Info and FAQ
Frequently asked questions:
Customer Service
For questions about products or suggestions, you can always contact us you will receive a response from our support team within 24 hours or use the contact form on our website.
How will my package be delivered
We ship all our orders with DHL, DPD, GLS prefer another transport method? send your question to
Packaging / Shipment
Depending on the weight and size of the products, your order will be discreetly shipped in an envelope or parcel.
Only your name address and a return address will be mentioned on the outside of your postal package.
We send items in blank envelopes and packages.
Delivery time & shipping costs
Parcels to the Netherlands and Belgium are delivered within 1-2 working days, provided they are in stock. For orders from €35, we charge no shipping costs (only for the Netherlands). For orders below €35, additional delivery costs will be charged. See the shipping costs in the overview for more details. All packages can be tracked with a track and trace system, which you will receive after the order has been processed and has left our warehouse. We do not ship products outside Europe. Your order will be sent to you only after we have received payment.
What happens to my package if I am not at home?
If you are not at home, the postman will leave a note in your letterbox. With this note you can collect the parcel from your post office. The parcel normally stays at the post office for 1-2 weeks. Please collect it on time. Fresh products sent by us and not collected at the post office or parcel shop and returned will not be refunded or replaced.
Can I track my parcel online?
If your order has been sent as a parcel, you can track it from about 12 hours after dispatch. The Track & Tracé link can be found in my 24high and/or will be sent to you by e-mail.
Countries
We only ship to the countries listed below. Some products may be considered illegal in your country. 24High cannot provide confidential information on the status, legal or illegal, of the product sold in other countries. The buyer of the product should make their own enquiries as to whether importation of the ordered product is legal and be responsible for complying with local laws and customs regulations.
- The above delivery and shipping times are indicative and for information only. During busy periods such as holidays, bad weather and public holidays, orders may be delayed. 24High will do its utmost to deliver your package as soon as possible.
NOTE RESPONSIBILITIES OF THE BUYER/CUSTOMER FROM ABROAD
All products sold by 24High are legal in the Netherlands. 24High cannot provide confidential information on the status, legal or illegal, of the product sold in other countries. The buyer of the product should make their own enquiries as to whether importation of the ordered product is legal and be responsible for complying with local laws and customs regulations. 24High cannot be held responsible for orders shipped on behalf of the buyer, if it turns out that the product is illegal in the country to which the order was shipped.
24High is therefore not responsible for any seizure and/or destruction of products by customs or other authorities in the country where the order was delivered or in countries passed during their shipment.
The responsibility lies with the buyer from the moment the order is placed.
Payment
- Below is a brief explanation of how to place an order with 24high
- You put your desired products in your shopping basket and click on "Checkout".
- Please note: The minimum order size is €15
- You will now be taken to the details page. If you have a login to the website, you can enter it here or continue as a guest.
- Enter your details and any discount code obtained
- Check the order and choose a payment method.
- You can pay for your order easily and securely via IDeal,Bitcoin,sofort, or Bancontact/MisterCash (Belgium). After the order is completed, you will be redirected to your own bank's website to complete the payment.
- After this, you will return to 24high.co.uk and receive your order confirmation by e-mail. This may sometimes end up in your spam or junk mail! To process payments, 24high.nl works with Pay.nl. This gives you as a customer the guarantee of safe processing of your payment and you do not have to leave any privacy-sensitive information on our webshop.
We will keep you informed about your order via email.
Payment methods :
Bitcoin:
Do not pay through an exchange. (Bitcoin trading platform). Such transfers come too late. Use a normal mobile or online wallet. Transactions must be paid within 15 minutes, otherwise the transaction cannot be processed.
Do not set a lower fee yourself, Wallets apply a standard transaction fee intended for computers (miners) that use capacity for the global bitcoin network. This is at most a few cents. Transactions with too low or no fee are usually delayed. For a successful bitcoin payment, you should use the standard fee.
FEE OF THE GROWKIT:
If the growkit does not work then it may be eligible for warranty from the manufacturer and we can initiate the reimbursement process. This can easily be done by sending an email to our customer service support@24High.nl with a picture of the set-up/ growkit along with a clear explanation of what you have done up to the day of the complaint to grow the grow kit.
Returns:
1: Cancel
Orders that have not yet been paid do not need to be cancelled. If you wish to cancel an order that you have already paid for, please contact customer service as soon as possible by email: support@24high.nl. Cancelling an order is free of charge as long as it has not been shipped.
2: Damaged items
We always do our utmost to ensure the quality of our products and pack and ship them well. Should it still happen that a parcel arrives broken or damaged, please send an e-mail to customer service within 7 days support@24high.nl
Please include the order number in the email and attach a photo showing the damage clearly we will contact you as soon as possible.
3:Cooling off period
If you are not satisfied with one or more of our products, you have the right to return them within 14 days of receipt without giving reasons. You can return the products during this cooling-off period by enclosing a notice indicating your wish to cancel; prior notification of the return is not required. However, to process your return, we ask you to fill in the 24high return form completely and carefully and send it to our return address. For questions, please contact us directly via email: support@24high.nl
4:Warranty
Should the product you receive become defective during the warranty period for reasons beyond your control, you can return it to us. We will then try to repair it for you, or if that is not possible, replace it and/or offer it to the supplier/factory.
Warranty policy:
Any product you purchase from us is subject to the standard statutory warranty period. This means that an item must meet what you can reasonably expect from it. Our warranty terms are designed to ensure your complete satisfaction with our products. If a manufacturer's warranty applies to a product, we clearly state this on the relevant product page. In the United Kingdom, a mandatory statutory warranty period of at least 2 years applies. Should you have any questions about the manufacturer's warranty, our customer service team is always ready to support you. This guarantee does not affect your statutory rights.
If you have specific questions about the warranty of a particular product, please do not hesitate to contact our support team at: support@24high.nl
Complaint procedure:
If you have a complaint about our products or our service, please contact us using the contact form. You will receive a substantive response from us within 14 days of receiving your complaint. If you do not agree with the solution or we do not reach a solution together? Then you can submit your complaint to the Dispute Commission via the European ODR Platform ( https://ec.europa.eu/consumers/odr/ ).
Review policy:
At 24high, we highly value our customers' opinions and feedback. Our review policy is designed to provide transparency on how we collect, verify and publish reviews. Below are answers to some frequently asked questions about our review process.
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Who can leave a review? Only verified customers who have made a purchase from 24high can leave a review. This ensures that all reviews come from customers who have actual experience with our products and services.
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How is authenticity guaranteed? We work with Feedback Company, an independent review provider, to ensure the authenticity of every review posted. This means that each review is checked for authenticity and corresponds to an actual purchase.
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Are both positive and negative reviews posted on your website? Yes, we publish both positive and negative reviews. We believe in transparency and the importance of honest feedback to inform other customers and improve our services.
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Are paid reviews posted on your website? No, we do not post paid reviews. All reviews are based on the actual experiences of our customers.
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Within what time frame are reviews checked and posted on your website? Reviews are usually checked and published within 48 hours of submission, with each review evaluated to ensure it meets our guidelines.
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In what cases will a review not be posted? A review will not be posted if it contains inappropriate language, third-party personal information, irrelevant comments, or if it is not possible to verify the authenticity of the review. Reviews considered spam will also be rejected.
We are committed to maintaining a fair and transparent review process that provides our customers with valuable information and helps us to continuously improve our services.
More information about the Feedback review process can be found at Feedbackcompany.
Right of withdrawal form
