Shipping & Delivery

When you place an order in our webshop before 15:00 CET, we will do our best to ship your paid order on the same day.

We ship your order in a neutral package and ensure that your products are optimally packed for maximum protection during transport.

All shipments are handled via GLS or PostNL, depending on your location and the type of shipment. Shipping is arranged through our shipping platform Sendcloud.

Your package can be delivered to your (home) address or to a GLS Parcel Point or PostNL pickup point. You can select your preference during checkout.

We ship to all countries within the European Union via our online store.

Mountain High also works worldwide with distributors. Are you interested in a business partnership or distributorship? Please contact us via our contact page.

Shipping costs cover only the carrier’s fees unless otherwise stated. The most up-to-date shipping costs are calculated during checkout.

Delivery Times

We ship from the Netherlands.

• Within the Netherlands, packages are generally delivered on working days (Monday to Friday) within 24 hours. Depending on the carrier, delivery may sometimes be possible on Saturdays.
• Within the EU, the average delivery time is 4 days, but it may vary per country between 2 and 7 days.

Note: Delivery times are not guaranteed, as shipments are transported by road and delays may occur.

Warranty & Returns

Warranty

We stand behind the quality of our products. If you receive a damaged product or if something is missing from your order, you may claim warranty.

Since most of our products are consumables (such as paper cones), the statutory 2-year warranty period applies only to demonstrable manufacturing defects or damage during delivery, not to normal wear or use of the product.

In case of a warranty claim, please contact us via email or phone. We will do our best to resolve the issue to your satisfaction.

Note: Many of our products come into contact with heat, fire, and/or the mouth. For hygienic reasons, these products cannot be returned once used. Clothing and accessories can be returned more easily. If in doubt, please contact us.

Returns

As a consumer, you have a 14-day cooling-off period after receiving your order. Within this period, you may return your order unopened and unused without giving a reason.

We ask that you contact us in advance so we are aware of your return. From the moment you notify us, you have 14 daysto return the product.

When revoking your order, you must return all products, including accessories, and – if reasonably possible – in their original condition and packaging.

The costs of return shipping are your responsibility.

We will refund the full purchase amount (including original shipping costs) once we have received the products in good condition.