Frequently Asked Questions
Answers to the questions customers ask Azarius most often — about ordering, payment, shipping, discreet delivery, returns, product legality, and customer support.
Last updated 13 May 2026
Popular questions
How long does delivery take to my country?
Orders placed on business days before 15:00 CET are usually shipped the same day from our warehouse in the Netherlands. Estimated delivery times:
- Netherlands: 1–3 business days
- Belgium, Germany: 2–5 business days
- Rest of Western Europe: 3–8 business days
- Scandinavia and Eastern Europe: 4–14 business days
These are estimates; actual delivery times depend on the courier service in your country. See our shipping page for a complete overview per country.
What payment methods does Azarius accept?
Azarius offers several secure payment methods, depending on your country:
- iDEAL (Netherlands)
- Bancontact (Belgium)
- Credit card (Visa, Mastercard)
- PayPal
- Bank transfer (SEPA)
- Klarna
- Giropay (Germany)
All payments are processed via secure, PCI-certified payment providers. Your payment details are never stored by Azarius. Available options may vary by country — you'll see the methods available to you at checkout.
Is my package shipped discreetly (plain packaging)?
Yes, always. All orders are shipped in plain, unmarked packaging. There are no logos, product names or any indication of the contents on the outside of the parcel. Your bank statement will also show a neutral description. Discretion is standard with every order — you don't need to request it.
Is it legal to receive these products in my country?
All products sold by Azarius are legal in the Netherlands. However, legislation differs per country. It is the buyer's responsibility to verify the legal status of products in their own country. Azarius cannot provide legal advice on foreign legislation. If a product cannot be shipped to your country, we block it automatically at checkout. Unsure? Consult the laws of your own country or contact a local legal authority.
Can I return a product and get a refund?
Yes. You have 14 calendar days after receipt to request a return via our contact form. After approval from our team you have another 14 days to send the product back. The product must be unopened, unused and in its original packaging. After inspection you'll receive a refund via your original payment method or in store credit. Return shipping costs are at your own expense, unless the product arrived damaged. Read our full return policy.
Pre-sale questions
Everything you need to know before you place an order — payment, shipping policy, legality, safety and our return policy. Pick the right product, understand the rules, and know what protection you have.
Ordering & account
Placing an order, account vs guest checkout, age verification, discount codes and changing your order.
How do I place an order at Azarius?
Browse our products, add them to your cart and follow the checkout process. Select a shipping method, enter your delivery details and choose a payment method. After payment you'll receive a confirmation email with your order number. The whole process takes just a few minutes. An account is not required — you can also check out as a guest. Need help? Contact our team.
Do I need an account to place an order?
No, an account is not required. You can order as a guest by simply entering your delivery details and email address. Creating an account does offer benefits: you can track orders, view your order history, save wishlists and check out faster on future orders. Setting up an account takes less than a minute via the account page.
Can I change or cancel my order after placing it?
That depends on the status of your order. Once your order has been packed and shipped, changes or cancellations are no longer possible. If your order hasn't been processed yet, contact us as soon as possible. We'll do our best to accommodate your request, but cannot guarantee it. Azarius does not charge your payment method until your order is dispatched.
How do I know if a product is in stock?
Every product page shows stock availability. If it says "in stock", it can usually be shipped the same or next business day. If a product shows "out of stock" or "temporarily unavailable", you can leave your email address to be notified when it becomes available again. Browse our full range in the shop.
How do I use a discount code or voucher?
Enter your discount code at checkout in the "discount code" or "voucher" field. The discount is applied to your order total immediately. Some codes are subject to minimum order values, specific products or a limited validity period. Discount codes cannot be combined unless stated otherwise. Code not working? Check the terms or contact us.
Do I need to verify my age to order?
Yes. All Azarius products are sold to adults only — you must be 18 or older to purchase. By placing an order you confirm that you meet the legal age requirement in your country (18+ in most of the EU). We may ask for an ID check on certain payment methods or for high-value orders. Orders we reasonably believe are placed by minors are cancelled.
Can't find your answer? Contact our customer service. Contact our customer service.
Payment & security
Accepted payment methods, bank-statement privacy, invoices & VAT, and how we keep your data safe.
What payment methods does Azarius accept?
Azarius offers several secure payment methods, depending on your country:
- iDEAL (Netherlands)
- Bancontact (Belgium)
- Credit card (Visa, Mastercard)
- PayPal
- Bank transfer (SEPA)
- Klarna
- Giropay (Germany)
All payments are processed via secure, PCI-certified payment providers. Your payment details are never stored by Azarius. Available options may vary by country — you'll see the methods available to you at checkout.
What appears on my bank statement after a purchase at Azarius?
Your bank statement will show a neutral description from our payment provider. The name "Azarius" or product descriptions will not appear on your statement. This ensures complete discretion. The exact description may vary depending on your payment method and bank. See an unfamiliar charge? Check whether the amount matches your order or contact us.
Is it safe to order online at Azarius?
Yes. The entire Azarius website is secured with SSL encryption (recognisable by the padlock icon in your browser). Payments are processed by certified payment providers — Azarius does not store any credit card numbers or bank details. We comply with European privacy legislation (GDPR). Your personal data is only used to process your order and is never sold to third parties. Read our full privacy policy for more information.
Can I pay with crypto (Bitcoin) at Azarius?
At present Azarius does not offer payment with Bitcoin or other cryptocurrencies. We are continuously working on expanding our payment options. Keep an eye on our website for updates. You can pay with iDEAL, credit card, PayPal, Bancontact, bank transfer and other common methods.
Will I receive an invoice and can I reclaim VAT?
You automatically receive an invoice by email with every order. You can also find it in your account under "Orders". The invoice shows the VAT amount. Azarius sells exclusively to consumers (B2C) — VAT reclaims for business purchases are not possible through our webshop. For VAT questions we refer you to your local tax authority.
Which currencies can I pay in?
