Are the colours of products shown on the website accurate? It is of utmost importance to us that the product qualities appear as are on the site. We have made every effort to display the colours of products as accurately as possible. Yet, we cannot guarantee that your monitor or screen’s display of any colours will be completely accurate, as computer monitors and screens of electronic devices may vary.
How do I know if an item is in stock? All items are in stock unless ‘SOLD OUT’ is displayed. Please be aware that even if an item is in your cart, another customer can still buy it before you complete your order. If the product you want to buy is out of stock, please email email@example.com to find out if there is a backorder for that item.
Do you do Personalization for products? Yes we do take personalization requests. Please email us at firstname.lastname@example.org with details and requirements. We will get back to you within 2 business days.
How do I know if you have received my order? As soon as you place an order with us and make a payment, you will receive an email confirmation to the email address you entered on your order with an order number. If for some reason, you did not receive an email, please check your spam folder and move email@example.com to your safe sender list.
Can I change my shipping address after the order has been dispatched? Unfortunately, this is not possible on The Giving Trees; logistic carriers worldwide do not entertain such requests either. However, we urge you to please ensure that your shipping address entered is correct in order to prevent delays.
Can I add new items to an existing order? New items cannot be added once the purchase has been made. You can only place a fresh order.
How can I change something on my order? If you need to change your order, please contact us immediately. If your order has not been processed yet we will make the change. However, if it has already been processed then we will not be able to make any changes.
My order is not going through. What do I do? Please only click the Pay button once to avoid multiple authorizations. If you are receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact us at firstname.lastname@example.org.
When will my Order get dispatched? Please refer to our Shipping & Delivery Policy.
How do I track my order, once it has been dispatched? After dispatch you will receive a tracking number by e-mail, which will enable to you to know where your product has reached. The Giving Trees is not responsible for any delay caused by the shipping agency. Please refer to our Shipping & Delivery Policy.
Do I get free shipping? Please refer to our Shipping & Delivery Policy.
What payment methods does The Giving Trees accept? We accept American Express, Visa & MasterCard Credit & Debit cards as well as online net banking, offline bank transfer.
I keep getting an error message when entering my shipping and billing address. What do I do? If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information. This usually solves the issue.
I got a message from my bank twice. Was I charged twice? You are charged only once after your order is dispatched. If you just placed your order, what you are seeing on your bank account / email / text is an authorization message. This is a common bank practice, when handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear depending on your bank, usually within 48 – 72 hours. If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the Pay button once to avoid multiple authorizations.
RETURN & EXCHANGES
Can I return or exchange an item I bought from The Giving Trees? All sales are final and no refund or exchange will be issued. Please review our Refund Policy posted on the site prior to making any purchases.
What if my product is damaged when I receive it? The Giving Trees tries it’s best to ensure that you receive your products in perfect condition. In case you receive a damaged product, please e-mail us a picture of the same within 3 days on email@example.com with your order/invoice number clearly stated in the e-mail. We will respond to you within the next 24 hours via e-mail and guide you on the next steps. Please refer to our Refund Policy.