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Frequently Asked Questions
Here you'll find answers to the most frequently asked questions about our products and services. If you don't find what you're looking for, contact us: we'll be happy to help!
PLACING AN ORDER
Can I change the quantity of products in my cart?
Yes, if you want to change the quantity of a product already in your basket, you can do so directly from the cart by editing the "Quantity" column and clicking the "Update" button to recalculate the amount.
Is there a limit to the number of products I can purchase for each individual product?
Yes, the system sets maximum quantities; therefore, each customer cannot purchase more than 10 of the same product. For larger quantities, please contact Crespi Srl at 0331 491850. There are no quantity limits.
What happens if my connection drops while I'm making a purchase?
If you were unable to complete your order before your connection was interrupted, upon returning to the site, your cart will remain as it was awaiting completion of the purchase process.
Why can't I add any items to my cart?
To complete a purchase, you must have cookies enabled on your browser; if cookies are disabled, you will not be able to add any items to your cart.
Do I have to accept cookies to place an order?
Yes, because they allow us to track the items you add to your cart during your purchase.
How can I enable cookies?
You will need to follow the specific procedure for your browser; we recommend consulting your browser's help section.
CANCELLATION OF THE ORDER
I would like to cancel a recent order from CRESPI BONSAI. What should I do?
You have the right to cancel your order within 24 hours by notifying CRESPI BONSAI in writing via email. If the customer fails to act within the timeframe and in the manner provided, the contract is deemed terminated. You still have the right to withdraw: when you receive unwanted products, our procedure allows you to return them to us within 14 calendar days, provided the products are still resalable and the packaging seals have not been broken.
Which products are eligible for withdrawal?
The right of withdrawal applies to all products that are intact at the time of return, excluding perishable products ("Plants and Bonsai") and audiovisual products that have been sealed and opened by the customer. However, if you have any complaints, please contact CRESPI BONSAI customer service, who will be happy to assist you with any questions you may have.
What is CRESPI BONSAI's withdrawal policy?
CRESPI BONSAI guarantees all products purchased from its website. If you exercise your right of withdrawal, you must return the goods, intact and unused, in their original packaging, at your own expense within 14 calendar days (the return postmark is used as proof). If the withdrawal is due to an error on the part of CRESPI BONSAI, the postage will be refunded.
What is the difference between a return and a cancellation?
You can return the goods whenever they do not conform to your order (defective operation, internal damage from transport not detected upon receipt, etc.); you can cancel any time you change your mind about your purchase.
How many days do I have to exercise my right of withdrawal?
You can cancel your order within 14 calendar days of receiving the goods.
How can I cancel my order?
You may exercise your right of withdrawal by sending, within 14 calendar days of receiving the goods, a written notification via registered letter with return receipt, expressing your desire to withdraw from the contract. This notification must be addressed to: Crespi S.r.l. - Strada Statale del Sempione, 37 - 20015 Parabiago (MI), specifying the order code and date; in the case of partial withdrawal, the item code(s), and whether you wish to exchange the product for one of similar value or receive a refund. In the latter case, you must provide the refund details.
How long will it take for me to receive my refund?
If the above procedure is followed correctly, CRESPI BONSAI will credit the Customer for the amount paid, excluding return shipping costs, within 30 days of receiving the notification of withdrawal (Article 5, paragraph 6, Legislative Decree no.Legislative Decree No. 185 of 22/05/1999). In the event of a return, the refund will include the shipping costs.
What costs will I be responsible for if I decide to cancel?
Only the shipping costs for returning the item.
ORDER PAYMENT
How can I pay for the products I ordered?
The Customer may pay for the purchased products and the related shipping costs using one of the following methods:
a) directly online by credit card;
b) via PayPal (account or credit card);
c) via bank transfer, to be made within 3 business days of placing the order. After this date, the order will be considered void;
d) via postal order, to be made within 3 business days of placing the order. After this date, the order will be considered void;
e) via cash on delivery.
Is it possible to purchase from CRESPI BONSAI from abroad?
Yes, shipping costs will be automatically calculated based on the destination and the weight and volume of the order.
What currencies are accepted on CRESPI BONSAI?
The only accepted currency is the Euro.
How long do I have to make a bank transfer or postal order?
The bank transfer or postal account payment must be made within 3 business days of placing the order; after this date, the order will be considered void.
