FAQs

Most frequent questions and answers

At this time we offer shipping & delivery at the checkout only to UK and Europe. Below are explained our 3 ways of shipping. Please read T&C for full details.

48 hour Royal Mail tracked service – To note, 48 hours is the delivery time once posted. All orders will be dispatched within two days of ordering (unless your parcel contains any backordered/pre-order or bespoke items).
For example, if you order on weekend, your order will be posted Monday and arrive Wednesday.

24H Royal Mail tracked service – To note, 24 hours is the delivery time once posted. All orders will be dispatched within two days of ordering (unless your parcel contains any backorder/pre-order or bespoke items).

Europe Royal Mail International Tracked & Signed is offered at a flat rate of £11.95 and applies only to Europe. We cannot take liability for any missing parcels. Delivery takes between 5-7 working days from posting.

Outside the covered countries at the checkout, International Delivery can be arranged. Again, we encourage you to source local to home if you can. However, if you would like international shipping and we can give you a bespoke price. Please contact us at contact@iorgreen.com.

If you have not received your order within 21 working days please contact us so we can help trace this for you.

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If you received the wrong item to what you have ordered, please let us know straight away using the contact form here, and we will exchange this for you. Please return the item to us in its original packaging via recorded mail and on receipt of this, we will send you a replacement.

If an item is damaged or faulty, please contact us during the first 14 days upon receipt to obtain a refund with photographic evidence . For an easier and faster refund process we strongly recommend using ‘REFUND as a subject to email (and your order number)’ to contact@iorgreen.com and we will get back to you within 24 hours (please do put REFUND as the subject).

If you are unhappy with your item for any reason, you must notify us by email within 14 days of receiving your goods that you request to return and obtain a refund. You then have a further 14 days to return the item from the date you notified us.

Unless damaged or faulty, to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, products that are intimate, sanitary ware, jewellery and products made to order. Additional non-returnable items: Gift cards

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Whilst we are a small company, unfortunately we cannot cover postage for returns unless faulty.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

 

We accept major debit and credit cards, Google pay, Apple pay (which are handled through Stripe Payment) and PayPal.

Your payment card information is collected on a secure HTTPS web page using SSL.
We use credit card processing firms that are fully PCI-DSS compliant, which means they meet all industry standards for cardholder security.

We never store your credit card number or your security code (CVV code). We only store a payment “token” (an order number generated by the processor), which allows us to charge your card automatically for auto-renewing subscriptions, or to look up your payment transaction without having your card details.

​We re-use cardboard boxes from suppliers where we can otherwise use new recyclable and compostable cardboard boxes.  Our main goal in terms of packing is to use as less without compromising your products safety. Normally, our packages are wrapped in used newspaper and secured with paper based tape (recyclable and compostable).

We work with the suppliers which are having similar policies in place keeping their packaging to minimal and plastic free when they send it to us.

​We hope you can find other uses for our packaging before sending it to be recycled.

Please complete the contact form and we will aim to get back to you in 24 hours. Sometimes can take up to 48 hours to answer you especially in the busier times, such as Christmas or other bank holidays. We recommend using Twitter also. 

Please complete the contact form and we will aim to get back to you in 24 hours.

Each product page will show the item availability. If your order surpasses the number of available items from our stock, we will back order it for you. Depending on item and supplier, the waiting period can be up to 21 days. We aim to contact you immediately if your order contains any items within this scenario. Once, you confirmed that you are happy with the additional waiting time, we will back order the items and send it to you. 

Yes, our shipping note does not contain any pricing information, so this would make a great gift.

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