Frequently Asked Questions

Green Rewards is a loyalty program offering members the opportunity to spend points earned in their everyday life on green & ecologically considered products, services and experiences.

Green Rewards is more than just an online shopping site. As well as enabling you to go shopping in hundreds of high street chains and leading online retailers – you also earn Green Rewards Points every time you shop with them after clicking through from our website.

We also have our own “Green Shop” featuring hundreds of selected product from leading, specialist “green” suppliers.

The products in this shop are also all offered as rewards in return for your Green Rewards Points.

We’ve commissioned a Sustainability Advisory Panel to review and advise us on the green credentials of all our products. Find out more in About Us.

Green Rewards is the ultimate in sustainable shopping! We are 100% online. That means no paperwork, no petrol needed to visit the shops, plus the added bonus of no plastic card. Just think of how much you’ve saved on your carbon footprint.

Just go onto our registration section, and fill in some simple details. That’s all there is to it!

Once you are registered as a member, every time you shop (paying by card) in either the Green Shop or in The High Street, you will earn Green Rewards Points.

When you log in, you’ll see your current points balance. You can redeem your points for any item in the Green Shop. Every item shows the price in cash and points. You can shop and pay with either, or a combination of both. Easy!

No. If you are a member of that shop's loyalty programme, and they offer points when shopping online, you will earn Green Reward points as well.

Only if the programme belongs to one of our partners - from time to time, we will tell you about these in your membership communications.

Yes. You can do this by supporting a number of charities through our Green Shop.

In The High Street, our partners determine the level of points given for shopping with them.

The level of points earned for each product purchased in the Green Shop is dependent on our negotiations with individual suppliers.

Points are awarded when your purchase has been verified by the retailer and subsequently by the Green Reward team. With some retailers this takes a few days but with others it can take up to 30 days to show on your account. Points can take up to 90 days to become available to spend. If you have any problems please contact us.

There could be a couple of reasons for this:

Cookies

If Cookies are not enabled on your web browser, there is no way for us to see where you are shopping, and we won’t be able to find you to give you your points.

• To find out how to enable Cookies on your browser click here http://www.google.com/cookies.html.

Merchants in the High Street

The merchants in the High Street may lose track of the fact that you came from the Green Rewards website.  Follow these steps to help avoid this:

• Make sure you login to Green Rewards and click on the ‘Shop Now’ button
• Complete your purchase online, all in one go.  The merchant website may lose track of you if you click on another banner advertisement and go beyond their site before you complete your transaction.

No. But we have provided an option of using some cash to reduce the number of points required to redeem our rewards.

Rewards may take up to 21 days to be delivered. If you have not received your reward within 21 days, please contact us and let us know the details.

No. However, in the Green Shop our product prices may vary from similar sites due to promotional pricing activity; however, we endeavour to sell our products at the supplier's recommended retail prices. In The High Street, you are shopping in the retailer’s own site.

Currently we can only deliver to your billing address.

Unfortunately at the moment we only offer delivery to mainland UK addresses, but please check back as we are constantly looking at new ways to expand our delivery and service.

Carbon offsetting is a way to reduce the effect of your carbon dioxide emissions, either as an individual or an organisation. Find out how to redeem your points for carbon offsets in our Green Shop.

Absolutely. The black background utilises a low energy colour palette that has environmental benefits if you have a device that uses CRT, Plasma,or OLED technology. White costs more money!

We would prefer you to first send us an email which we will respond to. If you’d still like to know more, email us a contact phone number and we’ll call you back.

You can only register if you have an address with a UK postcode, we’ll update you here if this changes.

One journey, not two...

All goods purchased from The Green Shop will be directly dispatched from the supplier of the product.
If you purchase from various suppliers, then you will receive a separate delivery from each one. We work this way to reduce the number of road miles each item makes, thus helping to reduce its carbon footprint.

Once you order...

Whether you have paid with points, cash or a combination of the two, you will receive an email confirming your order that will contain contact details for the supplier should there be any problems with the items or delivery.
Whilst most items will be dispatched within 48 hours, please allow up to 14 days* for delivery of your order. You will need your order number from your confirmation email when making a query.

* Some made to order products can take up to 21 days to be delivered. This will be highlighted in the product details.

Shipping costs...

All items purchased using points or a combination of points and cash are delivered FREE.
If you purchase items for cash only, a delivery charge of £2.95 will be added to your shopping basket.
N.B: Only a single charge is made per order irrespective of the number of items ordered for cash only.

Handling charge...

A selection of larger items have a higher delivery cost due to the size and weight and this is added to the order in the form of a handling charge.

It is made clear in the product details if the item attracts a handling charge.

In accordance with the Pre-Budget Report, Green Rewards will be reducing the standard rate of VAT to 15 per cent with effect from 1 December 2008.

Due to the volume of prices that we need to change on the site, the amendments will be happening from Thursday 27th November – Sunday 30th November 2008 in readiness for 1st December effective date.

