Help and Support

Our Service

We’re here to help. If you’re looking for information on our service then we hope you’ll find the answers below. If you don’t (or you’d really rather talk to someone) then please don’t hesitate to get in touch - we’d love to hear from you.

Postage & Delivery 

Here are a few details about our delivery service and process.

When do we dispatch your orders?

We’ll send your order as soon as we can. If you place an order before noon on a working day then we’ll dispatch it on the same day.  If you place it after 12pm (or on a non-working day), it will be sent on the next working day. 

How do we send your orders?

We send your orders by Royal Mail 2nd class or courier. It depends on what you’ve ordered and the value and weight of it. 

Where possible, we like to use the postal service - but usually orders weighing over 2kg (and orders with a value of over £50) are sent by courier. Don’t worry, we’ll tell you which method we plan to use on the shopping basket page.

If your items are sent by courier then they need to be signed for. We don’t want your order to be delayed, so if you know you aren’t going to be at home feel free to amend the delivery address (to one where you know someone will be in). 

If our couriers do miss you they’ll leave a card so you can contact them about redelivery. If they don’t hear from you they will return the items to us. At which point we’ll get in touch.

Order tracking

We send a notification email as soon as your order leaves our warehouse and the progress of your package can be followed online – just look for the tracking link on your confirmation email.

When should you expect your order to arrive?

For deliveries to the UK mainland (excluding the Scottish Highlands) 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 may take a little longer.

Our delivery charges

For the UK Mainland*

 

For orders weighing up to 500g

Delivery starts at £2.50

For orders weighing more than 500g but less than 2kg

Delivery starts at £3.95

Orders weighing more than 2kg

Are always sent by courier and charges start at £5

For all orders over £50

Delivery is FREE*

 

Exclusions*

Regrettably at the moment we are unable to extend the free delivery to the following areas due to the high costs passed to us by our courier service:

Scottish Highlands (including postcode pre-fixes:  IV, HS, KA27-28, KW 1-14, PA20-49, PH17-26, PH30-41, PH49-50)

Channel Islands (postcode prefixes GY & JE)

Northern Ireland (postcode pre-fix BT)

Isle of Man and Other Islands (including postcode prefixes: ZE (Shetland), KW15-17 (Orkney), HS (Outer Hebrides), KA27 (Isle of Arran), KA28 (Isle of Cumbrae), PH42-44 (Eigg, Rhum and Canna), PA60-78 (Isle´s of Jura, Colonsay, Iona, Mull. Tiree & Coll) , PA42-48 (Isle´s of Bute, Islay & Gigha), TR21 - 25 (Isles of Scilly), PO30 - PO41 (Isle of Wight) & IM (Isle of Mann).

If your delivery is to the Scottish Highlands please select United Kingdom (Scottish Highlands) from the drop down menu on the basket page and when entering addresses. Your delivery charges will then be calculated correctly.

For Overseas 

We deliver to the countries listed below. We ship orders by international mail or DHL couriers. The charge is based upon the method of delivery and weight of the items you have ordered.

These are the countries we ship to

Country
Austria
Belgium
Bulgaria
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Greece
Hungary
Ireland
Country
Italy
Latvia
Lithuania
Luxembourg

Netherlands

Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
 

Do you have to pay import duties or local taxes?

If your items are being delivered outside of the European Union, you may be subject to import duties and taxes that 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.

Gift-wrapping

Sending a gift?  Then why not take advantage of our gift-wrapping service. For just £3.95 we’ll deliver your present wrapped, with a hand-written message and a delivery note that won’t include the price (and it’s all environmentally friendly too). Just select Gift Wrapping on the shopping basket page.

Our wrapping paper

We only use Lokta paper to wrap your gifts. Lokta paper is made from the bark of the Lokta, or Daphne papyracea plant.  It grows in the Himalayas at altitudes in excess of 6500ft and is in abundant supply.  Harvesting Lokta helps preserve the fragile eco system in Nepal and gives regular and fairly paid work to the people of the mountain villages.

Your gift card

Our gift cards are made from 75% elephant dung and 25% recycled paper (okay it might not sound that nice but they’re beautiful – and they smell good too - trust us!).  

The paper is from a charity in Sri Lanka - the Maximus Conservation Trust – that’s in the grounds of the Millennium Elephant Foundation (MEF).  The MEF is a charity that takes care of sick and disabled elephants and promotes the plight of the Sri Lankan elephant. It’s the ultimate in recycled paper!

Gift boxes

If your order contains more than one item then instead of wrapping we’ll send your items in a single gift-wrapped box. 

Free Samples

Why not try before you buy? With every order you place (that’s worth £10 before shipping) you can choose up to two free samples from our ever-changing selection.

Click here to see the full range of goodies

For full details please see our terms and conditions

Our Returns Policy

We want you to be completely happy with your purchases. If for any reason you aren’t, we offer a 60-day refund or exchange guarantee.

Just get in touch within 60 days and we will happily refund or exchange your items. Take a look at the FAQs below for more information on our returns policy.

FAQs

What information do I need to provide to return an item?

Please call us on 01753 588405 or email us at [email protected] before returning any items, so we know to expect them. Please include your name, order number and reason for return with your item.

Do you have a FREEPOST returns address?

Our FREEPOST returns address is:

Business Reply Licence Number RTGT-KEJC-BCJC

Big Green Smile Ltd

Unit 3 Langley Business Centre

Station Road

Langley

Slough

Berkshire

SL3 8DS

Please note, at the moment FREEPOST returns are only available to customers in the UK.

If the item(s) you need to return weigh(s) more than 2kg, please contact us on 01753 588405.

What if my item has been used?

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means that you are able to return it with the original packaging and labels, and that it's undamaged and unused.

For items that have been used/opened please contact customer services on 01753 588405, and if a refund is agreed, it will be in the form of vouchers. We are unable to exchange used/opened items.

Will my postage be refunded?

We will happily refund your postage if your item is faulty or not as described.

 

 

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