Ordering & FAQ...
How do I order?
Browse to the product you're interested in from the ranges displayed on the Products page or use the 'search' function on the Home Page to find a particular item.
If you wish you can click on the name of the product to access further details.
Click on the 'BUY!' button alongside the item to add it to your order.
You will be taken to the shopping cart where you can change the quantity of the product to be ordered, if you wish, before selecting 'Continue Shopping' or choosing the appropriate delivery option for your location before selecting 'Go to Payments'.
When you've finished shopping, remember that to complete your order you must enter your payment and delivery details by selecting 'Go to Payments' in the shopping cart.
How long will my order take?
Orders are normally sent out on the next working day. We hold stock of all the items we sell, but we do occasionally run out. In these circumstances there is sometimes a delay of a day or so while we await our next delivery. If there is a possibility of a longer delay we will always try to inform you by email so that you can chose to wait or change/cancel your order.
What is your delivery charge for the UK?
We have a standard £2.95 delivery charge for delivery to a UK address. This is a flat rate even on heavy and bulky orders, so if you order more, you still pay the same delivery charge! This is automatically added to your order on the shopping cart when you select "Delivery to UK" so that you can see exactly what you will be paying.
Do you ship overseas?
We happily ship to most countries, although there are a number of products that we cannot post outside of the UK due to restrictions that are in place on the postal services that we use. These products are marked with "NB. CANNOT BE DELIVERED OUTSIDE THE UK".
International postage is also charged at a flat rate depending upon your location. For delivery to Europe the charge is £8.95 and for the Rest of the World it is £10.45 regardless of the size of your order! The shopping cart will automatically add the correct delivery charge to your order when you select from the "Delivery to Europe" or "Delivery to Rest of World" options. There are a few countries that we are unfortunately unable to send orders to. If in any doubt, please email us prior to ordering to check that we can deliver to your location.
What delivery service do you use?
For smaller UK orders we generally use 1st Class post. Parcels are also sometimes sent using the Royal Mail Recorded Delivery service or, in the case of larger parcels, by courier. All international parcels are sent on services that require a signature and offer online tracking in case your order goes astray.
What happens if I am not at home when the parcel is delivered?
Please ensure that the delivery address you have given is one where there is usually somebody available to accept the package. If the Post Office/courier is unable to deliver on the first attempt, they will leave a card so that you are able to collect the package directly from your local sorting office/depot.
How will my order be packed?
We try to use as much recycled packaging as possible. We may use cartons/boxes or jiffy bags depending on what is appropriate for the order and what is currently available. However your item is packed it will always be sent with sufficient packaging to reach you safely.
What payment methods do you accept?
Payment can be made by cheque, money order or postal order in UK pounds sterling, or by the following major credit/debit cards:- Visa, MasterCard, Visa Delta, Maestro & Solo.
Can I order over the telephone?
Absolutely! Please call and speak to us on 01283 769898 with your order and payment details. If nobody is available to take your call, you can leave a message on the answering machine and we will call you back.
Is your website secure?
Yes! Ordering through our shopping cart is very secure. You will see the padlock on the bottom right-hand corner of your screen (browser depending) when you reach the page to input your card details to assure you that you are on a secure website. Your credit card details are processed securely by PayPoint and we don't even have access to your card info ourselves.
|For your protection and peace of mind your payment details are transmitted to our credit card processor using a Secure Server.
Rest assured that as an ethical company we will never pass any of your details on to a third party for any reason and we retain only those details that are necessary to successfully process and complete your order for you.
What is your returns policy?
If you are unhappy with your order, you may return it to us for a refund. Return postage is the responsibility of the customer and returns can only be accepted with prior authorisation. All returned items must be sent insured with proof of posting. In the event of an order being sent incorrectly, we will happily and immediately exchange the item for you without charge and refund any postage costs involved in sending the wrong item back. All returned goods must be returned complete and undamaged.
In circumstances where we are not at fault for a return, i.e. you changed your mind about the order, then we may still give authorisation for the return. Please contact us before returning any items. As above, all returned goods must be complete and undamaged.
This does not affect your statutory rights.
What happens if an item arrives damaged?
We go to great lengths to ensure that everything is very well packaged when it leaves our premises and we take great care shipping your order to you. Nevertheless, damage can very occasionally occur in transit. We take pride in offering a first class customer service and will happily replace damaged items free of charge, but the damaged item must be received back first in order to make a claim from the delivery company, and return postage is the responsibility of the customer. Once the product is received back and found to be damaged we will replace it for you and refund the value of your return postage to your payment card.
What if I want to cancel my order?
Simply let us know by email and, providing your order has not yet been sent out, we will cancel your order.
What if I have a complaint?
Green Valley is committed to providing not only the highest quality products, but also the very best in customer service. If you are unhappy with either the products or the service you have received from us, please contact us by emailing firstname.lastname@example.org or telephoning 01283 769898 within 7 days of receiving your order. Your queries will be acknowledged usually the same day - if not the next business day and if it is not possible to resolve your query immediately, you will be informed of the timescale anticipated to solve the problem.
Quality of customer service is our absolute top priority and all queries will be answered efficiently. You will be kept fully informed of the progress of your query via email and telephone.