Our Service
Refunds & exchanges
We want you to be completely satisfied with all of your purchases from BigGreenSmile.com.
If you are not completely happy with your product then let us know and we will happily
refund or exchange the item if you contact us within 60 days.
Service
BigGreenSmile.com has a sophisticated stock and ordering system ensuring that we
hold stock of all items available on our website. If we haven’t got a particular
item we shall let you know.
Orders placed before noon on a business day will normally be despatched the same
day while those placed after noon or on a non-business day will be sent on the next
business day. We may send your order by either Royal Mail 2nd class or courier,
depending on the items ordered, the value and weight of the order.
Normally all orders weighing over 2kg will go by courier.
We'll make it clear which method will be used for your order on the shopping basket page.
Delivery Charges
Our delivery charges are calculated based on the weight of the items in your basket
and the best method available to get them to you. Where possible we will use the
postal service but if the weight of your order exceeds their limits, or the value
of your order is over £40, we will use a courier service. We will advise you of
the service we expect to use on the basket page.
For deliveries to the UK mainland the courier will normally deliver the next business-day
after your order leaves our warehouse. Please allow at least 2-3 days for postal
deliveries within the UK. Deliveries elsewhere will take a little longer.
UK delivery charges
-
Delivery charges for orders weighing up to 500g start at £2.50.
-
Delivery charges for orders weighing more than 500g but less than 2kg start at £3.95.
- Orders for items costing more than £40 but less than £50 or weighing more than 2kg will be sent by courier. Charges start at £5.
- All orders over £50 will be delivered free of charge within the
UK mainland.
Overseas deliveries
As well as the United Kingdom we also deliver to these countries:
| Austria |
Belgium |
Bulgaria |
Czech Republic |
| Denmark |
Estonia |
Finland |
France |
| Germany |
Greece |
Hungary |
Ireland |
| Italy |
Latvia |
Lithuania |
Luxembourg |
| Netherlands |
Poland |
Portugal |
Romania |
| Slovakia |
Slovenia |
Spain |
Sweden |
Courier service
Our courier service requires that orders be signed for on delivery. As noted on
the checkout page, if your order is to be sent by courier please choose a delivery
address where someone will be present to accept delivery and sign for it.
Our courier will try twice to complete delivery to you but if they find no-one in
each time they may then return the order to us, so delaying its eventual delivery
to you. Where possible we try to prevent this happening but the best way is to ensure
someone will be present when the order is delivered.
We will normally send you a notification email when your order leaves our warehouse.
The progress of courier deliveries in the UK can be tracked online and we will send
you a tracking link in the confirmation email.
Gift wrapping
Our gift wrapping service will deliver a wrapped present complete with a hand written
gift message to your recipient. The invoice included with the package will omit
the prices.
Your gift will come gift wrapped in a high quality, coloured paper made from Lokta
paper. If you order more than one item then we will send them in a gift-wrapped
box and the items inside will not be wrapped.
You can select gift wrapping on the basket page. More information about
gift wrapping.
Carbon offsetting
We consider the environment throughout our business from the products we source
to their delivery. Although we don't have large stores across the country and we
keep our warehouse running in as environmentally friendly a fashion as possible
we do recognise that carbon is released as a side-effect of us delivering orders
to you.
You can make a contribution to offsetting the carbon released. This is entirely
voluntary. Carbon offsetting is available on our shopping basket page.
Import Duties and Local Taxes
For delivery outside the European Union, you may be subject to import duties and
taxes which are levied once the package reaches the destination country.
Any additional charges for customs clearance must be borne by you; we have no control
over these charges and cannot predict what they may be.
Customs policies vary widely from country to country, so you should contact your
local customs office for further information. Additionally, please note that when
ordering from us, you are considered the importer of record and must comply with
all laws and regulations of the country in which you are receiving the goods.
Packaging & Warehousing
Our aim is to ensure that your goods reach you in good condition but we are certainly
not over-zealous with our packaging! In fact we try to keep this to a minimum.
In fact the warehouse guys have been well ahead of their game in a number of ways,
not just the packaging. Fitted temperature monitors in the warehouse check the warehouse
temperature every 15 minutes so we are not heating too much and making the guys
sweat! In the afternoon when it gets a bit warmer, fans in the ceiling push down
the hot air, which again saves on turning up the heat.
Take a tour of our warehouse (see right).
Recycling our old boxes
We get through a lot of cardboard boxes. Many of our deliveries come in boxes and
we use them to store our stock on the shelves of our warehouse (see video).
But we try to put them to good use, so you may find your order is delivered in one that we're re-using.
We also have a machine that turns other boxes into filling material for packing (see right).
And of course we encourage you to recycle the boxes and filler that we send your order in.
