Frequently Asked Questions

Latest news: 

• 29-04-2022: 
  Account registration
  Please be noted that creating a personal account is only possible while using the check-out. 
  So, if you purchase some items, you can register for a personal account at that moment. 
  Due to high amounts of fake accounts, we are forced to block the regular registration form. 
  
  
  

Frequently Asked Questions (last update 04-2022)

1.) How can I pay? 
2.) Is my order discretely packed? 
3.) Are your products legal? 
4.) How long will it take for my package to arrive? 
5.) What if my order is damaged upon arrival/has gone missing? 
6.) What must I do when I lost my password or other information?
7.) When does my order expire?
8.) I am a foreign customer and this is my first order. How does it work?
9.) Why are shipping costs €4,95 within the Netherlands and €7,95 for other countries?
10.) Why are some products only available as a whole box or display?
11.) To which countries do you ship**?
12.) I am not getting discount on shipping costs, why?
13.) I am not getting discount on coupon codes, why?

1.) How can I pay? 

Customers may choose to pay by money transfer, iDeal (only within The Netherlands with a Dutch bank account) or rembours (pay upon delivery) (only within the Netherlands).
 
- Bank Transfer (free)
- iDEAL (free service at grasscompany.com, only possible within the Netherlands)
- Sending CASH money.

If you live outside the Netherlands you can only pay by Bank Transfer or by sending Ca$h in an envelope.

> Bank Transfer (IBAN) 

Once you placed an order you will receive a confirmation with payment details in your email.
You will have to use an IBAN and BIC code to make a banktransfer. 

Name of account holder: Webshop The Grass Company
Adress: Valkenjachtstraat 17-19
5042 WH Tilburg
Nederland / The Netherlands

Bank: ING Bank

IBAN: NL16INGB0002032076
BIC / Swift Code: INGBNL2A

To find out your own IBAN and BIC code please check your bank's website or paper statement.
Attention! Please do not forget to mention your ordernumber when transferring money!

> iDeal:

Using iDeal is only possible with a Dutch bank account:

Dutch Banks who use iDEAL are:

• ABN AMRO
• ASN Bank
• bunq
• ING
• Knab
• Moneyou
• Rabobank
• RegioBank
• Revolut
• SNS
• Svenska Handelsbanken
• Triodos Bank
• Van Lanschot

> Sending Ca$h:

OK. That is really old school! Back to the nineties, but that is cool, right? ;-)
Only sent bills! Do not sent coins. You will get change. 
Please hide your bills between some other papers if you sent us an envelope.
Do not forget to write down your name and ordernumber!

Grasscompany.com
Valkenjachtstraat 17-19
5042 WH Tilburg
Nederland / The Netherlands

2.) Is my order discretely packed? 

All packages are sent in plain boxes.
We do not place logo's or contents on packaging material. 

3.) Are your products legal? 

All products are legal within The Netherlands.
The following countries may experience difficulties:

• Brasil
• Indonesia
• Iraq
• Iran
• China
• Russia
• Belarus
• Bulgaria
• Czech Republic
• Hungary
• Poland
• Moldova
• Romania
• Russia
• Slovakia
• Ukraine

We recommend that you check your local laws before placing an order, as grasscompany.com will not accept any responsibility for confiscated items.
Orders placed from one of the above mentioned countries will be at your own risk.

SEEDS

Seeds can be shipped to all EU countries and  Switzerland, except Germany, Letland, Luxemburg, Romania and Sweden.

To avoid legal problems for our customers, we ONLY ship SEEDS to Belgium, France and the Netherlands.

4.) How long will it take for my package to arrive?

Orders will only be processed after we received the full payment. Once your order has been checked, your order will be sent the same or next working day.
Please read our shipment details for further information and estimated arrival times.
Please keep in mind bank transfers from country to country might take a few days.

5.) What if my order is damaged upon arrival / gone missing?

All packages are shipped with full insurance. If, for some reason your package arrives damaged or has gone missing, you must contact us as soon as possible by phone or e-mail.
Phone: +31 (0) 13 82 00 899
Email: info@grasscompany.com 

6.) What can I do when I lost my password or other information?

You can easily reset your password. Follow instructions on this page.

7.) When does my order expire?

If your payment has not been made within 14 days we assume you do not want your order anymore and your order will expire.

8.) I am a foreign customer and this is my first order. How does it work?

• Just shop around and fill your shopping cart!
• If you are finished filling your cart, please fill in all  the asked information carefully.
• Be sure to be clear about: ‘Shipment: to which country’.
• Be sure to fill in your name, family name, Email, adress, zip code, city.
• Confirm country again.
• Agree with our terms.
• Choose payment method.
• Await your confirmation email and make your money transfer. Do not forget to mention your ordernumber.

9.) Why are shipping costs €4,95 within the Netherlands and €7,95 for other countries?

As a Dutch based country, sending within the Netherlands is less expensive than sending to foreign countries.
We always send packages, because they are traceable. Sending a package is a bit more expensive than sending an envelope.

Ofcourse 
You pay the minimal amount for a package sending, which is €4,95 within The Netherlands and €7,95 to foreign countries.
Actually, we pay more than you do. 

10.) Why are some products only available as a whole box or display?

Unfortunatly we cannot sell all items a piece. Most of our items are sold a piece, but some are only available on a display.
This is due to logistic reasons. We are always improving logistics and we aim to be able to offer all items a piece.  

11.) To which countries do you ship**?

Due to law and customs we only ship to PostNL EU 1 Zone countries.

These are:

• Austria
• Belgium
• Denmark
• France
• Germany
• Italy
• Luxembourg
• Monaco
• Spain
• Sweden
• The Netherlands

**United Kingdom (The BREXIT forced us to stop shipping to the UK after 28-01-2021. Sorry folks, we really regret this matter.)** 

12.) I am not getting discount on shipping costs, why?

The discount on the shipping costs does not apply to tobacco products due to taxes and regulations!

To get discount on shipping costs please order for an amount higher than € 29,95 (within The Netherlands), € 49,95 (BE) or € 69,95 (EU) of NON-tobacco products. 

 

13.) I am not getting discount on coupon codes, why?

The discount on the shipping costs or coupon codes does not apply to tobacco due to taxes and regulations!
Please note discount by coupon codes only apply to NON-tobacco and NON e-smoking products.