Charities, books and children’s clothing are already VAT free and so the prices will not change.

We hope that you will be delighted with your purchase, but occasionally there will be cause for returning an item to us.

Returns

Our 7 day money back guarantee means that if for any reason you are unhappy with your purchase or change your mind, you can return it to us in its original condition within 7 days of the date you received the item (subject to it being returned in an unused state, complete with all packaging and components, having taken reasonable care of it).

Once the intention to return has been communicated, we ask that you return the product to us as soon as possible.

We also request that customers obtain proof of postage on all postal returns, as we cannot be held responsible for packages that do not reach us.

All returns must be sent back to Green Rewards or their supply base (dependent on instruction) via a postal system.  We cannot accept goods back in person.

We will refund you the price you paid for that product within 30 days from notice of the intention to return.  We regret that we are unable to refund the postage of unwanted items.

Wrong Item Received

In the unlikely event you receive the wrong item/s please contact us immediately to arrange the return.  We will ask you to cover the cost of postage, sending it back to us, but this will be refunded to you upon receipt.  Postage will not be payable on the item/s being re-issued.

If goods are lost in transit from Green Rewards suppliers to the consumer, following an investigation, we will either send a replacement or offer the consumer a full refund, including delivery charges.

Faulty items

In the unlikely event that we send you a faulty product or the product arrives damaged, please contact us immediately to arrange the return/sending of a replacement/refund.

We will ask you to cover the cost of sending it back to us, but this will be refunded to you. Postage will not be payable on the item/s being re-issued.

If a complete refund is requested, then you will also have the original postage returned to you.

Non-refundable Items

We/our suppliers do not accept returns on charity donations & projects, food or perishable products, lingerie, underwear or earrings for pierced ears, except when the products are faulty.

Products purchased with Points or Cash & Points

Products purchased with points/points & cash are not able to be returned or refunded, unless the product is faulty in which case a replacement will be dispatched.

Returns/Refunds Process

If you find that you need to return a product to us, for any reason, please follow the following procedure:

• Contact Green Rewards on 0203 002 2860 or email: refunds@greenrewards.co.uk to explain the reason for the return
• Please state your order number
• We will send you a returns form (inc. a returns code) to complete and return with the product
• We will advise you of the address to send the product back to and any further details that you need to be aware of.  Some returns will need to be returned to the supplier that dispatched them, others will be returned to Green Rewards
• When returning the product, please ensure you include your Green Rewards returns form (with order number and return code details) in the parcel and keep the sales receipt/dispatch note or other documents as proof of purchase
• Goods must be returned by you, the consumer, at your expense and should be adequately insured during the return journey.  If the product is faulty/issued incorrectly the return postage cost will be refunded to you
• We ask that customers obtain a proof of postage or request a signature on all postal returns as we cannot be held responsible for packages that do not reach us
• In the case of faulty/incorrectly issued merchandise, please include a copy of the postal charge receipt/detail in order to refund this cost.

We will make the refund directly to the credit/debit card used to place the original order within 30 days of the returns notice.

If the customer fails to return the Goods following cancellation, Green Rewards shall be entitled to deduct the cost of recovering the Goods from the customer.

Larger items may need to be collected from the customer. Should this be the case Green Rewards will liaise with the Supplier concerned and organise the collection.

Electric bikes & Scooters

There is a 7 day cooling off period following purchase of an electric bike or scooter. We advise you to test drive the vehicle at Electrip. If the vehicle is not suitable, Electrip and Green Rewards must be informed in order to process the refund. Once the vehicle registration process has begun at the DVLA, we are unable to process a refund.

There are a number of different vouchers available in the market. If a particular voucher has not been issued by Green Rewards, we refer to these vouchers as third party vouchers. You can currently redeem Capital Bonds and Say Shopping Pass in the ‘Green Shop’.

If my purchase is more than the value of my third party voucher can I add another form of payment?

Yes, you can part pay with your third party voucher. When making your purchase you will be prompted to pay the difference between the price in your cart and the value of your third party voucher. You can pay the difference by credit or debit card.

If my purchase is less than the value of my third party voucher, will I receive any change?

Green Rewards are unable to give change from payments made with third party vouchers.

What is the ordering processing when I pay or part pay using a third party voucher?

 To place an order using a third part voucher, please follow the steps below:

Step 1:
Decide which product(s) you would like to order from our website.

Step 2:
When in the checkout simply select your bond type from the drop down, enter the bond amount and then enter the 12 digit code printed on the front of your voucher. Enter one voucher at a time. If you wish to redeem more than one voucher, repeat the process after clicking on the ‘ADD’ button.

Step 3:
Send your name, email address, order number, email address and vouchers to Green Rewards, 91 Waterloo Road, London SE1 8RT

Step 4:
You should check the confirmation email thoroughly to ensure your order and voucher details are correct.

Will I receive Green Rewards points for my purchases using a third party voucher?

Yes, Green Reward points will be awarded on all purchases within ‘The Green Shop’ including those bought with third party vouchers.

