Also in this section: Standard Product Returns - Refunds and Store Credit- Faulty orders - International Returns
Standard Product Returns
If you change your mind about an off the shelf, non-customised item, we offer a very simple no quibble returns policy. Please check the guidelines below and then simply post the item back to us with RETURNS and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #100000111'
Please post all returns to our distribution office;
c/o Green Snow Online Ltd
Mortimers Industrial Estate
Please, just make sure;
- They are returned to us within 30 days of you receiving your order.
- They are returned to us in perfect condition.
- The packaging must be intact as we would love to sell the item again
Please make sure the item is not visibly worn, damaged, marked in any way with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem renders the item unsaleable. The customer is responsible for the item returning to us, please make sure you take adequate steps to ensure the security of the contents during transit back, we cannot be held responsible for exchange or refund if reasonable steps are not taken. All items must be returned with all relevant swing tags, labelling, branding and any accompanying marketing material specific to the item. Occasionally we may offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.
The items must be in their original condition and will be inspected once we have received them. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
We recommend using EVRI for returns as they offer a very low-cost trackable service with most items costing under £3.00 and even cheaper if you use one of their 3000 drop-off shops across the UK. We are sorry but no postage costs will be refunded unless an item is faulty.
If you'd like to return outside of the 30-day timeframe or if your return does not meet the criteria outline above, please contact us and we'll do our best to assist.
Refunds and Store Credit
When you return an item you will get a refund to original payment method ie, card, paypal account etc (please be aware this can take up to 5 days depending on your bank).
If you wish to change the size or colour of a product, simply place a fresh order for what you need, whilst also returning the item you have bought for a full refund. Please refer to our returns instructions on how to return your item.
If you believe your order to be faulty you may be entitled to a replacement or full refund providing that:
You contact us within 7 days of receiving your order.
If requested, they are returned to us (initially at your cost) within 30 days of receiving your request to return the faulty item. We recommend using My Hermes Tracked.
Return postage costs will then be reimbursed to the equivalent My Hermes charges, however orders over £100 we would also recommend a tracked service.
If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.
If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order. We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number ASAP.
If you have already received your order, you will need to return all the items in the order.
All international customers are responsible for the costs in sending items back to us.
Please note, it is important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly.
We do not offer exchanges to international customers. If you wish to change an item, you will have to return the item(s) back to us for a refund and place a new order.