Can't find the answer? Email us at [email protected] or open the Mimi chat (bottom right) — quick response on business days.
Legality & Products
Is CBD legal in France?
Yes. The sale and consumption of hemp products (Cannabis sativa L.) are legal in France as long as the THC level is strictly below 0.3% (decree of December 30, 2021). All our products comply with this limit and are accompanied by independent laboratory analyses.
Do you sell HHC, HHCPO, H4CBD, THCP…?
No. Cloud Store CBD does not market any synthetic cannabinoids. We only offer molecules naturally present in hemp — CBD, CBG, CBN, CBC. This is a voluntary and permanent policy.
Does CBD cure a disease?
CBD is not a medicine. It has no therapeutic virtues recognized to date by French health authorities. We make no health claims. For any medical questions, consult a healthcare professional.
Where do your products come from?
We work with two trusted French producers, selected based on strict criteria (standardized cultivation, traceability, THC control, gentle methods). We do not disclose the identity of our suppliers to protect them.
Are laboratory analyses available?
Yes. Each batch is analyzed by an independent laboratory to verify the THC level, cannabinoid composition, and absence of pesticides or heavy metals. Certificates can be viewed on the Analyses (COA) page.
Order & Payment
How do I place an order?
Add products to your cart, confirm, enter your shipping details, choose your shipping and payment method, then confirm. You will receive an email confirmation immediately.
Do I need to be of legal age?
Yes, sales are strictly reserved for adults (18 years old and over). Age verification is required at checkout. Any false declaration engages the responsibility of the declarant.
What payment methods do you accept?
Credit card via Stripe and Viva.com (CB, Visa, Mastercard), with 3D Secure authentication. Your banking data is never processed or stored by Cloud Store CBD.
Is payment secure?
Yes. Transactions are TLS encrypted and our payment providers are PCI-DSS certified. 3D Secure authentication is systematic for eligible payments.
Can I get an invoice?
Yes — the invoice is automatically generated for each order and accessible from your customer account. Upon request, we can also send it to you by email.
Can I modify or cancel my order?
As long as the order has not been shipped (usually within 24 business hours), yes. Contact us as soon as possible at [email protected] with your order number. Once the package has been entrusted to Colissimo, cancellation goes through the right of withdrawal (see Shipping & Returns).
Shipping
Do you ship everywhere in France?
We deliver to mainland France and Corsica. No shipments yet to DROM-COM or abroad.
What are the delivery times?
Preparation and shipment within 24 business hours, then Colissimo delivery in 1 to 3 business days on average. Total observed: 2 to 4 business days from cart to mailbox.
Is the packaging discreet?
Yes. Neutral, opaque package, with no external mention of the nature of the products. The sender indicated is a neutral trade name.
How do I track my package?
See the dedicated page: Order Tracking.
How much does shipping cost?
Fees are calculated at checkout based on weight and shipping method. The details are displayed before validation, with no surprises at payment.
Returns & Refunds
Can I withdraw my order after placing it?
Yes, you have a period of 14 calendar days from receipt, without having to state your reasons. Exception: unsealed products (opened sachets, broken seals) are not eligible for hygiene reasons (article L.221-28, 4° of the Consumer Code). Details on Shipping & Returns.
How long does it take to get a refund?
No later than 14 days from receipt of the returned package, using the payment method used for the order.
I received a defective product, what should I do?
Contact us at [email protected] with your order number and photos. We will find a quick solution (reshipment, refund). Return costs are at our expense.
My Account
Do I need to create an account to order?
No, guest checkout is possible. But having an account allows you to find your orders, your address, your loyalty points, and your referrals.
I forgot my password
On the login page, click on "Forgot password". A reset link will be sent to you by email.
How do I delete my account?
In accordance with GDPR, you can exercise your right to erasure at any time. Write to us at [email protected] specifying your request. See also Privacy Policy.
Loyalty & Referral Program
How does the loyalty program work?
You earn 1 point per euro spent. Points convert into vouchers (20 points = €1 reduction, or 5% cashback). Details on the Loyalty page.
What about referrals?
Referral: -20% on their first order. Referrer: €10 voucher as soon as the referred person orders. Personal referral links available in your loyalty area.
How do I use my points?
In the cart, the Mimi widget (bottom right) displays your points and offers you a discount code to apply at checkout.
Data & Cookies
How is my data used?
Only to process your orders and improve your experience. No resale to third parties. Full details: Privacy Policy.
How do I manage cookies?
On the Cookie Policy page, a "Manage my cookie preferences" button allows you to change your choices at any time.
What are my rights regarding my data?
Access, rectification, erasure, opposition, portability, restriction. To exercise them, write to [email protected]. Response within a maximum of one month.
What if my question is not listed?
Email us at [email protected] or open the Mimi chat at the bottom right of each page. We respond on business days.