How can we help you?

FAQ

Dear customer, in this section you can find the answers to the most frequently asked questions.

How can I track my package?

For milan delivery, you will be informed about the status of your order by e-mail or on your mobile by SMS, WhatsApp or Telegram.

For deliveries to other destinations, after a few minutes from the order you will receive an order confirmation email. Your purchase will be delivered as soon as possible to the express courier. When you take charge of the shipment, you will receive by email the “Tracking code” that you can directly click to be redirected to the courier’s website and monitor the shipment.

Couriers do not deliver over the weekends and public holidays. Orders placed by 3 p.m. are shipped the same day; after that time, the shipment will take place the next day. Orders received on Friday will be shipped the following week. For any doubt contact Team Chill Remedy.

How long do I have to wait for delivery?

Nobody likes to wait, so our deliveries are very fast. In Milan deliveries take place within 60 minutes our Drivers are available every day from 10:00 am to 2:00 am. In Italy in 24/72 working hours (except the Islands), from the confirmation of the order. Delivery times are in any case indicative and may vary during holidays and/or according to the destination to be reached.

Chill Remedy does everything possible to speed up the delivery of your order: for this reason, in case of any delays you can contact us and we will do our best to help you.

How can I find out the expected delivery times?

Only for Milan you can customize and book the delivery by choosing the day and time.

For the areas adjacent to the center of Milan, you can contact us to arrange the delivery time if possible.

For express courier shipments it is not possible to indicate the delivery times that usually take place during the working day.

Can I collect the products at the Chill Remedy headquarter?

Yes, it is possible to pick up on site through the Click and Collect service that allows you to buy with a simple click and go to collect the order by choosing the day and time slot you want.

Can I receive the order in a European Country?

Upon request, we will ship to Europe only flowers with THC below 0.2%.

The sole responsibility for the delivery of products considered illegal in the country of destination is the responsibility of the purchaser who will have in any case to bear all the costs of the order and shipment. Chill Remedy is exempt from any liability deriving from the legislation in force in the Countries where the delivery takes place. Therefore, before making any purchase make sure it is allowed by the legislation of the place of destination. Notwithstanding the above, shipments can currently be made on telephone request or by email (it is not possible to complete orders directly on the site) to the following European countries: Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary.

Order processing can take up to 1 business day; the shipment usually takes place within 4/6 working days.

How can I view my order status without an account?

When placing the order, you must be logged into your account to be able to view the status of your order.

Don’t worry if you haven’t registered yet! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order.

What happens if I am not there at the time of delivery?

If the courier fails to deliver your package, it will retry delivery on the next business day for up to two attempts and will leave a delivery attempt notice with instructions on how to contact the courier to rearrange delivery if necessary. Please note that the number of delivery attempts and the way delivery can be rearranged vary depending on the carrier.

If the courier returns the package to us because it was unable to deliver it, you can reschedule a new shipment at your expense.

Can I collect my order at a collection point?

Your order can be held for pick-up directly from a stationary storage or a courier collection point when it is more convenient for you.

To make the request, when ordering insert in the notes the preference to collect the package directly at a collection point or at a stationary storage near the delivery address. When your order is ready for collection, you will receive an SMS or an email to the address or phone number provided when placing your order. In the event that such data has not been provided (telephone number or e-mail) you can contact our Customer Service Team to request the tracking code and monitor the status of your order.

When collecting the shipment, you must show an identification document and the shipping number so that the assistant can search for the package in the warehouse. 

The service has no additional cost but has a maximum duration of 7 days from the arrival of the shipment at the destination branch.

How can I order CBD products?

Chill Remedy has created an online store so that the purchase of CBD products is more convenient, simple and fast as well as discreet and safe. You just have to connect to the chillremedy.com website, choose the products and add them to your cart. For each product you will find all the useful information for your choice. After placing the chosen products in the cart, you will need to enter the data for the shipment and proceed with the payment in the way you prefer. Quickly and easily you will complete your order: our Team will do everything else to send you the products as soon as possible, guaranteeing anonymity and in total respect for your privacy.

If you want to receive more quantities, send an email,call or write a message on WhatsApp or Telegram.

Can I choose how to pay?

During the checkout phase you can select the payment method you prefer and which can be via:

  • Credit, debit and rechargeable cards.
  • Bank transfer.
  • Cash on delivery: available only for payments in Italy.
  • Cash: only in Milan.

We accept all major credit cards, as well as Apple Pay and Google Pay,

For deliveries in Europe and the UK, it is not possible to complete the purchase on the site but you need to make a specific request by   email, call or write a message on WhatsApp or Telegram.

Can I buy CBD online?

Yes, Chill Remedy products comply fully with current legislation and include only hemp varieties that are part of the genetics that can be grown in Italy according to Law 242/16.

Do discount codes expire?

While some things last forever, our discount codes do not. All discount codes will have an expiration date and specific conditions of use at the time they are issued.

If specified, the discount codes may be combined with other offers active on our site at the time of the order.

Can I pay with Paypal?

We accept all major credit cards, as well as Apple Pay and Google Pay, but unfortunately it is not possible to make payments with PayPal.

Can I combine discount codes in one order?
If specified, you can combine multiple discount codes to a single order or combine a discount code with an active offer on our site at the time of the order.
 
Always make sure you see your order summary before completing checkout to check for any discount codes. To avoid mistakes, we recommend that you copy and paste the exact code into the coupon box to apply the discount.
Do you offer a loyalty program?