Our default currency is the euro (€). Customers in the UK, Sweden, Denmark, Poland and the Czech Republic can also see prices and pay in their local currency (GBP, SEK, DKK, PLN, CZK). The currency switcher is at the top of the page. Conversion rates are updated regularly via our payment provider; small differences with your bank's rate are normal.
Can't find your answer? Contact our customer service. Contact our customer service.
Shipping & delivery
Estimated delivery times, shipping costs, free-shipping threshold, carriers and pickup options.
How long does delivery take to my country?
Orders placed on business days before 15:00 CET are usually shipped the same day from our warehouse in the Netherlands. Estimated delivery times:
- Netherlands: 1–3 business days
- Belgium, Germany: 2–5 business days
- Rest of Western Europe: 3–8 business days
- Scandinavia and Eastern Europe: 4–14 business days
These are estimates; actual delivery times depend on the courier service in your country. See our shipping page for a complete overview per country.
What are the shipping costs?
Azarius offers free shipping on all orders over € 25,00 within the EU. For orders under € 25,00, we charge € 4,95 shipping. In some countries you can also choose Click & Collect pickup. Shipping costs and available options are shown at checkout, before you pay. See the shipping page for full details.
Is my package shipped discreetly (plain packaging)?
Yes, always. All orders are shipped in plain, unmarked packaging. There are no logos, product names or any indication of the contents on the outside of the parcel. Your bank statement will also show a neutral description. Discretion is standard with every order — you don't need to request it.
When do I qualify for free shipping?
Free shipping kicks in automatically at €25 for orders within the EU. Below that, we charge a small flat fee (shown in your cart). The threshold may vary in countries with their own currency — see the shipping page for per-country amounts. No coupon code required: it's applied at checkout.
Which couriers does Azarius use?
We ship through SendCloud, which routes parcels to the carrier best suited for your country: PostNL, DHL, DPD, Bpost, Deutsche Post, Colissimo and others. Available options are shown at checkout. For most EU countries you can choose between standard home delivery and a pickup point. Service points are usually a few euros cheaper.
Can I pick up my order at a service point or in person?
In several countries you can choose a pickup point at checkout (PostNL ServicePoint, DHL Parcelshop, DPD Pickup, etc.). The carrier emails you when your parcel is ready. Azarius does not offer in-person pickup at our warehouse — we are a webshop, not a retail store.
Can't find your answer? Contact our customer service. Contact our customer service.
Products & usage
How to choose the right product, shelf life, quality control, and how customer reviews work.
How do I know which product is right for me?
Every product page includes a detailed description, specifications and — where available — customer reviews. Our encyclopedia contains background articles on ingredients, active compounds and product categories. Unsure? Get in touch with our customer service. Our team has over 25 years of experience and is happy to help — without pressure, objectively and confidentially. Azarius makes no medical claims. For health-related information we refer to Jellinek and the Drugs Info Line.
How long do your products last and how should I store them?
Shelf life varies per product and is indicated on the packaging. Dry products such as herbs and seeds are generally long-lasting when stored properly (cool, dry, away from light). Fresh products like magic truffles and grow kits have a shorter shelf life and are packed shortly before shipping. Storage instructions can be found on the label or product page. Unsure about shelf life? Contact us.
Where do Azarius products come from and how is quality controlled?
Azarius works exclusively with established manufacturers and suppliers. All products are purchased through official channels. Fresh products such as magic truffles partly come from our own Fungi Farm, where they are cultivated under controlled conditions. We inspect incoming batches for quality, shelf life and labelling. Azarius is a member of VLOS (Dutch Association of Smartshops), which entails additional quality standards.
What is the difference between feminized, autoflowering and regular cannabis seeds?
Feminized seeds produce almost exclusively female plants — the ones that form flowers (buds). Ideal if you don't want to identify and remove male plants. Autoflowering seeds begin flowering automatically regardless of the light cycle. They're compact, fast and suitable for beginners. Regular seeds produce both male and female plants and are used by growers who want to breed or select. Browse our range in the seedshop. Cannabis seeds are legally available in the Netherlands as collector's items.
What is the difference between a vaporizer and smoking?
A vaporizer heats herbs or extracts to a temperature at which active compounds evaporate without combustion. This means fewer harmful byproducts are released compared to smoking. A vaporizer offers a cleaner, often more flavourful alternative. Portable and desktop models are available for various materials. Browse our selection in the smokeshop. Azarius makes no health claims — for information on the effects of smoking and vaporizing we refer to Jellinek.
Are the customer reviews on Azarius genuine?
Yes. Reviews are submitted only by verified customers — we email a review request after delivery, and you must be logged in to post. We do not edit or filter reviews based on sentiment; both positive and negative reviews appear as written. Reviews are anonymised on the public page (first name + initial). We follow EU Directive 2019/2161 on review transparency.
Can't find your answer? Contact our customer service. Contact our customer service.
Legality & international shipping
What's legal where, customs inside and outside the EU, country-level blocks and your responsibility as buyer.
Which countries does Azarius ship to?
Azarius ships to most EU countries. Our shipping page has a complete overview including estimated delivery times per country. We do not currently ship outside the EU. Some products are excluded from shipping to certain countries due to local legislation. During checkout you'll automatically see which products can and cannot be shipped to your country.
Is it legal to receive these products in my country?
All products sold by Azarius are legal in the Netherlands. However, legislation differs per country. It is the buyer's responsibility to verify the legal status of products in their own country. Azarius cannot provide legal advice on foreign legislation. If a product cannot be shipped to your country, we block it automatically at checkout. Unsure? Consult the laws of your own country or contact a local legal authority.
What happens if my package is intercepted by customs?
Shipments within the EU are generally not subject to customs checks due to the free movement of goods. In the event of exceptional controls or seizure, Azarius is not liable. We declare all shipments correctly and in accordance with applicable regulations. For countries outside the EU, import duties and VAT may apply — these are the responsibility of the recipient.
Why can't I have certain products shipped to my country?
