Contact Us
📖 Before contacting us...
Most questions are answered instantly in our Frequently Asked Questions (FAQ) section. From order status and payment methods to shipping times and tracking — the FAQ covers it all.
Checking the FAQ first saves you time — our support team recommends it!
While our FAQ answers most common questions, we encourage you to reach out directly for these specific situations:
Damaged or Defective Items
If your order arrived damaged, broken, or with compromised packaging — contact us immediately for a free replacement or full refund.
Lost in Transit
Tracking hasn't updated in over 10 business days? Let us know. We'll investigate and offer a reshipment or refund.
Customs Seizure or Return
Despite our "no customs issues" guarantee, if your package is seized or returned, we need to know to process your refund or reshipment.
Wrong Item Received
Did we send something different than what you ordered? We'll correct the mistake immediately at no cost to you.
Payment or Crypto Issues
Problems with manual payment instructions, crypto transactions, or discount codes? Our team can assist.
Account or Login Problems
Can't access your account, reset your password, or verify age? We're here to help restore access securely.
Shipping & Delivery Inquiries
Specific delivery requests, address changes after order placement, or express upgrade questions — let us know.
Privacy or Data Requests
To exercise your GDPR rights (access, deletion, correction) or inquire about how we handle your data.
- Minimum order amount (€100)
- Shipping options & estimated delivery times
- How to track your order
- Refund and reshipment policy details
- Crypto discount (5% off)
- Age verification process (18+ only)
- Odour-proof packaging explanation
- Same-day dispatch conditions
Choose the channel that works best for you. We respond to all inquiries within 24 hours (usually faster).
Live Chat
Floating widget — bottom left of our website
Real-time support (9 AM – 10 PM CET, Mon–Sat)
Social Media
Widgets available on our site
Discreet messaging via Telegram / Signal (ask via chat)
Help us help you faster. When reaching out, please provide:
- Order number (if applicable — starts with #ESH)
- Full name & email address used at checkout
- Order date (approximate)
- Photos (for damaged items — clear images of packaging and product)
- Tracking number (if available)
- Clear description of the issue
Including these details reduces back-and-forth and gets you a resolution up to 3x faster.
- Live chat: Monday – Saturday, 9:00 AM – 10:00 PM CET (Central European Time).
- Email support: 7 days a week — responses within 24 hours, even on Sundays and holidays.
- Escalation: If your issue isn't resolved within 48 hours, reply to your ticket with "ESCALATE" — a senior support manager will personally handle your case.
We genuinely care about your experience. Whether it's a shipping delay, a damaged package, or just a question — don't hesitate to reach out. Every message is read by a real person who wants to help.
Remember: Most answers are in our FAQ. Please check there before contacting support — it's the fastest way to get the information you need.
Europe Street Hub — customer-first support, always discreet, always professional.
