How can I contact the customer care department?
For any queries regarding RawGrow® do not hesitate to contact the Customer Care department by choosing the contact on the main menu or write to us at email@example.com
Customer Care hours are Monday to Friday, 9 am - 1 pm and 2 pm - 6 pm (GMT +8)
How can I make an online purchase?
You must be over 18 and provide a home address in Europe for shipping and billing.
Items are kept in the shopping basket for 24 hours, be careful, as items are not reserved. When you are finished selecting the items you want to buy, click on “Basket” to place the order. The price and availability will be displayed. You can also edit your order at this stage. When you are satisfied with the order, complete your purchase.
After placing the order, you will receive a confirmation email. We will send you another email to notify you that the order has been sent, with the tracking number that allows you to track the delivery status of your order.
Can I unsubscribe from RawGrow® newsletter?
In your account, you can choose not to receive any emails or information about RawGrow®. Fill in the data and save the changes.
Can I recover my forgotten password?
If you don't remember your password, you can retrieve it in the Login field. You will receive an email with instructions on how to set a new password.
How can I register?
Click on Register at the top of the RawGrow® homepage.
Fill in the required fields on the form. Create a new account. Confirm the user account, from now on, you will be registered as a RawGrow® customer.
How can I access to my orders already placed?
In your customer area, you will be able to access the history of your purchases
What do you do with my data after registration?
All the data you provide us with will be stored securely on our systems, so you don't have to re-enter it, making your future purchases faster.
PLACE AN ORDER
How do I place an order?
View the product (s) that interest you. Click on the article to enlarge the image and have more information about it.
Select an item and add it to the basket. Then you can choose to continue to purchase or process your order.
- Choose a delivery method.
- Select a payment method.
- Confirm your order.
- You will receive an email confirming your order.
Can I modify my order?
Can I cancel my order?
To clarify any doubts in this respect, please contact Customer Care.
What should I do if I receive an incorrect item?
If exceptionally, you receive an item that you did not order, you can return it or exchange it if it has not been used. To that end, we refer you to our exchange and return policy. You can also contact Customer Care for further information.
Can I remove an item from my shopping basket?
Yes, you will be able to delete the items you do not want before completing your order.
TRANSPORT AND DELIVERY
Which countries can buy online?
We would love to be able to deliver to every single country in the world, however, unfortunately, that is not possible now.
This is usually because of shipping or customs restrictions around the world and/or temperature issues. Our products are very heat sensitive, so some regions of the world have proven too hard to ship to.
What is the price of shipping and the delivery time for my order?
Shipping charges are applied per order. The exact price of each shipment depends on the country of delivery. Orders placed until 12 noon are shipped in the same day. After this time, they will be dispatched the next business day. Delivery times depend on the selected shipping type:
- Normal Delivery - 2/5 working days: cost 4.95 euros
- Normal Delivery - depends on the country: cost calculated at checkout, according to the country
Deliveries are made from 9 am to 6 pm. To receive the order, it is necessary to ensure that someone is at the address. During promotions, the delivery time may be longer than usual.
We inform you that on local holidays, our warehouse will be closed, so those days will not be considered "working days" for the purposes of the delivery of orders.
Can I confirm my order?
Once you have placed your order, you will receive a confirmation email. If not, please contact our Customer Care.
How can I track my order?
As soon as we start packing your order, we will send you an email with delivery information and a link that allows you to track your online order.
What if I am missing something in my package?
Please send us an email at firstname.lastname@example.org or contact us through our social media platforms so that we can verify the reason for the delay. If the delay was not caused by external factors such as holidays, weekends, festive dates, time zones or country laws (customs), we will refund you the shipping costs.
What can I do if the item I received is defective?
RawGrow® only sells items in perfect conditions, so if, exceptionally, you receive a defective item please contact our Customer Care and have the following information available:
- Your order numbers. You can find this in your order confirmation number.
- A picture of the product if it's in bad condition, melted, ruined or in another way not edible.
We´ll look at the issue and present you with different option to either receive a credit or the order shipped to you again. All costs are covered by us.
Can I return my package/product?
If your order was not as you expected, please contact us whiting 14 days of delivery at the latest. We only accept the unopened product. The cost of getting the package back to us is yours, but we will happily cover the cost of sending any replacement to you.
Please return to:
Rua da Paz, Nr. 66, Loja 14, 4050-461 Porto, Portugal
Do I have to pay for return postage?
Unfortunately, we can’t offer free return shipping. If you would like to return, please contact us.
What if I have a problem with the quality of my product?
If your request is about quality, food safety or other concerns, please contact us.
What payment method do you accept?
We have the following payment methods: Credit Card, MB WAY, Multibanco Reference (Portugal) and Paypal.
Is it safe to use my credit card on the website?
Yes, the data is transmitted in an SSL encrypted form. For payment with credit cards, it is necessary to introduce the CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions.
How does ATM payment work?
keep your mobile and email details updated! It is very simple, follow the instructions:
- 1 - Place your order and choose the ATM payment method.
- 2 - You will receive an email with the payment details.
- 3 - Make the payment at an ATM or Home banking service:
- Select the Payments and other services menu.
- Select the option Payment for services/purchases.
- Insert the data you received: Entity, Reference and Value.
If you do not pay within 3 days, the order will be cancelled.