Page: FAQ

I need an invoice for my order.

Send us the order number along with your tax details, including VAT or ID number, full name or company name, and your business address, and we will send you an invoice as soon as possible.

Do your prices include VAT?

Yes, all prices include VAT.

My order is a present. Can you gift wrap it?

Yes! Remember to mark your order as a gift in your shopping basket. You can also add a personalised message if you wish.

How long will my order take to arrive?

All orders are processed and shipped within 48 hours via Correos (spanish postal company) which are then transferred to and delivered by your own country’s postal system (ie. Deutsche Post, USPS, Royal Mail, La Poste, Poste Italiane, etc.).

Once an order ships a confirmation e-mail will be sent containing a tracking number and link for the tracking history.

Estimated delivery time:

• European Union: 3 – 10 working days
• United Kingdom: 5 – 8 working days
• United States: 7 – 12 working days
• Everywhere else: 1 – 3 weeks

We are not responsible for delays due to customs.

Custom fees

International customers outside the EU may be subject to fees by their own government for importing goods.

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please contact your post office or government for information on customs fees and any import duties before buying.

Any returned item not collected from Customs (refusal to pay import charges) a refund will be issued minus original shipping cost once it is returned.

How can I save on shipping costs?

Shipping costs are free for purchases over € 60.

Do you ship worldwide?

We ship to most of Europe, North America, Australia, New Zealand, Japan and South Korea. If your country is not listed feel free to contact us and we’ll do our best to find the most secure and affordable way to ship to you.

Do you deliver to PO boxes?

Many of the parcel delivery companies we work with do not deliver to PO boxes. We are therefore unable to offer this option.

How can I track the my order?

Once an order ships a confirmation e-mail will be sent containing a tracking number and link for the tracking history.

Can I change my delivery address?

If the order has not yet been shipped, please contact us as soon as possible with your name and the full address where you want to receive the package.
Once the order has been shipped, we are unfortunately unable to change the address. If you cannot receive the order at the address provided, we will have to wait for the package to be returned to us before we can resend it to the correct address or proceed to a refund.

Can I return my order?

We want to make things easy for you: if for any reason you want to return your order, you have 30 days to send it back to us (from the day you receive the package). Please contact us beforehand, so we can give you instructions.
Once we have received your returned order and have checked that it is unused and in perfect condition, we will issue a refund via the same payment method you used to make the purchase (minus shipping costs).

We check all items thoroughly before shipping. However, in the event that the item you receive is damaged, defective, or is not the product you ordered, contact us within 14 days of receiving the package.
You then have another 14 days to send the package back to us. Once we receive it, we will proceed to fully refund your order.

How many days have I got to return an item?

Contact us within 14 days of delivery. You have up to 30 days from the date of delivery to return the unused item.

Do I have to pay shipping costs for the return?

Return shipping costs are paid by the buyer, unless you received an incorrect or faulty product, in which case we will cover the return shipping costs.

How can I get a refund for my order?

Once we have received the returned order and have checked that it is unused and in perfect condition, we will issue the refund via the same payment method you used to make the purchase (minus shipping costs).
Please note that depending on the payment method, it may take several working days for the refund to reach your account.

What happens if I paid in a currency other than euros?

The refund will always be made using the payment method and currency (EUR, GBP, USD) you used to make the original payment. If you paid with a currency other than EUR, USD or GBP, please note that the amount you receive may be lower or higher than what you originally paid, due to exchange rate fluctuations and bank conversion rates.

Can I sell your products in my shop?

If you have an establishment where you want to sell our products, please contact us with a brief description of your business, and which products you are interested in. We will get back to you as soon as possible.

Where are your products produced?

Our products are made in Spain, using top quality materials from various European Union countries.

What kind of materials do you use to make your products?

When it comes to choosing the materials we use, first and foremost we consider their durability and ensure that their production has the lowest possible environmental impact. That’s why we choose fabrics with a high resistance to abrasion. We also select materials designed for intensive use that are certified as requiring low resource usage and are produced using sustainable processes, under socially responsible working conditions.

Where do these fabrics and materials come from?

We only work with EU suppliers in order to keep CO2 emissions as low as possible.

What is OEKO-TEX® STANDARD 100 certification?

