FAQs

FREE delivery for 12-packs offer. Delivery charge for other CBD products is £1/€1 per pack. Orders are shipped from EU. UK and Switzerland customers are required to pay any custom charges/ duties.

12-Packs

  • Can I return 12-packs? 

You can return our 12-packs CBD offer for a full refund up to 15 days after receiving the 12 packs.

  • Will I be refunded if I return some of the CBD 12-packs after the 15-days return period?

No. If you unsure whether 12-packs CBD delivered in a single shipment is right for you, select a discounted bundle or single pack instead.

Our 12-packs CBD offer gives you the best value in line with our Fair Pricing policy. The discount and free delivery is only offered on the understanding that you agree to the upfront payment for the 12 packs. If you return some of the CBD packs, the discount has already applied. We are unable to calculate a refund for unused packs nor will a refund always cover the discount already given. 

Delivery

  • Do UK and Switzerland customer pay custom duties/ charges?

Yes. We ship your order from the EU. UK & Switzerland customers are required to pay any custom charges/ duties. Unfortunately, we cannot assist with payment or clearing customs for any order. 

  • Do you deliver globally?

We currently only deliver to the EU, UK and Switzerland.

  • Do you offer free delivery?

Yes, our 12-packs offer comes with free delivery. All 12 packs are delivered in a single shipment.

  • How much is paid delivery?

£1/ €1 per pack/ item for all CBD products.

  • How long will my order take to deliver?

For delivery times please see here. Orders are typically shipped as standard letters. Multiple packs may occasionally be shipped in separate standard letters. Larger orders may be shipped as packages.

  • What countries do you deliver to?

Mainland UK, Switzerland and continental addresses for all EU member states - Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Goods are shipped from the EU. UK & Switzerland customers pay any custom charges/ duties.

Unfortunately, delivery to island addresses is dependent on carrier availability and we cannot always guarantee island delivery.

  • Can I change the delivery address on an order?

Unfortunately, the delivery address on an order cannot be changed once the order is placed.

  • My order has been returned to sender. What happens now?

If your order is returned to our warehouse as "undelivered" it will be cancelled and returned to stock. This applies to all orders including any order where the delivery address is incomplete or invalid. Unfortunately, we cannot re-ship or offer a refund for an order that has not been claimed or incorrectly addressed.

  • Can I order from outside the UK, EU or Switzerland?

No, currently we only offer delivery to mainland UK, continental EU and Switzerland addresses. 

  • Do you deliver to islands and remote areas?

We try to deliver to as many islands and remote areas as possible however we cannot deliver to all addresses. Please see addresses where deliver exceptions may arises here.

  • What happens if my free delivery fails?

O-Hits can only provide one free delivery attempt for the CBD 12-packs offer. Reasons when a free delivery will be considered failed/ not retried include the customer: 

  • refusing to accept the CBD 12-packs at the specified delivery address,
  • failing to pick up the CBD 12-packs within the time specified by a carrier/ delivery provider,
  • providing an inaccurate or outdated delivery address, and/ or
  • providing a delivery address that is restricted or inaccessible to a carrier/ delivery provider.

Notifications

  • Will I be notified that my order has been received?

Yes, you will be sent an email notification.

  • Will I be notified that my order has been dispatched?

Yes, you will be sent an email notification once your order is dispatched. This is also the confirmation that O-Hits has accepted and is processing your order. 

  • Will I be notified that my refund has been made if I return a product?

Yes, and we try to process returns and issue refunds as quickly as possible. 

Ordering

  • Do I need to create an account to order?

No, you can checkout as a guest if this is more convenient.

  • At what stage is the cost of the order charged against my card?

Your payment will be taken at the point of purchase when you pay at checkout. Depending on the payment option you select, your card may be charged after the point of purchase. 

  • Can I change my order?

Unfortunately, an order cannot be changed once payment is made. You can however return an order, or place a new order if you wish to add to your original order.

Payment

  • What payment methods can I use?

To ensure quick, effective and safe payments we offer our customers Pay By Bank also known as account-to-account or bank-to-bank.

  • How does Pay By Bank work?

You pay O-Hits directly from your bank account without needing a card. At checkout, you can either choose to stay on your desktop device to complete the payment, or scan the QR code to finish the payment on your mobile phone. If you use the QR code, a link will be generated. Just click the link and you will be taken to your bank’s app or website. There you can complete the payment quickly and securely. 

  • Is Pay By Bank safe and secure for online CBD purchases?

Yes, paying for CBD products with Pay By Bank is very safe and secure. We take payment security, just like the safety of our CBD products, very seriously. With Pay By Bank, you pay directly from your bank account so their is no need to share your bank card details.

  • Do I need to register or download an app to use Pay by Bank?

No, there’s no need to register or download any app - just select your bank and approve the transaction. This makes buying CBD products quick and convenient with fewer steps.

  • Which banks support Pay by Bank payments?

Most major European banks support Pay by Bank through open banking technology. When shopping for CBD products, you’ll be guided to select your bank during checkout. O-Hits is always reviewing new third party Pay By Bank providers to ensure our coverage of banks is the widest possible.

