Service Terms and Conditions
These general terms and conditions (hereinafter referred to as “terms and conditions”) are issued by:
Koki s.r.o. Registration No.: 55772404
Registered office: Vojtechovce 604, Nový Život 930 38
Contact details:
Email: [email protected]
Phone: 0951 882 792
Koki s.r.o. is also the operator.
Guarantees
A hassle-free Christmas tree experience! Our goal is to provide impeccable service and Premium-Quality trees. That’s why we carefully select only PREMIUM quality trees. It’s important to remember that Christmas trees are natural creations, so each tree is unique. You may occasionally notice some irregularity or a slightly bended branch. So, if the delivered tree doesn’t meet your expectations, we’ll be happy to replace it with another one.
Throughout the entire experience, we take care of perfect service and flexible courier services. In case of any misunderstanding or error, we strive to solve as soon as they arise, so we welcome your feedback and suggestions.
We offer a 100% money-back and tree replacement guarantee within 3 days of Christmas tree delivery. In case of any issues, you can contact our customer service specialists by phone, email, or through Facebook and Instagram platforms.
Christmas Tree Replacement – Return Terms
If the delivered Christmas tree doesn’t meet your expectations, we will be happy to replace it with another one. To facilitate a smooth process, you can request that the courier show you more than one tree. You can inspect the trees near the courier’s vehicle or once it’s unpacked in your home.
If you don’t have the opportunity to check your tree during delivery, or if the delivered tree doesn’t meet your expectations, please contact our customer service specialists. You can request a replacement within 3 days from the delivery date.
After 3 days from the delivery, we do not replace trees, and we do not provide refunds.
We sincerely recommend reading the Christmas tree care and maintenance recommendations here.
Free delivery terms and information
Free Delivery Terms and Information
Every purchased Christmas tree is eligible for free delivery in Vilnius, Kaunas, and Klaipėda. When making a reservation, you will have the opportunity to choose from available dates and time intervals for delivery to your address.
We deliver Christmas trees from November 25th to December 23rd on business days and weekends. Free delivery is available from 09:00 AM to 09:00 PM.
We recommend reserving your Christmas tree even if you’re not sure about the exact delivery date and time. You can always change the date and time by contacting us at the provided phone number, email, or through messages on Facebook or Instagram. The quantity of Christmas trees is limited, so waiting until the last moment is not advisable. If, for some reason, you won’t be home during the scheduled delivery time, we will try to reschedule it to the end of the same day’s route or our customer service specialist will contact you to arrange a more convenient time.
If you can’t find a suitable date or time when choosing the free Delivery and Collection service, we recommend purchasing the “Extra” Delivery and Collection service for 15 euros.
Free Christmas Tree Collection Terms and Information
Each purchased Christmas tree is entitled to free collection service. In order to reduce the CO2 emissions from transportation, we create schedules for Christmas tree collection, divided by micro-districts.
Free Christmas tree collection takes place from January 6th to January 15th. The list of dates and areas will be announced on the SilverTree Facebook page and our website.
We will come to collect the tree in your microdistrict on a specific day in time intervals: 9:00 AM to 1:00 PM, 1:00 PM to 5:00 PM, and 5:00 PM to 9:00 PM. Three days before the scheduled collection date, we will send an SMS message and an email specifying the exact date and the time interval assigned to you.
Sometimes, due to technical obstacles, you may not receive the SMS or email, so please be understanding and check the collection date on our website, Facebook page, or inquire with our customer service specialists.
Please undress and prepare the trees in advance. If you are at home during the scheduled collection time, for your convenience, the courier can enter your home and remove the tree, wrapping it in a special bag. If you have the possibility, leaving the tree outside or in the staircase, we highly appreciate it, as it contributes to a more efficient tree collection process.
If you do not plan to be at home on the scheduled day, we hope to find the tree in a location accessible to us (yard, near the gate, or in the staircase). When removing the tree, there is no need to prepare it in a certain way. We recommend shaking the tree vigorously in one place before carrying it, to reduce the shedding of needles.
On the day of your tree collection, within the assigned time interval, please wait for the courier’s call and help to locate your tree. If you will be away or know that you cannot answer, please inform the customer service department and provide as much information as possible (where the tree is left, staircase code, etc.).
If the courier cannot reach you on the scheduled date and within the assigned time interval, we reserve the right to cancel the free tree removal service.
In case of misunderstandings and if the courier does not collect your tree, please contact our customer service specialists – we will arrange another date and time for tree collection. We strive to resolve all misunderstandings.
If you are not satisfied with the conditions of free collection, we recommend purchasing the “Extra” tree collection service, the cost of which is 15 EUR.
Delivery Zones
Free delivery and pickup are available within the boundaries of Vilnius, Kaunas, and Klaipeda cities.
Suburban areas are divided into zones. In certain locations, delivery and pickup remain free, while in others, we apply an additional 5 Euro fee. This fee will be reflected in the final step of your order summary.
You can check whether we will deliver the Christmas tree to your residential address and whether there will be an additional charge in the “Delivery Zones” section on our website or in the final step of your order.
By entering your address, a pin will appear on the map, allowing you to specify the exact delivery location for the tree. If your residential address is not within the delivery zones, you will see a message on the screen that says, ”We apologize, but your specified address is outside the delivery zone. Please contact us for delivery to other cities.”