OEKO-TEX® STANDARD 100 certification is the world’s leading eco-label for textile products. It verifies that the textiles and manufacturing stages of a certain product involve no harmful substances. This means that when a product is certified by OEKO-TEX® STANDARD 100, it will not have any harmful effects on health.
The materials used, the applicant company, quality assurance and the production processes are all analysed in order to obtain and guarantee higher product quality in terms of health and sustainability.

What does 'liquid repellent' or 'stain-resistant' finish mean?

Some of our products feature a Teflon™ finish, which keeps fabrics and textiles looking new for longer and makes cleaning easier by repelling stains and liquids.
This invisible finish does not interfere with the weight, appearance, feel, colour or breathability of the fabric.
If you are worried about Teflon™ potentially being toxic, you will be pleased to know that it is never manufactured with PFOA or PFOS. It also complies with the EU Directive 2006/122 on PFOS, as well as the USA Environmental Protection Agency (EPA) PFOA Management Program 2010/15.

Do large papers rolling papers fit in the tobacco pouch?

The tobacco pouch’s small pocket measures 11 cm, meaning XL papers will fit. However, it should be noted that the measurements may vary slightly from one pouch to another.

How do you close the tobacco pouch?

Once the tobacco pouch has been folded in half, it is secured with an elasticated band. You can see the function of each pocket and how to close it here.

Is the tobacco pouch suitable for 50g bags of tobacco?

Yes, our tobacco pouches are the perfect size for all tobacco brands with pouches between 30g and 50g.

Can the tobacco be stored directly in the pouch, or is it better to keep it in the original bag?

The tobacco pouch is designed for the tobacco to be kept in its original bag. This keeps the tobacco fresh for longer.

Where are my filters, papers and lighter stored?

Here you can see the function of each pocket. We recommend carrying the filters you will use in the next 2-3 days to prevent them falling out. If you prefer, you can opt for one of our double-zipped tobacco pouches.

Does the tobacco bag flap have to be cut to fit in the tobacco pouch?

No, you can just fold the flap back a bit. You can see how to do it here.

How long does it stay warm?

It will stay warm for around 30 minutes, gradually cooling over this time.

Can it be washed?

The wheat bag comes with a cover that can be easily removed and washed at 30°C.
Allow it to dry fully before putting the cover back on the bag.
Do not wash the cushion containing the seeds.

Does it have a fragrance?

When warm, the wheat bag gives off a pleasant wheat scent. You can also select the model with a mild lavender scent.

What seeds does it contain?

Whole, clean wheat seeds. We use these seeds for 3 reasons: their shape means the cushion fits any part of the body well; they are good at retaining heat; and they give off a pleasant scent. No other type of seed or filling has all of these characteristics.

Is it normal for the fabric to feel slightly damp when it comes out of the microwave?

The wheat bag may feel slightly damp after it has been warmed up. This is due to the moisture given off by the seeds when heated up.
This is normal. The moisture will disappear within a few minutes.

Should it be heated up with the cover on?

Yes. The wheat bag should always be used with the cover on.

How can I keep the wheat bag warmer for longer?

If you have noticed that the wheat bag cools down faster after multiple uses, try heating it in the microwave with half a glass of water. This will rehydrate the seeds, making the bag heat up faster and keeping it warmer for longer.
For optimal maintenance, heat the bag with a half a glass of water every 5-10 uses.

Can it be frozen?

Yes. In fact, keeping the wheat bag in the freezer is a good way to preserve the seeds and flowers it contains when you won’t be using it for a while, as it maintains their properties and prevents the proliferation of insects inside.

What fabric is used?

The inner fabric is flame retardant, which means that the bag retains heat longer, and also helps to prevent accidents. Nevertheless, it should not be heated in the microwave for more than 2 minutes.
The outer fabric is very soft 100% organic cotton. Both fabrics have OEKO-TEX® STANDARD 100 certification, which ensures that they are free from harmful chemicals and are completely safe for contact with the skin.

How should I wash the item I bought?

Wash with similar colours in cold water (maximum temperature of 30°C), using neutral detergent.
Do not bleach.
Air dry.

How can I pay for my order?

We accept all major credit and debit cards, as well as other payment types such as PayPal, Apple Pay or Google Pay to pay for your order. All payments are securely encrypted and never stored in our servers, we have no access to your bank/card details.

Can I pay in USD, GBP and EUR?

Yes. You can pay with any of these currencies, with no exchange fees or additional costs.