The Greenhouse Effect – Frequently Asked Questions

We have compiled the following FAQ from our most frequently asked questions in-store and online.

General

Mon-Fri 9am-5.30pm, Sat 9am-5pm, Sun 10am-3pm

We are 5 minutes from both junctions 13 and 14 off the M1.

We have a large warehouse on the Kingston Industrial Estate – just down the road from the large Tesco’s and Costco – Unit 12 Torc MK, Chippenham Drive, Kingston MK10 0BZ – what 3 words ///maker.taken.moves

Although we don’t have a specific click and collect service on the web, we are more than happy to take your order in advance either via the phone or email your order to customerservice@ghedirect.co.uk. We will get it ready for you and you can pick up at a time that suits you.

With the banks introducing new levels of security for card payments, we can take a payment over the phone only if we process it via our website. We are happy to place your order for you on our site, please bear with us as we go through the web order process on our screens.

All payments are made via a secure online portal, we do not hold any of your card data.

Please always give us a call if you can’t find what you need, many products may not be a stock item but can be sourced for you within 24 hours.

Whilst our prices are set competitively, if you can demonstrate a cheaper price for the exact product advertised online, we will always look to see if we can match it. As the saying goes, if you don’t ask, you don’t get!

Yes, if using a credit/debit card, bank transfer or pay via Paypal – we offer the same deal for our customers in store that we do online – pay electronically and receive 10% discount ☺

Our customer service team are available Mon-Fri 9am-5.30pm and aim to reply to all emails within 24 hours.

At the weekend we always do our best to monitor the email but cannot guarantee that we can respond or resolve your issue at that time.

Our team will always respond on the Monday.

Word of Mouth is the best form of advertising and these days’ people look to review sites for customer feedback. Please feel free to leave us a review on google or trust pilot if you have been happy with the service you have received.

If you have placed an order with us, you will receive an email from us within the week of ordering requesting a review. We greatly appreciate all feedback given.

Payment

We accept all major credit and debit cards including Amex. Pay on a card in store and enjoy the same 10% discount we offer online.

We also accept payments via Paypal – you can pay through your account, with your card via Paypal or even use Paypal Credit to buy now, pay later. Via bank transfer – place your order on our site, then pay into our account direct via your banking app.

All our payments are placed via a secure payment portal, either Payment Sense or Paypal.

Please check your bank or Paypal account to see if the money has been debited before placing the order for a second time. If the money has been taken but you did not receive your confirmation, please contact us and we will check our payment portals to confirm whether the payment went through and then confirm the order our end. If for any reason a double payment is made we will always refund the duplicate order ASAP.

Refunds are actioned immediately our end but can take up to 10 working days depending on your bank to feed through the banking system. We have no ability to speed this up or influence how quickly your bank takes to process the refund back in to your account.

Delivery

Unfortunately we have to charge a heavy goods surcharge on certain individual items if they are either very heavy or very bulky/awkward. The item will have a heavy goods surcharge notice on the product page to alert you. All our surcharge rates can be found in point 4.4 of our T’s&C’s. Please call us if you feel the surcharge is excessive and we will review the weights/ charges to see if we can reduce them.

There are regional surcharges for certain parts of the UK- Scottish Highlands and Islands, Northern Ireland, Isle of Wight, Channel Islands, Scilly Isles and Isle of Man. This is a surcharge placed on by the courier company and is calculated at checkout once your address has been inputted. Some of these regional areas only offer a 2-3 day service.

We only offer the one next day service on our website as we have found the courier company – APC to be the best at offering the widest range of services (packs, parcels, liquids, oversized, heavy items). Should you have a specific request for us to use a different courier, please contact us direct, we can then get a delivery quote specific to your order.

As a business we are committed to reducing our waste and recycling as much packaging as possible. Your delivery may come in a recycled box, with recycled packaging, however we will ensure that the box is discrete and that there is no indication of the products inside, or our shop name visible.

All of our deliveries placed Mon-Thurs before 3pm are placed on a next working day tracked service, where applicable. We also offer Saturday delivery at no extra charge for our Friday before 3pm orders, although we cannot guarantee all areas of the courier network can achieve this.

to reducing our waste and recycling as much packaging as possible. Your delivery may come in a recycled box, with recycled packaging, however we will ensure that the box is discrete and that there is no indication of the products inside, or our shop name visible.

Once your order has been dispatched from our premises you will receive an email notification from APC to confirm your order has been accepted and providing you with a link to track your parcel. You will then receive the next morning a text notification with an estimated delivery window time for your parcel to be delivered.

Unless you leave special instructions to leave your parcel safe somewhere/with a neighbor, as prompted on our order page, all our parcels are sent out with a “do not leave with neighbor” instruction. APC are not permitted to leave a parcel unless instructed to do so by the sender.

If you missed your delivery, either a physical or electronic card should have been left with instructions on how to rearrange a new delivery time. Having a problem? Give us a call and we will rearrange for you.

Please call us so we can change the delivery instructions for you – APC are only permitted to leave a parcel if instructed to do so by the sender.

Returns/Changes:

As long as your order has not left the building to be shipped we are happy to make changes. Please call or email customerservice@ghedirect.co.uk and we will action ASAP.

If your order is still within the building we can cancel with immediate effect and refund the total cost of your order including any delivery charge.

We also offer a full refund or exchange of any product purchased and sent within 30 days as long as it’s unopened and in its original condition and packaging. You will be responsible for the cost of returning the product to us. If a complete order is returned, we will deduct the cost of postage incurred to send the original order from your refund.

In the first instance please fill in our returns form, we will then contact you with your next steps.

A high level of attention is taken to ensure all goods are packaged as carefully as possible to ensure no breakages. However, we advise you to check your order for any damages upon arrival. All notifications of damage must be made within 3 days of receipt of goods.

In the first instance please fill in our returns form, we will then contact you with your next steps.

In the first instance please fill in our returns form, we will then contact you with your next steps. There are some checks we may be able to do over the phone with you.

If the product has been purchased within 30 days of the fault appearing and we require the product back, we will arrange collection of the faulty product. If faulty we will replace the item at no charge.

If the fault developed over 30 days of purchase, but within the warranty period, we will liaise with the manufacturer for you and advise you as to the returns process as required.

Should the returned product be found to be in full working order it will be returned to you and we reserve the right to charge an administration fee of 10% on the price paid for the product as well as any carriage costs incurred.

A human picked your order and very occasionally even we can make a mistake. We will arrange collection of the incorrect product (where cost effective) and send out correct goods as soon as we can confirm that the incorrect goods have been sent back.

In the first instance please fill in our returns form, we will then contact you with your next steps.