Shipments to Spain, Portugal and Andorra are made by Post Office and the shipping expenses are assumed by The Rootz.
No shipments are made to the Canary Islands, Ceuta, Melilla, Madeira and the Azores.
No deliveries will be made to post offices boxes or mailing lists.
Shipments to other countries cost € 15.00 (VAT included) and include the following destinations: Austria, Belgium, Denmark, France, Germany, Holland, Ireland, Italy, Luxembourg, Monaco, Poland, Sweden, Vatican City.
These shipments are made by SEUR and shipping expenses will be borne by the customer.
The product will be delivered within 1 to 2 weeks starting on the reception day of the corresponding bank income.
If your product is a gift box or a jacket under menu Special Prices it will be delivered within 72 hours, starting on the reception day of the corresponding bank income.
If the product is in Pre-Order status, it will be delivered on the date indicated in the respective product page.
Summer vacation period
Your product is personalised by hand and on request. During the summer vacation period, period between July 25th and August 31st, our artisans’ workshops will remain closed. Orders placed during the holiday period will be shipped in early September.
In cases where the volume of orders entails the reduction of the available stock or out-of-stock, the customer will be notified of a new delivery date which will always be as short as possible.
In case the product is a unique or personalised good, it is discontinued or it is not possible to replenish its stock, the customer will be requested to select a new product of similar characteristics and price or to cancel the order, in which case the amount paid will be refunded.
When receiving the order, we will send a confirmation email to the customer and once the shipment has been sent a second email with the locator so that he or she may follow the package.
In case you do not receive your order within the expected deadlines, please notify us by means of the contact form.
In addition, in case the delivery fails to fulfill the expected date, the customer may request the return of the product and the amount paid or receive a discount voucher.
Shipments made by Post Office (Paq72 service) will be delivered at the address requested, under signature (within 72 hours). This service is associated with two attempts to deliver and may remain at the Post Office at your disposal for 15 calendar days.
In the case of shipments to Portugal, 2 attempts will be made to deliver, without permanence in the office and with return of the shipment within 7 calendar days from the last delivery attempt.
Post Office will send an SMS / email to the recipient advising of the arrival of the package.
Shipments are made daily from Monday to Friday (except holidays). The transport will only include the products of the order and includes only their transport and their delivery in the address of the client/recipient.
In case of damages due to transport, the customer must specify it in the delivery note of the carrier. Claims of damage caused by the transport will not be admitted after 24 hours from the reception and delivery of the goods. Upon the delivery of the goods, the customer will receive the corresponding delivery note.
International shipments made by SEUR will be delivered to the address indicated within 3-4 business days. This period does not include the time of customs processing, in those countries where it is necessary.
The user is liable, in any case, for the truthfulness of the data provided, leaving TRZ ORIGINAL TEXTIL COMPANY, S.L. exempt of any type of responsibility when facing possible delays or failures in the delivery as a consequence of error or omission in the registration/delivery data.
If the order is returned to us due to errors or omission in the registration/delivery data, we will contact you as soon as possible to arrange a new delivery. The costs resulting from such return and reshipment will be customer responsibility.
For this reason, if you detect that has been an error in entering your personal or delivery data when registering as a user, you can modify them by contacting the customer service by contact form, to correct the error.
In accordance to the arranged terms as exposed in the General Law for the Defense of the Consumers and Users, the buyer can proceed with returning the goods he or she bought within 14 calendar days following the reception of the order, as long as the goods returned are in the same condition in which you received them.
On the occasion of the Christmas campaign, we extended the period for exchanges and returns. Purchases made after November 22nd can be exchanged or returned until January 15th.
Returns will not be accepted after the indicated deadlines.
Returns and exchanges will not be accepted for products with custom messages, as they have been manufactured exclusively for you. Products with custom messages may be returned or exchanged solely and exclusively due to a manufacturing defect.
The seller will return the amount of the order to the buyer within a maximum period of 14 calendar days from the date he was informed of the decision to withdraw the contract by the consumer/user.
The return will not imply any penalty to the buyer, but the buyer will have to pay the shipping expenses of the return of the product.
This website does not accept cancellations of orders once they have been shipped. In that case, previous paragraphs should be applied.
The slight color variations that may occur with respect to the colors shown on www.therootzlab.com cannot be considered a reason for return. Although we try to reproduce them with the greatest reliability, depending on where our web is displayed, differences in tones may appear.
1. Access the "Orders History and Details" section of your account.
2. Select the order from which you want to return a product(s).
3. Select the product(s) that you wish to return by checking the box next to its name(s).
4. Add a return reason to improve product and service quality.
5. Press on the button “Request the return”
6. Once the return request is sent and if it meets the deadline and the conditions, the shop team will send you an email with the instructions for sending the package.
You will be able to know, at any moment, the status of your request, in "My Merchandise Returns", accessible from the page of your account.
The product must retain its original packaging and labeling and it cannot have been used. If you do not return it in the same box or envelope on which it was sent, you must return it in a similar format that guarantees the return in perfect condition.
If at the time of delivery, you believe that the product does not conform to the stipulated in the contract, please notify our customer service immediately, by means of the contact form, adding a photo of the defective area. We will explain you the procedure to return the product.