Frequently Asked Questions

Q: I’m new to ordering promotional items online - How does it work?

A: At Green Merch, our aim is to make ordering your Eco-Friendly
promotional merchandise online as simple as possible. 

    * So, Simply go to our website:   https://www.greenmerch.co.uk 

    * Select your product       
    * Select colour        
    * Select quantity
    * Select print type and location of print      
    * Add your Logo
    * Add to basket        
    * Checkout (input user details, your delivery address and payment details)
    * Wait for delivery of your Eco Branded promotional items……..Done!

All our items are ready and waiting to be individually printed with your logo and
branding today. If you can’t find the promotional merchandise you’re looking for please call us or
email us and we will be delighted to help or answer any questions. 

Q: How do I search for a promotional product on your website?

A: Use the main menu to navigate our different product categories, which span everything from pens and bags to keyrings and drinkware.
Alternatively, you can use the search bar at the top of the website to find a specific item or SKU.

Q. I've never ordered promotional merchandise before - Can you help me?

A: Sure, Just go to our website https://www.greenmerch.co.uk – it’s really simple to use.
Alternatively , get in touch with us directly we can do it for you, simply call 01642 720345 or email: [email protected] – and we’ll sort it for you.

Q: Can I request a free product sample printed with my logo?

A: Yes sure, we know that seeing and feeling a
product for yourself is a great way to help you decide if it’s the right for
your business - and as such, are always happy to provide unbranded samples to
help your decision. (We can also provide a branded sample) 

Please note:
There is a charge for samples in most cases.
To  request a sample, simply select "Request A Sample" on our website
which can be found on the product page of the item you’re interested in.
Alternatively, if you’ve already requested a quote or confirmed that you’d like
to go ahead with an order. you can order directly online or contact us by
telephone 01642 720345 or email [email protected].

Q: Can I purchase un-branded goods?

A: Yes sure, if that’s what you need or prefer – just
don’t select a “Branding” choice from the website.

Q: Do you have other products that aren’t on your website?

A: Yes! We have many different suppliers for a whole range of different merchandise items
and can source items to your needs. If you are looking for something in
particular, please get in touch and we will be able to tell you the different
product options we have available.

Requesting a quote

Q: How can I request pricing for a promotional product on your website?

A: You can view our Eco-Friendly product range
directly on our website this includes lots of additional information such as
order and price breaks, dimensions, materials, delivery costs and times etc.
Q Is there a minimum order quantity for your
products?

All our products have minimum order quantities (MOQ), which is the lowest number of
units we're able to produce. The MOQ of a product will usually displayed on our
website as the default quantity.

If you would prefer a different quantity to the drop down options shown on the
website, then please contact us and we can discuss/consider other options
tailored exactly to your individual needs.

Q: can I get quotes for multiple products at the same time?

A: Yes, of course! Once you've added an item to your
basket, simply continue shopping and adding items to your basket prior to
checkout.

Q: How quickly will I receive my quote?

A: We will always endeavour to get your quote with
you as soon as we can, normally within an hour of receipt.

Q: How long are quotes valid for?

A: Our quotes are valid for 30 days. 

Please note:

that if you choose to place an order after this time, we will provide you with a new
quote.

Q: I don't need a quote - I'm ready to order! What do I do?

A: You can do this from the product page: once you've
selected the item, quantity, colour, print option and added your artwork, made
payment, then we'll do the rest!

Alternatively, you can call us directly on 01642 720345 or email us at
[email protected] and place your order or send an enquiry.

Q: What information do I need to give you to place my order?

A: We ask you to provide the following details to allow us to place your order:

    *  Invoice address

    * Delivery address

    * Chosen product colour

    * Print colour (including Pantone® references for any colours other than black or white)

    * Your logo in a compliant format

    * Your delivery requirements

    * Your payment method (we accept card, BACS)

Q: Do Green Merch offer customers credit account facilities?

A: If you'd like to open an account with us, please
provide request by email to [email protected]

Submitting your artwork/logo

Q: What format do I need to provide my logo or artwork in?

A: We ask our customers to provide their logo or artwork as a vectored file:
Please provide all artwork in either of the following formats:

    * Adobe Illustrator (.eps format) – any version

    * Adobe Indesign (.indd format) – any version

    *  Adobe Acrobat Pro (.pdf format) – any version

Don’t worry if you don’t have your artwork
ready when ordering online – just continue with your ordered without the
artwork being uploaded and we will email you immediately after you have placed
your order and we will pick up the artwork detail later. 

(send your replies to: [email protected])

If you don't have your artwork in the appropriate format, that’s OK - we can help with that too! Simply send
over your design in the format you do have it and we can normally work with you
to prepare the artwork into an appropriate format. 

Please bear in mind that this can add time to your delivery and there may be an additional cost – though
this would be agreed prior to the order confirmation and acceptance.

Q: Will I get to see how my chosen product looks with my logo?

A: Yes - we can provide you with a free digital proof
via email. This will show how your product looks with your chosen artwork.
Once you've approved the proof and the order has been confirmed. your products will
be sent into production! – at this point no changes can be made or no refunds
can be issued.

Q: When will I receive my artwork proof?

A: You will typically receive your PDF digital artwork
proof within 24 working hours of placing your order. We will ask you to either
confirm you are happy with the proof or to notify us of any amends that need
making.

Once you have confirmed that you are happy with your proof, then your Eco-Friendly merchandise
will be sent into production and prepared for delivery.

Q: How do I make payment?

A: Orders placed via website will be paid for online by completing your payment
details. Account customers will make payment directly in
line with agreed credit terms.

Q: What payment options are available?

A: If you wish to apply for a credit account, please request
by email to [email protected].

We will review your credit application and confirm ASAP whether your order can go
on a payment on account or whether we require payment in advance.

Delivery

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 eare occasions deliveries may arrive late than the agreed date and time. This is very often due to third-party suppliers or couriers, we will always inform you immediately should we become aware of any delays.

Please 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 EU and international 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 have a tracking number so we can trace and follow delivery progress. 

Q: Do I get tracking info? Where can I find it?

A:  We will keep you updated on your order progress. Once your order is dispatched, we’ll send you a dispatch confirmation email which should include
the delivery method, estimated arrival date and other tracking details (if available).

Q: Which carriers do you use?

A: This depends on the speed of delivery 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 package 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.

A: Please see Contact us details below:
    T: 01642 720345
    M: 07710 177586
    E: [email protected]