Customer service

• Shipping & Delivery
• Privacy & security
• Exchange & Return
• Payment, Prices & Promotions
• Reviewing Placed Order
• Adjusting Personal Data

Shipping & Delivery

Shipment will take place where possible by POSTNL. Once the order has been placed, we will ensure that your order is treated with the utmost care and processed as soon as possible. Certain bonsai will only be sent by courier (extra cost) , because we want to hand over this tree to you with the greatest care. It is of course also possible to pick up the tree from us in person. We will then reserve the tree for you after payment. In this special case it is still possible to adjust your choice.

Privacy & Security

Your data as a customer will be protected with maximum care. This means that this information will not be provided to third parties, not even against payment. The site and webshop meet the highest security requirements by means of SSL certificates.

Exchange & Return

All non-living items can in principle be exchanged or returned within 14 days of receipt. This can be done by returning (at the expense of the customer) or by returning to Hoka-En Bonsai-studio in Harmelen. If an article does not meet the normally expected quality requirements, a replacement will be sent after checking with Hoka-En. In view of the nature of the 'living' product, a bonsai cannot, in principle, be exchanged or returned. However, we are prepared to enter into discussions in order to arrive at a suitable solution. This should be known to us within a period of 7 days after receipt. In general, in the event of any damage caused by shipment, a replacement will be sent. In this case it must be clearly demonstrated that damage was caused by shipment or inadequate packaging.

Payment, Prices & Promotions

Payment can only be made using the payment methods offered on the site. All prices shown are inclusive of VAT and exclusive of shipping and transport costs, unless stated otherwise. Special offers apply during the mentioned promotion period. Prices mentioned in the webshop may differ from the prices in the shop in Harmelen.

Reviewing placed order

You can use your own login code to track the status of your orders.

Adjusting personal data

You can use your login code to update and change your personal settings and account details.