Shipping & returns
All orders are dispatched within 5 business days except for the items selected or custom made in Morocco
Countries of delivery & custom fees
The available countries that I can ship to at the moment are:
- All countries in the EU - transit time between 2 and 10 business days
- United Kingdom - transit time between 5 and 10 business days
- Switzerland - transit time between 5 and 10 business days
- United States - transit time between 5 and 10 business days
- Canada (except for wooden items) - transit time between 5 and 10 business days
- Australia (rugs only) - transit time between 10 and 20 business days
- New Zealand (rugs only) - transit time between 10 and 20 business days
- Saudi Arabia (rugs only) - transit time between 10 and 30 business days
- Mexico & Brazil (rugs only) - transit time between 10 and 20 business days
Note that prices and shipping fees do not include extra taxes or custom fees for countries outside the EU. Tree of Colors does not collect any extra fees that might be required upon import in countries outside the EU. In that case, you are solely responsible for any extra taxes and custom fees.
- For the UK: you'll be required from HMRC to pay VAT (20%), custom duty (2%) and a clearance fee (£12) on top of the price of the item + the shipping fee together.
- For the US: you'll be required to pay to the US Customs the State Sale Tax (that depends on the state you ship to) and custom fees on top of the price of the item + the shipping fee together (4,5% for rugs, blankets, cushions and poufs).
- For Australia: for goods with a value over 1000 AUD, you pay 5% of the value of the good as import duty + 10% of total value of the goods + freight + duty as import GST
Shipping
All orders are dispatched within 5 business days and are carefully packed with bubble wrap in a carton box.
Once the order is dispatched, you will receive an email confirming the shipping as well as a tracking code. All orders receive a tracking code and are insured. All orders are dispatched with the Belgian post services, Bpost, within the European Union. To ship elsewhere or to ship large rugs (bigger than 2 by 3m), it will be done via UPS. If you're interested in a large rug, please contact us so we can give you a quote for the shipping.
You are solely responsible of incorrect delivery addresses and this may give rise to additional delivery costs.
The stated sales prices are always exclusive of delivery costs, unless stated otherwise.
If there is any visible damage to and/or qualitative deficiencies of an article or other deficiency in the delivery, you need to report it immediately to us at adeline@treeofcolors.com. Please send us pictures of the box with the label visible, the inside and outside of the packaging and of the damage caused to the article. This is necessary in order to asses the damage caused during the delivery and to request compensation.
Cancellations for orders made online
You may cancel an order until it is dispatched. Note that you will be notified of the dispatching of your order after it is actually dispatched (either the day before, or on the same day).
Returns for orders of a physical product made online
You have the right to withdraw and return your order within 14 days after the delivery of your order. To do so, you need to notify us about your decision to return your items by sending an email to adeline@treeofcolors.com and by completing the form below.
The right of withdrawal period will expire 14 calendar days after the date when you or a third party that you indicated other than the carrier physically received the goods.
In any event, you have no later than 14 calendar days from the day that you notify us of your decision to return an item, to send back or hand over the goods to Adeline Bastin - Tree of Colors, Rue du Masy 2A, 6040 Jumet, Belgium. You are on time if you have sent back the goods before the period of 14 calendar days has expired.
You are solely responsible for the direct costs for returning the goods, as all as import fees to Belgium if you ship from outside the European Union.
In case of eventual returns, you are requested to return articles in their original state and packaging, including all delivered accessories and user notices. If the returned product is reduced in value in any way, we are entitled to hold you liable and demand compensation for each depreciation in value of the goods that are due to your use of the goods that goes beyond what is necessary in order to determine the nature, characteristics and operation of the goods.
Only articles that are returned in the original packaging, along with all accessories, instructions and invoice or sales receipt can be returned.
The right of withdrawal is not applicable for any order that was custom-made specifically for yourself or someone else.
Exchanges after a purchase made in person
If you buy a product in person with us (at the showroom, at a pop-up store managed by Tree of Colors or in person at your home or any other place that we agreed to meet to), all sales are final. If notified within 24 hours of your purchase, you have the right to ask for an exchange for an amount minimum of the value of your purchase by sending an email to adeline@treeofcolors.com and by completing the form below. You can only exchange a product against another product (or other products) that is available in stock at the time of the exchange.
If the returned product is reduced in value in any way, we are entitled to hold you liable and demand compensation for each depreciation in value of the goods that are due to your use of the goods that goes beyond what is necessary in order to determine the nature, characteristics and operation of the goods.
In any event, you have no later than 7 calendar days from the day that you notify us of your decision to exchange an item, to send back or hand over the goods to Adeline Bastin - Tree of Colors, Rue du Masy 2A, 6040 Jumet, Belgium.
You are solely responsible for the direct costs for returning the goods.
Only articles that are returned in the original packaging, along with all accessories, instructions and invoice or sales receipt can be returned.
The right of withdrawal is not applicable for any order that was custom-made specifically for yourself or someone else.
RETURN FORM
This is your return form. Please complete attached return form and add it in your return shipment. When we receive the returned product in perfect shape, we will re-imburse you within a couple of days. Please comply with the instructions underneath, enabling us to handle your return shipment as well as possible.
- Complete the return form.
- Put the article in the original box or any other firm cardboard box. When you return fragile products, you should wrap these again with the protective material (ex. bubble wrap). Add your return form in the package. Close the box and seal it carefully.
- You may return your package including the return form to:
Adeline Bastin - Tree of Colors
Rue du Masy 2A
6040 Jumet
Belgium
- You are entirely responsible for the return of the product(s) and the return cost involved.
- When your return shipment has been processed, you will receive a confirmation message per e-mail. We will re-imburse you within a couple of days.
- Keep your proof of shipment until we sent you the confirmation e-mail that we processed your return shipment.
- We will not accept returned products that have been used, worn, are damaged or are incomplete.
If you would have any questions or remarks, please send a message to adeline@treeofcolors.com
RETURN SHIPMENT INFORMATION
Customer details
Name:
Address:
City and zip code:
Province:
Country:
Order number:
Product data
Product(s):
Reason for return:
Date of returnshipment:
Remarks:
Refunds & coupons for orders of a physical product made online
After your items have been sent back to us and after checking the content of your return shipment, you will be able to choose between getting a coupon for the amount that your paid for the returned items or getting a refund within 14 days for the amount that you paid for the returned items. Please notify us your decision.
In case of refund, you'll be refunded using the same means of payment as you used in the initial transaction, unless you explicitly agreed otherwise.
For the orders shipped outside the European Union, returns are accepted but the shipping fees are neither refundable nor exchangeable with a return coupon.
