Shipping · Payment · Questions
FAQ
Shipping, payment and orders — all in one place. If your answer isn't here, drop us a line via the contact page.
Shipping
What are the shipping options and prices?
- Packeta — pick-up point or Z-BOX: €2.90
- Courier to your address: €4.50
Shipping is free on orders over €50.00.
How quickly will my order arrive?
We usually dispatch orders within 1–2 working days — for bank transfer, once the payment has arrived. Packeta delivery usually takes another 1–2 working days. When the parcel goes to the carrier, you'll get an email with a tracking number.
Is the packaging discreet?
Yes. We pack in neutral packaging with no logo and nothing whatsoever to show what's inside. Nobody saw a thing.
Payment
Which payment methods do you accept?
- Bank transfer — we email you the details (IBAN, amount, variable symbol) right after you order; we dispatch once the payment has arrived
- Cash on delivery — pay when you receive the parcel, fee €1.20
Online card payment is coming soon.
How long do I have to pay by bank transfer?
We hold your order for 7 days. After two days without payment we send a reminder with the payment details; if the payment doesn't arrive within 7 days, we cancel the order automatically and put the goods back on sale — and let you know by email.
Will I get an invoice?
Yes — with bank transfer you get a proforma invoice (a request for payment) right away and the final invoice once the payment has arrived. With cash on delivery, the final invoice is emailed to you once the parcel has been delivered and paid for.
Orders
Where can I check my order status?
On the Order statuspage — all you need is the order number (SMK-…) and the email you ordered with. You'll see the current status and parcel tracking. Signed-in customers have their order history in their account.
Can I change or cancel my order?
As long as the order hasn't been dispatched, yes — write to us at info@smouks.sk as soon as possible with your order number and we'll sort it out.
Which emails will I get along the way?
Order confirmation (with the payment details for bank transfer), confirmation that your payment has arrived, a dispatch email with a tracking number and, finally, delivery confirmation. A few days after delivery we'll send a single email asking for feedback — it's purely internal and never published.
Returns & complaints
Can I return goods?
Yes — within 14 days of receipt without giving a reason, with exceptions for goods in hygienic packaging once opened. You'll find the full procedure and the form under Withdrawal from contract.
How do I make a complaint?
Write to info@smouks.sk with your order number and a description of the defect — we'll handle the complaint within 30 days at the latest. Details in the Complaints Policy.
Products
What are the products intended for?
All products are intended exclusively for laboratory purposes and for further testing and observation. They are not intended for internal use or human consumption. Details in the Terms & Conditions.
Do you sell to anyone under 18?
No. The entire range is intended exclusively for persons over 18, and where in doubt we may ask for proof of age.
Are the products tested?
Yes — every batch goes through lab testing. We'll send the certificate of analysis (COA) for a batch on request at info@smouks.sk.
A product is sold out — will I know when it's back?
Yes — leave your email in the “Back-in-stock watchdog” field on the sold-out product's page and we'll send you a one-off alert as soon as it's back in stock.
Account & discounts
How do I get 5% off my first order?
Join the SMOUKS Club with the form in the footer — once you confirm your email, you'll get a single-use code for 5% off your first order.
Do I need an account?
No — you can check out as a guest. With an account, though, your details are pre-filled at checkout and your order history is in one place.
