DELIVERY INFORMATION
Shipping is a perpetual issue for webstores and that is why we calculate the postage according to the total weight of the delivery and its packaging not making any profit on shipping costs.
Please, take into account that we will not process any order during weekends or national bank holidays, so we will always talk about working days and not calendar days.
The 24h or Courier shipments are very sensitive to the previous and subsequent holidays due to saturation in the transport companies so, under these circumstances, they could be delayed some additional day.
When you checkout you will be given quite a few shipping options such as:
(1) International Registered Mail (15-30 working days)
This international delivery may take around 15-30 working days after payment. If payment is done during the weekend, add 2 extra days to the delivery time. We use the Spanish National Post Office. Once the package gets to your Country, it will be your National Post Office in charge of delivery.
Important: Registered mail with TRACKING NUMBER. Take into account local bank holidays for delivery time calculations, since it may be longer.
In the event that any package is returned, we will contact you in time to resend the package and decide whether to charge a new postage according to the specific situation.
Delivery time:
15-30 working days depending on the country.
Delivery times are just ESTIMATED.
You might be required to sign the parcel depending on the country.
In the event of a lost item, we will resend a new package, or you can choose to apply for the refund.
(2) Urgent International Registered Mail (10-20 working days)
This international delivery may take around 10-20 working days after payment. If payment is done during the weekend, add 2 extra days to the delivery time. We use the Spanish National Post Office. Once the package gets to your Country, it will be your National Post Office in charge of delivery.
Important: Registered mail with TRACKING NUMBER. Take into account local bank holidays for delivery time calculations, since it may be longer.
In the event that any package is returned, we will contact you in time to resend the package and decide whether to charge a new postage according to the specific situation.
Delivery time:
10-20 working days depending on the country.
Delivery times are just ESTIMATED.
In the event of a lost item, we will resend a new package, or you can choose to apply for the refund.
(3) FedEx International (4-6 working day)
This international delivery may take around 4-6 working days after payment. It will not be available to deliver at post box offices.
The delivery time of 4-6 days will depend on when the order is received and the time we have to process your order and to summon FedEx. You could check the state of your package with the tracking number. It is very recommendable to let us know your telephone number in case you wanted to be contacted. Returned parcels could be delivered again if new postage were paid.
You would be required to sign the parcel.
* Customs charges and administrative fees, if any, always will be due to buyers as we don't know whether this shipment will generate or not any additional charge.
In the event of a lost item, we will resend a new package, or you can choose to apply for the refund.
RETURNS POLICY
Before returning any order, customer must contact us in first place by email.
(1) PRODUCT RETURNS
Our Returns Policy grants you the right to return any product which does not complies what customer has asked or simply because does not want it anymore. Your total satisfaction is very important for us.
Upon arrival of your order, we recommend to check and ensure that it is received in accordance with the specifications of your order form.
Please contact our Customer Service to authorize the return. Upon receipt of the returned items and confirmed that they are in perfect conditions, we will refund the cost of the products, but not the original or return shipping cost of the product. Returns must be unopened, in the state you received them, and in the original packaging.
Please note that you will be responsible for the return shipping amount and that we cannot accept returned merchandise without a Return Material Authorisation.
(2) WHAT IF MY PRODUCT ARRIVES DAMAGED, DEFECTIVE OR IT IS JUST NOT WHAT I ORDERED?
In case of returns result of our error, please notify us within 14 days of receipt of the item at our email [email protected], Order number and pictures of problem or package will be requested to be checked and resolved as soon as possible..
(3) ITEMS THAN CANNOT BE RETURNED OR EXCHANGED
- We will not accept returns or exchanges on customized items.
- We will not accept returns or exchanges on any item with expiration date (such as sculpting putties or glues), as well as pendants or underwear (due to hygiene issues)
(4) WHAT IS THE DEADLINE TO REQUEST A RETURN?
The deadline is 7 days from the date of receipt of the order.
(5) STATE OF THE PRODUCT FOR RETURN
The product must be in perfect conditions, unopened, and in the original packaging.
If articles were damaged, used or manipulated the return will not be accepted, and thus, neither the cost of the product nor shipping cost will be returned. We would reserve the right to refuse the refund if articles were returned in unacceptable conditions, missing parts or pieces from its original state.
(6) EXCHANGE OF A PRODUCT FOR ANOTHER
Buyer may request an exchange of product, provided that:
- The product must be in perfect conditions, unopened, and in the original packaging.
- The value of the new product must equal to or less than the returned product.
- Customer will bear the shipping cost for the returned items and for the new shipping cost.
(7) HOW TO RETURN AN ORDER
To do this, please follow the following procedure:
- Send an email to [email protected] with the order number in the email subject. Add an explanation to be able to understand the reason for the return.
- Attach pictures of the articles that you wish to return in order to confirm their status.
- Pack properly the items / order to be returned and ensure they include their unopened original packaging including all pieces of the set.
- Once your return is authorized, it should be sent to our warehouse at: Green Stuff World International. Crta Valencia Km88.8 Calle208 Nave7 - 03550- San Juan Alicante - Spain
- We reserve the right not to accept a return that has not been previously authorized by our Customer Service.
- It will be customer’s responsibility to send the articles back and to make sure that we will receive them.
- If the product is damaged during the return, we will send pictures of the new conditions of the product, and we will not admit the return.
(8) REFUND
Upon receipt of the returned article / order, and confirmed it is in satisfactory condition, we will proceed with refund of the cost of products, but not the original shipping cost, nor its return shipping cost.
If requested, instead of refunding the money, we would send a ticket gift which could be redeemed at other future purchases.
All payments will be refunded to the original PayPal account, credit card, or bank account from where the funds came out.
We reserve the right not to proceed with the refund if the articles were returned in unacceptable conditions.
(9) REFUNDS CALCULATIONS
If the return is due to you have received mistaken, defective or damaged articles, original shipping costs will be also returned.
If the returned articles had been sent along with others, then the shipping cost refund will be proportional according to the total weight of the articles.
When return is for other reasons, provided that the goods arrive us in perfect condition, the refund will be only the cost of the returned product. In this case, no shipping costs or returned shipping cost will be refunded.
(10) TIME TO RECEIVE THE RETURN
Refunds are usually made payable within 10 working days. Please note that banks and some credit cards may take longer to be processed.
Why 10 days? Our quality department must check all returned items and confirm that they are in compliance with our returns policy. Once the refund is authorized, GreenStuffWorld International will proceed with the refund in the same account from which the payment was made.
(11) WHAT IF I CANNOT FIND AN ANSWER TO MY DOUBTS ON THIS PAGE?
You will always be welcome to get in touch with our Customer Service department from Monday to Friday 8:00 a 16:00 (UTC+1, Spanish Time), at:
Green Stuff World SL
Crta Valencia Km88.8 Calle208 Nave7
03550- San Juan Alicante - Spain
Telephone: (0034)965145107
Email: [email protected]