Ecover Direct Service Information

Index

Service

We’ll send your order as soon as we can. If you place an order before noon on a working day then we should dispatch it on the same day.* If you place it after 12pm (or on a non-working day), it should be sent on the next working day.* (*Please be aware that during sales and busy periods, despatch can take longer.)

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 voucher guarantee

We want you to be completely satisfied with all of your purchases from Ecoverdirect.com. If you are not completely happy with your product then let us know and we will happily refund, or if it is used we will give you a voucher code for the item if you contact us within 60 days.

Please note we will provide a free returns label to you, unless products are 5L or over. In these cases, unless products are faulty, customers are responsible for organising the return themselves.

We cannot accept returns as a result of deliveries being delayed or late.

How do we send your orders?

DHL LogoWe send all orders via DHL courier service.

Orders can be delivered to a home or business address of your choice, or you can arrange for delivery to one of a large selection of DHL ServicePoints.

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.

On the day of delivery, you will receive an email from DHL with a delivery window, so you don’t have to wait in all day. This email will give you an opportunity to change the delivery address or time.

Our courier service requires that orders are signed for on delivery. As noted on the checkout page, please choose an address where someone will be available to sign for it.

Our courier will attempt to deliver to the original address twice. If no-one is in - and you haven’t contacted them to arrange re-delivery - they will deliver your order to a ServicePoint and you will need to pick it up from there.

All deliveries to ServicePoints must be picked up by you within seven days, or they will automatically be returned to us.

Collection instructions: when your parcel is delivered and ready for collection, DHL will send you an email. You'll need to bring a copy of the email and a photo ID (Driving license or passport) with you to collect your parcel. Orders must be collected within seven days, to avoid them being returned to sender. 

For deliveries to the UK mainland, the courier will normally deliver 2/3 business-days after your order leaves our warehouse. Deliveries elsewhere may take a little longer.

UK delivery charges

  • All orders will be sent via DHL. Charges start at £5.
  • All orders over £55 will be delivered free of charge within the UK mainland (please note: the £55 spend is after all discounts have been applied and is exclusive of delivery) 

Free Delivery Exclusions*

Regrettably at the moment we are unable to extend the free delivery to either Jersey and Guernsey due to the high costs passed to us by our courier service.

If your delivery is to the Scottish Highlands please select United Kingdom (Scottish Highlands) from the drop down menu on the basket page when your address. Your delivery charges are the same as the rest of the UK mainland.

Overseas deliveries

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

Country
Austria
Belgium
Bulgaria
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Greece
Hungary
Ireland
Country
Italy
Latvia
Lithuania
Luxembourg
Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden

 

 

Warehouse

BigGreenSmile fulfill Ecover Direct orders. BigGreenSmile is a UK company that has rapidly expanded over the past few years to include multiple websites across Europe. As part of our continual drive to provide an eco service to our customers, we have recently consolidated our two warehouses into one to serve all of our sites. Our new warehouse is based in Belgium (which is more central to most of our suppliers, many of whom manufacture on the continent) and to the majority of our customers.

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.

 

Our Returns Policy

We want you to be completely happy with your purchases. If for any reason you aren’t, we offer a 60-day returns guarantee.

Just get in touch within 60 days and we will happily refund your items or issue a voucher code. Take a look at the FAQs below for more information on our returns policy.

What do I do if I want to return an item?

Please send an email to [email protected] or you can call us on 0203 823 6629* with your order number and reason for return and we will get in touch.

*If you are calling from abroad please call +44 203 823 6629 

We are unable to exchange items, unless faulty.

What if my item has been used?

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means that you are able to return it with the original packaging and labels, and that it's undamaged and unused.

For items that have been used/opened please contact customer services on 0203 823 6629, and if a refund is agreed, it will be in the form of vouchers. 

Will my postage be refunded?

We will happily refund your postage if your item is faulty or not as described.

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.

Recycling our old boxes

Where-ever possible we re-use the boxes our stock gets delviered in and some ordes get sent out in new boxes or re-enforced envelopes made from recycled paper.

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

Biodegradable packaging

To pad the boxes out to ensure your products do not get damaged during delivery we use a mix of crumpled re-cycled paper and 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!

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