Order
1. Can I cancel my order?
Unfortunately, it it not possible to cancel your order. If you no longer want your order, you can return it once the parcel has been delivered.
2. How can I adjust my order?
Please note that once an order is placed, we are not able to make any changes to it. A new order will need to be placed and the original order returned.
3. I haven't received my order confirmation
If you haven't received an order confirmation, it could be due to these reasons:
- your order has not been approved yet.
- your order confirmation e-mail could have been caught in your junk mail folder.
- there is a spelling mistake in your email address. Please contact our customer service at sales@tinytreesstore.com and we will re-send you your order confirmation.
4. When is my order going to be sent?
Once your order is confirmed it will be sent from our warehouse within 1-3 business days. During busy periods, a delay may occur and you will be notified by our Customer Service team.
5. I made a mistake in my delivery address
- Delivery address cannot be modified once the order has been placed.
- Once the order is in transit, we recommend you adjust the delivery address via the tracking link provided by the courier.
SHIPPING
1. What is the estimated delivery time and shipping cost to my country?
You may find our estimated delivery time and shipping cost to your country here.
2. I haven't received my tracking number
Once your order is shipped, you will receive a shipping confirmation with a tracking link. If you do not receive an email from us, please check your junk mail folder and see if you have provided the correct e-mail address upon checkout. You are always welcome to contact us at sales@tinytreesstore.com should you have any questions.
3. My tracking link is not active
Depending on the courier your order has been shipped with, the tracking link might not be active in the first 2 business days. You are always welcome to contact us at sales@tinytreesstore.com should you have any questions.
4. I am experiencing delivery issues
If you are experiencing any delivery issues, you are always welcome to contact us with your order number at sales@tinytreesstore.com . Please note, that delivery delays might occur on international shipping, if the package is held at customs.
5. My package was sent back to you
Your package could have been sent back to us due to these reasons:
- no one was at the delivery address during the attempt of a delivery
- the package was not collected from a parcel shop within the given time frame
- the delivery address was incorrect or incomplete.
In any of these cases, we will issue a refund within 14 days of your package returning to our warehouse. Please note that the package can not be re-sent. If you wish to receive the items ordered, you are welcome to place a new order instead.
RETURNS & EXCHANGES
1. How can I return or exchange a product?
If you change your mind about a product, we gladly accept returns within 20 days of you receiving your order. If you wish to exchange an item to another option, please place a new order and return the items you wish to exchange. In order to send a return package to us, please choose a business delivery option (not access point), as we are not able to collect packages from parcel shops. For more information about product return, please read here.
2. Do you offer free returns?
No, we do not offer free returns. You as Customer hold expenses related to returning a product.
3. When will I receive a refund for my product return?
The refund will automatically take place within 14 days after we receive your return parcel at our warehouse. Refunds will be credited to the original payment method unless otherwise agreed.
COMPLAINT
1. I have received a wrong order or product
If you have received a wrong order or product, please contact us at sales@tinytreesstore.com with your order number and a product image and we will look into the matter.
2. I haven't received some of the products I ordered
If you are missing some of the products you have ordered, it could be due to these reasons:
- if products listed in your shipping confirmation e-mail are missing, then there has been a packing mistake and you are welcome to contact us at sales@tinytreesstore.com.
- if not all products ordered are listed in your shipping confirmation e-mail, unfortunately our warehouse could not complete your order due to a stock discrepancy. This also means that payment was taken only for the items sent.
You are always welcome to contact us at sales@tinytreesstore.com should you have any questions regarding your order.
3. I would like to make a complaint
We are sorry to hear that you have had a bad experience with one of our products. If the product was purchased at one of our retail partners, then we kindly ask you to contact them. The retailer will handle your claim in accordance with the rules of the country from which our retail partner operates. If you have purchased the product from our webshop or Amazon tinytreesstore.com, or via Amazon, please submit your claim case at sales@tinytreesstore.com and we will resolve it within a few business days.
4. I received a tiny trees product as a gift and would like to make a complaint
You need to have proof of purchase to submit your claim. If the gift was purchased at one of our retail partners, then we ask you to contact them directly. The retailer will handle your claim in accordance with the rules of the country from which our retail partner operates. If the gift was purchased from our webshop or via Amazon and you have an order number, please submit your claim here.
OTHER
1. Do you have a discount code for my first purchase?
We do sometimes have a campaign where we offer 10% discount on your first purchase after signing up to our newsletter. If you can not find this campaign on our website, then it is not currently available.
2. Do you offer gift service?
We do not currently offer a gift service for products purchased from our webshop. Inside each package we include a packing list without prices. However, there are small price tags on product packaging, which cannot be covered. We would like to offer a gift service to our customers in the future and our team is currently looking into different possibilities.
3. I would like to become a wholesaler
Thank you for your interest in our brand and in becoming a Tiny Trees retailer. If you would like our Sales team to review your request, we will have to kindly ask you to email us at sales@tinytreesstore.com. Our sales team will get back to you.