  • How long does it take for a Pay By Bank payment to go through?

Pay by Bank payments are typically processed instantly or within a few minutes. That means your CBD products can be prepared and shipped without delay.

  • Can I get a refund if I Pay By Bank?

Yes, refunds are processed back to your bank account just like with other payment methods. If you need to return your CBD products up to 15 calendar days after receiving the items, O-Hits can refund directly back to the same bank account you used to Pay By Bank.

Promotions

  • How do I use a promo code?

A discount code must be added in your basket at checkout. The discount will then be deducted from the value of your basket. A promotion code cannot be retro-actively applied once an order has been made.

  • Can I add more than one promo code at checkout?

No, this is not possible. 

  • Do you offer B2B bulk orders?

Yes, before placing your order please contact our customer services here. A promotional discount cannot be retroactively applied to a purchase so please do not make the order until customer services has confirmed your discount.

Returns

  • Can I return an order?

Yes, you can return any CBD product for a full refund up to 15 calendar days after receiving the item. 

  • Why do you have a 15-days return policy?

CBD strips and other CBD products have a limited shelf life. To ensure they remain safe and effective for future customers, the 15-days return period helps minimise expired or spoiled items as well as reduce waste, which is positive for the environment. 

  • Are returns free?

No, the customer pays for returns. 

  • How much does it costs to make a return?

The costs for a return will depend on the postal service or carrier you use. Most of our CBD products can be returned using the same small or large envelope they were sent to you in with your national post service. 

  • What happens if my returned item is lost in transit?

In the event your item is lost in transit, we will require proof of posting. A receipt from the post office or carrier you used clearly showing our return address will be accepted as proof of postage in such cases. We always recommend you use a tracked or recorded service.

  • How do I return a CBD product? 

It is very easy. Just put the CBD item in secure packaging to prevent damage and return using either your postal service or a private carrier. Do not open the CBD product. Do not remove the CBD product from its original packaging.

  • Where do I send a return?

Address your return to: O-Hits/ Fully d.o.o. Letališka cesta 30 1000 Ljubljana Sloveni

  • When will a return be disapproved?

If the item is returned 15 days after you received it as well as if the item has been opened, used, is not in its original condition or original packaging when returned. 

  • What happens if I want to return a gift card?

If you want to return a gift card please ask the gift giver to make the return for you as we can only refund to the original gift giver. The gift giver will need to share the order number and the refund will be made to the bank account of the gift giver.

  • How long will it take to process my return?

Depending on where you live and the postal service or carrier you use, the time it will take for your return to reach us will vary. Upon receipt of your return, we aim to process all returns as quickly as possible. Typically, a return takes 14 to process from the day you send the return including postage time.

Refunds

      • How long does it take to process a refund? 

      Your refund will be processed as soon as the returned item has been processed and approved. Please allow up to 4 days for a refund to appear in your account.

      • How and where will the refund be paid out? 

      The refund will be credited to the original payment method you used.

      • What amount will be refunded? 

      You will be refunded the price of the item you have paid. You will not be refunded for any paid delivery fees. If you have purchased the item at a discounted rate, you will be refunded the price paid minus any discount applied. 

      • Can a gift card be refunded? 

      Yes, but you will need to ask the gift giver to request the refund and share the order number when making the request. The refund will be made to the original payment method used by the gift giver.

      • What should I do if I have not received a refund after 20 days? 

      If you haven’t received a refund after 20 days please first contact your bank, credit card company or payment provider as they have their own refund processing times. If you’ve done all of this and you think that an error has been made in your refund please contact us here.

      CBD

      • How should CBD strips be used?

      The CBD strips are sublingually used meaning a strip should be placed in contact with the inside of your mouth  either under your tongue or between a check and gum. Use your fingers to place a CBD strip under your tongue. 

      • Are your CBD strips made in a certified facility?

      Yes. CBD strips are made in the USA in a FDA registered facility. The manufacturer has Good Manufacturing Practice Certificate, Manufacturing Permit, Hazard Analysis Critical Control Point Certification and National Sanitation Foundation (NSF) Certification. 

      •  Are your CBD strips tested?

      Yes. O-Hits is committed to following applicable regulations, GMP, stringent quality standards and testing to ensure the safety and efficacy of our CBD products. We only use manufacturers who have been vetted for our products.

        • Are CBD strips Halal certified?

        Yes. CBD strips do not contain Haram (forbidden) or questionable ingredients and are fit for use by Muslims. Certified Halal under supervision of ETIMAD.

        • Where can I find the  manufacturing date for a CBD strip?

        Printed on the CBD strip foil. The expiration date for CBD strips is two years after they have been manufactured. To maximise the life of CBD products you should generally avoid leaving them exposed to strong sunlight for any period of time.

        • Are CBD strips and other CBD products THC-free?

        Yes, CBD strips have 20mg CBD THC-free. Al of our CBD products are zero THC unless otherwise stated.

        • Is it ok to leave CBD patches on while I sleep?

        Yes, but ensure the patch is an area of skin with low risk of rubbing against bed linen. The inside of the upper arm is often smooth, hairless and a good place to place a CBD patch.

        • How long do CBD patches last?

