FAQs

How long will it take for my order to arrive?

We usually dispatch items within 2 to 4 business days (that excludes weekends and holidays). After that, the shipping time depends on the chosen shipping carrier (DHL). 

Where do you ship and what are the costs?

All products are shipped from The Netherlands. We offer shipping to all EU countries. At checkout, you can see the shipping costs depending on the destination.

Can I modify the shipping address?

If you have not received a shipping confirmation email (meaning your item has not been shipped), you can still modify the shipping address. Please email us the new address (and your order number) using the contact form as soon as possible.

Can I cancel or modify my order?

If you have not received a shipping confirmation email (meaning your item has not been shipped), you can still cancel or modify your order. Please email us the details (including your order number) using the contact form as soon as possible.

Can I return a product?

Of course! Returns are accepted within 14 days of purchase. The returned items must be sealed (in the original packaging) and undamaged. The shipping costs (for the original order and the return) are on you. As soon as the returned products are received and accepted, a refund through the original method of payment will be initiated. Please note it can take several business days (usually 10) for the transaction to be complete. If it’s been more than 15 days since we’ve approved your return and you haven't received your refund, please contact us.

What if my order is damaged?

In the event that your order arrives damaged, please email us as soon as possible at info@pneumashop.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

How do I use Pneuma incense?

You can read information about this on the "How to use Pneuma incense" page, which you can easily access from the homepage or the product description.

Is it possible to order larger quantities?

Please contact us if you’re interested in purchasing larger quantities.