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.

Index

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?

DPD PredictWe send all orders via DPD couriers using their Predict service.

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.

In most cases DPD will provide parcel recipients with a one hour delivery window, notified by SMS or email, so you don't have to wait in all day.

What's more, it enables receivers to watch the progress of their delivery on a real-time map, and (where supported) all the way down to a final 15 minute timeslot.

Our courier service requires that orders be signed for on delivery. As noted on the checkout page, please choose a delivery address where someone will be present to accept delivery and sign for it.

Our courier will try to complete delivery to you but if they find no-one in and you don't contact them to arrange re-delivery 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.

For deliveries to the UK mainland (excluding the Scottish Highlands) the courier will normally deliver 2 business-days after your order leaves our warehouse. Deliveries elsewhere will take a little longer.

* 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.

UK delivery charges

  • All orders will be sent by our using our courier´s DPD Predict service. Charges start at £5.
  • All orders over £50 will be delivered free of charge within the UK mainland.

Free Delivery 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:

Northern Ireland (postcode pre-fix BT)

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) 

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 are the same as that of the rest of the UK mainland.

For Overseas 

We deliver to the countries listed below.  The charge is based upon the 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

Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
 

Warehouse

BigGreenSmile is a UK company that has rapidly expanded over the past few years to include multiple websites across Europe. As part of our continual drive to provide an eco service to our customers, we have recently consolidated our two warehouses into one to serve all of our sites. Our new warehouse is based in Belgium (which is more central to most of our suppliers, many of whom manufacture on the continent) and to the majority of our customers.

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.

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 guarantee.

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

What do I do if I want to return an item?

Please fill in our online Returns Form and we´ll email you your free returns label.

Alternatively you can send an email to [email protected] or you can call us on 020 8123 0289* with your order number and reason for return and we´ll raise a free returns label

*If you are calling from abroad please call +44 2 08123 0289 

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 020 8123 0289, 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.

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

 

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