Can I pay by check or credit card upon delivery?
No, the "cash on delivery" payment method requires payment using only banknotes, and the only accepted currency is the Euro. Therefore, neither bank checks nor cashier's checks are accepted.
Does the courier accept change?
The courier only accepts exact amounts corresponding to the order amount and does not accept change.
Is it safe to pay by credit card online?
Purchasing by credit card online is simple and secure: your credit card information will be handled directly by Setefi S.p.A., a Banca Intesa Group company, a leader in online payment processing.
PRIVACY
What is CRESPI BONSAI's privacy policy?
CRESPI BONSAI uses personal information only with your authorization; CRESPI BONSAI is committed to protecting the privacy of those who visit its website and treats the information customers provide as confidential.
How do you use my personal data?
Data security is one of our priorities, and we do everything we can to protect the information you provide us. Your personal data is processed in full compliance with current data protection legislation.
Does the website use cookies?
A cookie is a small text file that is stored by your browser on your computer's hard drive and allows browsing or purchasing sessions to be identified and maintained.
Can I access my data?
Yes, on the My Account page you can access, modify, and request deletion of your data, as required by applicable law. For more information, please read our Privacy policy
WEBSITE REGISTRATION
I forgot my password. Can I recover it?
Yes, simply follow the instructions on the "Login" page by clicking the "Remember my password" link, or directly from the Home page in the User Area by clicking "Recover password."
Can I change the information I provided during registration?
Yes, you can change or correct your registration information at any time, except for your first name, last name, and email address. If you need to change your email address, you will need to register again.
SHIPPING
How are products purchased from CRESPI BONSAI shipped?
CRESPI BONSAI ships only via courier. You also have the option of picking up your order at the Parabiago or Milan store.
How much does it cost to receive a shipment from CRESPI BONSAI?
Shipping costs vary based on the weight and size of the items ordered.
For more details, please see the Shipping page.
How do I know how my order is progressing?
With CRESPI BONSAI, it's very easy to track an order. To check the status of your order, select "My Purchases" from the main menu and click on the order's "Tracking Code."
How long does it take for goods to be delivered?
Product deliveries will be made on all business days. As a guideline, and without any obligation on CRESPI BONSAI, the goods will be handed over to the carrier within the following timeframe:
a) If payment is made by credit card and all mandatory conditions are met, CRESPI BONSAI will entrust delivery to the courier within 48 hours of receiving online payment confirmation;
b) IfIf you choose to pay by bank transfer or postal account, the shipment will be handed over to the courier within 48 hours of receiving the payment;
c) If you choose cash on delivery, CRESPI BONSAI will hand over the delivery to the courier within 48 hours of order confirmation.
What happens if I'm not home when the delivery arrives?
The courier will leave a delivery notice in your mailbox. From the date of the notice, you have a maximum of one business day to call the courier and arrange for the delivery, and a maximum of two business days to collect the package in person from their office. On the third day, the courier will notify CRESPI BONSAI that the goods have not been delivered. CRESPI BONSAI will then contact you immediately by phone, and if we cannot reach you, your products will be returned to our warehouse.
What does the package look like when it arrives?
The products are packaged in cardboard boxes of various sizes, sealed top and bottom with tape. The invoice, contained in the special envelope attached to the outside of one of the packages, must be detached and retained.
What should I do when the courier delivers my goods?
When the courier delivers the goods, you must verify:
- that the number of packages indicated on the carrier's delivery note corresponds to the number of packages actually delivered;
- that the package is intact, not damaged or wet, and in any case complies with the standard characteristics of a CRESPI BONSAI package. Please remember that any complaints must be raised immediately with the carrier; otherwise, the products are considered delivered correctly.
How do I request a return of the invoice for the products?
Contact our customer service number immediately: 0331 491850. The invoice will be returned to you within 5 business days of your request.
Can I have the goods shipped to an address other than the billing address?
Of course, just enter the information for the different destination and/or person in the shipping address field.
Can I receive products abroad?
Yes. We ship to European and non-EU countries. Shipping bonsai to non-EU countries is subject to the legislation of the recipient country. For more details, contact us at +39 0331 491850 or email store@crespibonsai.com.
For shipments abroad, authorized payment is only by credit card or PayPal.