Some ingredients or product categories fall under different regulations in certain countries than in the Netherlands. Azarius respects local legislation and automatically blocks shipping of these products. This is based on the country you enter at checkout. You'll see in your cart whether a product can or cannot be delivered to your country. Have questions about a specific product? Contact our customer service.
Who is responsible if an order violates local law?
The buyer is at all times responsible for complying with the laws of the country of receipt. Azarius sells only products that are legal in the Netherlands and takes reasonable measures to prevent shipping to countries where certain products are prohibited. This does not relieve the buyer of their own responsibility. By placing an order you confirm that you are 18 years or older and that the products are legal at your destination.
Do you ship outside the EU?
Currently no. Azarius ships within the European Union only. Cross-border shipments outside the EU run into a complex patchwork of import rules, customs charges and product bans — we don't believe we can offer a reliable service yet. UK, Switzerland and Norway are also excluded for now. If your country becomes available, you'll see it in checkout.
Can't find your answer? Contact our customer service. Contact our customer service.
Safety & responsible use
Harm reduction, when not to use, combinations to avoid, first-time guidance and where to find help.
How do I use smartshop products responsibly?
Always inform yourself before using a product. Read the product description, the leaflet and the background information in our encyclopedia. Start with a low dose, especially if you're trying a product for the first time. Make sure you're in a trusted environment with a sober person nearby (trip sitter). Never combine with other substances unless you are certain it is safe. For independent information on responsible use we refer to Jellinek and Unity.
Can I combine these products with alcohol or medication?
We strongly advise against combining smartshop products with alcohol, medication or other substances. Combinations can produce unpredictable and potentially dangerous effects. If you take medication, always consult your doctor or pharmacist first. Azarius cannot provide medical advice. For information on interactions, visit the Drugs Info Line or Jellinek.
When should I avoid using these products?
Do not use smartshop products if you are under 18, pregnant or breastfeeding, have or have had mental health issues, or take medication that may cause interactions. Also avoid use when you're feeling unwell, stressed or in an unsafe environment. When in doubt: don't use. This is not medical advice — consult a doctor if you have health concerns. More info: Jellinek or Drugs Info Line.
What should I do if someone has a bad experience (bad trip)?
Stay calm and reassure the person. Move them to a quiet, safe space. Speak in a calm tone, offer water and reduce intense stimuli (bright lights, loud music). Don't try to "stop" the experience — it will pass. If someone becomes unwell, loses consciousness or shows warning signs, call 112 immediately. Never hesitate to call for help — medical professionals are there to help, not to judge. More information on trip assistance: Unity and Jellinek.
Where can I get independent advice or help?
Several trusted organisations in the Netherlands can help:
- Jellinek — information, advice and support for substance use.
- Drugs Info Line — anonymous questions about drugs, effects and risks.
- Unity — information on responsible nightlife and substance use.
- 113 Suicide Prevention (113.nl or call 113) — in acute distress.
- Your GP — bound by confidentiality, can refer you further.
Don't be afraid to ask for help. These organisations exist to support you.
I'm using a product for the first time — what should I know?
Start with the lowest recommended dose; you can always take more later, never less. Be in a familiar, safe environment with a sober, trusted person nearby. Don't combine with alcohol, prescription medication or other substances. Read the leaflet and the matching entry in our encyclopedia before use. If you have any mental-health history, are pregnant, or take medication, don't use without talking to a doctor first. Independent info: Jellinek and Unity.
Can't find your answer? Contact our customer service. Contact our customer service.
Returns, complaints & warranty
Your return window, what's eligible, who pays, hardware warranty and our complaint process.
How long do I have to return a product?
You have 14 calendar days from the day you receive your order to notify us via the contact form that you want to return. After we approve the return, you have another 14 days to ship it back. This is your statutory EU "cooling-off" right (Directive 2011/83/EU). Some products are excluded — see the next question.
Which products cannot be returned?
Products that have been opened or used cannot be returned. This specifically applies to consumable products (truffles, herbs, edibles), hygiene-sensitive items and custom or special-order products. Sealed products returned unopened are eligible for return. Unsure whether your product qualifies? Contact our team before sending it back.
In what state must a returned product be?
Unopened, unused, and in its original packaging. Hygiene seals and shrink-wrap must be intact. We may reduce your refund if the product shows signs of use beyond what's needed to evaluate it — the same standard a physical shop would apply. Hardware like vaporizers can be tested briefly without breaking seals; see the product page for specifics.
Who pays the return shipping?
The buyer pays for return shipping — unless the product arrived damaged, defective or wrongly delivered, in which case Azarius covers it (we'll send a prepaid label). Use a tracked service: until the parcel reaches our warehouse, responsibility is yours. We refund the original shipping costs only if the entire order is returned.
My cannabis seeds didn't germinate — what now?
Cannabis seeds are sold in the Netherlands as collector's items. Azarius does not guarantee germination rates and does not advise on germinating or growing cannabis plants, as this is not legal in the Netherlands. If you have a quality complaint about the product itself (damage, wrong delivery), contact our customer service — we review each case individually.
Do vaporizers and other hardware come with a warranty?
Yes. EU consumer law gives you a minimum 2-year legal warranty on hardware (Directive 2019/771). Several manufacturers add longer warranties — check the product page (Storz & Bickel offer 3 years on Mighty+ / Volcano; Pax up to 10 years). For warranty claims, contact us with your order number; we coordinate the repair, replacement or refund with the manufacturer.
Can't find your answer? Contact our customer service. Contact our customer service.
About Azarius
Who we are, our team, VLOS membership, how to reach us and partnership requests.
Who is Azarius and how long has the webshop existed?
Azarius was founded in 1999 in Amsterdam as one of Europe's first online smartshops. What started as a small business has grown into an established name with a wide range: smartshop products, cannabis seeds, vaporizers, herbs and lifestyle items. We are based in the Netherlands and ship to customers across Europe. With over 25 years of experience we combine extensive product knowledge with reliable service. Azarius is a member of VLOS (Dutch Association of Smartshops).
Does Azarius have a physical shop?
