Account Management
Customer Service
Order Management
Payment and Billing
Product Information
Shipping and Delivery
Warranty & Returns

Account Management

How do I update my account information?
How do I create an account?

To request a B2B account, go to Request an Account.

You’ll need to provide:

  • Full name
  • Phone number
  • Email address
  • Company name
  • European VAT number or a Company Certificate

Only registered businesses are accepted on our platform.

Can I have multiple shipping addresses in my account?
  • No. Only one address can be stored in your account.
  • However, you can change the shipping address during checkout for each order.
How do I subscribe or unsubscribe from email notifications?
  • Every newsletter includes an Unsubscribe link at the bottom of the email. Click it to stop receiving further emails.
  • If you wish to resubscribe, please contact us via the Contact Form, selecting “”Account Request””
How do I reset my password?

Customer Service Information

Do you have social media channels?
How can I contact customer service?
What are your customer service hours?

Our team is available Monday to Friday, 10:00–18:00 (CET).

Can I provide feedback about products or services?

Yes—please share your experience on our Trustpilot page

Do you offer support in multiple languages?

Our customer service is available in English only.

How long does it take to get a response?

We aim to respond to all inquiries within 24 hours (business days).

Order Management

My payment didn't go through and my order got cancelled. How can I fix this?

You can easily re-order:

  • Go to Order History
  • Select the cancelled order
  • Scroll down and click “”Order Again””

If your payment continues to fail, please check our Payment & Billing section for troubleshooting.

How do I apply a discount code to my order?
  • At checkout, go to the cart page.
  • On the top-right corner, enter your code in the “”Coupon”” field and click “”Apply””.
Will my cart be saved if I leave the website?
  • Yes—your cart is automatically saved.
  • However, items that go out of stock may be removed.
How do I check the status of my order?

Log in to your account and go to Order History.

The “”Status”” column shows whether your order is pending, processing, completed or cancelled.

How long do I have to complete payment by bank transfer?
  • You have 7 calendar days to complete your bank transfer.
  • If payment isn’t received within this timeframe, your order will be automatically cancelled.
I received a payment reminder, but I already paid. What does it mean?
  • Don’t worry—if you’ve already completed payment, your order will still be processed.
  • Sometimes reminders are sent automatically while payment confirmation is still being validated.
  • Once verified, you’ll receive an email confirmation and your order status will update.
How do I create a wishlist?
  • On any product page, click the “”Add to wishlist”” button (heart icon).
  • To view your wishlist, go to Account > My List
Can I modify my order after it's been placed?

Yes—but only if the order hasn’t been shipped yet. It is best if you have not paid for your order yet as we can make changes faster, but you can still make changes if you have paid.

Follow the correct process depending on your payment status:

If your order hasn’t been paid:

  • Go to contact form
  • Select “”Order Modification”” → “”My order hasn’t been paid yet””
  • Include in your message:
    • Your order number
    • SKUs and quantities of items to add/remove
    • Any other changes

Once updated, we’ll send you a revised proforma invoice.

If your order has been paid:

  • Go to contact form
  • Select Order Modification → “”My order has been paid””
  • Include in your message:
    • Your order number
    • SKUs and quantities of items to add/remove
    • Any other changes

We’ll send a new invoice for the remaining balance.

→ If the new total is lower, we’ll issue a coupon code for the difference.

→ Your order will not be processed until the full amount is paid.

What is the minimum order value?

The minimum order value is €200.

How do I cancel an order?
  • If the order has not yet been processed, you can cancel it directly in your Order History page.
  • If the order has already been processed or shipped, cancellation is no longer possible.
How do I view my order history?

Log in to your account: Account > Order History.

How can I track my order?

You’ll receive a tracking number via email once your order has been dispatched.

What if I receive incorrect or damaged items?

Submit a request through our contact form, and select “”Problem with my order””.

Include:

  • Your order number
  • A clear photo or video of the issue
  • A brief explanation

Our team will review and resolve your issue promptly.

How long does order processing take?
  • Orders are typically processed within 1–3 business days.
  • During public holidays or peak periods, processing times may be longer.
My order is cancelled but I already paid. What now?

If your payment was completed but your order shows as cancelled:

  • Submit a request via the Contact Form
  • Select: Problem with my order
  • Attach a screenshot of your payment proof

We’ll verify and correct your order status.

