Delivery Policy
When will my order ship?
Processing time is 24-48 hours (business days only). Your order will be shipped immediately after the processing period.

What is your delivery policy?
Postage and packaging costs for mainland UK are £4.50 for all orders. For the Highlands, Islands and Northern Ireland packages under 3kg costs are £4.50 and over 3kg costs are £9.50; orders which are more than £140 are sent free of p&p. For overseas rates, please order online to calculate your postage or contact us for an exact quote.
Heavy items will incur a Heavy Item Delivery Charge, which will be notified to you as soon as possible after your order is placed, and not later than the point at which you may still cancel the order, i.e. before you are charged for the item. The Heavy Item Delivery Charge is shown on the description of the products to which it applies.

Express Handling
For an additional £6 (on top of p&p if applicable), we offer an Express Handling Service for both mainland UK and overseas orders that are received by 11am GMT (Mon-Fri) and can be sent out the same day by either 1st class post or 24hr carrier (neither guarantee next day delivery). Express orders received after 11am GMT will be despatched the next business day.

General
How do I place an online order?
Big Green Factory has made an effort to make your online ordering process as easy and streamlined as possible. All you have to do is search our site for the right item(s) and add them to the shopping cart. When you are through shopping, click on the shopping cart at the top of the screen and proceed to checkout. You will then be asked for billing and shipping information and then you will submit the order. Shortly after, you will receive an email confirming your order. Order process time is 1-2 business days. After that, your order will be on its way. We accept Visa, MasterCard and PayPal. Promotions, discounts, sales and price adjustments offered by Big Green Factory.com will not be honoured by Big Green Factory Store and vice versa.

What if I never recieved and email confirmation?
The most likely answer to this is your email address was invalid, probably due to a spelling error. If you never receive an order confirmation email, let our support team know. We can be contacted at info@biggreenfactory.com. We will let you know if we received your order or not.

What if I want to place and order over phone?
Phone orders may be made from 9am-5pm GMT Monday through Friday.

When will I be charged for my purchase?
Your card will be charged by 8pm on the day you place your order. If for some reason the product is unavailable, you will be notified via email and a full refund will be made.

Return Policy
What is your return policy?
We stand behind the quality and authenticity of everything we sell.

If you are unhappy with any Big Green Factory item please return it to us, UNUSED/UNWORN and NOT WASHED and in its original condition and packaging within 30 days for refund, exchange or credit.

Please complete the relevant section of the returns form enclosed in your original order.

We recommend that you obtain a certificate of posting or use recorded delivery, as we cannot be responsible for packages that do not reach us. Please note that we do not refund original p&p cost and that you are responsible for the return postage.

We will not charge you additional postage for exchange orders delivered to the UK mainland. A returns pick-up service is available at a cost of £9.90 per parcel. Large items incur a pick-up charge of £80 (UK mainland - other areas by quotation).

PLEASE NOTE: We do not accept returns of items that have been made to customer's specifications, or items which cannot be returned for hygiene reasons, e.g. skin care and cleaning products.

All returns must be sent to: Big Green Factory Returns Dept. Argyle House, 1 Dee Road, Richmond, Surrey, TW9 2JN.

Legal statement
Prices are correct at the time of going to print / online but are subject to change without notice. Prices include VAT where applicable. We reserve the right to change the designs and details of items featured in the catalogue or in this web site. We have made every effort to ensure that items are shown accurately, however, please understand that there might be slight variations in colour or texture, and that items may undergo slight alterations after information has been published.

Discounts, where offered, are conditional on availability and in the event of a discounted item not being available, are not transferable to non-discounted items. Discounts are not accumulative: only one discount may be applied for any one item.

Big Green Factory Ltd. Company reg. no. 06439763, reg. address: Argyle House, 1 Dee Road, Richmond, Surrey, TW9 2JN. VAT number 984 1394 87