Azarius is an online webshop. Our office and warehouse are located in Schijndel, the Netherlands (Galvaniweg 11, 5482 TN). This is not a shop — visits, purchases and pickup are not possible at this location. All orders are placed through our website. This allows us to offer a wide range, competitive prices and fast delivery to customers across Europe.
Is Azarius affiliated with an industry association or quality mark?
Yes. Azarius is a member of VLOS (Dutch Association of Smartshops), the industry body for smartshops in the Netherlands. VLOS promotes responsible sales, product knowledge and quality standards within the industry. We also comply with all European consumer and privacy legislation (GDPR). Read our quality guarantee for more information.
How can I contact customer service?
You can reach us via the contact form on our website. Our team typically responds within 24 hours on business days. You can also call us at +31 (0)20 489 7914 (Monday to Friday, 9:00–17:00 CET). We answer questions in English, Dutch, German and French.
Do you work with affiliates, press or influencers?
Yes. For press enquiries, interviews and media requests, contact [email protected]. Business partnerships and supplier proposals go through [email protected]. Azarius sells exclusively to consumers (B2C) — we do not offer wholesale or reseller programmes.
Who works at Azarius?
We're a small Dutch team based in Schijndel: customer support, content & wiki editors, logistics, and a handful of cannabis and mushroom specialists. Our wiki articles are written and reviewed by people with deep product knowledge — many have been with Azarius for over a decade. Read more on our about page.
Can't find your answer? Contact our customer service. Contact our customer service.
After-sale questions
You've ordered — what now? Tracking, late deliveries, account problems, refund timing, complaints. The process-oriented questions you'll have after checkout.
Shipping
Your order has shipped — tracking, delays, customs holds, wrong address and missed delivery.
How can I track my order?
Once your order has been shipped, you'll receive an email from our shipping partner SendCloud with a tracking code and a link to follow your parcel in real time. You can check the status of your package right up until delivery. Haven't received an email? Check your spam folder or contact us.
What should I do if my package hasn't arrived or is damaged?
Contact us as soon as possible. If damaged: take photos of the packaging and product immediately. Report damage within 7 calendar days of receipt. We'll investigate and provide a suitable solution — this may be a replacement or refund. If your package hasn't arrived, we'll trace it via the courier and keep you updated. Also see our return policy.
My package is later than the estimated delivery time — what should I do?
First check your tracking link (sent by SendCloud). Carrier delays of 1–3 days are common around weekends, holidays and during peak season. If your parcel hasn't moved in 5+ business days, contact us with your order number; we'll open a search with the carrier. We don't issue refunds while a parcel is still in transit, but we'll keep you updated and refund or replace once the parcel is confirmed lost.
My parcel is stuck at customs — what now?
Within the EU, customs holds are rare but happen. The carrier usually contacts you for paperwork. If a parcel has been stuck for over 7 days, send us your order number and tracking — we'll follow up with the carrier. We cannot influence local customs decisions; if a country refuses entry, we may not be able to recover the parcel.
I entered the wrong shipping address — can you change it?
If your order hasn't shipped yet, contact us immediately with your order number and the corrected address. Once shipped, the address is set with the carrier and we can no longer change it — you'll need to contact the carrier directly (PostNL, DHL etc.) using your tracking number. If the parcel returns to us as undeliverable, we refund minus the original shipping costs.
What happens if I'm not home when the courier delivers?
Most carriers attempt a second delivery the next business day, leave it with a neighbour with a card, or take it to the nearest pickup point. Tracking will show the new status. If you don't collect within the carrier's retention window (usually 7–14 days), the parcel returns to us and we refund minus shipping. Avoid this by selecting a pickup point at checkout.
Can't find your answer? Contact our customer service. Contact our customer service.
Orders
Order status, modifying or cancelling after checkout, missing or wrong items, and missing confirmation emails.
Where can I see the status of my order?
Log in to your account to see all your orders and their statuses. Statuses you'll see: "Pending" (payment processing), "Paid" (queued for picking), "Shipped" (handed to carrier with tracking) and "Delivered". You'll also get email updates at each stage. Ordered as a guest? Use the link in your order confirmation email.
Can I add a product to an order I've already placed?
Not directly. Once an order is in our system, we can't modify the contents — combining orders would mean cancelling and rebooking, which delays everything. If your first order hasn't shipped yet, the simplest path is to place a second order and contact us asking if we can combine the shipment. We'll do our best, but can't guarantee it.
I just placed an order — can I cancel it?
If your order hasn't been packed yet (usually within a few hours on business days), contact us with your order number and we'll cancel and refund. Once it's been picked or shipped, you can't cancel — but you can refuse delivery or return it under our 14-day return policy. Cancellations of paid orders are refunded to your original payment method within a few business days.
An item is missing from my package — what now?
Check the packing slip first to see what was sent. If we're out of stock on an item, you'll see it noted on the slip with a refund line. If something is genuinely missing, contact us within 7 days of delivery with your order number and a photo of the parcel and slip. We'll ship the missing item or refund — at no extra cost.
I received the wrong product — how is this fixed?
Apologies — that's on us. Contact us within 7 days of delivery with your order number and a photo of what you received. We'll ship the correct product right away and send you a prepaid return label for the wrong item. You don't need to ship the wrong product back before we send the replacement; we trust the photo.
I didn't get an order confirmation email — was my order placed?
First check your spam folder; confirmation emails sometimes get filtered. Also check the email address you entered (typos happen). Log in to your account to see if the order is there. Still nothing? Contact us with the email and approximate time you ordered, and we'll find it. Payment is only captured once we accept the order, so if there's no order, you haven't been charged.
Can't find your answer? Contact our customer service. Contact our customer service.
Payments
Payment failures, double charges, pending payments, refund timing and pay-later (Klarna) issues.
My payment failed — was I charged?
No. Failed payments are not captured by your bank or card issuer — only authorised attempts that complete successfully are debited. Some banks briefly "reserve" the amount and release it after a few business days; this looks like a charge but reverses automatically. If a reserved amount hasn't released after 5 business days, contact your bank with the transaction reference.
