Ordering Information
How do I use this website to make a purchase?
Can I place an order by phone?
Are there any kinds of discounts available?
How do I pay for my purchases, and are my credit card details secure?
Who do I make my cheque/postal order payable to?
How much will it cost to deliver my order?
Can I get my order delivered to an address different to my billing address?
Do you deliver to countries outside of the UK?
What do I do if I have a problem with my order, or if it doesn't arrive?
How do I know your product descriptions are accurate?
Wishlists
What is the 'Wishlist' used for, and how do I use it?
I've forgotten my password - what do I do?
Newsletters
How do I unsubscribe from your newsletter?
How do I use this website to make a purchase?
Selecting items to purchase is very easy. Simply browse our site, view the details of any items you would like to buy, then click on 'Add to Basket' to add the item to your shopping basket. The contents of your basket are always displayed in the left hand column. You may view your shopping basket details at any time by clicking the 'Your Basket' button at the top of the page. Viewing your basket also enables you to adjust quantities or remove an item.
When you have everything you wish to purchase in your basket, click the 'View Checkout' button at the top of the page. You have the option of logging in (if you already have an account), creating an account, or to order without creating an account. Creating an account provides you with extra facilities, such as order tracking and the ability to create a wishlist, plus you won't need to enter your address details each time you order.
Select the account option you prefer, then enter your details on the forms as they appear. You may pay for your purchases online using your credit or debit card via our secure online checkout provided by Protx, or by sending us a cheque or postal order (details for this method are sent with your order confirmation email).
Final confirmation that you wish to place your order occurs when you click 'Submit Order to Us'. Up to that point, exiting the website or checkout procedure will stop the order process. If you've elected to pay online via credit or debit card, you'll now be forwarded to the secure Protx website to enter your card details.
Once you've placed your order, you will receive a confirmation email with your order details, and instructions should you wish to cancel it.
Can I place an order by phone?
Yes! Please telephone us on 020 8330 9033.
Are there any kinds of discounts available?
Not at the moment.
How do I pay for my purchases?
Payment can be made either online using your credit or debit card via our secure checkout (provided by Protx), or via the mail by cheque or postal order.
Please note we are not liable for any charges levied by your bank/card issuer for any reason.
Who do I make my cheque/postal order payable to?
Please make your cheque/postal order payable HOW GREEN IS YOUR HOME. Please also write your order number on the reverse of the cheque or postal order.
How much will it cost to deliver my order?
Orders weighing under 5Kg are charged at a flat rate of £4.95 per order. Orders weighing over 5Kg are charged £9.95 per order.When will I receive my order?
Orders are normally dispatched via Royal Mail, and should be received within 72 hours of ordering. Please contact us if you have not received your order after this time.If you pay by cheque please allow a further 4 working days, as it must show as cleared in our bank account before dispatch.
We cannot be held responsible for delays in delivery caused by external couriers.
Can I get my order delivered to an address different to my billing address?
We don't allow orders to be sent to a different address to reduce the risk of Credit Card fraud.
Do you deliver to my country?
At present, we deliver to the United Kingdom only.
What do I do if I have a problem with my order?
We hope you will be happy with your purchase. However, we promise you that if you are not 100% happy with any item you have purchased from us, simply notify us in writing (via email is fine) within 14 working days of receipt, take reasonable care of the item and return it in its original packaging (if possible), for a full refund to be paid within 30 days.
To make a claim in respect of goods damaged in transit or not received, you must contact us regarding your claim via post or email not later than 14 days from the date we confirm goods have been dispatched to you. Once this period has passed, all liability for goods passes to you, the customer, and we will not accept any liability for such claims.
If we have sent goods in error, they remain our property. Please notify us for return instructions.
If you are unhappy with our products or any part of our service, we would like to know! We will respond to complaints about any product or service we supply within 5 working days.
How do I contact you?
We can be contacted via our online form (click here for our online form), via telephone on 020 8330 9033, or via post at the following address:
How Green is Your Home?
10 Hazel Bank,
Tolworth,
Surrey,
United Kingdom,
KT5 9RH.
Can I collect my order?
Orders can be collected by arrangement only. Please contact us if you wish to collect your order in person.
How do I know your product descriptions are accurate?
We always make every effort to display accurate product descriptions and pricing at all times. However, mistakes can happen (hopefully rarely!), and How Green is Your Home? reserve the right to refuse the sale of mis-described or mis-priced products. This does not affect your statutory rights as a consumer.
What is the 'Wishlist' used for, and how do I use it?
A wishlist is a convenient way for you to save a reminder of an item you would like to purchase later.
You can add an item to your wishlist by clicking the 'Add to Wishlist' button for any item that interests you. The 'Add to Wishlist' button appears next to the 'Add to Basket' button under the product information.
You can view your wishlist at any time by clicking the 'Wishlist' button in the bottom menu bar while you are logged in to your account.
You can move wishlist items to your basket by clicking the 'Add to Basket' link on the right of the wishlist entry.To delete an item from your wishlist, click the 'Remove' link on the right of the wishlist entry. You can also update the quantity of an item in your wishlist by changing the appropriate quantity field, and then clicking 'Update Wish List'. Comments can be added for your personal use by completing the appropriate 'Add a Comment' field, and then clicking 'Update Wish List'.
You can email your Wishlist to other people by viewing your Wishlist, then entering their email addresses in the 'Send Wishlist To Your Friends' box (separated by a comma), then clicking the 'Send Email' button.
I've forgotten my password - what do I do?
If you've forgotten your password you'll need to get a new one sent to you.
To do this, click the 'Forgotten Password' link in the left hand bar under 'Customer Login'. Enter the email address you used when registered for your account in the box provided and click 'Send a New Password'. You will receive a new password via email, which you can change to something more memorable once you have logged in.
How do I unsubscribe from your newsletter?
Click the unsubscribe link in any newsletter you have received from us, or the link in the email sent to you when you signed up to receive our newsletter. If you are unable to find either of these, please email us using the email address you signed up with.