Green Cross Toad FAQ'
Q. Can I collect goods instore? / Can I visit the shop?
A. No, we are online only.
Q. Is it safe to shop online at The Green Cross Toad?
A. We’ve taken every possible step to make our site as secure as possible for your peace of mind. Rest assured that we take the security of your personal data very seriously.
Q. Who can help me with a technical query?
A. If you have any problems using the site then please contact us at firstname.lastname@example.org and we will do our best to help. We can always refer any complex issues to the guys who deal with the technical side of the site.
Q. I need further information on the product before I buy, what should I do?
A. Please contact us at email@example.com for more details on any of our range of products.
Q. Do you take wholesale orders?
A. We are always happy to speak to buyers who are interested in receiving a bulk order discount, contact us at firstname.lastname@example.org for further details.
Q. I forgot to use my Discount Code what can I do?
A. Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.
Q. What happens if there’s no-one in when my signed for parcel is delivered?
A. The carrier will leave a notice advising where you can collect your package or when they will attempt to re-deliver.
Q. Can I have my order delivered to an address other than my home address, such as work or a friend’s?
A. Yes, you can ask for your order to be delivered to an address that is different to your home address. When you go through the checkout process you will be asked to quote the billing address of the card or account you are using for the payment and then you will be asked to specify a delivery address if it is different from the billing address.
Q. My order is a gift for someone else. Can I add a message to it?
A. We normally add a packing slip to each delivery package that will show your name, address and cost of goods. If the items are a special gift then let us know in advance so we can remove the packing slip and add your message or greeting.
Q. Are there any areas of the UK you can’t deliver to?
A. As well as the UK mainland, we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses.
Q. I live outside the UK but within the EU, can I still purchase?
A. Yes, but please bear in mind that if you place an order for delivery outside the UK mainland you should allow a little longer for it to arrive.
Q. I live outside the EU, can I still purchase?
A. Yes, but please allow a little longer for it to arrive and be aware that your governments customs and revenues agency may charge you an import surcharge based on the value of the order.
Q. My order has been dispatched yet I have not received it, what should I do?
A. Although Royal Mail 2nd Class Service should reach you in 2-3 days sometimes things don't go exactly as planned, so please allow 7 working days for delivery, especially at busy times such as Christmas. If you have any queries about your order please contact us at email@example.com
Q. What is your returns policy?
A. We want you to be 100% satisfied with your purchase. Please note that gemstones are a natural material, and therefore colours and patterns vary. This gives them their uniqueness and no two of the products are exactly the same. If however, you are not 100% satisfied with the product, you may return part or whole of your order for refund at any time up to 30 days after the day of delivery provided it is in fully re-saleable condition. You must ensure that the goods are packaged adequately to protect against damage. The returned item is your responsibility until it reaches us, so it is advised that you obtain proof of posting from the Royal Mail.
To do this, please contact us quoting your name, date of purchase, order reference and the product you wish to return. You do not have to give any reasons for cancellation. However, a brief explanation will help us to improve the service we offer to you and other customers in the future.
Our Hassle Free returns policy does not apply to the following goods, which are exempt from the right to cancel: Pierced earrings are non-returnable, non-refundable for hygiene reasons.
Q. I want to cancel my order?
A. You may cancel your Order at any time prior to dispatch. Please send us a message to firstname.lastname@example.org or call us at 08445611680. If you cancel after the goods are dispatched, you must return the goods to us, within 30 days of delivery, at your own expense in fully re-saleable condition. You must ensure that the goods are packaged adequately to protect against damage.
The returned item is your responsibility until it reaches us, so it is advised that you obtain proof of posting from the Royal Mail. This cancellation policy does not affect your legal rights - for example, if the goods are faulty or misrepresented.
Q. I have received faulty/damaged goods?
A. In the event that there is a problem with the goods, please contact us. We will deal with the matter in accordance with your legal rights. Call or email us at email@example.com quoting your order number, your name and address and details of the product. We will then advise on how to proceed.
Q. I received the wrong item?
A. In the unlikely event that the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and description of the item that you did receive. You can choose a refund or a replacement and can keep the item that we sent by error.