I think I was charged twice for the same order.
Double charges are rare but possible if you retried a failed payment. Check your account — if you see one order and two debits, contact us with both transaction references; we'll refund the duplicate immediately. If you see two orders, you placed two — contact us before we ship and we'll cancel one.
My order shows "payment pending" — is something wrong?
Bank transfers (SEPA) take 1–3 business days to clear, so your order sits in "pending" during that time. Some pay-later methods (Klarna) also show pending until the lender confirms. iDEAL, credit card, PayPal and Bancontact normally clear within minutes. If pending lasts over 4 business days with a non-bank-transfer method, contact us.
How long does a refund take to reach my account?
We process refunds within 2 business days of approval. After that, time to land in your account depends on the payment method: iDEAL/Bancontact 1–2 days, credit card 3–10 days, PayPal 1–2 days, bank transfer 2–5 days. If 14 days have passed and you haven't seen the refund, contact us with your order number — we'll send proof of refund to share with your bank.
I have a question about my Klarna invoice.
We use Klarna for pay-later in some countries. For invoice payment terms, due dates, payment plans or disputes about the Klarna debt itself, contact Klarna directly through their app or website — Azarius doesn't have visibility into your Klarna account. For questions about the products on the invoice, contact us.
My bank statement shows a different amount than the order total.
If you paid in a currency other than euros, your bank converted using their own rate plus (sometimes) a foreign-exchange fee. The amount in your Azarius invoice is correct in euros. Minor differences of a few percent between our rate and your bank's are normal. Always check the converted amount on your bank statement against the rate on the day of payment.
Can't find your answer? Contact our customer service. Contact our customer service.
Returns & refunds
How to actually return a product, refund processing time, store credit option, complaints and dispute resolution.
Can I return a product and get a refund?
Yes. You have 14 calendar days after receipt to request a return via our contact form. After approval from our team you have another 14 days to send the product back. The product must be unopened, unused and in its original packaging. After inspection you'll receive a refund via your original payment method or in store credit. Return shipping costs are at your own expense, unless the product arrived damaged. Read our full return policy.
How do I actually return a product?
Step 1: contact us via the contact form within 14 days of receipt, telling us your order number and which products you want to return. Step 2: we send you the return address and instructions. Step 3: pack the product in its original packaging, ship it via a tracked service, and email us the tracking number. Step 4: after inspection (1–3 business days), we refund.
How long after I send the return does the refund land?
We inspect returns within 1–3 business days of arrival at our warehouse. Once approved, the refund is initiated immediately to your original payment method. From there it takes 1–10 days depending on the method (see refund timing in the Payments section). Total time from "package arrives at us" to "money in your account" is typically 4–7 business days.
Can I get store credit instead of a refund?
Yes, and we add a 5% bonus when you choose store credit instead of a money refund. The credit is added to your Azarius account and never expires. Mention this preference when you request the return. Refunds outside our 14-day return policy (e.g. via warranty) are typically issued as store credit by default.
How do I file a complaint with Azarius?
Submit your complaint via our contact form, including your order number and a clear description. Our team handles complaints typically within 24 hours on business days. We always strive for a suitable solution. If we can't resolve it together, you can appeal to an independent dispute resolution committee. More information at ACM ConsuWijzer.
What if Azarius and I can't reach an agreement?
We do our utmost to resolve every dispute directly. If that's not possible, you can as a consumer file a complaint with an independent dispute resolution committee. You can also use the European Online Dispute Resolution (ODR) platform. More information at consuwijzer.nl. You may also seek legal advice from a consumer organisation or the Juridisch Loket (Legal Aid).
Can't find your answer? Contact our customer service. Contact our customer service.
Account
Login problems, password reset, changing your email, deleting your account, newsletter and GDPR data export.
I can't log in to my account.
First check that you're using the email address you registered with (not a typo). If you forgot your password, use the password reset link — you'll get an email within a minute (check spam). If you're stuck in a redirect loop, clear cookies for azarius.com or try a private window. Still locked out? Contact us with your email address.
How do I reset my password?
Go to the reset page, enter your registered email and click "Send reset link". You'll receive an email with a one-time link that expires in 1 hour. If you don't see it within 5 minutes, check spam, or confirm the email matches your account. We never ask for your password by email or phone.
Can I change the email address on my account?
Yes. Log in, go to account settings and update your email. You'll be asked to confirm the new address by clicking a link we send to it; until you confirm, login still uses the old address. Newsletter subscriptions are tied to email address, so if you're subscribed, you'll need to confirm the move.
How do I delete my account?
Send a deletion request to [email protected] from the email address linked to your account. We complete deletion within 30 days. We're required to keep invoice data for 7 years for tax purposes (Dutch tax law) — that's a legal obligation. Everything else (account details, browsing history, newsletter subscription) is removed.
Can I get a copy of my data (GDPR data export)?
Yes — under Article 15 GDPR you have a right of access. Email [email protected] from your registered address. We respond within 30 days with a structured file containing your account, order history, addresses, communications and consent records. The request is free of charge.
Can't find your answer? Contact our customer service. Contact our customer service.
Webshop information
Customer service hours, our physical office, supported languages, age policy and product restock estimates.
When can I reach your customer service?
Our team is available Monday to Friday, 9:00–17:00 CET, by email and phone. We typically reply within 24 hours on business days. The webshop itself is open 24/7 — you can place an order any time; we ship orders received before 15:00 CET on business days the same day.
Can I visit Azarius in person?
No — Azarius is an online-only webshop. Our office and warehouse in Schijndel (Galvaniweg 11, 5482 TN) are not open to the public. This isn't a retail location and we can't accept walk-in purchases or pickups. For a smartshop visit in the Netherlands, your nearest VLOS-listed shop is a better stop — see vlos.nl.
In which languages can I get support?
Our team handles questions in English, Dutch, German and French. We do our best to reply in the language you wrote in. For other languages, English is the safest bet — most of our team is fluent. The website itself is available in 12 languages; the language switcher is in the top navigation.
