1) Will my order be shipped discreetly?
Rest assured that our product packaging is potentially the most discreet in the industry. All orders are shipped in secure cardboard boxes, with absolutely no references to hemp or CBD on the packaging. All products including hemp flower are shipped completely smell proof, in heat sealed zip locked mylar bags. We also have full permission to ship all of our products via our chosen courier network, so you can buy with total peace of mind. For more details with reference to shipping, please click here.
2) Why don't you ship your with "Royal Mail 1st Class Signed For Large Letter", it only costs £2.94?
Unfortunately, we've had really bad experiences shipping high volume with "Royal Mail 1st Class Signed For" in the past. Not only this, we don't ship as "large letters" in bubble wrapped envelopes for a very good reason; as this is not discreet packaging. You can easily feel the product inside the envelope and smells can often leak.
Integrity and privacy is of the highest priority, so we dispatch all orders in cardboard boxes, packed with bubbled wrap to maintain the product in transit, completely smell proof and further more wrapped in more recycled plastic for the utmost discretion. "Royal Mail 1st Class Signed For" is not a tracked service, neither does Royal Mail permit CBD hemp flower to be shipped via their network. This is a major concern for high volume shipping.
The good news is that with our DPD partnership we have full permission to ship our products via the DPD network. All shipments with DPD are fully tracked and customers will be provided with a 1 hour time slot for delivery as well as a dedicated customer service telephone line 6 days a week should any issues or queries arise. Many other options are provided for delivery and you can track your order in real time using the DPD app. So, with full permission and a greater level of service, this offers the customer and us total peace of mind that your order will arrive on time in perfect condition with DPD. Of course, no courier service is 100% perfect, so if you get any problems with delivery please don't hesitate to get in touch and we will look to resolve any issue as quickly as possible.
3) I have placed an international order, what happens if my order is seized by customs?
Although we are more than happy to ship to European countries, we ask all customers to check with their local governing authorities before placing an order. HempHash does not accept financial responsibility for import tax or for orders which are subsequently lost in transit overseas or for orders which are held by customs. We do however treat each individual situation on a case by case basis and will review every scenario.
4) What is the cut of time for same day shipping?
We ship Monday to Friday and sometimes on weekends. Usually, under normal circumstances any order placed by 1pm weekdays would be shipped the same working day. However, as with many online retailers, we've had to make some significant changes to our normal operational capacity to stay safe. For this reason fulfilment time may take a little longer than usual. We will endeavour to ship any order placed by 1pm weekdays within 24 hours or the next working day. Thank you for your understanding and patience in this time of difficulty. Please see "shipping policy" for more details.
5) Is CBD hemp flower <0.2% THC legal?
The answer is no, unless it fits the criteria of an “exempted product by definition of regulation 2 of the MDR 2001”. To legally fit the criteria of an exempted product; all CBD hemp flowers must meet 3 limbs: (a) the preparation or other product is not designed for administration of the controlled drug to a human being or animal; (b) the controlled drug in any component part is packaged in such a form, or in combination with other active or inert substances in such a manner, that it cannot be recovered by readily applicable means or in a yield which constitutes a risk to health; and (c) no one component part of the product or preparation contains more than one milligram of the controlled drug. We are absolutely confident that our products fit this criteria.
6) All CBD hemp flowers contain trace levels of THC-A, is this legal?
Good question! THC-A in its pure form is not a controlled substance, neither is it psychoactive. However, according to the “Cannabis and Drugs Factsheet” THC-A is treated with a presumptive caution that by virtue it will readily degrade into THC via heat or ingestion. The UK government states; “However, it is understood that THC-A readily degrades both naturally, and with a catalyst or environmental change (e.g. ingestion) to THC which is a Schedule 1 controlled cannabinoid. Against this background, the presumption is similarly one of caution, namely that THC-A will become a controlled substance by virtue of its degradation".
Trace levels of the non-controlled cannabinoid THC-A are legally not a problem as all CBD hemp flower and organic CBD hemp hash products are retailed as “not intended to heat or consume by a human or animal” to lawfully meet limb (a) of the “exempted product criteria by definition of regulation 2 of the MDR 2001” (please see question 5) therefore THC-A will not degrade into a controlled cannabinoid, albeit, even in trace levels. Even if heated, trace levels of THC-A would decarboxylate into non-detectable amounts. It's also worth noting that none of our hemp flower/hash products contain negligible to non detectable levels of the controlled cannabinoid THC (delta 9). Therefore, ALL of our finished packaged products absolutely contain less than 1mg of a controlled cannabinoid, namely THC (9) and remain completely lawful according to the exempted product criteria.
7) I paid for “DPD Express” delivery on Thursday afternoon, and my order was shipped on Friday - why is my order not being delivered until Monday?
We understand your frustration. Unfortunately, "DPD Express" is a weekday service and even though DPD often deliver "DPD Express" on Saturdays, there's no guarantee unfortunately. However, even if DPD have emailed you on Friday to state delivery on Monday, don't loose hope as there's still a good chance that your local depot will deliver on Saturday, however as previously mentioned "DPD Express" is a weekday service so unfortunately delivery is not guaranteed until Monday.
8) Why don't you use Royal Mail?
Fortunately, we have full written permission to ship all of our CBD products via the DPD network. Please understand that Royal Mail do not permit hemp flower products to be shipped via their network. We've encountered some serious problems with shipping high volume with Royal Mail in the passed.
9) Why is shipping more expensive for remote UK areas?
Unfortunately, DPD do charge a small premium to deliver fully tracked consignments to remote UK areas such as Scottish Highlands, UK Islands and Northern Ireland. Due to COVID-19; to prevent staff making unnecessary journeys to local public post offices and due to the fact that we are operating at half the capacity as usual we have decided to stop shipping via "Royal Mail Special Delivery" for the foreseeable future to ensure that we honour social distancing for our members of staff. All orders are now shipped via “DPD Express” or “DPD Two Day”, depending where you are located. DPD collect from us on a daily basis which is a lot safer than standing in ques where the COVID-19 virus can easily spread. Thank you for your understanding
10) What post codes qualify as Scottish Highlands and Scottish Islands?
Scottish Highlands: AB36-38, AB41-46, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
11) I’m not happy with the product and service provided, who do I contact?
We’re very sorry to hear this. We take customer service very seriously, it’s extremely important to us that we meet your expectations. Please contact firstname.lastname@example.org at your earliest convenience. We endeavour to answer emails within 4 - 5 hours during normal work hours, please be patient as we will get back to you as soon as we can.
12) Who do I contact to discuss my shipment?
As per shipping policy; If you have any queries about your shipment once it is in the DPD network then please contact the dedicated DPD customer service telephone number on 0121 275 0500 and provide the DPD customer service representative with your tracking number.