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?

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

Czech Republic




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.


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.


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

Please call us on 020 8123 0289 (If you are calling from Abroad please call +44 2 08123 0289 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 RTSU-HHKU-USTX
57 Hill Avenue

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 020 8123 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.



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