        Approximately 24 hours but this may vary depending on a number of factors.

        • Are CBD patches self-adhesive?

        Yes, but avoid placing the CBD patch on an area of skin that is in constant friction with clothing.

        Warnings

        • Can CBD products be used by children?

        No. CBD products are FOR ADULTS ONLY. STORE OUT OF REACH OF CHILDREN. Moreover, to access this website you confirm you are 18+ years old, and are not permitted to resell to or purchase CBD products for children per our terms and conditions.

        • Do CBD products have any other warnings?

        Yes, always check the product labelling for a CBD product before using the product. Never use a CBD product IF PREGANT, BREAST FEEDING OR IF YOU HAVE A SERIOUS MEDICAL CONDITION. DO NOT USE IF THE PACKAGING HAS BEEN OPENED DURING SHIPPING. DISCONTINUE USE IF ANY ADVERSE REACTION. CONTACT A DOCTOR IF THE ADVERSE REACTION CONTINUES. FOR ADULTS USE ONLY. STORE OUT OF REACH OF CHILDREN. 

        • Is the physical product label for CBD products translated into German, Bulgarian, French, Polish, Portuguese, Slovakian or another language besides English?

        No. CBD product physical labels are in English only. You can view a full translation of our CBD label information in selected languages by clicking on the language selector on our website. You can also contact us here if you need any product information translated.

        • Do your CBD products have psychoactive effects?

        No. CBD or cannabidiol is a natural cannabinoid extracted from cannabis plants. THC rather than CBD is the compound in cannabis that has psychoactive effects and is responsible for a 'high'. Our CBD products are THC-free, ensuring no psychoactive effects unless otherwise specified.

        • How are product issues resolved?

        In the event of a product issue or any dispute, O-Hits agrees to first attempt to resolve the matter through informal communications with a customer.

        If a customer is resident in the UK or Switzerland, O-Hits agrees to submit the dispute for arbitration in the event the issue cannot be resolved through informal communications with a customer. 

        If a customer is resident in the EU and the dispute cannot be resolved informally, O-Hits agrees to submit the dispute for arbitration by the European Online Dispute Resolution (ODR) platform. The link to the ODR is:

        ec.europa.eu/consumers/odr

        The finding(s) of the arbitration body shall be binding. This provision does not limit the statutory rights of O-Hits to seek injunctive relief. O-Hits reserves the right to raise a complainant against the Subscriber if the Subscriber resides in Belgium, Germany, Luxemburg or Poland.

        If required, the customer and O-Hits understand and agree to export their user information/ personal data from the European Online Dispute Resolution (ODR) platform before 19 July 2025. From 20 July 2025, if the dispute cannot be resolved informally with the Other Party, the customer and O-Hits agree to submit the dispute for arbitration per the requirements of the new Regulation 2024/3228/EU.

        Translations

        • How do I access a translation of a product?

        Desktop: If you are using a Desktop device, you can view a full translation of our CBD products in German, Bulgarian, French, Polish, Portuguese or Slovakian by clicking the language selector in the top right hand corner of our website and selecting the language you require.

        Please note, the physical labels of our CBD products are in English. You can contact us here if you need any product information translated. If you purchase a CBD product, you understand and agree that:

        1. The physical label of the CBD product is in English.
        2. You will not be provided with a physical label translated into German, Bulgarian, French, Polish, Portuguese or Slovakian. 
        3. You have completely understood the full translation provided on our website. And,
        4. Based on the full translation provided on our website you have made an informed decision to purchase the CBD product with an English language label.

        WARNING: If you cannot understand or are unsure about using a product with an English label then do not use a CBD product. 

        Mobile: If you are using a Mobile device, you can view a full translation of our CBD products in German, Bulgarian, French, Polish, Portuguese or Slovakian by clicking the three strips in the top left hand corner of our website and then selecting the language you require. Please note, the physical labels of our CBD products are in English.

        You can contact us here if you need any product information translated. If you purchase a CBD product, you understand and agree that:

        1. The physical label of the CBD product is in English.
        2. You will not be provided with a physical label translated into German, Bulgarian, French, Polish, Portuguese or Slovakian. 
        3. You have completely understood the full translation provided on our website. And,
        4. Based on the full translation provided on our website you have made an informed decision to purchase the CBD product with an English language label.

        WARNING: If you cannot understand or are unsure about using a product with an English label then do not purchase a CBD product. 

        Per our Terms and Conditions, any consumer resident in Austria, Bulgaria, France, Poland, Portugal and/ or Slovakia bears the sole responsibility for ensuring that the packaging and labelling of a cosmetic product is compliant with legal requirements in his/ her respective jurisdiction. O-Hits expressly disclaims any responsibility and/ or liability for ensuring compliance with the specific regulatory requirements of Austria, Bulgaria, France, Poland, Portugal and/ or Slovakia regarding local language packaging and labelling including translations, and expressly makes no representation or warranty that the packaging, labelling, or other product information meet the specific local language regulatory requirements of Austria, Bulgaria, France, Poland, Portugal and/ or Slovakia.

        VAT

        All product prices and shipping rate charges include value added tax (VAT).