Green Tulip is fully committed to giving our customers excellent customer service. In today's hectic world we understand that you would like a straightforward and hassle free shopping experience and we will do everything we can to ensure this is the case. After all - as a company that believes in treating our suppliers fairly and with respect it seems only right that we treat our customers in the same way.
Delivery
We have a number of delivery options to meet your specific needs. We also offer free standard delivery for orders over £30.
Standard Delivery - £2.75
This is our great value delivery option and works well for most deliveries. Parcels are often received within 1-2 days of posting, but of course this cannot be guaranteed so you should allow up to a week to receive your delivery.
Most parcels are sent by 1st class mail (though some heavier ones might be sent by our courier). Not only does this support our local village post office but we also feel environmentally it is the right choice – why get a courier to make an additional journey when your post man/women is going there anyway?
Where a delivery is going to a home address we don't tend to request that it is signed for. This allows your post man/women to leave it in your designated safe place - and saves you waiting in all day for it! Your post man/women should already know where to leave any parcels if you are out, but please add details to our additional information box at checkout just in case.
Courier Delivery - £4.50
Courier delivery gives you the confidence that you will receive your parcel 1-2 working days after sending (and we dispatch most orders within 24 hours of receipt). We use a next day courier service (thought this is not 100% guaranteed).
This service requires you to be there to receive the parcel and is a good option for delivery to a business address. If you are not there the parcel might be returned to the courier depot or you can request that the parcel is left with a neighbour - please add this detail in the additional information box at checkout. Please note: the courier will not leave your parcel in a 'safe place' - this is a signed for service.
Next Day Delivery - £6.95 ** order by 12pm **
This option guarantees your order will be sent out the same day for delivery the next day - ideal for those urgent presents! We use a signed for, next day courier for this service and though 99% of deliveries arrive the next day we cannot absolutely guarantee this as the delivery service is out of our control.
Please note that orders placed on a Friday will be delivered on a Monday; and that orders placed over the weekend will be sent out on a Monday for delivery on a Tuesday.
ORDERS MUST BE PLACED BY 12PM - MIDDAY - FOR THIS SERVICE.
If for any reason your order does not arrive as expected please email us on sales@greentulip.co.uk, quoting your order number, and we will investigate and ensure it is with you as soon as possible.
Please note that the website is currently set up to accept orders for delivery within the UK only. If you are based outside of the UK and would like to place an order please email us on sales@greentulip.co.uk with details of what you would like to order and we will work out the delivery charge for you, and let you know how to put the order through the website.
Making a purchase
The most straightforward way of making a purchase is through the website. As you browse the shop, click on any items that you wish to buy to put them into the shopping basket. Remember to visit the gift wrap service if you would like any of the products gift wrapped.
After you have finished your selection, click on "my basket" and you will be asked for a few personal details that we need to be able to fulfil the order. The first time you order from us you will have the choice of shopping as a guest or setting up an account. The account simply holds your personal details and has no credit function - it also means future orders are much quicker to place as we already have a lot of the information we need.
Once you have paid for your order (see below) you will receive an automatic email confirming your purchase. This will give you a chance to check your order, and will give you an order number to quote in any correspondence. Please contact us by replying to the email if there are any changes or if you have any questions.
We try very hard to keep all items in stock, but in the unlikely event one of the items you have ordered is unavailable we will email you directly as soon as possible and ask you whether you would like the amount refunded or would prefer to wait for the item to come back into stock.
Payment
We accept all credit and debit cards (except American Express) and your payment is processed by Sage Pay (formerly Protx). We have chosen to use Sage Pay as they have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI) and they adhere to the most stringent levels of fraud screening, ensuring that customers' details remain secure throughout the transaction process.
If you would prefer to pay by cheque this option is available, although it will mean the order process takes a little longer. Please email your order and delivery instructions to sales@greentulip.co.uk and we will reply with the total cost of the order. You can then send us a sterling cheque made payable to Green Tulip Ltd. in the post (address details can be found in the ‘Contact Us’ section). Your goods will be despatched as soon as the cheque has cleared.
Cancellation Right
Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods. Returns will be dealt with as detailed below.
Returns Policy
We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a fully resalable condition.
Returns should be sent back to us within one month of the date of purchase, in their original, undamaged packaging. It would be useful to include a note explaining the reason why you wish to return the goods, whether you would prefer us to send you a replacement or process a refund, and your contact details in the event of any queries. It is also a good idea to obtain proof of postage (a certificate of posting is available free of charge from the Post Office) and keep it in a safe place in case you need to claim compensation from the carrier. We regret that we cannot accept responsibility for goods in transit from our customers. Please note that the costs for returning the item to us are non-refundable, unless you are returning an item because of an error on our part or because it is damaged or defective. In these cases we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.
Once the item has been received by us we will refund the price of the item using the same method originally used by you to pay for it, or exchange the product if an exchange has been requested. A refund of the delivery charge will only be given if items were incorrect, damaged or faulty. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
In the interests of hygiene, we regret that the following items are non-returnable unless faulty; pierced earrings, toiletries, (unless, as some ranges do, they have an unbroken seal – please email us to check which ranges this applies to), and food and beverages.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.
Packaging
As you would expect we try and reuse as much packaging as possible to ensure we have minimal environmental impact. Almost all our orders are sent out in the boxes we received our stock in from our suppliers, and we also reuse many of their packing materials as well as making our own shredded paper for padding. Please carry on this process by recycling any packaging materials you can.
Any Other Questions…
We have tried to keep this customer service page short and to the point, whilst still giving you the information you need to know to successfully make a purchase from Green Tulip.
If we fall short of our promised level of service in any way please don't hesitate to let us know. We are always happy to hear any suggestions on how we can improve - in our small, constantly evolving business changes are easy to make.
Additional information can be found in our terms and conditions, or simply email us on enquiries@greentulip.co.uk if you have any questions.
