Shipping, Returns & FAQ – webshop copy

7 okt 2026 · @Astrid van egmond

Before you publish

The three texts below are ready to paste into the webshop once every [bracketed] detail is filled in. They are a draft based on EU consumer rules, not legal advice.

• Fill in the [bracketed] details: shop name, email, return address, countries, prices and delivery times.

• Decide who pays for return shipping. The draft says the customer does, which EU rules allow as long as you state it before the sale.

• Confirm the legal guarantee period for the country your business is registered in. Two years is the EU minimum and some countries set a longer one.

• Confirm the product claims in the FAQ: finish, liner, drainage holes, assembly and whether the finish is safe for growing food.

• If the business is registered in Portugal, check whether you must link to the electronic complaints book (Livro de Reclamações) on the site.

• Have the final version checked by a legal adviser or your accountant before it goes live.

Shipping policy

We ship our handmade planters to [all EU countries / list of countries]. Every order is packed by hand in our workshop in Portugal.

Processing time

Your order leaves our workshop within [x–y] working days. Planters in a custom size or colour take [x–y] working days, because we make them especially for you.

Delivery times and costs

Destination

Delivery after dispatch

Shipping cost

Portugal

[x–y] working days

€[x]

Spain

[x–y] working days

€[x]

Rest of the EU

[x–y] working days

€[x]

[Other countries]

[x–y] working days

€[x]

[Free shipping on orders over €[x].] The exact shipping cost is always shown at checkout before you pay.

Tracking

As soon as your order ships, you receive an email with a tracking link from [carrier]. Delivery times are estimates and can be longer in busy periods.

Delivery

Planters are bulky parcels, so please make sure someone is at home to receive them. If nobody is in, the carrier will [try again / leave the parcel at a pick-up point].

Orders outside the EU

[We currently ship within the EU only. / Orders to countries outside the EU may be charged import duties and taxes on arrival. These are paid by the customer.]

Damaged or missing parcels

If your parcel arrives damaged or something is missing, email [email] with your order number and a few photos, ideally within 48 hours. We will send a replacement or refund you at no extra cost.

Custom pergolas

Pergolas are not shipped. We build them on site in the Lisbon area, and delivery and installation are part of your personal quote.

Return policy

You can return any standard product within 14 days of receiving it, without giving a reason.

How to return

1. Email [email] within 14 days of delivery with your order number, or send us the withdrawal form below.

2. We reply with the return address and instructions.

3. Send the item back within 14 days of telling us. It should be complete, unused and, where possible, in its original packaging.

4. We refund you within 14 days of receiving your message. We may wait until the item is back with us or you have sent proof of posting.

Refunds go to your original payment method and include the standard shipping cost you paid for the order.

Return shipping costs

The cost of sending an item back is paid by the customer, unless the item arrived damaged, faulty or different from what you ordered. [A return from within the EU costs roughly €[x], depending on the carrier.]

Condition of returned items

You may unpack and inspect your planter as you would in a shop. If it has been used beyond that, for example filled with soil, planted or left outdoors, we may reduce the refund to reflect the loss in value.

Items that cannot be returned

• Planters made to your own specifications, such as a custom size, a custom colour or personalisation.

• Custom pergolas. These are built to measure on site and are covered by the terms in your quote.

Damaged, faulty or wrong items

Email [email] with your order number and photos. We will repair or replace the item or refund you, and we cover the shipping costs.

All products come with the legal guarantee of conformity of [2 / 3] years from delivery. This policy does not limit your statutory rights as a consumer.

Withdrawal form

You can use this form to cancel your order, but any clear written message works too.

To: [Shop name], [address], [email]

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name and address:

Date:

FAQ

Orders and payment

How can I pay? We accept Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna and UnionPay.

Can I change or cancel my order? Yes, as long as it has not shipped yet. Email [email] with your order number as soon as possible.

Do I need an account to order? Yes, you need an account

Products and care

Are the planters handmade? Yes. Every planter is built by hand by Ralph in our workshop in Portugal.

Do the planters come with plants and soil? No. Planters are delivered empty. The plants in our photos show how they can look once you have planted them.

Can the planters stay outside all year? Yes. The wood has a [water-repellent, weather-resistant finish] and the planter stands on raised feet so air can circulate underneath. [A liner and drainage holes keep damp soil away from the wood.]

Can I grow vegetables and herbs in them? [Yes. The finish and liner are safe for growing food.]

Which colours are available? Natural, Ochre, Blue, Coral, Sage Green and Lilac. Colours can look slightly different on screen, and every piece of wood has its own grain.

From what age is the Little Roots kids' planter suitable? From [x] years, with an adult nearby. It stands [x] cm high, so small hands can reach the soil easily.

Do I have to assemble the planter? [No, it arrives fully assembled. / Yes, assembly takes about [x] minutes and the screws are included.]

How do I look after the wood? [Empty and clean the planter once a year, and refresh the finish every [x] years to keep it looking its best.]

Can you make a custom size or colour? Yes. Email [email] with what you have in mind and we will send you a quote. Custom-made planters cannot be returned.

Shipping

Where do you ship? To [all EU countries / list of countries]. See our shipping policy for delivery times and costs.

How long does delivery take? Orders leave our workshop within [x–y] working days. Delivery then takes [x–y] working days, depending on your country.

How can I track my order? You receive an email with a tracking link as soon as your order ships.

My parcel arrived damaged. What now? Email [email] with your order number and photos, ideally within 48 hours. We will replace the item or refund you.

Returns

Can I return my order? Yes, standard products can be returned within 14 days of delivery. Custom-made items are excluded. See our return policy for the steps.

Who pays for the return shipping? You do, unless the item arrived damaged, faulty or different from what you ordered.

When do I get my money back? Within 14 days of your return request, once the item is back with us or you have sent proof of posting.

Custom pergolas

Where do you build pergolas? In the Lisbon area, within about [x] km of [place].

How does it work? We visit your garden, take measurements and discuss your wishes. You then receive a design and a quote, and we agree on a build date.

How long does it take? Usually [x–y] weeks from approved quote to finished pergola, depending on size and season.

Do I need a permit? [That depends on the size and location. We can tell you what applies to your garden during the site visit.]

How do I request a quote? Email [email] or use the contact form, and include a few photos and rough measurements of the space.