Ramo Rocío

All products have free shipping in mainland Spain and Portugal starting at €49. Purchases under this amount will be charged €3.99 for shipping (depending on the quantity of products).

For non-mainland areas and the rest of the world, shipping may vary slightly depending on the weight and product. You can see the shipping cost in the checkout before paying.

When will my order be processed?

All orders are handled and shipped from our warehouse in Valencia, Spain. We process orders Monday through Thursday. Orders will be processed within the first business day from the order date and shipped the following day. Please note that we do not ship on weekends.

Important: You may need to allow additional time for your order to be processed during holidays and sales periods.

Our natural plant deliveries are from Tuesday to Friday. We do not ship on weekends. For example: if you place your order on Thursday afternoon (before 5:00 PM), your order will leave our warehouse on Thursday and arrive on Friday. If you place your order on Friday, Saturday, or Sunday, your order will leave our warehouse on Monday and arrive on Tuesday.

For our other product deliveries (including preserved and freeze-dried flowers), delivery times are also Monday through Friday. We do not ship on weekends. For example: if you place your order on Thursday afternoon (before 5:00 PM), your order will leave our warehouse on Thursday and arrive on Friday. If you place your order on Friday (before 5:00 PM), your order will leave our warehouse on Friday and arrive on Monday. If you place your order on Saturday or Sunday, it will leave our warehouse on Monday and arrive on Tuesday.

How long will it take to receive my order?

Once you place your order, please allow one business day for processing. After that, it will take 24-72 business hours for delivery within mainland Spain. Shipping costs and delivery times for orders outside mainland Spain and international orders will vary (depending on the location). The shipping company handling the order will be determined by the carrier (this information will always be sent to the customer).

Please note that during peak season, sales days, or special days, shipping may occasionally take longer than 48 hours, for example, 72-96 hours.

Will I be charged taxes and customs?

The prices displayed on our site are exclusive of customs duties, meaning you may be required to pay duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order reaches its final destination and are determined by your local customs office. Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country's customs department. For more details about these fees, please contact your local customs office.

Returns

In natural plants / dried & preserved flowers , which come from the best crops and care, thus obtaining a high quality plant, we also strive to carry out efficient packaging so that there is no movement in transport and thus ensure that it arrives in perfect condition, our policy lasts 72 hours from the day you receive them, likewise, after these 72 hours we can no longer process the incident, which means that a refund or exchange will no longer be available.

Our return policy lasts 30 days on all other products. If 30 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as when received. It must also be in its original packaging.

Several types of products are exempt from return. Perishable items such as food, fresh flowers, newspapers, or magazines cannot be returned. We also do not accept items that are intimate or sanitary products, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

- Gift cards

- Downloadable software products

- Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are given (if applicable)

- Book with obvious signs of use

- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened

- Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error

- Any item returned more than 30 days after delivery for pots and accessories and more than 72 hours for indoor plants and preserved flowers

Refunds (if applicable)

Once your return is received and inspected, we'll send you an email to notify you that we've received your returned item. We'll also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

In the case of non-peninsular Spain areas (Canary Islands, Ceuta and Melilla) and international areas, if the product arrives in poor condition, only the value of the product will be returned and not the shipping cost. The customer will be responsible for shipping, since in these areas, due to customs reasons, the value is very high and we as a company do not assume that cost.

If the recipient is absent (in the case of Natural Plants), due to the natural product, the recipient may die or suffer significant losses. If this happens, we cannot be held responsible for refunds.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Then contact your bank. There's often some processing time before a refund is issued.

If you've done all of this and still haven't received your refund yet, please contact us at info@naugreen.com.

Sale items (if applicable)

Only regular priced items can be refunded; unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@naugreen.com and send your item to: Entrada Tamarit 6, 46013, Valencia, Spain.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves, we will send a refund to the gift giver and they will find out about their return.

Shipment

We will be responsible for paying for return shipping costs, if applicable (depending on the area, as explained in the section above).

If the person is absent or does not appear, we will try to contact them as much as possible. The shipping agency has a maximum of two deliveries. If they do not appear within those days, the agency returns the package to the warehouse in the customer's city, where it can be stored for approximately three days. During this time, if the customer does appear, they can manage it through the shipping agency's website or pick it up at an official office. Otherwise, the agency returns the package to our warehouse. If this is the case, we can send the product again, but shipping costs will be borne by the customer.

In the case of plants , because they are a natural product, they may die or suffer considerable loss. If this happens, we cannot be responsible for refunds. Given the circumstances, we must reach an agreement between both parties.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.