Frequently Asked Questions

Got a burning question about Big Green Savings vouchers, returns, offers or something else entirely? We’ve answered the most common questions here. But if you can’t find what you’re looking for, please do contact us.

Using your vouchers

How will I know if I have new vouchers to use?
You’ll find all your new vouchers in your account area. To make sure you never miss an offer, why not sign up to receive your vouchers by email?

My voucher isn’t working. Help!
You need to activate each voucher by clicking on the green button underneath it. Vouchers can only be used against that specific product, and they can only be used once. They also have expiry dates. If you’re still having problems, please contact customer services.

Can I choose which products to get discounts on?
Not at the moment we’re afraid, but the vouchers are chosen for you based on the products that you’ve looked at or bought before. So they should be for items you’re interested in.

I've opened an account. Why can't I see any vouchers?
We’ll issue your first set of vouchers after your first order. You’ll then receive a new set of vouchers each month. 


How can I check a product’s ingredients before I buy it?
Every product page should include an ingredients list. We also have a long list of banned ingredients, which makes shopping ethically a whole lot easier.

Are all your products cruelty-free?
Yes. We have a strict cruelty-free policy, including a fixed cut-off date for ingredients.

Are your products suitable for vegetarians?
Most of our products are suitable for vegetarians, but not all. You can filter every category to only show vegetarian or vegan options by selecting the relevant tick boxes under ‘Criteria’.

Are your products fairtrade?
We have a strict Supplier Code of Conduct and offer hundreds of fairly traded products. (We sold 45,000 fairtrade products in 2020.) You can filter every category to only show Fairtrade-certified and other fairly traded products by selecting the relevant tick boxes under ‘Criteria’.


How much will delivery cost and how long does it take?
We try to keep delivery prices and times to a minimum. Please read our delivery page for more details.

How do I return an item?
We’re happy to take most products back within 60 days, as long as the item is unopened and in its original packaging. Please fill in our returns form.

What happens if a product is faulty?
Please accept our apologies. If you fill in our returns form, we’ll get back to you ASAP. Or you can contact our customer services team direct.