Our Service

Service

Orders placed before noon on a business day will normally be despatched the same day while those placed after noon or on a non-business day will be sent on the next business day. We may send your order by either Royal Mail 2nd class or courier, depending on the items ordered, the value and weight of the order. Normally all orders weighing over 2kg will go by courier. We'll make it clear which method will be used for your order on the shopping basket page.

BigGreenSmile.com has a sophisticated stock and ordering system ensuring that we hold stock of all items available on our website. If we haven’t got a particular item we shall let you know.

60 day refund or exchange guarantee

We want you to be completely satisfied with all of your purchases from BigGreenSmile.com. If you are not completely happy with your product then let us know and we will happily refund or exchange the item if you contact us within 60 days.

Delivery charges

Our delivery charges are calculated based on the weight of the items in your basket and the best method available to get them to you. Where possible we will use the postal service but if the weight of your order exceeds their limits, or the value of your order is over £40, we will use a courier service. We will advise you of the service we expect to use on the basket page.

For deliveries to the UK mainland the courier will normally deliver the next business-day after your order leaves our warehouse. Please allow at least 2-3 days for postal deliveries within the UK. Deliveries elsewhere will take a little longer.

UK delivery charges

• Delivery charges for orders weighing up to 500g start at £2.50.
• Delivery charges for orders weighing more than 500g but less than 2kg start at £3.95.
• Orders for items costing more than £40 but less than £50 or weighing more than 2kg will be sent by courier. Charges start at £5.
• All orders over £50 will be delivered free of charge within the UK mainland.
• Orders to Scottish Islands, Isle of Wight and Isle of Man will receive free delivery on orders of items over £80.
• Orders to the Channel Islands get free delivery on orders of items over £85.
• Orders to Northern Ireland get free delivery on orders of items over £90.

Overseas deliveries

We also deliver to the countries listed below. Shipment is by either international mail or by DHL couriers. The shipping charge is based upon the method of delivery and the weight of the items you have ordered.

We also offer free shipping to many countries. To see whether you qualify for free shipping please check the destination country for your order and the corresponding item value threshold required to qualify for free shipping.

Courier service

Our courier service requires that orders be signed for on delivery. As noted on the checkout page, if your order is to be sent by courier please choose a delivery address where someone will be present to accept delivery and sign for it.

Our courier will try to complete delivery to you but if they find no-one in and you don't contact them to arrange re-delivery they may then return the order to us, so delaying its eventual delivery to you. Where possible we try to prevent this happening but the best way is to ensure someone will be present when the order is delivered.

We will normally send you a notification email when your order leaves our warehouse. The progress of courier deliveries in the UK can be tracked online and we will send you a tracking link in the confirmation email.

Import Duties and Local Taxes

For delivery outside the European Union, you may be subject to import duties and taxes which are levied once the package reaches the destination country.

Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Packaging & Warehousing

Our aim is to ensure that your goods reach you in good condition but we are certainly not over-zealous with our packaging! In fact we try to keep this to a minimum.

In fact the warehouse guys have been well ahead of their game in a number of ways, not just the packaging. Fitted temperature monitors in the warehouse check the warehouse temperature every 15 minutes so we are not heating too much and making the guys sweat! In the afternoon when it gets a bit warmer, fans in the ceiling push down the hot air, which again saves on turning up the heat.

Take a tour of our warehouse (see right).

Biodegradable packaging

We're trialling biodegradable, loose-fill packaging pellets. These water-soluble pellets are made from natural materials and will dissolve in water. Try it!

Although they may look like traditional packaging materials they will decompose and biodegrade naturally without any nasty side-effects. You can compost them, dissolve them in water or – of course – re-use them!

Recycling our old boxes

We get through a lot of cardboard boxes. Many of our deliveries come in boxes and we use them to store our stock on the shelves of our warehouse (see video).

But we try to put them to good use, so you may find your order is delivered in one that we're re-using. We also have a machine that turns other boxes into filling material for packing (see right).

And of course we encourage you to recycle the boxes and filler that we send your order in.