At BananaTreeShop, we’re committed to delivering your order quickly and efficiently, and ensuring your satisfaction every step of the way.
Shipping Information
Where We Ship
We ship to Portugal, Spain, and other European Union countries, including the UK.
Delivery Procedure
The carrier will deliver your order to the address provided during checkout. Please note that the delivery address cannot be changed after the order has been shipped.
- Delivery Hours: Deliveries are made during standard business hours (Monday to Friday).
- Carrier Contact: If there’s an issue with your delivery, the carrier will contact you using the telephone number registered with your order.
- Receiving the Package: If someone else receives the package on your behalf, they must sign the delivery receipt with their personal details.
- Missed Deliveries: If no one is available to receive the package, the carrier will leave a notification with a contact number for you to schedule a new delivery.
- Second Attempt Failure: If the second delivery attempt is unsuccessful, the package will need to be collected in person from the nearest transport agency.
How to Track Your Order
Stay informed about your order’s journey:
- Order Confirmation: After your purchase, you’ll receive an email confirming your order and its assigned number.
- Payment Confirmation: Once your payment is confirmed (for card, PayPal, or other methods), we’ll send another confirmation and begin preparing your merchandise.
- Shipping Confirmation & Tracking: As soon as your order is prepared and handed over to the carrier, you will receive an email with your order details and a tracking number. You can then use this tracking number on the carrier’s website to monitor your shipment’s status.
Delivery Times
Delivery times depend on product availability and your chosen destination:
- Portugal/Spain: Estimated delivery times range between 1 and 3 business days after dispatch.
- Rest of European Union (including UK): Estimated delivery times range between 1 and 12 business days after dispatch.
Important Notes on Delivery Times:
- Processing Times: We normally ship all orders confirmed before 5 PM WET for Portugal/Spain, and orders confirmed before 12 PM WET for the rest of the EU, after payment confirmation.
- Rural Areas: Delivery within 24 hours is not guaranteed for rural areas far from urban centers.
- Holiday Periods: During high-volume periods (e.g., Christmas, Black Friday, Valentine’s Day, or at the beginning of the week), shipments may be delayed depending on the order in which they are received.
- Multiple Items: For orders with multiple items, a single shipment will be made once all items are ready.
- Carrier Delays: While we do our best to ensure timely delivery, we cannot guarantee these specific times as delays caused by logistics agencies are outside our direct control.
Carrier Pickup Times (Monday to Friday):
- UPS: Orders confirmed before 2 PM WET
- DHL: Orders confirmed before 3 PM WET
- Correos Express: Orders confirmed before 4 PM WET
- SEUR / DPD: Orders confirmed before 5 PM WET
- NACEX: Orders confirmed before 6 PM WET
Special Delivery Service (Spain Only): We offer a special service for deliveries in Spain on Mondays for orders confirmed on Saturdays with immediate payment confirmation.
Shipping Types and Costs
Shipping costs are calculated at checkout based on the total weight and dimensions of your order, as well as your delivery location. The prices provided during checkout are based on the average costs from our logistics partners. These prices are indicative and may be subject to changes determined by the logistics agencies.
Refund and Returns Policy
Your satisfaction is paramount at BananaTreeShop. If you’re not completely happy with your purchase, you can request a return within 15 working days of receiving your order.
📦 Conditions for Accepting Returns
For a return to be accepted, the item(s) must meet all the following conditions:
- The product(s) must be sealed, unused, and in their original packaging.
- Any protective plastic or cellophane on the packaging must be intact.
- All protective labels must be intact and securely attached.
- The product(s) must include all components that came with them, such as gifts, samples, brochures, manuals, etc.
🚫 Non-Returnable Items
Certain products cannot be returned due to hygiene and safety restrictions, or if they have been opened, or do not contain the original packaging or seal. This includes, but may not be limited to, products where the original seal has been broken.
📩 How to Request a Return/Refund
To initiate a return, please follow these steps:
- Send an email to info@bananatreeshop.com with the subject line: “Return Request – [Your Order Number]”.
- In your email, include:
- Your order number.
- The name of the product(s) you wish to return.
- Your reason for the return (this is optional but helps us improve!).
- Wait for our customer support team to respond with detailed instructions on how to proceed.
Important: Please do not send any product back until you’ve received authorization and instructions from our team via email. Returns without prior authorization cannot be accepted.
🚚 Return Shipping Costs
The cost of returning an item is generally the customer’s responsibility, except in the following cases:
- The product has a manufacturing defect.
- There was a shipping error made by BananaTreeShop (e.g., you received the wrong item).
- The item arrived with damage caused during transport (as long as this is clearly proven with evidence).
🔍 Evaluation and Refund Process
Once your returned product(s) arrive at our warehouse, we’ll carefully assess their condition. Here’s what happens next:
- You’ll receive an email notification regarding the acceptance or refusal of your return.
- If your return is approved, your refund will be processed within a maximum of 10 working days. The refund will be issued using the same payment method you used for your original purchase.
🛠️ Defective Products & Warranty
- Defective Product: If you detect a manufacturing defect, please contact us as soon as possible via email at apoio@bananatreeshop.com. Include your order number, a description of the problem, and photos of the product. Our team will evaluate the case, and if the defect is confirmed, we will arrange a refund.
- Product Warranty: Yes, all products from BananaTreeShop have a legal guarantee against manufacturing defects, under our return policy.
- Repairs: At BananaTreeShop, we currently do not offer repair services for the products we sell. If you encounter an issue, please refer to the product’s warranty information or contact the manufacturer directly for assistance.
How to Use a Promotional Code (WooCommerce)
Have a promotional code for your BananaTreeShop order? Here’s how to apply it:
- Add items to your cart: Select all the items you wish to purchase and add them to your shopping cart.
- Proceed to checkout: Click on the shopping cart icon and then select “Proceed to Checkout” or “View Cart.”
- Find the “Coupon code” field: On the checkout page, look for a field labeled “Coupon code,” “Promotional code,” or “Apply coupon.” This is typically located near your order summary.
- Enter your code: Carefully type or paste your promotional code into this field.
- Click “Apply coupon”: After entering the code, click the “Apply coupon” button.
- Verify the discount: Your order total should now reflect the discount from your promotional code. If it doesn’t, please double-check your entry and the code’s validity.
- Complete your purchase: Once the discount is applied, you can proceed to select your payment method and finalize your order.
Troubleshooting tips:
- Check for typos or extra spaces.
- Verify the code’s expiration date.
- Review any specific terms and conditions (e.g., minimum purchase, specific products).
- Only one promotional code can generally be used per order.
Available Payment Methods
At BananaTreeShop, we offer a wide range of secure and convenient payment options:
- Credit/Debit Cards: We accept all major credit and debit cards, including Visa, Mastercard, American Express, and more.
- Klarna: Shop now and pay later with flexible options.
- Apple Pay & Google Pay: For a fast and secure checkout directly from your mobile device.
- Bizum: (For customers in Spain) Pay quickly and easily using your Bizum account.
- MBWay: (For customers in Portugal) Make instant payments directly from your MBWay app.
- Multibanco: (For customers in Portugal) Generate a Multibanco reference and pay at any ATM or through your online banking.
- Bancontact: (For customers in Belgium) Pay securely and directly through your Bancontact card.
- EPS: (For customers in Austria) Conveniently pay via your online banking using EPS.
- iDEAL: (For customers in the Netherlands) Easily pay through your trusted online banking environment with iDEAL.
If you have any further questions about our policies, please don’t hesitate to contact our customer support team! We’re here to help.
info@bananatreeshop.com
