Contact us
Do you have a question? We’ve got the answer 💡
Check the sections below before writing to us, it could save you precious time!
Payment
What methods of payment are accepted?
We currently accept payments via Apple Pay, Google Pay, CB, Visa, Mastercard, Maestro, Bancontact and bank transfers.
How do I pay for my order by bank transfer?
If you wish to pay by bank transfer, simply select ‘bank transfer’ at the checkout and click on ‘Place order now’. The order confirmation page will appear with the bank details you need to make your transfer. This information will also be sent to you by e-mail.
I paid by bank transfer but my order has not been confirmed...
Depending on the bank, lead times may vary. Delivery times are generally 1 or 2 days. If the order has not been confirmed after 5 days, there is probably a problem:
– Check that you have not received a refund on your account.
– Check that you have sent the transfer with the correct bank details.
– Check that you have entered your order number correctly in the reason for the transfer.
After these checks, send us a message using the form below.
Why was my payment refused?
For payment by card: 💳
– Check that you have sufficient funds.
– Check that your card is not blocked or suspended.
– Check your payment limits.
– A failed card payment may be due to a 3D Secure authentication failure, an error in entering card details or connection difficulties.
If your cards don’t work, you can try a bank transfer.
For payment by bank transfer: 🏦
The ‘international transfer’ option may not be activated by your bank. Please activate it and try again. If it still doesn’t work, send us a message using the form below and we’ll do everything we can to help you.
Do you offer payment in instalments?
This option is not currently available, but we are doing everything we can to offer you this solution as soon as possible.
Can I pay with PayPal?
Unfortunately, we are unable to offer PayPal as a payment method. This option is not authorised for companies selling CBD.
However, you can use PayPal to make a bank transfer.
Can I pay on delivery?
Payment on delivery is not possible for our products.
How can I obtain an invoice?
You can obtain a detailed invoice directly from your personal space. Go to ‘Orders’ and click on ‘View invoice’.
The invoice will be useful in the event of an inspection to prove the legality of your products.
Delivery
What are the delivery times?
Orders are dispatched the same day if validated before 1pm (excluding bank holidays and weekends).
Delivery times are 48 hours for France and 72 hours 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 be delayed beyond our control.
Good to know: The monitoring stages can sometimes take a long time to update. It is therefore normal not to receive all the information in real time.
If no stage is updated on the tracking system for more than 5 days, don’t hesitate to send us a message. Your parcel is probably stuck and will need our help.
How do I track my order?
You can track the status of your order by clicking here and entering your tracking number. Your tracking number has been emailed to you after your order has been confirmed. If you can’t find the tracking email, please check your spam folder. If you still cannot find it, please send us a message using the form below.
You can also use the tracking number to follow your parcel on the carrier’s website.
What are the delivery charges?
For Europe: 🇪🇺
Home delivery: €6.99 with DHL.
Collection point: €5.99 with DPD.
Free delivery for orders over €99 (excluding discounts).
For France: 🇫🇷
Home delivery: €4.99 with Colissimo 48h.
Collection point: €3.99 with Colissimo 48h.
Free delivery for orders over €99 (excluding discounts).
What countries do you deliver to?
SPLIFF products are delivered in France, Germany, Italy, Spain, Belgium, Luxembourg, Netherlands, Portugal, Austria, Poland, Lithuania, Estonia, Latvia, Ireland, Czech Republic, Hungary, Slovakia, Slovenia, Croatia, Romania and Bulgaria.
My order hasn't moved for several days. Is this normal?
The monitoring stages can sometimes take a long time to update. It is therefore normal not to receive all the information in real time.
If no step is updated on the tracker for more than 5 days, don’t hesitate to send us a message using the form below. Your parcel is probably blocked and we can open a claim with the carriers.
What happens if my parcel is returned to sender?
If your parcel is being returned by the sender, this means that the carrier was unable to deliver your order to the address indicated. Please send us a message using the form below so that we can determine the cause of the problem and offer you the most suitable solution.
What should I do if my parcel is marked as delivered but I haven't received it?
If the tracking of your parcel indicates that it has been delivered, but that you have not received it, please contact our customer service department using the form below. We will open an investigation with the carrier to determine the cause of this incident.
What happens if I'm not at home at the time of delivery?
If you are not at home at the time of delivery, the parcel will automatically be returned to the sender.
To avoid this inconvenience, please contact the carrier to change your delivery address.
You should also consider having your parcel delivered to your workplace if possible. The parcels have no logo and are sealed so that they are odourless. This solution will make it easier for you to collect your parcel.
What is the returns policy for SPLIFF products?
To access the returns policy page, simply click here.
How do I make a return?
Before making a return, please read the returns policy carefully.
To make your return, send a message in the form below by completing this information:
- Order number :
- Name :
- First name :
- Email address used for order :
- Telephone number used for order :
- Which products would you like to return :
- Why are you back :
How is reimbursement made?
There are several options available to you following a return :
- Reshipment of your order
- Refund of your order from your cashback balance
- Refund on your payment method.
