Delivery & Returns

Delivery, and returns - Green Merch web site

General notes on delivery:

All orders placed via the website are charged on a per item delivery charge and clearly displayed in the basket. Details are as per order and normally delivery will be 10 -12 working days from point of “Order confirmation”. Orders received after 5pm GMT are calculated from the next business day.

Delivery FAQ’s

Q: What delivery options do you offer?
A: We deliver Eco-Friendly branded merchandise to the UK mainland – we can also deliver to other non UK mainland locations such as
Scottish Highlands, IOM, IOW, NI and EU and other international locations on request. (Providing the product ordered is compliant)

Please note that the scheduled delivery date might be delayed if payment or artwork approval is delayed. We will email you once your order has been shipped – with any tracking or courier details.

Q: I need my products by a specific date. How can I see how quickly items can be delivered?
A: If you're working to a specific timeframe, please get in touch - we're more than happy to help you find the perfect product. Delivery times are shown on the web and all items available for sale are in stock at the time of ordering – this is how our systems are set up.

Q: My delivery hasn't arrived. What should I do?
A: On very rare occasions deliveries will arrive later than the agreed date or time. This is normally to our third-party suppliers or couriers,
we will inform you immediately should we become aware of any delays.

Pleas notify us immediately of any delays, failures, damage or errors and we will investigate. All orders placed via the website are charged on a per item delivery charge and clearly displayed in the basket. Details are as per order and normally delivery will be 10 -12 working days from point of “Order confirmation”. Orders received after 5pm GMT are calculated from the next business day

Non UK mainland, EU and International orders

Q: Do Green Merch deliver to non UK mainland, EU and international locations?
A: We’re happy to consider delivery of orders to potentially all locations, though additional delivery rates will apply.

Please note that some products are not available for delivery outside the UK. For more specific information on Non UK mainland, EU and international deliveries please see Non UK mainland deliveries details below:

Non UK Mainland deliveries
Yes! We’re happy to deliver your order to non UK mainland, EU or internationally
– However,

Please Note: that additional delivery rates will apply.

All non UK Mainland deliveries should be requested/placed either by email or by telephone as the website will not enable you to place orders for non UK Mainland delivery destinations.
Details will be agreed individually at the time of order (charges, timings, restrictions etc)

Q: Will my order be trackable?
A: Your order will normally be trackable.

Q: Do I get tracking info? Where can I find it?
A: Once your order is dispatched, we’ll normally send you a dispatch confirmation email that includes the delivery method, estimated arrival date and other tracking details (if available).

Q: Which carriers do you use?
A: This depends on the speed you select. We determine which carrier to use for your order based on a variety of factors, such as products purchased, delivery address, size/weight of the order and delivery speed selected. Currently our main carriers are DPD and Fedex but this may change from time to time.

Q: At what time will my order be delivered?
A: Normally all deliveries will be made within normal working hours from Monday to Friday. Obviously, bad weather and carrier delays can happen, but if your order doesn’t
get there on time, you’re not satisfied – and neither are we. Contact us for further information on outstanding deliveries.

Q: My delivery was supposed to arrive today but I have not received it yet. What should I do?
A: Packages are delivered by 6pm in your time zone daily. If it is not yet 6pm you can view your tracking information in your Order History under My Account. You can
also Contact us at any time and we’ll be glad to assist.

Returns:
We make every effort to fulfil all orders to customers specifications. The ordering process for Green Merch Limited (GML) goods allows you the opportunity to obtain a sample of the goods (often at no charge) before ordering and to approve your print proof or branding before the design, order, printing and delivery process begins. Because once they are printed these
specially-manufactured goods have no value to us or to other customers, no returns of properly-printed goods are accepted for return. Blank merchandise may be considered for return by prior agreement with a member of the Green Merch team, any pre agreed returns are subject to a 15% handling fee in addition to the necessary carriage costs to return the product. Incomplete or partial returns will not be accepted. Unauthorised returns are not accepted. Any printed products returned in violation of this policy will be discarded at
Green Merch Limited’s discretion.

Q: Can I cancel my order?

A: Because many of the products that are ordered are then printed or branded with customers/clients logos there is a very narrow time window where goods can be cancelled. Therefore, goods/products that are already in the order process, are already printed or are in the despatch process can not be cancelled, therefore refunds will not be given.

Q: How long do I have to cancel my order?

A: This is normally anytime BEFORE the customers order has been placed and/or confirmed (if/when that is applicable) or once any confirmation of order has been received from the client by Green Merch Limited at any other time goods/orders can not be cancelled.

Q: When will you issue the refund?

A: We will any agreed refund payments received from you as follows:

Any agreed Returns (prior in writing by GML) will be refunded within 30 days after receipt of goods in line with this policy providing the goods have been accepted for return in writing from Green Merch limited (prior to any return) Any agreed Cancelations (prior in writing by GML) will be refunded within 30 days from the date of written confirmation of cancellation from Green
Merch Limited. If you lost your right to cancel because your order has already been confirmed (and goods order process has started) you are not entitled to a refund unless agreed by Green Merch Limited in writing.

Q: How will you refund me?

A: We will issue the refund using the same payment method you used when you placed your order, unless you have expressly agreed otherwise. In any case, some returns fees may apply (ie carriage storage, returns surcharge, handling fee, inspection cost, onward return to Green Merch Limited suppliers)

Q: What if goods are faulty or delivered in error?

A: In the case that you believe you have received a faulty product or order is received in error, please contact a member of the Green Merch Limited team within 7 working days of receipt of the receipt of goods (delivery). Claims made after this time will not be reviewed, considered nor accepted. Before Green Merch Limited can begin to process a claim, a sample of the goods (quantity will be determined at Green Merch Limited discretion) must be provided for the Green Merch team to review. Green Merch Limited reserves the right to take up to twenty-one (21) working days to process/review a claim from the date of receipt of the goods in question. Any credits, returns, or refunds will be processed within thirty (30) working days
after review, unless otherwise noted. No returns are accepted after 7 working days. A £50.00 fee will apply to all returns exceeding £1,000.00 that are not a result of an error or fault of Green Merch Limited. In the case of a customer error or unauthorised return (including rejected shipments), the customer is responsible for all costs incurred, including but not limited to return carriage costs back to Green Merch Limited nominated location.

Q: how can I contact Green Merch directly?

A: please see Contact us details below:

T: 01642 720345
M: 07710 177586
E: [email protected]
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Please follow link below to Green Merch returns, complaints and cancellations policy for full details: https://www.greenmerch.co.uk