Why does Azarius only sell to adults?
All our products are intended for adults aged 18 or older. Many ingredients are not appropriate for minors regardless of their legal status, and Dutch law (and VLOS guidelines) requires it for smartshop sales. By placing an order, you confirm you meet this age requirement. We reserve the right to cancel orders we reasonably believe are placed by minors.
Can I combine multiple discount codes?
No, only one discount code per order — unless the code's terms explicitly say otherwise. Combining a code with a sale price depends on the specific code: most don't apply to already-discounted items, but some do. The discount field at checkout will tell you if your code is valid. Newsletter and welcome codes are typically not stackable with seasonal sales.
When will an out-of-stock product be back?
On most out-of-stock product pages there's a "Notify me" form — enter your email and we'll send a one-time email as soon as it's back. Restock timing varies: in-house products (truffles, our own cannabis seeds) restock weekly; supplier products (vaporizers, branded growkits) take longer. We don't pre-announce ETAs because they slip; the notify list is the most reliable way.
Can't find your answer? Contact our customer service. Contact our customer service.
Business
Wholesale, press enquiries, affiliate programs, supplier proposals, bulk orders and B2B invoices.
Do you offer wholesale or reseller pricing?
Azarius sells to consumers (B2C) only — we don't operate a wholesale or reseller channel through the webshop. If you run a physical smartshop in the Netherlands, your industry contacts at VLOS are a better starting point. For specific B2B supply enquiries (e.g. our own seeds or truffles), email [email protected].
How do I reach Azarius for press, interviews or media?
Press enquiries go to [email protected]. We respond to journalists, broadcasters and researchers working on substantive coverage of the European smartshop industry, cannabis policy or psychedelic culture. Please include your outlet, deadline and angle; we'll come back to you within a few business days.
Does Azarius have an affiliate or referral program?
We don't currently run a public affiliate program. If you produce content (blog, YouTube, podcast) in the smartshop or harm-reduction space and want to discuss a partnership, email [email protected]. Influencer giveaways and paid placements are not something we do.
I'm a supplier — how do I propose a product?
Send your proposal to [email protected] with a product sheet, lab analysis (where applicable), supply terms and contact details. We review supplier submissions quarterly. Our buyers look for products that meet VLOS quality standards, have a clean compliance history and ship from within the EU. Compostable or recyclable packaging is a plus.
Can I place a large bulk order?
For most products, no — Azarius is a consumer webshop and our prices reflect retail-scale margins. For specific products in larger quantities (festival, research or non-commercial bulk), email [email protected] with the products, quantities and use case. Custom invoices and shipping arrangements are possible case-by-case.
Can I get an invoice with my company's VAT details?
Azarius sells B2C — invoices are issued in the name on the order. If you need a corrected billing name or VAT number for accounting, contact us with your order number and the correct details; we re-issue the invoice. We can't process VAT-exempt intra-EU B2B sales through the consumer webshop; that requires a different account setup (email [email protected]).
Can't find your answer? Contact our customer service. Contact our customer service.
Product questions
Hands-on questions about our six main product pillars: grow kits, cannabis seeds, magic truffles, spores, vaporizers, and botanicals (salvia, CBD, mescaline cacti). Factual answers — no hype.
Grow Kits
Ready-to-grow mushroom kits — yields, timing, conditions and storage before use.
What is a magic mushroom grow kit?
A grow kit is a ready-to-use container of pre-colonised substrate (mycelium grown on grain and rye, or compressed bricks of sterilised substrate) that fruits within a few weeks under simple conditions. You don't grow the mushroom from scratch — the slow part (colonisation) is already done. You just add water, give it light and air, and harvest. Magic mushroom grow kits are sold legally in the Netherlands; their legal status varies elsewhere in the EU.
How long does a grow kit take from start to harvest?
Typically 10–18 days from setup to first flush, then a second flush 7–10 days later if you re-soak. Most kits give 2–4 flushes over 4–6 weeks total. Yield decreases each flush. Temperature, humidity and contamination luck all affect timing — patience matters more than tinkering.
How much can I expect to harvest from one kit?
Yields vary by kit size and strain: a small kit (1100 cc) yields roughly 200–400g wet across all flushes; a large kit (2100 cc) 400–800g wet. Wet mushrooms lose around 90% of their weight when dried, so dried yield is roughly 10× lower. Specific yield estimates are on each product page. Genetics and conditions matter — don't chase the maximum.
What temperature and humidity does the kit need?
Most magic-mushroom strains fruit best at 21–24°C with high humidity (90%+). The included grow bag traps moisture; mist the inside walls (not the substrate) twice a day. Avoid direct sunlight — bright indirect light is ideal. Cold rooms slow the kit down dramatically; if your room is below 18°C, use a heating mat.
Are grow kits suitable for beginners?
Yes — that's the point. A kit removes the hardest steps (sterile inoculation, colonisation, contamination management). If you follow the included instructions on hygiene, water and temperature, success rates are 90%+ for first-time growers. Contamination is the main failure mode; wash your hands before opening the kit, and don't poke at the substrate.
Can I store a grow kit before starting?
Yes, but the clock is ticking. Store an unopened kit in the fridge (2–8°C, never freezing) to slow the mycelium down. Most kits keep 4–6 weeks refrigerated without issues; longer storage risks contamination or premature fruiting inside the bag. Once you start, you can't pause — keep going through the full cycle.
Can't find your answer? Contact our customer service. Contact our customer service.
Cannabis seeds
Feminized, autoflowering and regular cannabis seeds — what to choose, how to store, and EU shipping notes.
What's the difference between feminized, autoflower and regular seeds?
Feminized: produce almost exclusively female plants (the ones that make buds). Easiest for harvest-focused growers — no males to identify and remove. Autoflower: start flowering automatically after 2–4 weeks regardless of light cycle. Compact, fast (8–10 weeks total), good for beginners and small spaces. Regular: produce both male and female plants. Used by breeders and growers who want to select phenotypes. Browse our range in the seedshop.
