Questions and answers
How long is the delivery time?
The delivery time is usually 1 to 3 business days for cash on delivery shipment or after payment is received. For products that we must first order from distributors, shipping takes 5 to 6 business days. So that you always have the status of your shipment in view, our packages are always sent with the possibility of tracking.
Unfortunately, every now and then there may be delays due to the shipping company. If the shipment has not reached you within a week, we can issue a follow-up request. DHL will take care of the remainder of the shipment and ensure that you receive the package as soon as possible.
If the package still has not arrived, we will of course send out a new package. These delays are generally the exceptional case. The shipment of our products is usually reliable.
Can I order without a customer account?
You are welcome to order from us without creating a customer account. During the purchase process, simply remove the hook from "Create new customer account" and fill in the contact details. Your data will now only be stored by us for the purpose of billing and shipping. After the whole process your data will disappear from our system after a while and will not be used for further purposes.
However, please note that the ordering process will take a little longer without an account and you will not be able to use some features. Deleting an existing customer account is possible in your account settings with just one click.
What are the advantages of having a customer account with Ruhr Grow?
With a customer account you have several advantages in our store. An overview of current and past orders is available to you at all times. As a registered customer you can also use the wish list function. This serves as a reminder list with which you can quickly and easily mark your favorite products as well as order them again. You can also forward your wish lists to friends and relatives by e-mail.
In addition, a customer account speeds up the ordering process when placing a new order. The billing and delivery data do not have to be re-entered each time, unless you select an alternative delivery address. There is also no need for the time-consuming age check, as we are allowed to store your age of majority in the account.
I have forgotten my password. How do I get a new
If you have lost the password for your customer account or do not remember it, you can request a new one. To do this, use the "Forgotten password" function when logging in. Enter the registered e-mail address of your account here.
After you have completed the process, you will receive an e-mail with a link. You can then use this to enter a new password for your user.
If the e-mail address is no longer known, it is best to contact directly our Support.
How do I return goods?
You are not satisfied with the products or you do not need them anymore? No problem. You can return the purchased goods to us within 14 days of receipt, without giving any reason.
Please note that the goods must be complete and in an unused and undamaged condition. Items must be re-packaged in a package with a shipping label. Please include a return label with a delivery or invoice number in the package so that we can allocate the return and process it faster.
Either you postage the parcel online and print out the form or you receive it in a branch when the packet is delivered there. With which shipping service provider is sent, is up to you. It is best to use one in your area.
The return address is our warehouse address. If you have any questions, you can also contact us by phone or email.
Smova Trade
Sebastian Pupkiewicz
Prinz-Regent-Str. 62
44795 Bochum
Has my return arrived?
In the shipment tracking you can see whether the package has arrived with us. We will also send you an e-mail confirmation when your return is being processed and checked. Depending on the volume and current order situation, this process can unfortunately take a few days. However, we make every effort to process our returns as quickly as possible.
What is the repayment procedure?
When we receive the shipment, the return will be processed and the goods will be checked first. Unfortunately, it can take a few days until we have done it and the amount is credited. Please give us up to 14 days until the money is back in your account.
Refunds will always be made to the same payment method you used in the original transaction. Unless something else has been agreed with us.
If you have canceled the order or an item is exceptionally not available, the amount will be refunded in a short time.
Can I have my order sent to a different delivery address?
You are welcome to have your order delivered to another desired address. During the checkout process you have the option to specify a different delivery address to the billing address.
Please note that items with age verification may only be accepted by adults of legal age. Please have your or the authorized person's ID ready when accepting the items.
Is it possible to change the delivery address later?
As long as the goods have not yet been paid for, we can make a change to the delivery address. Please inform us of the new data by e-mail. In general, it is faster if you order in parallel again in the store. The previous order will then be cancelled by us.
Subsequent changes are not possible after payment due to buyer protection & seller regulations at Amazon Pay and PayPal. We are unfortunately only allowed to ship to the address that was specified during payment.
My item arrived wrong or damaged. What now?
If the goods arrived wrong or damaged, we apologize very much for this inconvenience. In this case, simply contact us via the contact form. We will then process your request as soon as possible and get back to you. Please always indicate the invoice or delivery note number. This way we can help you even faster.
The return shipment is of course free of charge for you. You will receive a return slip for this from us by e-mail. Hand in the package with the return bill at the nearest post office. When the package has arrived, it will be checked and a new package will be sent.
What happens to the redeemed voucher in the event of a return?
If you have used a voucher or promotional code on an order and the entire order is returned, the voucher unfortunately expires.