Returns and complaints
If you don't like the product or you don't need it anymore, you can return it within 30 calendar days, counting from the day you receive the package. Return it to this address:
FairyTrees c/o GLS Depot 14
An der Autobahn 9
03048 Cottbus
The return is free and you can make it in a few simple steps:
- Please contact us. You can call us (61969727616), write an e-mail (contact@fairytrees.eu) or fill out the form at the bottom of this page. Before contact, please prepare your order number – you'll find it on the invoice or in the order confirmation received by e-mail after making the purchase.
- You’ll receive a free GLS label from us. You can print it out and stick it on the package or show it to a ParcelShop employee so they can read the QR code. After leaving the package in ParcelShop, keep the postage receipt you received.
- After we receive your package, we need a few days to process the return. The refund will be made within 5 working days counting from the delivery date to our address, in the same way as you paid for the order. If you still don’t see the refund on your account after 5 days, please let us know - we'll check the case and we'll make a refund as soon as possible.
You may receive a return label from a different transport company, depending on the country you are returning the Christmas tree from.
If you need a different model or size of Christmas tree, you can simply return the first one and place a new order.
Remember - you don't have to specify a reason for the return, but we'll be very grateful if you do. We listen carefully to the voice of our customers and constantly make changes to our assortment - Your feedback on the Christmas tree you returned will also be taken into our consideration when we make further changes to our products. Every voice is heard when it comes to us!
Your Christmas tree is damaged, defective or not as described?
Don’t send the Christmas tree back at your expense. Contact us (see step 1 of the return process) and describe shortly the reason for your claim. We'd love to give you a satisfactory answer as soon as possible, so include the following when contacting us:
- if it's possible, please send us 2-3 pictures of the defect described (in case of a packaging error, we need photos of a color label with the name and size of the Christmas tree)
- tell us what solution you’re interested in: do you want to exchange the Christmas tree, send it back and get a refund or maybe keep it for a partial refund?
After we receive your message, we'll contact you and find the optimal solution together.
RETURNS POLICY
(The right to withdraw from the Agreement)
- The consumer who has concluded a distance agreement can withdraw from sales agreement within 30 calendar days without giving a reason and without incurring costs, except for the costs referred to in VII.13. To keep the deadline, it is sufficient for the consumer to make a statement of the Seller before it expires.
- The Customer may compose the declaration by himself or use the form of declaration of withdrawal from Agreement (Appendix No 1).
- The statement of withdrawal from the agreement may be submitted to the Seller's e-mail address: contact@fairytrees.eu.
- The Seller shall immediately confirm on a durable medium the fact of receipt of the statement of withdrawal from the contract submitted in the manner indicated in subsections 2 and 3.
- The course of time for withdrawal from the Sales Agreement shall commence a) on the date on which the Product was taken by the Consumer or by a third party designated by him/her other than the carrier and in the case of a Sale Agreement, which:(1)includes a great number of Products that are delivered separately, in batches or in parts, since acquiring possession of the last Product, a batch or part, or (2) is based on regular delivering Products for a fixed period of time – since acquiring possession of the first of the Products; b) for other agreements – from the date of conclusion of the contract.
- In the case of withdrawal from a distance Agreement, such an Agreement shall be deemed not concluded.
- The Seller is obliged immediately, but not later than within 14 calendar days from the date of receipt of the consumer's statement of withdrawal from the contract, to return to the consumer all payments made by him, including the costs of delivery of the Product. The Seller shall refund the payment with the same method of payment as was used by the Consumer, unless the Consumer agrees to another way of refund, whereas such a refund shall not generate any cost for the Consumer.
- If the consumer has chosen a method of delivery of the Product other than the cheapest usual delivery method available in the Online Shop, the Seller is not obliged to refund the additional costs incurred by the consumer.
- The Consumer is obliged to immediately, no later than within 14 calendar days from the date on which he withdrew from the agreement, return the Product to the Seller or hand it over to a person authorized by the Seller to collect it, unless the Seller offered to collect the Product himself. To meet the deadline, it is sufficient to send the Product back before its expiry.
- The purchased Products should be returned to the following address:
- GLS Depot 14, An d. Autobahn 9, 03048 Cottbus (Germany)
- The Consumer is responsible for reducing the value of the Product as a result of using it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the Product.
- The seller may withhold the refund of payments received from the consumer until the Product is received back or the consumer provides proof of its return, whichever occurs first, unless the Seller himself offered to collect the Product from the consumer.
- The consumer bears the direct costs of returning the Product.
- The right to withdraw from a distance agreement is not entitled to the Consumer in relation to contracts:
in which the subject of the service is a Product non-prefabricated, manufactured according to the consumer's specifications or serving to satisfy his individual needs.
Appendix No 1 - Form of withdrawal from agreement
(this form should be filled in and returned only if you wish to withdraw from the contract)
- Address:
GLS Depot 14, An d. Autobahn 9, 03048 Cottbus (Germany)
e-mail address: contact@fairytrees.eu.
- I / We (*) hereby inform / inform (*) of my / our withdrawal from the contract of sale of the following products (*)
- Date of conclusion of the contract (*) / receipt (*)
- Name and surname of consumer (s)
- Consumer (s) address
- Signature of the consumer (s) (only if the form is sent in paper version)
- Date
(*) Delete as applicable.