Help centre

Browse common questions by topic, or search the answers below.

Delivery and tracking

Where can I see delivery options for my order?

Enter your delivery address at checkout to see the methods, prices, and estimated delivery times available for your destination. The checkout details are current for your order.

Shipping information

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How do I track my order?

Tracking information is sent by email when the order is dispatched. If you need help, contact customer service.

Shipping information

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How is my order packaged?

Orders are packed discreetly in unmarked boxes, as described on the shipping information page.

Shipping information

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How do I check whether delivery is available to my country?

Select your destination on the shipping information page, then enter your delivery address at checkout to confirm the available options.

Shipping information

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Orders and payments

What should I check before placing an order?

Review the product type, size, ingredients, cannabinoid information, available certificates, delivery country, and cart details before checkout.

Before placing an order

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Which payment methods are available?

Available methods can vary by country, currency, order value, and checkout checks. Any methods offered for your order are shown at checkout.

Payment methods

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What should I do if my payment fails?

Try another payment method shown at checkout where available. For payment or order-status help, contact customer service.

Payment methods

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Can I cancel my order?

Contact customer service before dispatch; cancellation depends on the processing stage and the policy, including any applicable fee. After dispatch, follow the return process.

Return and replacement policy

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Returns and refunds

How long do I have to withdraw from a purchase?

The published return policy gives a 14-calendar-day withdrawal period from receipt. Follow the policy’s contact and return steps.

Return and replacement policy

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How do I start a return?

Contact customer service with your order number and the items you want to return. A return authorization or specific instructions may be required.

Return and replacement policy

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When is a refund processed?

Once the policy conditions for reimbursement are met, processing can take up to 10 business days; your bank or payment provider may take longer to display funds.

Return and replacement policy

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What should I do if an item is damaged, wrong, missing, expired, or faulty?

Contact customer service as soon as reasonably possible; report wrong or missing items within 7 days and include the order number and relevant photos. Keep the outer packaging and packing materials until the case is resolved. Send photos by replying to our team’s email.

Return and replacement policy

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Choosing a product

How do I compare products before ordering?

Compare product format, size, listed cannabinoids, ingredients, and other product-specific information on the product page.

Before placing an order

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Where can I check ingredients?

Review the ingredient list on the product page, especially if you have preferences or sensitivities.

Before placing an order

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Where can I find product certificates?

Check the product page and the quality-report library for available certificates. The library includes examples; use a product QR code or product-page report link for batch-specific evidence when available.

Quality reports

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What should I check for an international order?

Review the delivery information and the requirements that apply in your location before ordering. Local rules can vary by country and product category.

Before placing an order

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Storage and product care

Where should I store CBD oil?

Keep it in a cool, dry, dark place away from heat, light, and moisture. Follow the storage information on the product label.

How to store CBD oil

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How do I check shelf life?

Check the expiry information on the label and use the product within that period. The storage page also describes signs that a product may no longer be at its best.

How to store CBD oil

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What changes may indicate a product is no longer at its best?

The published storage guidance points to changes in colour, smell, or texture. If you notice changes, review the product information or contact customer service.

How to store CBD oil

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Where can I find product-specific handling instructions?

Follow the intended-use and handling instructions on the product label or product page. Contact customer service if anything is unclear.

Customer service

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Quality and testing

What information is on a product batch label?

The quality-control page says product labels can show the production batch, expiry date, and declared CBD and THC content.

Quality control

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Are lab reports available?

The quality-report library contains example Certificates of Analysis for selected formulas. For batch-specific evidence, use the product QR code or product-page report link when available.

Quality reports

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How are products tested?

The quality-control page describes internal and external testing in Swiss laboratories, including cannabinoid and contaminant analyses. Review the page for the published scope.

Quality control

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Where can I read about production certifications?

See the GMP and ISO certifications page for the published certification information and documents.

GMP and ISO certifications

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Account, privacy and newsletter

Where can I read the privacy policy?

The privacy policy explains how information is collected, used, protected, and disclosed on the site.

Privacy policy

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Where can I sign up for the newsletter?

Visit the newsletter page to read the current sign-up information and communication options.

Newsletter

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Where can I ask for help with my account or order?

Use customer service for account or order questions; the team can direct the request to the appropriate support route.

Customer service

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Business partnerships

How can a business ask about wholesale?

Start with the wholesale page to review the available business-to-business route and submit an enquiry.

CBD wholesale

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Where can I learn about private label?

The private-label page explains the route for developing a branded product range with Formula Swiss. Use its enquiry path for current requirements.

Private label

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What does the dropshipping programme cover?

The published programme describes manual and automated options, fulfilment support, and technical requirements. Review the programme details before applying.

Dropshipping programmes

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How can creators or affiliates apply?

Use the affiliate programme page for partner enquiries; creators can also review the influencer programme route.

Affiliate programme Influencer programme

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