Shipping and Returns
RAIZ will process the order as soon as we receive a receipt of your transaction. We will process your purchased items in the shortest time possible. During sale period, processing of orders and customer support may take longer time than normal.
We operate Monday to Friday with the exception of public holidays.
Delivery times displayed below are on top of this time. orders will only be dispatched once payment has been confirmed.
1-3 working days
Free for orders over 30€
3-5 working days
Free for orders over 80€
3-5 working days
Free for orders over 100€
5-8 working days
Free for orders over 200€
Delivery to countries outside the EU may be subject to local import taxes, which are your responsibility. If so, the shipping company may contact you once your Items are in customs to let you know the cost. Be aware that this may delay your delivery time. It will be your responsibility to pay the necessary charges for local authorities to release goods held at customs. Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability.
EXCHANGES AND RETURNS
Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods you have 14 days since your order date to ask for a full refund or an exchange.
Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If an item is classified as faulty and was received damaged, you must contact us within 7 days of receipt we can then offer alternatives such as repair or exchanges.
You can exchange your item through our online store in 3 easy steps:
- Email us at email@example.com indicating your order number, the item you want to exchange and the item you want to receive.
- Prepare the package. You can use the original shipping box or any box that is secure. Please return the product and its packaging in perfect condition otherwise either you would be charged or we wont accept the return.
- Send us the parcel to this address:
RAIZ- (ArbolShop) C/ Barquillo 7, 28004, Madrid, Spain.
Unfortunately, we cannot refund any taxes, duties, charges or the return and shipping fee. Refunds will also be set at the price you paid and not the price in the currency concerned at the date of refund.
We recommend posting within 7 days of your Return Request and requesting proof of postage to guarantee that we receive your parcel within 14 days. We regret that we cannot be held responsible for anything lost or damaged in transit. When your return has been accepted, your refund will be issued and you will receive a confirmation e-mail. A refund will be issued to your original payment method within 5 days.