Please do not hesitate to contact our customer service department using the form below to make your request for a refund.
Refunds are processed as soon as we receive the packages in our premises.
Can customs seize my parcel?
All our products comply with European regulations and the legislation in force in the countries to which we ship. Your parcel cannot therefore be seized by customs.
Order
Do I need an account to place an order?
The creation of an SPLIFF account is not compulsory in order to place an order.
Nevertheless, creating an account takes just a few seconds and gives you a number of advantages:
- Earning cashback
- Keep up to date with special offers and discounts
- Get an overview of your orders, change your addresses, download your invoices, etc…
It is therefore much more attractive for you to place orders with an SPLIFF account.
To create your account, click here.
Can I cancel my order?
Orders are processed quickly and it is not possible to cancel your order once it has been confirmed.
If your order is still awaiting confirmation, go to your space and click on ‘Cancel’ in your ‘Orders’ tab.
I can't pay for my order. What should I do?
If you are unable to pay for your order, please send us a message and we will do our best to find a solution as soon as possible.
SPLIFF account
How do I create my SPLIFF account?
To create your account, simply click here and enter your details in the ‘Register’ box. Once you’re done, click the ‘Register’ button. That’s it 🙂.
I've forgotten my password. How do I reset it?
If you have forgotten your password, click on ‘Forgotten password’. Enter your e-mail address or username and click on “Reset password”.
You will then receive an e-mail with a link inviting you to create a new password.
I want to create an account but my e-mail address is already in use.
If you try to log in but receive the message ‘this email address already exists’, you have probably already created an account with this email address.
To access it, reset your password by clicking on ‘Forgot your password’, then enter your e-mail address.
You will then receive an e-mail with a link inviting you to create a new password.
How do I change my e-mail address?
To change your e-mail address, go to your personal space and click on ‘Account’. In the ‘E-mail address’ section, enter your new address and click on the ‘Save changes’ button.
How do I delete my account?
Would you like to delete your SPLIFF account? Send a message using the form below and our team will delete your account and all your data.
Cashback
What is cashback?
Cashback is our loyalty programme that allows you to earn euros for every purchase you make on our site. You can then use your cashback to place orders on Spliff. A dedicated cashback area is available in your account, allowing you to view your balance, create codes or take actions to earn even more cashback.
What is the value of cashback?
You earn €1 in cashback for every €10 spent. For example, an order of €54 will generate €5 in cashback.
The cashback generated includes the amount excluding delivery. Example: An order of €91.99 including delivery at €6.99 gives an amount excluding delivery of €85. The cashback amount will therefore be €8.
How can I earn cashback?
As well as placing orders, there are other actions you can take to earn cashback:
- €2 per review posted (with photo)
- €1 welcome bonus on account creation
- €1 per Instagram follow
- €5 per person sponsored (€5 for the sponsored person)
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.
How long is my cashback valid?
Your cashback has no expiry date! So you can use it whenever you like ☺️.
What happens to my cashback if I return an order?
When an order is returned or refunded, the cashback used is credited to your account.
The euros you earned on this order will be deleted.
Can I combine a promotional code and cashback on an order?
Yes, you can combine cashback and discount codes on the same order.
I placed an order but didn't receive any cashback!
The cashback is added to your account as soon as the order is confirmed. If you paid by bank transfer, you will have to wait for the transfer to be received and then for your order to be confirmed before receiving your cashback.
Can I transfer my cashback to another account?
Yes! If you have placed orders with different email addresses, we can merge your accounts. This will bring together your different orders and your cashback.
You can make a request by filling in the form below. Indicate the e-mail address you wish to use and the one you wish to delete.
Why doesn't cashback apply to the basket?
Cashback does not apply to the basket if it has already been used for another order.
If this order is still awaiting payment or has a ‘payment error’ status, you can cancel it from your account in the ‘Orders’ tab.
Your cashback will be available again and you will be able to use it on a new order.
Promotions
How do I use a promotional code?
You can use a promotional code by entering it in the ‘promotional code’ field in your shopping cart.
Can I use several promo codes on one order?
Yes, you can combine your cashback codes and discount codes.
A message tells me that the promo code cannot be applied...
An error message telling you that a promo code cannot be applied is linked to one of the following reasons:
- You have already used this code with another order.
- The validity date of the code has passed.
How can I find out about promotions and good deals?
To keep up to date with SPLIFF promotions and special offers, simply subscribe to our Newsletter. Enter your e-mail address at the bottom of the page and click on ‘Subscribe’ (you can unsubscribe at any time).
Legislation
Are SPLIFF products legal to sell in my country?
We ensure that we comply with all local regulations and laws governing the sale of our products. Products that cannot be sold in your country are not offered on the site according to your location. Nevertheless, it is up to you to check twice (see terms and conditions of sale).
Do I have to be of age to order on SPLIFF?
Yes, you must be of legal age to order on SPLIFF. By accepting the general terms and conditions of sale when placing an order, you confirm that you are of legal age.
B to B
If you have any questions for professionals, visit SPLIFF Factory or send a message using the form below.
