Organic Clothing for little People

Customer Service

 
Shipping & Delivery

 

Shipping Costs

Order with a value over £50 are shipped free of charge to Germany
Germany:                                          £ 4.95 / 4.95 €
UK (except Channel Islands):       £ 9.50 / 9.50 €
Countries listed below in zone 1: £ 11.50 / 11.50 €
Countries listed below in zone 2: £ 14.50 / 14.50 €
Countries listed below in zone 3: £ 31.50 / 31.50 €
Countries listed below in zone 4: £ 33.00 / 33.00 €

Zone 1:
Austria, Belgium, Czech Republic, Cyprus (except northern part), Denmark (incl. Faeroe, Greenland), Estonia, Finland (except Aland Islands), France (except overseas territories and departments), Greece (except Mount Athos), Hungary, Ireland, Italy (except Livigno and Campione d'Italia), Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands (except non-European territories), Poland, Portugal, San Marino, Spain (except Ceuta and Melilla), Sweden
Zone 2:
Andorra, Liechtenstein, Norway, Switzerland
Zone 3:
Belarus, Croatia, Gibraltar (Great Britain), Iceland, Russian Federation, Turkey
Zone 4:
Albania, Argentina, Australia, Brasil, Canada, Chile, China, Colombia, Costa Rica, Egypt, Hongkong, India, Israel, Japan, Jordania, Katar, Malaysia, Mexico, New Zealand, Oman, Saudi Arabia, Singapore, South Africa, South Korea, UAE, USA

 

Delivery Timelines

Germany standard delivery within 3 working days by UPS or DHL
Western Europe standard delivery within 4 working days by UPS
Eastern Europe standard delivery within 7-15 working days by UPS
Rest of World  standard delivery within 15 working days by UPS or Fedex

 

Duty & Customs Clearance

Shipments outside of the EAA are to be custom cleared by the purchaser. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel

We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information

 

Coming Soon 

Additional delivery methods such as next day and named day delivery will be added in the future.

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Privacy & Security
 
Your privacy and security are of the utmost importance to us. This site has SSL security applied in the areas where we ask you for your personal details, payment data and the account area. This security level will show HTTPS and a lock in you browser address bar when it is active, this will give you a visual que that you can trust. 
Payments data is not stored on our site or in our databases. This data is either handled by PayPal or Computop who are our payment provider. Both parties are fully compliant with the international data storage and handling requirements. 

Sense-Organics.com and related web sites are all PCI compliant in data handling and storage. We at Sense Organics will never provide 3rd parties with data from our system, with the exception of data related to a transaction to the payment providers.
 
Returns & Replacements
 

OUR 30 DAY RETURNS POLICY

If the product is not faulty you may return any product you have purchased to us in its original condition within 30 days of the date it was delivered to you and receive a refund. In order to take advantage of this, you must (a) complete, sign and date the returns form included with our original delivery and return the products to us
and (b) return the product to us in the same condition as received and if possible with all packaging.
If we consider any returned product to have been used/worn/washed or tags or labels are missing or removed, we may reject the return and not to give a refund.
You should obtain and keep proof of postage in case you need it as evidence that you have returned the product to us as the returned products are your responsibility until they arrive at our warehouse.
We do not accept returns of skincare, underwear or swimwear under our 30 Day Returns policy.
Our 30 Day Returns policy does not affect your statutory or other legal rights.


REFUNDS

We will issue a refund for the price you paid for the products and the standard delivery charge if the whole order is returned within 14 days of the date we receive the returned item(s).
We will inform you by email when we refund you.
All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase.


LEGAL COOLING OFF PERIOD

By law, customers in the European Union also have the right to withdraw from the purchase of an item within 14 days of the day, after the date the product is delivered.

In order to exercise this right you must notify us
Sense Organcis Sustainable GmbH, Gleimstr. 1, 60318 Frankfurt/M, Tel +49 (0) 69 - 955 099 96, Fax +49 (0) 69 - 955 099 43, E-Mail customerservice@sense-organics.com
by a prominent statement (mail, fax or email) that you wish to exercise your statutory right to withdraw from your purchase.

You may use the template, but this is not a necessity.
To observe the revocation period, it is sufficient to exercise the right of withdrawal before the end of the period of revocation.

Consequences of Withdrawal
If you withdraw the contract, we will issue a refund for the price you paid for the products (including standard delivery charges) within 14 days of your notice of cancellation. We will inform you by email when we refund you.
All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase. Under no circumstances any fees apply to you.
We have the right to withhold the reimbursement, until we have received the goods or until you have provided objective proof of return shipment, whatever is the earlier.
You have to return or hand over the goods immediately and latest within 14 days of the day, that you have noticed us of your withdrawal. The deadline is met, if you send out the goods before the expiry of that 14 days.
You have to bear the direct costs of returning the products.
You shall only be liable for any diminished value of the goods resulting from unnecessary checking of content, quality or other characteristics of the goods.

Please note that you are under a statutory duty to take reasonable care of the products whilst they are in your possession. If you fail to exercise such reasonable care, we may, depending on the circumstances, have a right of action against you for breach of statutory duty. Failure to exercise such reasonable care may, depending on the circumstances, be demonstrated by your failure to include all of the product´s instructions, documents and wrappings when returning the product, the product being damaged or not in the same condition as you received it or (in the case of clothing or accessories) having been worn (other than for simply trying on the product).

This statutory right to withdraw is also set out in your Order Confirmation.


DEFECTIVE PRODUCTS

If you think a product is defective please contact us via email and inform on
(a) name, address - and if available - invoice number
(b) inform on article you claim - if available with article number and color
(c) the reason of the claim.
We will get in touch with you to find an individual solution for the problem. If we find your claim justified, we will issue a refund for the price you paid for the product and all delivery charges within 5 working days. We will inform you by email when we refund you. All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase.

Please note that you have statutory rights in relation to the condition and conformity of goods. This does not affect your statutory rights.


EXCHANGES

Unfortunately we are currently unable to process exchanges. If you would like to return an item, please follow the guidelines outlined above and we will happily issue a refund so you can order the product in a different size.


Ordering
 
Ordering through our web site doesn't need a full registration. We have created a guest check out in the check out procedure. This option will allow you to proceed your order without becoming a registered account holder with Sense Organics. The data you enter during the guest check out will only be used for the purpose of that transaction and will not be stored for any other activities. We do recommend you to open an account with us, this will give you extra options like order reviews, alternative delivery addresses and e-mail preferences.
 
Payment, Pricing & Promotions
 
Payments on this web site can be made via PayPal as well as major debit and credit cards. In the future we will open additional payment options to have an even wider portfollio of payment options. Pricing is all including value added tax where required, if tax is shown at the check out than this is the tax that was already included in the product price shown on the screen. Shipping is always taxable and the shipping price shown on the screen is inclusive of applicable taxes.
Promotions on this website are always bound to a specific period and/or code. We will always communicate clearly which promotions are on and how to make use of these promotions on this site and in the Term & Conditions pages.
 
Viewing Orders
 
You can only view your current and past orders if you have registered an account on this site. Guest check out customers do not have the option to review their orders after order placement and will have to contact customerservice@sense-organics.com for any inquiries.
 
Updating Account Information
 
You as our customer can change your account information at any time by logging into your account. Shipping addresses cannot be altered once an order has been submitted, not even in the account section. Guest check out customers cannot update their account details through the system, you will have to contact customerservice@sense-organics.com.