Shipping policy
**Last updated: 27 July 2026**
This Shipping Policy applies to physical goods purchased directly from Home
Ecosystems SrL through home-ecosystems.com.
Shipping destinations and order acceptance
Customers may request or place orders from countries worldwide. Every order
remains subject to acceptance by Home Ecosystems after we confirm that the
product can be supplied, shipped, imported and supported lawfully at the
destination.
Checkout availability or an automated order acknowledgment does not itself
confirm acceptance. The contract is accepted when we issue an order acceptance
or dispatch confirmation, or when we begin an expressly agreed service.
We may decline a destination where transport, product compliance, customs,
sanctions, carrier, tax, language, returns or service requirements are not
ready. Any payment already taken for an order we cannot accept will be refunded.
Processing and delivery estimates
Product pages, checkout and order confirmations may provide dispatch or
delivery estimates. Estimates are not guaranteed delivery dates unless we
expressly accept a specific date in writing.
Stock products normally require an order-processing period before dispatch.
Pre-order, made-to-order and commissioned items follow the estimate in the
product page or accepted quotation. We will contact you if a material delay
becomes known.
Unless a different period is agreed, goods supplied to EU consumers will be
delivered without undue delay and no later than 30 days after the contract is
concluded, subject to the rights and remedies provided by applicable law.
Shipping charges, taxes and import costs
Available delivery methods and charges are shown at checkout or in the accepted
quotation.
For deliveries outside the European Union, the recipient may be the importer of
record and may have to pay import VAT, customs duty, brokerage or handling fees
unless checkout expressly states that these charges are included. These charges
are set by local authorities or carriers and are not controlled by Home
Ecosystems.
You are responsible for checking local import restrictions and for providing
accurate customs or tax information requested to complete delivery.
Tracking
Where the carrier provides tracking, we will send tracking information to the
order email address. Tracking events are estimates supplied by the carrier and
may update with delay.
Address accuracy and changes
Check the delivery address before placing the order. Contact
support@home-ecosystems.com immediately if it is wrong. We cannot guarantee an
address change after packing or dispatch.
Additional costs caused by an incorrect address, refused delivery or failure to
collect may be charged where legally permitted and where the customer was
responsible. We will contact you before arranging a chargeable reshipment.
Risk during delivery
Where Home Ecosystems selected or contracted the carrier for a consumer order,
risk of loss or damage remains with Home Ecosystems until you or a person you
nominated takes physical possession. If you independently commission a carrier
not offered by us, risk may pass when the goods are delivered to that carrier,
as provided by applicable law.
Lost, damaged or incomplete deliveries
Inspect the package and product as soon as reasonably possible. If the parcel is
visibly damaged, photograph the packaging and product and, where possible, note
the damage with the carrier.
Contact support@home-ecosystems.com promptly with the order number, tracking
number, photographs and a description of missing or damaged items. Reporting
within 48 hours helps us preserve evidence with the carrier, but a later report
does not remove mandatory consumer rights.
If a shipment is confirmed lost or damaged while the risk remained with us, we
will provide the remedy required by applicable law, which may include
replacement or refund.
Split shipments
An order may arrive in more than one parcel. We will not add shipping charges
after purchase unless you agree to a change.
PlantArt, oversized goods and installation
Commissioned PlantArt, fragile living materials, oversized systems and
installation work may require specialist transport, site access and a separately
agreed schedule. The accepted quotation or project agreement takes precedence
over this general policy for those operational details.
The customer must disclose access limitations such as stairs, door widths,
parking, lifting needs, building rules, electrical or water requirements before
the quotation is accepted. A material undisclosed limitation may require a
revised plan and price.
Contact
Shipping questions: support@home-ecosystems.com