Unfortunately, we don’t currently have a loyalty program.

Can I receive samples of your products?

We do not send samples of our products (except to companies and holders of VAT numbers).

However, in every order there is always a small gift to thank you for choosing us. You just have to order to know what it is!

Do I have to be of legal age to purchase the products?

The purchase of all Chill Remedy products is strictly prohibited for children under 18.

Do I need to create a Chill Remedy account to make purchases?

It is not necessary to create a Chill Remedy account to purchase from our site. However, we recommend that you do this to have more control over the status of an order and to have access to your complete order history, as well as to save your shipping information for a faster checkout experience!

How's the anonymous package?

To guarantee the absolute protection of confidentiality and privacy, shipments are made in anonymous packages, signed with the initials C.R., which do not reveal the internal contents of the package.

How are the products packaged?

All Chill Remedy products are packaged in heat sealed jars or bags, branded with the Chill Remedy logo and with different graphics depending on the qualities and characteristics of the different Cannabis light genetics. The particular packages have been specially chosen to ensure the preservation and protection of the product; the particular design has been designed for the exhibition. All to collect!

Can I place an order to make a gift?

Yes, you can buy a Chill Remedy product and give it away. It’s very simple: you just have to enter your details in the billing address and the recipient’s details in the shipping address.

How should I store the products?

Storage in a cool and dry place is recommended. Also, remember that the flowers are subject to natural weight loss.

How do you ensure the safety of your products?

All products purchased and marketed by Chill Remedy are guaranteed by accurate analysis issued by certified laboratory, in order to ensure full compliance with the legal requirements.

Can I change the shipping address of my order?

It is possible to change the shipping address of your order if this request is promptly reported to our Support Team by e-mail at the following address: customer-care@chillremedy.com or by contacting the number +393518880212. This communication must contain the order number and the updated address. We are only able to make changes to your shipping address if your order has not yet entered the packaging process. Changes may be limited at times of high demand.

Unfortunately, it is not possible to change your shipping address from a national address to an international address.

Finally, we remind you that any changes to the shipping address may incur additional costs depending on the location to be reached.

Can I change the email address of my order?

You can change the e-mail address of your order by making a specific request to our customer service team by sending an e-mail to: customer-care@chillremedy.com with the order number, the original e-mail address and your email address updated so we can make the changes for you. Once your email address has been updated, we will resend your order confirmation and / or shipment confirmation emails to the updated address.

Can I cancel or change my order?

Unfortunately, once the purchase has been made, it is not possible to cancel or change the order. We apologize for any inconvenience!

I have a problem with my package

We are so sorry for the inconvenience. We do our best to deliver orders in perfect condition, but we understand that errors can occur and as your full satisfaction is our top priority we will be happy to assist you with any problems with your order.

Please contact our Customer Service Team at the following e-mail address: customer-care@chillremedy.com within 24 hours for delivery in Milan and within 7 days for deliveries in Italy so that we can best assist you.

We remind you that we may ask you to provide us with pictures of the order received.

I have received the wrong product

If you receive an incorrect order or are missing an item, please send an e-mail to our Customer Service Team at the following address: customer-care@chillremedy.com or contact the telephone number +393518880212. The order number and images of the following must be provided: the initial / number stamped on the outside of the envelope or box, the order packing slip with the initial stamped visible and an image of the sealed products you have received (for delivery in Milan only send an image of the bag with the products received).

We are really sorry and we apologize for the inconvenience, we will deliver your order as soon as possible!

Please note that all problems relating to the order must be reported within 24 hours for delivery in Milan and within 7 days for deliveries in Italy or Europe.

Can I exchange or return my order?
Unfortunately, once an order has been shipped, we do not issue refunds, returns or exchanges. All sales are final and Chill Remedy reserves the right to refuse any returns at any time.
 
If you would like to cancel an order prior to shipment or have any other questions regarding this, please contact our Customer Service Team.
What happens if my order goes back to the sender?
If the courier returns the shipment to us because it was unable to deliver it to you after several attempts, you can reschedule a new shipment at your expense.
How can I contact you?
If you can’t find what you are looking for on the site or need help with your order, our support team will be more than happy to help!
 
For any type of information or request, contact the following telephone number: +393518880212 active every day from 10 in the morning until midnight, or send a request by e-mail to our customer service at the following address: customer-care@chillremedy.com
Why am I not receiving an order confirmation email?
Confirmation emails are usually received shortly after placing your order. If you don’t receive your confirmation email right away, don’t worry: reception may be slightly delayed if your order was executed at a time of high order volume.
 
In any case, you can send an e-mail to our Customer Service Team at the following address: customer-care@chillremedy.com or contact the following telephone number +393518880212.
How can I unsubscribe from the newsletter?
You can unsubscribe from our newsletter and not receive our e-mails by opening your inbox and clicking on the last email we sent you will see unsubscribe written at the bottom which you will have to click to remove yourself from our mailing list. 
 
If you change your mind later, you can still subscribe to our newsletter again on the website or by contacting our Customer Service.
I'm having trouble logging into my account

If you see the following message: “Invalid login credentials”, it means that the email address and / or password you entered are incorrect and our system cannot recognize you.

If you have forgotten your password, when logging in click on “forgot password” and enter your email address to receive a link that will allow you to create a new password.

For further questions or problems please contact our customer service and show a screenshot of the error you are experiencing.

Do you still have any doubts?

Contact the Chill Remedy Team for more information

Contact us