If some items are no longer available, we’ll refund the difference.

Payment and Billing

I haven't received a confirmation email after submitting the bank transfer proof of payment. What should I do?
  • Wait 1 working day after making the payment.
  • Check your spam folder.
  • Double-check your payment reference includes:
    • The correct order number
    • The exact total amount, including shipping and VAT
  • Check your spam folder.

If you still haven’t received a confirmation, please contact us via the contact form by selecting “”problem with my order””

How do I get an invoice for my order?
  • Invoices are sent via email after your order is completed.
  • They are sent to the billing email address, which may differ from your account email.
  • If you haven’t received your invoice:
    • Go to contact form
    • Select “”Invoice Request””
    • Include your account email or username.
Can I get a proforma before payment?

Only if your payment method is Bank Transfer. Yes. You’ll receive a proforma invoice automatically within seconds after placing your order.

Do I have to pay VAT?

<h3>If you’re a Dutch company:</h3>
<ul>
<li>Yes. VAT is mandatory. The Netherlands VAT rates are:
<ul>
<li><strong>20%</strong> standard</li>
<li><strong>9%</strong> for food items</li>
</ul> </li>
</ul>
<h3>If you’re a non-Dutch company:</h3>
<ul>
<li>You are exempt from VAT only if you have a <strong>valid International VAT number</strong>.</li>
<li>If your VAT number is not valid for intra-community use, we must apply Dutch VAT rates.</li>
<li>You can check your VAT number validity via the <a href=”https://ec.europa.eu/taxation_customs/vies/#/vat-validation”>VIES VAT number validation tool</a>.</li>
<li>Always keep your VAT number updated in: <a href=”https://simplygreentrade.com/account”>account</a> &gt; <a href=”https://simplygreentrade.com/account/vat-number/”>VAT Number</a></li>
</ul>

What payment methods do you accept?
  • We accept bank transfers and card payments.
  • Card payments are subject to a 2.5% processing fee
  • Accepted cards include: Mastercard, Maestro, VISA, and Visa Electron.
I have an International VAT number, but I was still charged VAT. What now?

If your proforma includes VAT and you have a valid International VAT number:

  • Go to Contact form
  • Select “”Problem with my order””
  • Explain the situation and include:
    • Your order number
    • Your Valid VAT number

We’ll review and adjust the invoice if eligible.

I chose bank transfer but want to pay by card instead. What should I do?

If you selected Bank Transfer at checkout but prefer to pay by card:

  • Submit a request through the Contact Form
  • Select: “”Card Payment Request””

We’ll update your order so you can complete payment by card.

Can I update billing details on an order that has already shipped?
  • No. Once the invoice has been issued, it becomes a binding document and cannot be changed.
  • However, you can still update your billing details in Account > Addresses for future orders.
How do I update my billing information?

If you have no open orders:

You can update billing details anytime under:

Account > Addresses

If you have an open order that hasn’t shipped:

  • Submit a request via the contact form selecting “”Order Modification””
  • We’ll update the billing address manually.
How do I confirm my payment was received?

If paid by card:

Your payment is processed automatically. You’ll receive an email confirming that your order is being processed.

If paid by bank transfer:

Upload your proof of payment via the Contact Form, selecting “”Payment Confirmation”” or send it via email.

Once verified, we’ll send a confirmation email and update your order status.

Do you offer credit?

No. We do not offer any credit terms at this time.

Why was my payment declined/held?

Bank Transfer issues may include:

  • The bank account used doesn’t match your billing information on our platform.
  • The amount received doesn’t match the order total
  • Incorrect IBAN or order reference
  • Missing or incorrect order number in the reference field

Credit Card issues may include:

  • Insufficient funds or credit limit exceeded
  • Incorrect card details
  • Expired, unactivated, or cancelled card
  • Payment flagged for fraud or suspicious activity

If we detect a problem, we’ll usually contact you.

If you haven’t heard from us and the payment still fails, please use the contact form selecting “”Problem with my order””.

Product Information

Do you offer bulk pricing?

Yes. If bulk pricing is available for a product, it will be displayed directly on the Product Page.

How do I find detailed product specifications?

Each product’s specifications are listed directly on the Product Page under the description and technical details section.

