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. During peak periods, such as sales promotions and public holidays, order processing times may be slightly extended.
Most UK mainland orders take two to three days to reach you after they’ve left the warehouse. You’ll be given an estimated delivery date when you check out.
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?
We send all orders via DHL courier service from our warehouse in Belgium. All our deliveries are carbon neutral
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. Or alternatively you can track your order on the DHL Tracking page here >>
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
- There is a minimum order value of £29.95, after discounts, excluding shipping.
- All orders will be sent via DHL. Charges start at £5.75.
- 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)
If your delivery is to the Scottish Highlands or Shetland please select United Kingdom (Scottish Highlands), if it is to Northern Ireland please select (United Kingdom Northern Ireland) from the drop down menu on the basket page. Your delivery charges are the same as the rest of the UK mainland.
Please select 'Other Islands' for postcodes including: (including postcode prefixes, KW15-17 (Orkney), HS (Outer Hebrides), KA27 (Isle of Arran), KA28 (Isle of Cumbrae), PH42-44 (Eigg, Rhum and Canna), PA60-78 (Isle´s of Jura, Colonsay, Iona, Mull. Tiree & Coll) , PA42-48 (Isle´s of Bute, Islay & Gigha), TR21 - 25 (Isles of Scilly), PO30 - PO41 (Isle of Wight)
Regrettably at the moment we are unable to deliver to either Jersey or Guernsey.
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 |
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!