How do you germinate cannabis seeds?
Common methods: paper-towel (place seeds between damp towels in a warm dark spot, 20–24°C), glass of water (soak 12–24 hours until they sink), or directly into pre-moistened grow medium. Most seeds crack within 1–4 days. Reminder: in the Netherlands cannabis seeds are sold as collector's items — germinating cannabis is regulated and not advised by Azarius. Check your local law before doing anything beyond storage.
How should I store cannabis seeds?
Cool, dark, dry. The fridge (4–8°C) in a sealed container with a silica-gel sachet is ideal — seeds keep their germination viability for 3+ years this way. Avoid temperature swings (don't keep moving them in and out of the fridge) and bright light. Properly stored seeds remain viable far longer than packaging dates suggest.
Are cannabis seeds legal to buy in the EU?
Cannabis seeds (without THC content) are legal to buy and own in most EU countries as collector's items or souvenirs. Germinating them is a different matter — in most countries it requires a licence or is outright illegal. The Netherlands, Spain and a few others have more relaxed local rules. Check your country's law before doing anything beyond storage. Azarius makes no claims about germination.
How do I choose between strains?
Filter by what matters to you: Indica tends toward shorter, denser plants with heavier, body-oriented effects; Sativa tends taller with longer flowering and more cerebral effects; Hybrid blends both. Yield, height, flowering time and THC potential are listed on each product page. For a first run, an autoflower hybrid with strong reviews is a forgiving choice.
Can I have cannabis seeds shipped to my country in the EU?
Most EU countries accept cannabis seeds; some don't (we block these automatically at checkout). The big exceptions are France, Finland and a few Eastern European countries with stricter rules — there, certain strains or all seeds may be blocked. The cart shows availability based on your shipping country. Customs interception is rare for seeds within the EU but remains your responsibility.
Can't find your answer? Contact our customer service. Contact our customer service.
Magic truffles
Fresh psilocybin-containing sclerotia — what they are, dosing, storage, legality and onset.
What are magic truffles?
Magic truffles (sclerotia) are the underground storage organ of certain psilocybin-producing mushroom species — most commonly Psilocybe tampanensis, P. mexicana and P. atlantis. They form below the surface as a survival structure and contain the same active compounds (psilocybin and psilocin) as magic mushrooms. In the Netherlands they're legally sold fresh, unlike the fruiting bodies of the same species.
How are truffles different from magic mushrooms?
Same active compounds, different biology. Truffles (sclerotia) grow underground; mushrooms (fruiting bodies) grow above ground. Truffles generally contain a lower concentration of psilocybin per gram, so doses are measured in larger gram amounts — and the experience is often reported as slightly milder and shorter than dried mushrooms. In the Netherlands, truffles are legal; mushrooms are not.
What is a typical truffle dose?
Doses are highly individual; what's a microdose for one person can be a full trip for another. Rough fresh-truffle ranges: microdose 0.5–1g, mild 5–10g, moderate 10–15g, strong 15g+. Always start at the low end, especially first time. Body weight, food intake and mindset all matter. Don't combine with alcohol or medication. Independent guidance: Unity.
How do I store fresh truffles?
Refrigerate (2–4°C) in their original sealed packaging — they keep about 30 days unopened. Once opened, use within 2 days. Don't freeze fresh truffles: ice crystals damage the cell structure and can degrade potency. Truffles can be dried for long-term storage, but doing so reduces weight ~5×; dose accordingly with dried.
Are truffles legal where I live?
In the Netherlands, fresh psilocybin truffles are legally sold and consumed by adults; this is the only EU country with a clear legal status. In most other EU countries, possession of psilocybin or psilocin (the active compounds) is illegal — even though truffles aren't named explicitly in the law. Check your local law before ordering. Truffles can't be shipped to countries that block them; this is enforced at checkout.
How quickly do truffles take effect, and how long does it last?
On an empty stomach, effects begin within 30–60 minutes, peak around 1.5–2.5 hours, and fade over 4–6 hours total. Food in your stomach slows onset significantly. Chewing thoroughly speeds absorption. After the main effects fade you may feel emotionally open for several more hours; plan for a calm evening and no driving for at least 24 hours.
Can't find your answer? Contact our customer service. Contact our customer service.
Spores & cultivation
Spore syringes and prints for microscopy — what they contain, how to store, and the legal framework.
What are mushroom spores?
Spores are the microscopic reproductive cells of mushrooms — analogous to seeds for fungi. A spore syringe contains millions of spores suspended in sterile water; a spore print is dried spores on a paper or foil card. Both are used for microscopy, taxonomy and identification studies. Spores themselves contain no psilocybin and are not psychoactive.
Should I get a spore syringe or a spore print?
A syringe is ready to use under a microscope — point, click, observe. Easier for beginners. Shelf life is around 6–12 months refrigerated. A print stores longer (years, if kept dry and cool) and is more compact for shipping, but you'd rehydrate it before microscopy. For one-off study, get a syringe; for a long-term reference collection, get a print.
Is it legal to buy spores in the EU?
Spores of psilocybin-producing species don't contain psilocybin and are legal to buy and possess in most EU countries for microscopy purposes — the Netherlands, Germany and Spain explicitly permit this. The UK, France and a few others restrict spores. Cultivating spores into fruiting mushrooms is a separate matter, generally illegal outside the Netherlands. Azarius sells spores for microscopy only — check your local law before ordering.
How do I store spore syringes and prints?
Spore syringes: refrigerate (2–8°C), out of light. They keep 6–12 months reliably; older syringes still work but show decreased viability under microscopy. Spore prints: room temperature in a sealed, dry, dark place — keep moisture out. Properly stored prints stay viable for years. Never freeze syringes (it destroys spore walls).
What does "sold for microscopy use only" mean?
It means the spore products are intended for visual study under a microscope — observing spore morphology, identifying species, taxonomy work — not for cultivation into mushrooms. In the legal framework of most EU countries, this distinction matters: spores themselves are not controlled substances; the act of cultivation usually is. Azarius does not sell, supply or advise on cultivation.
