Delivery & Returns
The dispatch team at our sister company Green Tulip will be dealing with your orders. They've been sending out eco goods since 2007 so are experienced at an efficient (and plastic free) service.
We send the majority of our orders through Royal Mail who we believe offer the lowest impact deliveries around the UK. During the current period of strikes we are doing our best to offer a variety of delivery options so you can choose the one that suits your needs. All of our delivery options do come with tracking so we hope this gives some peace of mind too.
We are happy to accept orders from around the world, but only offer delivery within mainland UK.DELIVERY INFORMATION
We offer the following delivery options.
In all cases you will be provided with a tracking number.
Orders received by 10am weekdays will be sent the same day.
1: ROYAL MAIL TRACKED 48
£2.95 (FREE for orders over £30)
Our standard delivery option. Due to the ongoing Royal Mail strikes deliveries may take longer than the usual 2-3 days.
2: ROYAL MAIL TRACKED 24
£4.50 (Only £1.50 for orders over £30)
A faster service, that is prioritised by Royal Mail and will be dispatched during strike periods.
3: DHL EXPRESS
Delivery by DHL courier using their express service which usually delivers next day (Monday-Friday only). Order by 11am weekdays for same day dispatch.
We are currently offering local customers the chance to collect their order from our warehouse which is located between Chippenham & Devizes in Wiltshire. The warehouse is open for collections 9am - 3pm Monday - Friday. We are situated next door to The Farm Cookery School on Netherstreet Farm, SN15 2DS.
We are also part of a shop, located near Devizes: The Inner Yard (at The Old Potato Yard, SN10 3PU). If you would like to collect your order from the shop we can arrange to take it there for you. Just choose the pickup option, and then let us know in your order notes you would like to collect from The Inner Yard. Please note orders will be available at The Inner Yard 1-2 days after the order has been placed - you will be notified when the order is ready for collection.
FURTHER DELIVERY INFORMATION
Deliveries will be made Monday-Friday and a signature will be required on receipt. DHL will be in touch with you directly once your parcel is collected from us. They will give you your tracking reference (waybill no.) and a link to their delivery portal (where you can choose to change the delivery date, address or to leave your parcel in a specific place).
Please note: In the unlikely event of a DHL courier delivery going to an incorrect location or a parcel being lost, this must raised with us within 21 days of the expected delivery date in order for a claim to be made with DHL.
Adding Delivery Instructions
If you need to include a specific delivery instruction with your order (for example nominating a place for the parcel to be left if you are not at home) – you can add this to the order notes box at the checkout and we’ll attach this information to the front of your parcel.
For DHL courier parcels any delivery instructions can be added in the DHL delivery portal once you receive your tracking number. Please note that this is at your own risk.
If you would like your recipient to open their gift on a certain date we can help by adding an instruction to your parcel (eg: “Do not open until xx date). Please include this in the order notes box at the checkout.
If for any reason your order does not arrive as expected please email us on firstname.lastname@example.org quoting your order number, and we will investigate and do what we can to ensure it is with you as soon as possible.
All of our packaging is, of course, plastic free and we try to be as environmentally friendly as possible. We’ll re-use cardboard boxes where we can, otherwise we’ll use simple kraft boxes, corrugated card or paper envelopes.
*Unfortunately, at this time we are not set up to deliver to parts of the UK that require additional customs documentation such as Jersey or Guernsey. Or to countries outside of the UK. We're sorry for any disappointment or inconvenience caused.
CUSTOMER SERVICE INFORMATION
We offer payment by Shop Pay (which accepts all major card types) as well as PayPal.
Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods. Returns will be dealt with as detailed below.
We hope you will be pleased with your purchase, however should you wish to return anything, we will be happy to refund or exchange a product provided it is in a fully resalable condition. Postage costs are non-refundable unless the item is being returned due to an error on our part of because it is damaged or defective.
Returns should be sent back to us within one month of the date of purchase, in their original, undamaged packaging. It would be useful to include a note explaining the reason why you wish to return the goods, whether you would prefer us to send you a replacement or process a refund, and your contact details in the event of any queries. We recommend you obtain proof of postage in case goods are lost in transit.
Returns should be sent to:
Green Tulip Limited
Unit 1, Netherstreet Farm
Wiltshire SN15 2DS.
If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price from the refund amount. In the interests of hygiene, we regret that the following items are non-returnable unless faulty; pierced earrings, toiletries, food and beverages.
Once the returned item has been received by us, we will refund the price of the item using the same method originally used by you to pay for it. Should you prefer to receive an exchange, rather than a refund, please place a new order for the alternative item that you would like. We will then process a refund for your returned item.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.