FAQ

Frequently Asked Questions (FAQ)

Quick answers about ordering, delivery, payments, safety and shopping with Awake. For detailed information about a specific product, visit the relevant product page.

Which payment methods do you accept?

We offer several secure payment methods at checkout, including card payment and bank transfer. The available options may vary depending on your country.

I didn't receive an order confirmation. What should I do?

Please check your spam or junk folder first and make sure you used the correct email address at checkout. If you still can't find your confirmation, contact us and we'll be happy to check your order.

Can I change or cancel my order after placing it?

Because we work with fresh and perishable products, orders cannot be cancelled or refunded once they have been placed.

Our products are prepared specifically for shipment and are excluded from the standard right of withdrawal for perishable goods. Please make sure your order details are correct before completing your purchase.

If you notice an error in your shipping details, contact us as soon as possible and we will do our best to correct it before the order is shipped.

What should I do if I entered the wrong shipping address?

If your order has not yet entered the shipping process, we will do our best to update it. Once an international shipment has been processed or shipped, the address can no longer be changed.

Please note that orders sent to an incorrectly entered address are not covered by our EU Delivery Guarantee.

My payment failed. What should I do?

If your payment fails, you can try again or choose another available payment method. Bank transfer is also available as a reliable alternative if you're unable to complete your payment by card.

When paying via PayPal or bank transfer, always include your order number as the payment reference so we can match the payment to your order.

If money was deducted but you didn't receive an order confirmation, contact us before placing another order so we can check the payment status.

Which countries do you ship to?

We ship throughout much of Europe. Availability and shipping conditions can vary by destination.

For the latest information about countries, delivery times and any country-specific conditions, please see our Shipping & Delivery page .

How long does delivery take?

Most EU orders arrive within 1–5 business days, while some destinations may take approximately 6–15 business days.

Delivery times are estimates and can vary depending on the destination and local carrier.

Is the packaging discreet?

Yes. All orders are shipped in discreet, neutral packaging without product information on the outside.

How can I track my order?

Once your order has been shipped, you'll receive a Track & Trace link by email. You can use this link to follow your shipment until delivery.

My tracking says 'delivered', but I haven't received my package. What should I do?

First, check around the delivery location, with household members or neighbors, and any safe place where the carrier may have left the package.

If you still cannot find it, contact the local carrier and then contact us with your order number so we can help you check the shipment.

Please note that a shipment marked as delivered by the carrier is considered delivered and is therefore not covered by our EU Delivery Guarantee.

What happens if my package doesn't arrive?

If your order is covered by our EU Delivery Guarantee and doesn't arrive, we'll first send a free replacement. If the replacement doesn't arrive either, we'll issue a full refund.

Country-specific conditions and exclusions may apply. Please see our Shipping & Delivery page for the full details.

My tracking hasn't updated for several days. What should I do?

Tracking can occasionally pause while a shipment is moving between carriers or countries.

If there has been no update for several days, contact us with your order number and we'll help you check the shipment.

How should I store my products?

Fresh truffles and microdosing truffles should be kept refrigerated at 2–5°C, preferably in their original sealed packaging. Storage instructions for grow kits differ, so always follow the instructions in the Grow Kit Guide.

For detailed storage instructions and shelf life, check the guide for your product. All product guides are sent by email after ordering and can also be found at the bottom of our website.

Where can I find my product guide?

Your digital product guide is sent to you by email after ordering.

You can also find all of our product guides at the bottom of our website, so they're always easy to access.

Do I need to be 18+ to order?

Yes. You must be at least 18 years old to order products from Awake.

Are Awake products legal in my country?

Our products are legally sold in the Netherlands and we ship throughout much of Europe. However, regulations and their application can differ between countries.

For more information about our legal and shipping framework, please see our Legal Status page . We cannot provide individual legal advice about the laws in your country.

Can I use psilocybin products while taking medication?

Some medications can interact with psilocybin or affect the experience.

If you take medication or have a medical condition, consult a qualified medical professional before using psilocybin products.

Can I combine psilocybin with alcohol or other substances?

We recommend not combining psilocybin with alcohol or other psychoactive substances.

Combining substances can make the effects less predictable and may increase the risk of an unpleasant or unsafe experience.

Who should not use psilocybin products?

Psilocybin products should not be used by minors, during pregnancy or breastfeeding, or by people with certain psychiatric conditions or relevant medication use.

If you're unsure whether psilocybin use is appropriate for you, consult a qualified medical professional first.

My order arrived damaged or incomplete. What should I do?

Contact us with your order number and clear photos of the package and its contents. We'll review what happened and help you find the appropriate solution.

My fresh product doesn't look or smell right. What should I do?

If a fresh product has visible mold or a strong or sour smell, don't use it.

Contact us with your order number and clear photos of the product and packaging so we can take a look and help you further.

How can I contact Awake?

You can contact our support team by email or WhatsApp.

If your question is about an existing order, please include your order number so we can help you faster.