How are spores different from a grow kit?
A spore syringe contains spores only — to study or, in jurisdictions where it's legal, to start the multi-week process of inoculating substrate and growing mushrooms from scratch. A grow kit is pre-colonised substrate (the slow part already done) and fruits within 2–3 weeks. Kits are sold for cultivation in the Netherlands; spores are sold for microscopy. Different products, different legal frames.
Can't find your answer? Contact our customer service. Contact our customer service.
Vaporizers
Dry herb vs concentrate, temperature ranges, cleaning, battery life and portable vs desktop.
What's the difference between a dry-herb and a concentrate vaporizer?
Dry-herb vapes heat loose plant material directly. They use convection (hot air through the herb) or conduction (the chamber wall heats the herb). Concentrate vapes heat extracts (wax, rosin, oil) on a coil or quartz dish at higher temperatures. Some models do both with swappable chambers. For dry herb start with a portable convection model; for concentrates a battery-pack pen or e-rig.
What temperature should I vaporize at?
For dry herb: 170–195°C is the common range. Lower temperatures (170–180°C) emphasise terpenes and lighter effects; higher (185–210°C) extract more cannabinoids and produce thicker vapour. For concentrates: 200–290°C depending on the material (rosin lower, distillate higher). Each vape has its own recommended range — start in the middle and adjust to taste.
How often should I clean my vaporizer?
Empty the chamber after every session and brush out residue. Do a deep clean (isopropyl alcohol on cotton swabs for the chamber and air path, cleaning brush for screens) every 5–10 sessions for dry herb, or every 2–3 for concentrates. Mouthpiece and screens benefit from a 30-minute soak in 99% isopropyl every few weeks. Clean vapes taste better and last longer.
How long does a vaporizer battery last per charge?
Portable dry-herb vapes: 60–120 minutes of active use per charge, or roughly 8–15 sessions. Pen-style concentrate vapes: 30–60 draws. Battery health degrades over years (lithium-ion cells); after 2–3 years of heavy use you may notice shorter runtime. Vapes with replaceable 18650 cells (Mighty+, Crafty+) outlive sealed-battery models. Avoid charging to 100% or draining to 0%.
Should I get a portable or desktop vaporizer?
Portable: battery-powered, fits in a pocket, sessions are quick — best for daily use. Trade-off is smaller chamber and shorter session before reload. Desktop (Volcano, Plenty): wall-powered, larger capacity, more consistent extraction and better for sharing. Pick portable for mobility and stealth, desktop if you mostly vape at home and want the best extraction quality.
What kind of warranty comes with a vaporizer?
All hardware sold by Azarius has at least the EU statutory 2-year legal warranty (Directive 2019/771). Many manufacturers add extended warranties on top: Storz & Bickel offer 3 years on Volcano and Mighty+, Pax up to 10 years on most models. Warranty covers manufacturing defects, not user damage or wear. Keep your order confirmation as proof of purchase. For warranty claims, contact us with your order number.
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Salvia, CBD & mescaline cacti
Other plant-based products — salvia divinorum, CBD products and mescaline-containing cacti.
What is salvia divinorum?
Salvia divinorum is a Mexican mint-family herb traditionally used by Mazatec shamans. Its active compound salvinorin A is one of the most potent naturally occurring psychoactives by weight — but effects are short-lived (5–15 minutes peak). Sold as dried leaf or as extracts of varying strengths (5×, 10×, 20×). Salvia is legal in the Netherlands and several other EU countries but banned in others; check your local law. Not a substance for beginners or for use without a sober sitter.
What's the difference between CBD and THC?
Both are cannabinoids found in cannabis. THC (tetrahydrocannabinol) is the main psychoactive — it produces the "high". CBD (cannabidiol) is non-intoxicating; it doesn't get you high. EU-legal CBD products contain less than 0.2% THC (less than 0.3% in some countries). CBD is sold as oils, tea, capsules and topicals. Azarius makes no medical claims about CBD; for health questions, talk to a doctor.
What are mescaline-containing cacti?
Several cacti in the genera Lophophora (peyote), Trichocereus (San Pedro, Bolivian torch) and a few others naturally contain the alkaloid mescaline. We sell live, decorative specimens — they're slow-growing and have a long history in ornamental cultivation. The cacti themselves are legal to own and grow in most EU countries; extracted mescaline is a controlled substance nearly everywhere. Azarius sells them as ornamental plants only and provides no extraction guidance.
How do I store dried botanical products?
Dry, dark, cool — ideally in an airtight container away from heat and light. Most dried herbs (salvia leaf, blends, botanicals) keep their potency for 1–2 years stored this way. CBD oils prefer cool dark storage and can go in the fridge; once opened, use within 6 months. Live cacti: dry soil, bright indirect light, water sparingly (every 2–3 weeks max in summer, almost never in winter).
Are these botanical products legal in my country?
Mostly yes for own-use possession, but rules vary. Salvia divinorum is restricted or banned in the UK, Ireland, Germany, Belgium, Finland, Sweden, Estonia, Lithuania, Latvia, Italy and Spain — among others. CBD is legal across most of the EU (with THC limits). Mescaline cacti as ornamental plants are legal nearly everywhere; extracted mescaline is not. Country blocks are enforced at checkout. Check your country's drug law before ordering anything in this category.
What's a typical starting dose?
Wildly different per product, person and method. Dried salvia leaf: 0.25–0.5g for inexperienced users, smoked or chewed (quid). Salvia 10× extract: small amounts (a flake or two) — much stronger than leaf. CBD: 10–25mg per dose for general wellness purposes, more for specific reasons under medical guidance. Cacti: we don't provide dosage guidance — extraction is illegal in most countries and the plants are sold ornamentally. When in doubt: less, then wait. Resources: Unity, Jellinek.
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Trusted since 1999
Why customers trust Azarius
25+ years
Online since 1999
Nederland
Based in the Netherlands
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Last reviewed: April 18, 2026