What communications will I receive during the order process?

Once an order is placed using a third party voucher we will send you an email confirmation of your order.  A further email will be sent to your confirming our receipt of your vouchers. Goods will not be dispatched until payment has been received in full and your vouchers have been verified by the third party voucher provider. 

How should I send in my third party voucher/s to Green Rewards?

In order to offer the best service possible, we recommend that you send the voucher using a recorded mail service. Green Rewards cannot be held responsible for any loss that may occur before we receive your vouchers.

Who should I contact if I have a query regarding vouchers?

Please email our customer services at info@greenrewards.co.uk.  We will respond to your query within 48 hours of receipt.

• Most have an expiry date, please check.
  

• Please check the code and try again

• If you have a voucher awarding you Green Rewards points the code needs to be entered in the Redeem Promotional Code area in 'My Account'
• Money off, free gifts vouchers or other promotional vouchers should be entered at 'Checkout'
  

FREE English Heritage Entry Voucher (worth £12.50) when you make any purchase in The Green Shop

• Offer starts on 6th March 2009 at 12.00h and continues whilst stocks last.
• The free voucher is only available on cash transactions only, not on points or points & cash transactions.
  
• Quote TWITTER in the promotional code section at checkout to select this offer and the voucher will be added to your basket..
  
• This offer is limited to one free English Heritage Entry Voucher per customer.
• The voucher entitles the bearer to one single entry to a selected English Heritage venue for 1 person.  The selection of venues where the voucher can be redeemed can be seen at www.english-heritage.org.uk/vouchers.
• The offer is limited to the first 6 customers who spend in The Green Shop from 6th March 2009 12.00h. 
• The voucher is valid for use until 31/03/2009.

English Heritage terms and conditions apply to this offer: 

• This offer is valid at all properties managed directly by English Heritage and entitles the bearer to one complimentary admission (no other purchase necessary).
• Not valid in conjunction with guided tours, annual membership, family tickets, overseas visitor pass, any other discount or special offer. Not valid at Lulworth Castle in Dorset or York Bunker in Yorkshire.
• Offer valid until 31/03/2009 excluding event days. To avoid disappointment, please contact the site before you set out.
• This voucher must be redeemed and surrendered upon entry and allows only one complimentary admission per voucher. Damaged or photocopied vouchers will not be accepted, the promoter accepts no liability for lost or stolen vouchers. Not redeemable for cash.
• Some sites close or operate reduced hours during winter, for details and opening times of all participating properties, visit www.english-heritage.org.uk/vouchers or call 0870 333 1181.

10% off Selected Fairtrade products

• Offer valid on all products in the Fairtrade Fortnight category only.
  
• Offer valid from 19th February 2009 - 8th March 2009
• Offer valid on sterling/cash transactions only.  Points or points + cash transactions are not subject to this discount.
  
• Discount taken off order total at checkout by the quoting the code FAIRTRADE
• The discount applies to products only and does not include the P&P or handling charges.
• The Green Reward points earned on any discounted product will also be reduced by the amount of discount given, in this case 10%.
  

10% off Green Gadgets & Technology Category with iGizmo

• Offer valid on all products in the Green Gadgets & Technology category only.
  
• Offer valid from 24th February 2009 - 16th March 2009
• Offer valid on sterling/cash transactions only.  Points or points + cash transactions are not subject to this discount.
  
• Discount taken off order total at checkout by the quoting the code iGIZMO22
• The discount applies to products only and does not include the P&P or handling charges.
• The Green Reward points earned on any discounted product will also be reduced by the amount of discount given, in this case 10%.

10% discount when you spend £35 in The Green Shop

• Offer valid on all products in The Green Shop
  
• Offer valid from 24th February 2009 - 19th April 2009
• Offer valid on sterling/cash transactions only.  Points or points + cash transactions are not subject to this discount.
  
• Discount taken off order total at checkout by the quoting the code you have been given.
  
• The discount applies to products only and does not include the P&P or handling charges.
• The Green Reward points earned on any discounted product will also be reduced by the amount of discount given, in this case 10%.

10% discount on any spend the Green Health & Beauty Category of The Green Shop

• Offer valid on all products in the Green Health & Beauty Category only.
  
• Offer valid from 6th March 2009 - 18th March 2009
• Offer valid on sterling/cash transactions only.  Points or points + cash transactions are not subject to this discount.
  
• Discount taken off order total at checkout by the quoting the code HEALTH10
  
• The discount applies to products only and does not include the P&P or handling charges.
• The Green Reward points earned on any discounted product will also be reduced by the amount of discount given, in this case 10%.

When you join Green Rewards between 12th March 2009 - 17th March 2009 we'll send you two email links that will each give you a free days out voucher .

See here for a list of places you can redeem your vouchers.

• Offer limited to two fun days out vouchers per account
• Offer only open to new members
• Offer whilst stocks last
• Green Rewards reserves the right to amend or stop the promotion at any time.