Shipping & Returns
Where we ship
We ship from within the European Union to all 27 EU countries. Because parcels stay inside the EU, there are no customs checks or import duties.
Dispatch and delivery
- Dispatch: within 1–2 business days after your payment is confirmed.
- Tracking: every parcel is tracked. You receive the tracking number by email as soon as your order ships.
- Carriers: we use tracked services from major carriers such as DHL, DPD, GLS or UPS.
- Packaging: discreet, with no product names on the outside of the parcel.
Delivery time after dispatch depends on the destination and the carrier, usually a few business days within the EU.
Shipping costs
- €21.99 flat rate per order.
- Free shipping on orders of €459.99 or more.
The exact cost is shown at checkout before you pay. The minimum order value is €100.
Lost or damaged parcels
If your parcel has not arrived 10 business days after dispatch, or arrives damaged, email us at [email protected] with your order number and, for damage, a photo of the parcel and its contents. Once the carrier confirms the loss or we have checked the damage, we send a replacement or refund the affected products.
Wrong or defective products
If you received a product different from what you ordered, or a product that is defective, contact us within 14 days of delivery. Include your order number, a description of the problem, photos and the batch number printed on the product. Depending on the case we will:
- send the correct or a replacement product, or
- refund the affected products.
We may ask you to return the product so we can check it; in that case we pay the return shipping. Refunds are made through the original payment method where possible, otherwise to an account or crypto address you indicate.
What we cannot accept
Our products are sealed, temperature-sensitive research compounds. Once a product has left our control we cannot verify how it has been stored, so we cannot accept returns of opened or unsealed products, or returns for a change of mind. Shipping costs are refunded only when the problem is our error.
This policy does not limit any rights you have under the mandatory consumer protection law of your country.
Cancelling an order
If you want to cancel an order before it ships, email us as soon as possible. If it has not been dispatched yet, we cancel it and refund you in full.