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Frequent questions

How do I receive Tree products?

The ordered products are placed inside a 100% recyclable cardboard box. For internal packaging, if necessary, a pouch of bubble wrap or paper is used.

How much does it cost to ship to Italy?

The cost of shipping in Italy is € 5.90, for orders over € 59 shipping is free.

How much does it cost to ship to the islands?

The cost of shipping to the islands is always € 5.90, therefore for some places not included in the normal service area (Sensitive locations) a variable contribution could be requested starting from € 1.99. For orders over € 59 shipping is free.

Do you ship internationals?

We ship to almost all of Europe, contact our "Tree Support" or send an email to ciao@treeoriginal.com to get a quotation for shipping costs.

When will I receive my order?

Once your order is confirmed, generally the goods are prepared for shipment and entrusted to the Courier the next day. From that date, the Courier takes about 2-3 working days for delivery in Italy, and up to 9 working days for delivery in Europe. For the Christmas period times can be extended up to 3-5 working days for delivery in Italy. Orders placed over the weekend or on holidays are prepared during the next business day. During the summer period orders placed starting from mid-July could be slowed down in variable mode due to heavy traffic blocks. Production and shipping services will resume regularly at the end of August. For some European countries delivery times may be extended due to the completion of customs procedures. When the Express Courier has taken charge of your package, you will receive an email and / or an SMS to the telephone number indicated during the purchase phase, with the shipment tracking link.

How can I find out where my order is?

When your order is ready for shipment you will receive an email and a text message to the phone number indicated during the purchase phase, with the link to track the package. Through the email we send, or on the website of the courier who took delivery of the shipment, you can always check where your order is. Didn't receive the email? Check the Junk Mail or Spam folder of your e-mail box and, if you use a Gmail address, also check the Promotions folder.

What happens if I am absent at the time of delivery?

In the absence of the recipient, delivery is normally attempted the next working day. If the delivery does not succeed even on the second attempt, the material is placed in storage at the local branch and must be picked up personally by the recipient within 10 days. From 3 to 10 day of storage, the courier generally requires a cost of € 0.35 / day to collect the package. We and the staff of the destination branch of the courier are available to promptly resolve any problems relating to the delivery of your order.

Can I pick up my order at your stores?

If you live in the province of Milan or you have the possibility to travel in the area, you can pick up your order in person at our Showroom, saving shipping costs, as well as enjoying an herbal infusion or a fruit centrifuge with us. As soon as the order is ready you will receive a notification by e-mail, and you will have 2 weeks to withdraw your order.

If I have a business and want to replenish my stores with larger quantities?

On important quantities, the system automatically sends an e-mail notification to take charge of the request. In these cases we advise you to interface directly with us at the email address ciao@treeoriginal.com every single request will be evaluated together in order to offer you the best offer, and meet your needs.

What should I do if something is missing in the package delivered to me or if there is a damaged product?

If at the time of delivery in the package there were missing products, other than those ordered and / or damaged, please contact our Help Center promptly by clicking on "Tree Support" to send a message or write an email to ciao@treeoriginal.com. If you receive an open or non-personalized package from Tree you can accept with reserve or refuse delivery: immediately report the incident to our Help Center that will verify the incident.

What should I do if the package delivered to me shows signs of tampering or damage?

Check the package well upon delivery: if it shows signs of tampering or is clearly damaged, we advise you to refuse delivery and contact our Help Center. To contact our Help Center go to the Contact Us page at the bottom of each page of our site or send an email to ciao@treeoriginal.com.

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