Shipping & Delivery – how it works

• Items are only dispatched once payment has been received
• Shipping costs are based on weight (small but heavy parcels)
• Orders weighing 25 kg or more are split into several parcels to save on additional costs
• As soon as the parcel has been handed over, you’ll receive a dispatch notification with a tracking number via email

Delivery time

• All our parcels are dispatched from our warehouse in Germany (postcode: 83727, Schliersee, 1 hour south of Munich).
• We dispatch twice a week, usually on Mondays and Fridays.
• Ready for dispatch within 2 to 4 working days
• Ready for dispatch to third countries (non-EU) for orders over €1,000 (including delivery costs) + customs documentation: 4 to 8 working days.

Delivery to third countries (United Kingdom, Switzerland, Liechtenstein, Norway, etc.)

We export using Incoterm DDP Delivered Duty Paid, which means:

• Import and customs duties are already included in the product price --> you won’t incur any further costs after placing your order.
• We take care of the entire delivery process right to your doorstep. We select the delivery service, arrange the export documents and send you the tracking details via email.
• Please track your delivery closely to ensure it is delivered successfully and to avoid any unnecessary costs.
• For orders over €1,000, we, as the exporter, are required to provide export documents. The cost is between €20 and €50 and is included in the delivery charges. However, it takes an additional 2–5 working days for us to receive the documents.

Returns

• EU: 30-day returns period from receipt of the last item. Goods must be unused and in their original packaging. The customer bears the return postage costs; there is no restocking fee.
• UK, Switzerland, Liechtenstein, Norway: 14-day returns period from receipt of the last item. Restocking fee of 5% of the total price (including postage). The customer is responsible for return postage costs as well as any applicable customs and import duties.
• Overseas (Canada, USA, Asia, Africa, etc.): No right of return if you are not satisfied – orders are final. Exceptions are made for defects and damage in transit (see below).
• Excluded from all returns: made-to-order items, personalised items, promotional items and vouchers.
• Faults & defects: Regardless of the destination country, the statutory warranty applies worldwide. In the event of valid claims for defects, we will arrange for repair or replacement and cover the return postage costs.
• To arrange a return: thetreehouse.shop, subject line “Return + order number”. We cannot accept returns without prior notification.

Important: If delivery is refused and the parcel is returned to us, the customer will be charged for all return postage costs plus customs and import duties to Germany.