Contact us
For a question about an order, open a request from your Club. No order? Write to us using the form.
- Channels
- Club Support and contact form
- Reply
- Usually within one working day
- Company
- OLAB, Montpellier
The right channel for your request
Club Support
Open a request from the Support tab of your Club. Ordered without an account? Create one with the same e-mail address: your orders will appear there.
Contact form
Write to us using the form further down this page.
B to B
Visit SPLIFF Factory, or send us a message using the form.
The most frequently asked questions
Before writing to us, check the answers below.
What are the delivery times?
Orders are dispatched the same day if they are confirmed before 12 noon (excluding bank holidays and weekends).
Delivery takes 48 h for France and 72 h for the rest of Europe (excluding bank holidays and weekends).
Please note: delivery times are given as an indication by the carriers and are only an estimate. Some deliveries may occasionally be delayed, for reasons beyond our control.
Good to know: the tracking stages can sometimes take a while to update. It is therefore normal not to receive every piece of information in real time.
If no stage is updated on the tracking for more than 5 days, open a request from the Support tab of your Club. Your parcel is probably stuck and will need our help.
How do I track my order?
You track your order from your Club, Orders tab: open my tracking.
Your tracking number was sent to you by e-mail once your order was confirmed. If you cannot find the tracking e-mail, please check your spam folder. If you still cannot find it, open a request from the Support tab of your Club.
You can also use the tracking number to follow your parcel on the carrier’s website.
What payment methods are accepted?
We currently accept payments via Apple Pay, Google Pay, CB, Visa, Mastercard, Maestro and Bancontact, as well as bank transfers.
How do I make a return?
Before making a return, please read the returns policy carefully.
To make your return, open a request from the Support tab of your Club, stating:
- the order number;
- the products you wish to return;
- the reason for your return.
How do I use a promo code?
You can use a promo code by entering it in the ‘promo code’ field in your basket.
How do I use my Cashback?
In your account, you have access to the ‘Cashback’ tab.
You will find the amount of cashback available in the top left-hand corner.
To use your cashback, click on the ‘Use my cashback’ button. Then choose the amount you wish to use and click on ‘Apply to basket’. A code will be generated and added to your basket. You can also find it in the coupon tab.
Write to us
This form is for questions that are not about an order. For an order, open a request from the Support tab of your Club. We usually reply within one working day.
