Shipping

The prices do not include shipping or communication, or installation, or complementary services, unless expressly agreed otherwise in writing. Shipping costs will be calculated at the time of saving the cart or quote, since their calculation depends on the weight of the products and on the delivery address.

Shipping time

The delivery dates or times will be understood as approximate, delay not constituting an essential default. In the event that the PROVIDER has not delivered the merchandise after 30 days from the agreed delivery date, the customer  will be entitled to cancel the order and receive the refund of the total amount paid at no cost, without originating liability for damages attributable to the PROVIDER.

The delivery time is usually between 2 and 6 working days, depending on the place of destination and of the payment method chosen. The approximate delivery time will be informed at the time of saving the cart and completing the shipping address. This time prevails as long as the availability of the merchandise has been confirmed and the full payment of the order has been verified.

Orders placed before 12:00 noon on a business day will be prepared and shipped that same day, orders placed after 12:00 noon will be prepared and managed the next business day, inducing an additional delivery time of 24h. Orders placed during weekends or holidays will be managed the next business day.

Delivery time runs from the moment when the order leaves our warehouse until it arrives at the indicated address. You will be able to know that your order has already been picked up by our carrier agency, when you receive the e-mail with the tracking from the logistics company.

Working hours and non-working days of our warehouse:

Monday to Friday from 9:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 6:00 p.m.

Holidays for the year 2020. These days no orders will be prepared in our warehouse and therefore orders will be delayed until the next business day:

January: day 1 and 6

April: day 10 and 13

May: day 1

June: day 24

August: day 15

September: day 11

October: day 12

December: day 8 and 25

Please also consider the national and local holidays of your own delivery address that could delay the delivery made by your local delivery agency.

FREQUENT QUESTIONS:

What to do if I am away from home on the delivery day?

A first home delivery will be attempted and if you are absent at this time of delivery, the messenger will try to leave a note at your door or in your mailbox. It is not always possible to leave a note since sometimes the messenger cannot access the portal or the housing estate. If you are absent again for the second delivery attempt, the package will then remain in the local delivery agency of your area in order for you to be able to collect it nearby. You will then be able to manage a new delivery following the Web link provided by the delivery agency.

If for some reason the carrier has not contacted you, you can contact them using the contact information contained in the email they sent you ; or if you need help you can write to info@mistralbonsai.com so that we can provide you with information.

How can I contact the delivery agency?

Right after picking up your package from our warehouses, the corresponding delivery agency send you an email of information that includes the delivery day, the shipping number and the telephone number of their local agency that delivers to your area, so that you can contact them in case you need further information or to add any commentary.

How can I track my shipment?

You can track your shipment using the link you will find in the email confirming the shipment of your order.
You can also know the status of the shipment by accessing the website of the delivery agency that you have chosen at the time of finalizing your order, and entering the tracking number in the shipment tracking block.

Can I receive my order in the time slot of my choice?

You can leave your preferences about the delivery schedule in the “comment about your order” section that you will find before finalizing the order. The delivery team does its best to be able to deliver within the specified time slot, although it is not possible to guarantee it.

What happens if my delivery address is incorrect?

We recommend that you check the address indicated when placing your orders to ensure that the data is correct and complete since it is not possible to change the address once the shipment has already been made without generating an additional shipping cost. If you detect any incorrect data write to us as soon as possible, to : info@mistralbonsai.com