Customer service

Order pay

To order

To order a product, follow these steps:

  1. Select the number of products you want to order, and where applicable the variations (e.g. the size).
  2. Click on the ‘add to cart’ button.
  3. Go to the ‘shopping cart’ page and fill in the necessary information. Make sure to check all data carefully.
  4. Agree with the Terms and Conditions and the Privacy Policy .
  5. Pay for your order with the payment method of your choice (PayPal, Credit card or IDeal)

Order confirmation

You will receive a confirmation of your order by email. (Also check your email spam box if you don’t see a confirmation email in your inbox).If you have not received a confirmation, please contact us by emailing info< at> hightreesustainable< dot> com

invoice

After you have paid, you will receive an invoice and confirmation of your order by email. You can also find this information under your personal page ‘ my account ‘, if you have chosen to create an account on our website during the completion of your order.

Payment

We offer the following payment options for the payment of your order:

  • Paypal
  • Credit card
  • iDEAL (the trusted payment environment of your own bank)

    Refund in case of cancellation or return

    If you have requested us to cancel your order, and we have been able to cancel it before shipping, we aim to refund the amount owed within one week. In the event of a return, we will refund your order within 14 days of receipt of the return, provided that we have received the products undamaged and in their original condition.

    Shipping & Delivery

    Shipping costs

    Shipping costs depend on the size of the package and the country to which the order is to be sent. At the moment, due to sustainability reasons, we only ship within the mainland of the European Union and the United Kingdom. For countries outside the EU you can contact us for a cost proposal for shipping. We then look together at a sustainable solution for shipping.

    The costs for shipping within the Netherlands are €4.50 for letterbox packages and €8.95 for larger packages. In the latter case, your order is insured up to an amount of €500. Shipping costs for Belgium and Germany are €7.95 for small packages €18.95 for large packages (with insurance up to €500). Shipping costs for the rest of the European Union mainland are €8.95 for small packages and €24.95 for large packages (including insurance up to €500). Shipping large original works with a value greater than €500 may incur additional costs. Feel free to contact us to discuss the possibilities.

    Delivery times

    For sustainability reasons, the majority of our products are made to order. We aim to ship orders within the Netherlands usually within 3 to 5 working days. Original works and commissioned works are handmade to order and therefore usually take 4 to 8 working weeks. We also do rush orders on request. Please contact us via info< at> hightreesustainable< dot> com.

    Packaging

    As a sustainable company, we strive to fully plastic-free to be and to use as much as possible recycled products. That’s why we send our packages in boxes of recycled cardboard. We also use eco-friendly tape to seal our boxes. For international shipping we use eco-friendly and plastic-free customs envelopes. In this way we contribute to a healthy planet and clean oceans .

    customs & import

    Our shipping costs do not include any customs and import charges outside the European Union. To find out more about these costs, you can contact the local customs authorities.

    bicycle courier

    We work together with a bicycle courier to ship our domestic packages. In this way we try to put sustainability first, also in our shipping process. And our cooperation with the bicycle couriers not only makes our shipment green , but they also involve people with a distance to the labor market in the shipping process. So a win-win situation!

    Although we cannot guarantee delivery by bicycle in rural areas and outside the Netherlands, we always try to be as transparent as possible about this, with a priority for sustainability. And in the meantime we will continue to plant trees to increase our shipments more than Co2 neutral to make.

     

    Cancelling & Returns

    Cancel order

    If you want to cancel your order and you have not yet received a shipping confirmation, please send an email toinfo< at> hightreesustainable< dot> com . We will do our best to cancel your order before it is shipped, but we cannot guarantee this.

    Returns

    If you want to return your purchase, you can do so within 14 days of receipt of your order, provided that you have handled the products and packaging carefully and that they have not been damaged. For returns, click here .

    The purchase costs will be reimbursed. Unfortunately, however, we cannot reimburse the costs for return shipment. As described in our Terms and Conditions , you must handle the product and its packaging with care. You may only unpack or use the product to the extent necessary to determine the nature, characteristics and functioning of the product. The basic principle here is that you may only handle and inspect the product as you would be allowed to do in a store.

    Model withdrawal form

    (Only fill in and return this form if you want to revoke the agreement and email to info< at> hightreesustainable< dot> com)

    • – To: Hightree Sustainable Art Co.
    • – I/We* hereby give notice to you that I/we* have entered into our agreement regarding the sale of the following products:[aanduiding product] * revoke/revoke*
    • – Ordered on[datum bestelling bij ontvangst producten] *
    • – Invoice number:[factuurnummer] *
    • –[Naam consumenten(en)] *
    • –[Adres consument(en)] *
    • –[Email addres consument] *
      *) Strike out what is not applicable or fill in what is applicable.