FAQ

You can also find answers about shipping, payment methods, “My Account” or cancellation on our FAQ page.

delivery and shipping

Note on receipt of goods

All our items are shipped with packaging in perfect condition.

If necessary, a complaint must be made via your customer account within 5 days of delivery . After this period, a damaged item can no longer be claimed.

How much is the shipping?

Shipping costs vary depending on the shipping method chosen and the type of product. You can always see the different shipping costs in the checkout before you place your order.

When will my order be delivered?

You can always see the current delivery status of an order under My Account.

We always show you the delivery time directly on the respective item before you place your order.

In-stock items are typically ready for shipping within 1-2 business days (Monday-Friday).

Please note: Delivery may be delayed by one working day if there is a Sunday or public holiday between the order and delivery.

pay

Which means of payment are accepted?

With us you can pay conveniently via Express Checkout :

Apple Pay, Google Pay or PayPal

We also accept most credit cards :

American Express, Master Card and Visa

Login and my account

How do I create a customer account?

When you order from us, a customer account will automatically be created for you. You can decline this by unchecking the box.

If you would like to create a customer account without placing an order, click on the profile symbol in the shop navigation.

1. Log in to My Account . Enter your email address in the "Email" field and then click Next.

2. In your email account, open the email sent from our shop and copy the 6-digit verification code in the email.

3. Go back to the online shop and enter the 6-digit confirmation code.

4. You have successfully created a customer account.

How do I log in to My Account?

Click the profile icon in the shop navigation.

1. Log in to My Account . Enter your email address in the "Email" field and then click Next.

2. In your email account, open the email sent from our shop and copy the 6-digit verification code in the email.

3. Go back to the online shop and enter the 6-digit confirmation code.

4. You will be automatically redirected to your customer account.

Why do I need to confirm my email address?

treemova.com will send you important information and updates about your order to your email address. In order for this information to reach you, it is important that you provide a valid email address and confirm it.

You can confirm your email address by clicking on the link in the email we send you after registration or after
send your first order.

Where can I see my account details and order details?

Click the profile icon in the shop navigation.

1. Log in to My Account . Enter your email address in the "Email" field and then click Next.

2. In your email account, open the email sent from our shop and copy the 6-digit verification code in the email.

3. Go back to the online shop and enter the 6-digit confirmation code.

4. Click "Orders" next to the logo.

How can I change my personal data (e.g. name, address, email address)?

In the store navigation, click the profile icon or My Account .

1. Log in to your account. Enter your email address in the “Email” field and then click Next.

2. In your email account, open the email sent from our shop and copy the 6-digit verification code in the email.

3. Go back to the online shop and enter the 6-digit number
Enter confirmation code.

4. Click on the profile icon in the navigation.

Cancellation and returns

How do I cancel my order?

Simply contact us using our contact form and we will cancel immediately if your order has not yet been shipped.

How can I return my order?

Click the profile icon and in the shop navigation
request a return.

1. Log in to My Account . Enter your email address in the "Email" field and then click Next

2. In your email account, open the email sent from our shop and copy the 6-digit verification code in the email

3. Go back to the online shop and enter the 6-digit number
Enter confirmation code

4. Click on the order for which you want to send the return
would like. (If your order includes more than one item, select the item you would like to return.

5. Select a return reason and add a note for it
add us.

6. Click Request a return

If your return request is approved and shipping is required, you will receive an email with shipping instructions and a return label. If the product has been returned, you will receive your refund.

How long does it take for my return to be credited?

A credit note can take up to 14 days from the return date.

We will inform you by email as soon as your return has been processed. You can also see the status and the new invoice amount under My Account.

If, contrary to expectations, no booking has been made after 14 days, please contact us.

Are shipping costs refunded?

We will also refund the shipping costs for all purchases of a Christmas tree transport cover .

For all other items in our Christmas shop, shipping costs are non-refundable .

How can I contact you?

We're here for you! Simply contact us using our contact form or by email to hello@treemova.com.