Last updated: 01.01.2025
This policy applies to all orders placed on the Authentic Trees website and is intended for consumers only (not for retailers or businesses).
- Shipping Locations
We ship to destinations worldwide. If we are unable to deliver to your location, we will inform you before completing your order.
- Order Processing Time
Processing Time: It takes 2-3 business days to process your order. Once your products are shipped, we will send you a confirmation email with tracking information.
- Shipping Time
Estimated Delivery Time: Once shipped, your order should arrive within 5-10 business days. However, due to global events, delays may occur. If your order is delayed, please contact us at janis@authentictrees.com, and we will assist you.
- Right of Withdrawal (EU Customers only)
You have the right to withdraw from your purchase within 14 days from the date you receive the products. For more details on how to exercise this right, please refer to our Terms & Conditions.
- Shipping Costs
Shipping Fees: Shipping costs are calculated separately and will be added to the total cost of your order at checkout. These fees are in addition to the price of the products.
- Customs and Import Duties
Responsibility for Customs Fees: You (or the recipient you designate) are responsible for any customs duties, taxes, or import charges associated with receiving the products. If you fail to pay these fees, the products may not be delivered, and you will not be able to reclaim the purchase price. We recommend checking with your local customs office before placing an order.
- Damaged Products
Reporting Damaged Goods: If you receive damaged products or packaging, please notify us immediately upon receipt. Include details about the damage and provide photos of the damaged items and packaging. We will assist you in resolving the issue as quickly as possible.
- Incorrect Address
Responsibility for Address Accuracy: We are not responsible for any delays or issues that arise from providing an incorrect shipping address. If the address you provided is incorrect, you will be responsible for any additional costs incurred, including re-shipment fees.
- Unclaimed Products
Unclaimed Orders: If you fail to claim your order (e.g., if it is returned to us due to an incorrect address or refusal to accept delivery), the products will either be destroyed or returned to us. In such cases, you will forfeit the payment made for the unclaimed items.
