Shipping & Returns Policy

This Shipping & Returns Policy applies to all orders placed in our online store. Please read it carefully before placing an order.

1. Shipping from Poland

All orders are prepared and shipped from our warehouse in Poland:

Orders are shipped via GLS or DHL. The choice of carrier is made by us and depends on the size, weight and characteristics of the parcel.

2. Order Processing Time

We prepare and dispatch your order within a maximum of 24 hours (on business days) from the moment your payment is confirmed or your order is approved for processing (e.g. Cash on Delivery, if available).

Important: The 24 hours refer to order preparation and dispatch from our warehouse, not to delivery time. The actual delivery time depends on the selected shipping method and the destination country.

3. Delivery Time

For most European Union countries, the estimated delivery time is 3–6 business days from the moment the parcel is collected by the carrier.

This delivery time is not guaranteed and may be longer due to reasons beyond our control, such as:

• delays on the carrier’s side,
• seasonal peaks (e.g. Christmas, Black Friday),
• weather conditions or other logistical disruptions.

The exact delivery time depends on the carrier and the destination country.

4. Right of Withdrawal (Returns)

If you are a consumer residing in the European Union, you have the right to withdraw from the contract without giving any reason within 14 days from the day on which you (or a third party indicated by you, other than the carrier) received the products.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement (for example, by e-mail or via the contact form in our store).

After receiving your withdrawal request, we will provide you with a return number. This return number should be clearly written on the parcel or placed on a sheet inside the parcel. Providing the return number helps us identify your shipment and significantly speeds up the refund process.
*A contact phone number required for return shipments is: +48 666 709 145

You must send the products back to us without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to withdraw from the contract.

5. Return Address

All returns must be sent to our warehouse in Poland at the following address:

Pbto sp. z o.o.
Kosciuszki 33
43-400 Cieszyn
Poland

6. Cost of Return Shipping

The direct cost of returning the products (shipping cost from you back to us) is borne by the customer, in accordance with EU consumer law, unless we have explicitly agreed otherwise in writing.

7. Refunds

After receiving the returned products and verifying their condition, we will refund all payments received from you in connection with the returned products, including the cost of the standard delivery method offered by us (if you return the entire order).

If you chose a more expensive shipping method than the standard one offered by us, we will refund only the amount corresponding to the cost of the standard shipping option.

The refund will be made without undue delay and in any event no later than 14 days from the day on which we receive the returned products. We will use the same means of payment as you used for the initial transaction, unless we explicitly agree on a different solution with you.

8. Condition of Returned Products

Returned products must be sent back in a condition that allows us to resell them, i.e.:

• clean and properly protected for transport,
• without additional damage resulting from improper handling after delivery,
• with accessories that were included in the original order, if applicable.

9. Non-Returnable Products

Due to the specific nature of our products (dried and preserved plants, floristry materials and decorative elements), certain items cannot be returned under the right of withdrawal, in accordance with EU law (in particular, goods made to the consumer’s specifications, clearly personalised or goods which, after opening, are not suitable for return for reasons of health protection or hygiene).

The following types of products are, in particular, not eligible for return:

• products that have been cut, shortened or otherwise individually adjusted to your order,
• products that are damaged or significantly altered compared to their original condition,
• products that have been opened or unpacked in a way that makes them unsuitable for resale, e.g.:
  • bundles with the elastic band removed,
  • bouquets that have been unfolded or rearranged,
  • products whose protective or hygienic packaging has been opened.

We reserve the right to reduce the amount of the refund if the value of the products has been diminished as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

10. Complaints and Damaged Parcels

If the products arrive damaged, incomplete or inconsistent with your order, please contact us as soon as possible and, if possible, attach photos of the parcel and the products. Complaints related to transport damage may require a damage report prepared with the carrier.

11. Final Provisions

This Shipping & Returns Policy is intended to comply with applicable European Union consumer protection rules. However, it does not constitute legal advice. In case of doubt, the mandatory provisions of applicable law shall prevail over the provisions of this Policy.

We reserve the right to update or amend this Policy. Any changes will apply to orders placed after the updated text has been published on our website.