How do I know if a product is in stock?
  • Our inventory is updated in real time.
  • If a product is out of stock, you’ll see a “”Join Waitlist”” option on the product page. Enter your email, and you’ll be notified automatically once it’s available again.
  • To stay updated on new arrivals and restocks, subscribe to our Newsletter
Do you offer white-label or product customization?
  • Yes—all products in our catalog can be customized.
  • Minimum Order Quantities (MOQ) apply and vary by product type.
  • To request customization, submit your idea via the Contact Form, selecting “”White Label””
How do I find product certifications and compliance information?
  • Go to Account > Certificates
  • Select the brand
  • Choose the product to view certifications and compliance documents

Shipping and Delivery

What happens if my package is returned to the sender?

UPS makes up to three delivery attempts. If unsuccessful, the order is returned to us.

To re-ship:

  1. Contact us via the Contact Form, selecting “”Problem with my order””
  2. Once the re-shipping costs are paid, and the package is back in our warehouse, we’ll resend it.
Can I pick up my order?

Yes—pick-up is only available in the following cases:

  • You are based in The Netherlands, or
  • Your location is outside of UPS coverage

If eligible, you will see the “”Pick-up”” option on the checkout page.

What are considered ``dangerous goods``?

Dangerous goods are items that can cause harm if mishandled during transport. They may be:

  • Flammable
  • Explosive
  • Corrosive
  • Toxic
  • Radioactive
  • Compressed gases

Examples: Vaporizers with flammable parts, lighters.

How can I change my shipping address?

If you have no open orders:

Update it directly in your account under Account > Addresses

If you have an open order that hasn’t shipped:

Contact us via the contact form, selecting “”Order Modification””

If your order has already shipped:

Unfortunately, shipping addresses cannot be changed once the order is in transit.

Do you offer international shipping?

Yes—we ship internationally via UPS, as long as the destination is within their delivery scope.

If your country isn’t covered by UPS or if your order contains dangerous goods, please refer to: “”Can I pick up my order?””

Can I specify delivery dates and times?
  • No—deliveries are handled by local couriers, and we cannot guarantee or schedule specific days or times.
  • We recommend tracking your order for the most accurate delivery window.
Which carriers do you ship with?
  • Our main shipping partner is UPS, used for most deliveries.
  • We also use CTS for pallet shipments.
  • Exceptions may apply depending on the destination or order size.
How do I arrange a pick-up?

Once your order is ready, we’ll notify you with the dimensions and weight of the boxes.

You’ll need to:

  1. Schedule the collection with your courier
  2. Share the pick-up confirmation with us answering the boxes information, including:
    • Courier name
    • Labels or documentation required
    • Date and time of collection
What are your shipping rates and delivery times?

UPS rates are calculated in real time at checkout based on your delivery address and order weight.

You’ll see shipping options during checkout, including:

  • UPS Standard:
    • (2–5 business days; longer for UK shipments due to customs)
  • UPS Worldwide Saver
    • (1–3 business days, by end of day)
  • UPS Express
    • (1–2 business days, typically by midday)

Pallet shipments (via CTS) have a delivery lead time of up to 7 working days depending on your location.

What should I do if tracking shows ``missing information`` or my package appears lost?
  1. Contact your local UPS office first — they may provide the fastest update
  2. Then, contact us via the contact form, selecting “”Problem with my order”” and attach a screenshot of the message.

We’ll investigate and work with the courier to resolve the issue.

Warranty & Returns

What is your return policy?

We do not accept returns, unless an item arrives damaged upon delivery. Please note:

Consumer right of return does not apply on our platform. All purchases are B2B contractual transactions, and returns are only permitted under our warranty or damage policy.

For defective or damaged products, please refer to: What should I do if I receive a defective product or need to start a warranty claim?

What should I do if I receive a defective product or need to start a warranty claim?

Submit a request via our Warranty Form.

Please include the following details:

  • Brand
  • Sku
  • Product name
  • Serial number (text + clear photo)
  • Video showing the defect

This information helps us validate your claim quickly.

How long does it take to process a claim?
  • Damaged items (upon delivery) → Processed immediately
  • Warranty claims → Conditions and coverage vary by product type. Additional details may be requested during submission.

If your claim is approved, we’ll issue a coupon code for the equivalent value, which you can use toward future orders.

What is your warranty policy?
  • Warranty claims apply to vaporizers and devices with electronic components.
  • A warranty is valid if:
    • The product has a manufacturing defect, or
    • The device stops working under normal use