SHIPPING POLICY
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In CitySens we pay a lot of attention to prepare your order so that you receive it as soon as possible and in the best conditions.
In addition, we try to protect it as well as possible following environmental sustainability criteria: that is why the cardboard is recycled and whenever we can we reuse boxes, cartons and bags to protect the product, the plants and, above all, the planet.
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WHICH CARRIERS DO WE WORK WITH?
We work with different carriers depending on the area, so we can optimize delivery times.
- National shipments: CorreosExpress
- International shipments: FedEx and SEUR (DPD in France, BRT in Italy)
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HOW LONG DOES IT TAKE FOR THE ORDER TO ARRIVE?
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If you have any time restriction or time slot (morning or afternoon) that is more convenient for you, please leave us a note before finalizing the order. Our carriers try to meet them whenever possible.
If you place your order before 11.30 am, it will be shipped the same day and if you place it after 11.30 am, it will be shipped the next working day. That means that if you place an order on Friday at 11.29am it will be shipped the same day. On the other hand, if you place your order on Friday at 11.31am it will be shipped on Monday.
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WHAT ABOUT ORDERS WITH PLANTS?
These ones may take a little longer; we want the plants to spend as little time as possible in the shipping box.
- Shipments in the peninsula: you have until Thursday at 11.30h to place the order and receive it the same week.
- International shipments: it varies a little according to the final destination and the season of the year, but, in general, to receive it during the same week you will have to place the order before 11.30h on Tuesday.
This way we avoid that they spend the weekend in the warehouses of the transport company and you can receive them nice and fresh. For this same reason, there are some areas where we are unable to ship plants either because of carrier delivery times or customs delays.
Delivery times may vary during periods of high volume orders such as Christmas, although we and the carriers do everything in our power to get them to you as soon as possible.
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WHAT HAPPENS IF THERE IS NO STOCK?
Exceptionally, the shipment may be delayed because we do not have stock of a plant or because it is not in perfect conditions. Remember that it is a living being and has its growth processes and can be affected by weather conditions.
In this case, you will receive an email to inform you and we will receive another one to find an alternative that we have in stock and that you like or to get you the plant you had ordered.
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WHAT IS THE SHIPPING COST?
In general, shipping is free if the order is over 50€. For orders under 50€, these are the shipping costs:
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| SPAIN & PORTUGAL |
Spain (except Balearic & Canary Islands)* Portugal (except islands)* |
6 € |
| EU COUNTRIES |
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy (except islands)*, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden, Slovakia and Slovenia | 6,90 € |
| COUNTRIES OUTSIDE THE EU |
The shipping cost depends on the weight and dimensions of the order, not on the total amount. Depending on delivery time and customs it may not be possible to ship plants. Remember that customs can suppose an extra cost. As it is not possible for us to calculate it before shipping, this cost will be paid by the customer. *Islands, customs... |
Write us at hola@citysens.com so we can check and calculate an exact amount for shipping. |
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*Balearic Islands: the delivery time is 48/72h and the shipping cost depends on the weight and measures of the order, not the total amount. Write us at hola@citysens.com so we can calculate it and give you an exact amount.
*Canary Islands/Portugal Islands: the delivery time is 48/72h, although there may be delays due to customs. For this reason we cannot send plants. The shipping cost depends on the weight and measures of the order and not on the total amount. Write us at hola@citysens.com so we can calculate it and give you an exact amount.
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RETURN POLICY
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There is no problem in returning them.
- If the order has not yet been shipped: the return is automatic and free of charge. Write us as soon as possible to hola@citysens.com with your data and the data of the order and we will manage it as soon as possible.
- If you have already received the order: you have 14 calendar days from the day you receive it. The return is not possible in the case of plants as they are living and perishable beings.
*As in the previous case, please contact us at hola@citysens.com to explain how to do it. We can take care of the collection or you can send it to us with the transport company that you prefer and that is more comfortable for you.
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ONCE WE RECEIVE IT...
We will check it as soon as possible and we will manage it in less than 48h from its reception. The product must be in perfect condition and in its original packaging; if this packaging or the content arrives damaged it may affect the amount of the return.
The total refund of the order will be made in the same method of payment of the order; please note that sometimes, depending on the bank, the payment may take up to 48 hours to be reflected in your account. Anyway, as soon as we manage it, we will write you to confirm that everything has arrived correctly and that we have made the refund.
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PRODUCT GUARANTEE
First of all, if something has not arrived as it should or after some time something is not going well, we apologize. Write to us at hola@citysens.com with your details and the order information so that we can locate it. Tell us what happened and send us photos and a video so we can check it and fix it as soon as possible.
Remember that you have a 2 year warranty since you received your CitySens product. Whenever possible we will repair or replace the necessary components, even the entire product, so that you can enjoy your CitySens 100% again.
If for any reason it is not possible for us to repair or replace it, we will offer you a great discount so that you can have a similar one again as soon as possible.
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PLANTS GUARANTEE
You have 48h from the reception of the package to notify us at hola@citysens.com with your data and those of the order, as well as photos of the package and the plants so that we can examine it, manage the claim with the transport company and replace it.
*It would be great if you could take the photos as soon as you receive it, remember that the claim will not be accepted if the plant has been manipulated (transplanted, cut leaves and/or stems or modified in any way).
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PLEASE NOTE THAT...
We try to make the photos on the web as similar as possible to the plants we send, but the brightness of the screens, the quality of the photo or the season of the year may cause slight differences between the photo and the plant received. Also, remember that plants are living beings, with an infinite number of varieties, sizes and shapes.
Anything that does not affect the survival of the plant, such as some soil in the shipping box, a fallen leaf, the thickness or length of the plant, etc., will not be considered an incident. The most fun of having plants is watching them grow.
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