered damaged, you should contact our customer service by email. Send us photographs of the damaged products together with the order number so that we can send you a returns label with which to send the product back.

If you are not at home when delivery takes place, the courier will always try to deliver your order to the neighbours or take your order to a delivery point. You should always receive a card in the letter box telling you that the order has been delivered. If this was not the case, please contact us.

The courier will only deliver the order to a collection point if you are not home and there are also no neighbours home.

You can see whether your order will be delivered in a package or envelope in the tracking link you are sent by email. Do you have an LX tracking? In that case, it should fit through the letter box.

It is not possible to collect your order from us as we only have office premises. All our products are despatched from an external warehouse.

Guarantee, Repairs & Returns

Hygienic products are guaranteed but you cannot return the product if it has been used and works correctly. Hygienic products include vaporizers, water pipes, bongs and weed pipes. Has your used hygienic product gone wrong quickly? Then please contact our customer service. We will then try and find a solution together.

Some items can be exchanged. If you want to exchange an item, please contact our customer service. They will then determine whether it is possible to exchange the items you ordered.

If you email us we can provide you with a returns label. You are then able to return the product free of charge.

Send photographs of the item which is broken or damaged together with the order number to customer service by email or via the app. Our customer service will then be able to assist you.

You can try to do this but bear in mind that it will invalidate your guarantee.

Contact, About us & the Law

All of our products are completely legal and also tested. If a product does not conform to the strict requirements, it is immediately removed from the range. We monitor the law closely and will only ever sell legal products.

We sell only products for which the minimum required age is 18. For that reason, it is not possible to order products if you are aged 17 or younger. You can bypass this but you are committing an offence if you are a minor and claim to be 18 years old when ordering.

Yes, we can be contacted on WhatsApp for all your questions. You can find a direct link to our WhatsApp on our contact page.

We can be followed on social media. Would you like to stay informed about offers and special promotions? In that case, keep an eye on our Facebook page in particular.

No, we only have an online web shop.

 

Age-Gate EU

To be able to visit our webshop you have to confirm that you are 18 years or older


Yes, I am 18 years old No, I'm not 18 yet