Purchase info

SHIPPING METHODS & COSTS

Bonsai Team will process your purchased items in the shortest time possible. During sale period, processing of orders may take longer time than normal. We operate from Monday to Friday with the exception of public holidays. During summer period, processing of orders may take longer period according to our Courrier.

ITALY: Free shipping over 500€/ 9,90€ shipping

UE: Free shipping over 500€ / 15€ standard shipping / 38,90€ Express courier

USA: 48,90€ shipping + Import Taxes.

The customer is responsible for all import taxes, customs and local taxes imposed by the country to which the shipment is made. Payment of these taxes is necessary to exempt the order from customs duties. We cannot calculate how much you will pay for taxes and duties, so please check them before placing an order. Shipping costs are already included in the total of your final order. Anyway, the courier can present you with a separate invoice with local taxes to be paid.


REST OF THE WORLD: 70€ shipping | Duty Taxes will not be included at check out and may be paid at the moment of customs clearance of the items. These extra costs are in charge of the client.

DELIVERY TIME
Italy: 1/3 working days
Europe: 2/5 working days
Rest of the world: 3/7 working days
Delivery to countries outside the EU may be subject to local import taxes.

Invoices must be requested just after completing the purchase.
Any invoice requested days after the purchase may be not accepted.


REFUND & EXCHANGES

Customer satisfaction is always our top priority. If you are not perfectly satisfied with your goods we will happily offer you full refund within 14 days. Unfortunately, we can not refund any taxes, duties, charges or the return and shipping fee.  Refunds will also be set at the price you paid not the price in the currency concerned at the date of refund. Make sure the products are in the same condition as you receive them, with all tags attached.

Refunds are not available for order with an high percentage of discount ( equal or more than 60% off); specially for last promo as Bonsai Market where the price of products are sold at very high discount percentages.

Return Policy

If you wish to return one or more items, you can choose between two return options:

1. Self-managed return (customer’s courier)

You may return the item(s) using the courier of your choice. In this case, the return shipping cost is fully at your expense.
We will provide you with the correct return address once your request is approved.

2. Return with our DHL label

We can provide you with a DHL return label.
Once generated, you will receive a link where you can choose whether to:

  • schedule a courier pickup at your address, or

  • drop off the package at a DHL Service Point of your choice.

Return label cost:

  • Italy: approximately €10–13

  • Outside Italy: the price varies depending on the country. Please email us and we will provide the exact cost for your location.

The cost of the DHL return label will be deducted from your refund.

Refunds

Once the returned item is received and checked, we will issue a refund for the cost of the product(s) only.
Please note that we do not refund:

  • the original shipping costs paid at checkout,

  • nor the return shipping costs (whether self-managed or through our DHL label).

Refunds will be processed to the same payment method used for the original order.

Exchange Policy

Within Italy and the European Union
Exchanges are handled directly by BONSAI through our logistics partner GLS. Once your request is approved, we will arrange the pickup and shipment of the replacement item at no additional cost to you.

Outside the European Union
For orders shipped outside the EU, exchanges are processed as returns.
Customers wishing to change size or item may choose between two options:

  1. Return with our DHL label – We will provide a DHL return label. The return shipping cost will be deducted from your refund.

  2. Self-managed return – If you prefer to use your own courier, we will send you the return address and you can ship the item back at your own expense.

Once the returned item arrives at our warehouse, we will issue a refund for the original product. To receive the correct size or item, customers must place a new order.


PAYMENTS

It is possible to pay with: Visa, MasterCard, American Express, Paypal and Klarna. Security of Credit Cards: all transactions will be processed on a secure server to guarantee our customers the maximum protection of their bank datas. To guarantee a better protection on the purchases online, Bonsai recommends to adhere and request a security PIN to make purchases in security.