Frequently asked questions

We manufacture our products in Barcelona (Spain) and we currently ship to 33 countries:

Andorra, Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom (UK), United States (US)

We are working to reach more countries in the future!

Depending on your country, there are different costs and delivery times. We separate the shipping costs into four zones:

Zone 1 (Free shipping): Andorra, Portugal, Spain (Peninsula & Baleares)

Zone 2 (€ 4): Belgium, France, Germany, Ireland, Italy, Netherlands, Las Palmas (Spain), Santa Cruz de Tenerife (Spain), United Kingdom, Canada

Zone 3 (€ 6): Austria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxembourg, Poland, Romania, Slovakia, Slovenia, Sweden.

Zone 4 (€ 9.75): Australia, Iceland, Liechtenstein, Malta, New Zealand, United States.

There is an express delivery option for zones 1-3 with a supplement of € 2.5

*Prices shown have the taxes included.

After placing your order, we begin to prepare it and it will be ready to ship in an estimated period of 1 to 3 days.

Once shipped, the delivery time may vary depending on the destination country. Some orders are inspected at the customs office which may cause your order to be delayed longer than usual.

Here is a list with estimated times of arrival:
(It’s an estimation, not a guarantee)

Andorra, Portugal, Spain (Peninsula): 2-5 business days.
United States: 4-6 business days.
United Kingdom, France, Germany, Belgium, Netherlands, Italy, Ireland, Spain (Las Palmas & Santa Cruz de Tenerife): 5-9 business days.
Austria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxembourg, Poland, Romania, Slovakia, Slovenia, Sweden: 7-11 business days.
Malta, Liechtenstein, Iceland, Australia, New Zealand: 10-15 business days.

Once you have checked out your order, you will promptly receive an order confirmation via email. We then get to work and production starts.

We aim to process and dispatch all orders within 1-3 working days.

Once we have dispatched your order, you will receive an email confirming that the package has been picked up by the shipping agency.

The package travels to your country and is delivered to your home!

For orders within the European Union, in compliance with the European Union Directive on Consumer Rights, you can return your order within 14 days after receiving it. 

For orders outside the EU, unfortunately we cannot offer returns for a change of mind, but we are happy to make a refund or product exchange to you if for some reason the item is proven to be faulty.

Contact us at contact@3droots.com with your order number and the reason of the return. You will be contacted within 24 hours explaining the next steps on the return process.

You can have more information in our Returns policies.

You will receive a receipt, necessary in case we have to process a return.

If you need a commercial invoice, send us an email to contact@3droots.com with your order number.

How to report damage:

1. Take photo of damaged packaging (smashed box, dents, etc).
2. Take photo of interior damage (item still in package broken) if possible.
3. Take photo of item damage.
4. Email us at contact@3droots.com with photos and description.
5. You will be contacted within 24 hours explaining the next steps of the claim process.
*Please note that refunds may take a few weeks to receive.

If we have made a mistake with an item in your order, we apologize! Get in touch with us to solve it by sending an email to contact@3droots.com

On extremely rare occasions packages are shown as delivered via delivery confirmation/tracking but a customer reports it stolen or missing. 

In such a case please contact us as soon as possible at contact@3droots.com

Shipping policies

How long will it take to receive my order?

After placing your order, we begin to prepare it and it will be ready to ship in an estimated period of 1 to 3 days.

Once shipped, the delivery time may vary depending on the destination country. Some orders are inspected at the customs office which may cause your order to be delayed longer than usual.

Here is a list with estimated times of arrival:
(It’s an estimation, not a guarantee)

  • Andorra, Portugal, Spain (Peninsula): 2-5 business days.
  • United States: 4-6 business days.
  • United Kingdom, France, Germany, Belgium, Netherlands, Italy, Ireland, Spain (Las Palmas & Santa Cruz de Tenerife): 5-9 business days.
  • Austria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxembourg, Poland, Romania, Slovakia, Slovenia, Sweden: 7-11 business days.
  • Canada, Malta, Liechtenstein, Iceland, Australia, New Zealand: 10-15 business days.

If your order has to be delayed for any reason, we will contact you to let you know.

Once the order has been placed, it is not allowed to make any change in the shipping address, unless the customer agrees to bear the management costs that this would cause.

 

How much are the shipping costs?

Depending on your country, there are different costs and delivery times. We separate the shipping costs into four zones:

Zone 1 (Free shipping): Andorra, Portugal, Spain (Peninsula & Baleares)

Zone 2 (€ 4): Belgium, Canada, France, Germany, Ireland, Italy, Netherlands, Las Palmas (Spain), Santa Cruz de Tenerife (Spain), United Kingdom.

Zone 3 (€ 6): Austria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxembourg, Poland, Romania, Slovakia, Slovenia, Sweden.

Zone 4 (€ 9.75): Australia, Iceland, Liechtenstein, Malta, New Zealand, United States.

There is an express delivery option for zones 1-3 (Except Canada) with a supplement of € 2.5.  

Prices shown have the taxes included.

All the additional fees related to delivery in special areas (e.g. duties or taxes) are charged to the recipient of the goods.
 
 

What happens if I was absent when the courier tried to deliver the order?

After an unsuccessful first delivery attempt, the carrier will try a second attempt on the next working day. 

In the case of not being able to be delivered, you will receive a notice in the mailbox, an email or text message indicating where you can pick up your package.
 
 

What should I do if my order does not arrive?

If you think that a reasonable time has elapsed, exceeding the estimated arrival time and your order does not arrive, contact us by sending an email to contact@3droots.com with your order number.
 

Returns policies

Exchanges and / or returns and right of withdrawal

In any case, it must be requested by sending an email to contact@3droots.com, indicating the number assigned to the order and the reason for requesting the return.

For orders within the European Union, you have 14 days since you receive your order to request any change or return without additional surcharge on our part, in compliance with the European Union Directive on Consumer Rights.

The initial shipping costs will also be refundable, always within 14 days of receiving the order. In the event that the item received is defective and / or does not correspond to the photographs and description detailed on our website, we will bear the costs of returning and exchanging / reimbursing the item. In the opposite case, in which the article is in good condition and the buyer gives up due to a change of opinion, the shipping costs derived from the return or exchange will be borne by the customer, so you will have to assume the direct cost return of the goods. To proceed with the refund, the item must arrive at our facilities in perfect condition, as it was received by the customer. Refunds or exchanges of used, broken, stained products will not be accepted, under any circumstances.

To meet the withdrawal period, it is enough that the communication regarding the exercise by you of this right is sent before the corresponding period of 14 days from the receipt of the order expires.

For orders outside the EU, unfortunately we cannot offer returns for a change of mind, but we are happy to make a refund or product exchange to you if for some reason the item is proven to be faulty.

Depending on what had motivated the processing of the return, we may offer a refund or an exchange for an item of equal value. In any case, we will contact you to provide you with a form to fill out and an address where to send the products you wish to return.

 

If you need more information about some of these policies, please contact us by sending an email to contact@3droots.com