Delivery to other cities
For those living outside the delivery zones and in other cities in Slovakia, we will deliver Christmas trees through courier partners.
If you would like to receive a Christmas tree but live outside the delivery zone, please contact our customer service specialists via email, phone, or Facebook platform. We do not offer discounts for orders to other cities, and we do not provide collection services to locations beyond our specified zones.
Moreover, we do not deliver trees taller than 180 cm.
“Extra” Delivery and Collection Terms
Each purchased Christmas tree comes with free delivery and collection.
We recommend choosing “Extra” delivery and collection only in cases where you cannot find a suitable date and time for free delivery or if you need the Christmas tree to be collected earlier or later than the regular tree collection schedule: from January 6th to 15th.
By ordering the “Extra” service, the Christmas tree will be delivered on the desired day with one-hour precision.
Additionally, you will have the option to choose the date and time for tree collection with a one-hour interval.
”Extra” delivery service fee is 15 euros.
Out-of-Court Dispute Resolution
- The consumer has the right to contact the seller with a request for remedy if they are dissatisfied with the way the seller handled their complaint or if they believe that the seller has violated their rights. The consumer has the right to submit a proposal for the initiation of alternative (out-of-court) dispute resolution to a body responsible for alternative dispute resolution if the seller responds to the request in the previous sentence negatively or does not respond within 30 days from the date of its submission. This does not affect the consumer’s option to seek recourse through the courts.
2. The Slovak Trade Inspection, with its headquarters at Prievozská 32, 827 99 Bratislava, IČO: 17 331 927, is responsible for the out-of-court resolution of consumer disputes arising from a purchase contract. The Slovak Trade Inspection can be contacted for this purpose at the following address: Slovak Trade Inspection, Central Inspectorate, Department of International Relations and Alternative Dispute Resolution, Prievozská 32, 827 99 Bratislava 27, or electronically at [email protected] or [email protected]. Website: https://www.soi.sk/. The online dispute resolution platform available at http://ec.europa.eu/consumers/odr can be used to resolve disputes between the seller and the buyer arising from a purchase contract.
3. The European Consumer Centre of the Slovak Republic, located at Mlynské Nivy 44/a, 827 15 Bratislava, website: http://esc-sr.sk/, is the contact point according to Regulation (EU) No. 524/2013 of the European Parliament and Council of May 21, 2013, on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC (the online dispute resolution regulation).
4. The seller is authorized to sell goods based on a trade license. Trade inspections are conducted by the relevant District Office in the Department of Trade Licensing. The Slovak Trade Inspection, among other things, supervises compliance with Act No. 250/2007 Z.z. on Consumer Protection, as amended.
Withdrawal from the Contract
- A buyer who has entered into a purchase contract outside of their business activities as a consumer has the right to withdraw from the purchase contract without providing any reason.
2. The withdrawal period from the contract is 14 days: A. from the day of receiving the goods, B. from the day of receiving the last delivery of goods, if the contract involves several types of goods or the delivery of several parts, C. from the day of receiving the first delivery of goods, if the contract involves regular repeated delivery of goods.
3. The buyer cannot, among other things, withdraw from the purchase contract:
- for the delivery of goods after more than 3 days that are subject to rapid spoilage, as well as goods that, due to their nature, have been irreversibly mixed with other goods after delivery,
- in other cases specified in § 7(6) of Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services under a Distance Contract or a Contract Concluded Outside the Seller’s Premises, as amended.
4. To comply with the withdrawal period, the buyer must send a statement of withdrawal within the withdrawal period.
5. To withdraw from the purchase contract, the buyer may use the withdrawal form provided by the seller. The buyer sends the withdrawal to the seller’s email or delivery address listed in these terms and conditions. The seller will immediately confirm receipt of the form to the buyer.
6. The buyer who withdraws from the contract is obligated to return the goods to the seller within 14 days from the withdrawal from the contract. The buyer bears the costs associated with returning the goods to the seller, even if the goods cannot be returned by regular postal means due to their nature.
7. If the buyer withdraws from the contract, the seller will promptly return all funds received from the buyer, including delivery costs, no later than 14 days from the withdrawal from the contract, using the same method. The seller will return the funds received to the buyer by a different method only if the buyer agrees to it and if it does not incur additional costs for the buyer.
8. If the buyer chooses a delivery method for the goods that is not the cheapest option offered by the seller, the seller will refund the buyer the delivery costs corresponding to the cheapest available delivery method.
9. If the buyer withdraws from the purchase contract, the seller is not obligated to return the received funds to the buyer until the buyer has returned the goods or demonstrated that the goods have been sent to the seller.
10. The buyer must return the goods to the seller in an undamaged, unused, and uncontaminated condition, and if possible, in the original packaging. The seller is entitled to unilaterally offset any claims for damages incurred on the goods against the buyer’s claim for a refund of the purchase price.
11. The seller is entitled to withdraw from the purchase contract due to the depletion of stock, unavailability of the goods, or if the manufacturer, importer, or supplier of the goods has ceased production or import of the goods. The seller will promptly inform the buyer via the email address provided in the order and will return all funds received from the buyer under the contract, including delivery costs, within 14 days from the notice of withdrawal from the purchase contract, using the same method or a method specified by the buyer.
