faqs

When one of our products is out of stock, you may still have the option to order it. If you choose to order it, your item will go into our back-order system. If you don't have the option to order, it's because the item has been discontinued and we can't restock it, apologies. Depending on the nature of your order and the other items you've ordered, we may need to hold your whole order until everything is in stock, and then dispatch everything together. If you are ordering items that you need urgently, then please don't order out of stock items. f you would like to check the re-stocking date on any of our items, please contact us or call us on 01803 868001 as re-stocking times can vary from 1 week to 3 months.

Yes, you can call us on 01803 868001 and we’ll be happy to take your order over the phone. If you’re ordering from our catalogue please be aware that we no longer supply paper catalogues, and our last one was produced in 2017 and there have been changes to products, prices and details. We're here to take your call from Monday - Friday, from 9am til 5pm, except Wednesday when we close at 12:30. We're usually closed over bank holidays too.

If your payment fails, or you choose to pay by bank transfer, then your order goes into a pending status. You can either make payment via bank transfer, or contact us to pay over the phone with a credit or debit card. After 7 days, pending orders are deleted, so if you'd like your order please make payment within 7 days to avoid this happening. If you no longer want the order, then just let us know or leave it as it is and we'll delete it. Please be aware, items are not reserved when they are in a pending order, and if stocks are low then items can sell out and they may not be available when you come to pay for them.

Some discount codes require you to be signed in to your account on our website. This includes our welcome discount offer that you receive for subscribing to our mailing list. To sign in, click the ‘account’ button at the top right of the Greenfibres home page and enter your email and password. If you’ve not set up an account with us, then you can do that by also clicking on the ‘account’ button and following the options. Most of our discount codes have an expiry date, so please check that too. Many of our discount codes are for specific products or product ranges so please check you're using the code for products that are included. If you’ve checked the above and it’s still not working, then please let us know before placing your order, and we’ll be happy to help.  Please be aware that once you've paid for your order, we can't retrospectively apply a discount code, so please get in touch with us to get things sorted before paying for your order.

Our web site takes payment from all major credit and debit cards, Paypal, Google Pay and Apple Pay. You can also choose to pay by bank transfer. If you prefer to order the phone, then we can take card payments over the phone too.

If you’re not in when your delivery arrives, you can nominate a safe place where the courier can leave your delivery. If not, the courier will either deliver to a neighbour or return to their depot to re-deliver. They will leave you a card letting you know where your delivery is.

Of course! Very occasionally deliveries can go awry, and we're happy to help. If you’ve not received your order when you expected to, then please get in touch with us and we can help out.

Absolutely. We’re based in Totnes, so if you live nearby or are visiting, then you can check the ‘collection’ option at the checkout. It can take us 2-3 days to process your order, and we’ll let you know when it’s ready for collection - so please don't head over until you've heard from us. Our address for collection is 1 Malt Mill, Totnes, Devon TQ9 5NH

Absolutely! Shipping times and prices vary depending on where you’re located and you’ll be shown delivery prices and options at the checkout. When you order from outside of the UK, you’ll pay VAT (tax) free prices at our checkout - this is approx 20% less for a lot of items, although can vary depending on the type of product. Please be aware that you may need to pay import tax or duties when your order arrives in your country. Your local courier will contact you to make payment, or require payment on delivery. Please make sure you give us a current email address when ordering so they can contact you. We don't currently ship mattresses outside of the UK, and some of our liquid/cleaning products we can't ship internationally due to restrictions.

Standard delivery in the UK (mainland) is 3-4 days, and is free on orders over £80, and £4.50 for orders less than £80. Express shipping in the UK (mainland) is £10.50 and if you order before 11am, we’ll ship the same day on a next-day delivery, if you order after 11am we’ll ship the next business day. We make our mattresses to order, and they take 6-8 weeks to make, mattress delivery is £55 For deliveries to Highlands & Islands, Northern Ireland and Channel Islands, parcels up to 5kg are £4.99, over 5kg £19.90 and free over £180.

We accept returns for any reason within 30 days of delivery, provided they’re unworn, unused and unwashed, and any original packaging/tags still attached* We reserve the right to refuse to refund any items that don’t meet this criteria. Once we receive your item, we’ll refund you back the way you paid. You’ll need to cover the cost of the return shipping. You may want to opt for a tracked delivery service or obtain proof of posting so you can follow up with the Post Office or your courier if it doesn't reach us, because if we don't receive your return, we can't refund you. If you want to return a heavy item (including all our mattresses) then we charge an £80 return fee to cover the courier costs. *we don't accept returns on these items unless faulty: underwear (including knickers, briefs, boxers, trunks, long johns) tights, skincare products or cleaning products.

Unless they're faulty, we don't accept returns on underwear - including knickers, briefs, boxers, and long johns - tights, skincare products, cleaning products and custom items.

Fill out the returns card included in your order - it’s really helpful to let us know the reason you’re returning as it helps us to improve our service to you and our other customers. Include the card in your returns parcel and send it to us at: Returns, Greenfibres, 1 Malt Mill, Totnes, Devon TQ9 5NH If you've mislaid the card, then please put a note in with your return with your contact details and order number so that we can match it up to you. You'll need to return the items to us within 30 days of receiving them. You’ll need to cover the cost of sending back your return, unless the item is faulty (see our faulty items questions). If you want to return a mattress, we can arrange a courier collection for £80. Once we receive the return we’ll refund you the same way you paid, e.g. if you paid with a card, we’ll refund you back to the same bank card. You may want to send your returns with a tracked service so you can follow up with your courier if it doesn't reach us, as we can’t refund you if we don’t receive the return.

We will complete your return within 10 days of receiving the item, and you’ll get an email from us confirming this. Once we’ve sent the refund, refunds to Paypal are usually instant, and you’ll get a notification from Paypal when this has happened, refunds to debit and credit cards can take a few days, depending on your bank.

Please get in touch with us within 14 days of receiving your order, and let us know what was missing and we’ll send out the missing product to you.

If you’ve received an incorrect item e.g. the wrong size, then please let us know within 14 days of receiving your order, and we’ll arrange to send out the correct size. If we need you to return the incorrect item, we’ll cover the cost return postage.

If your item arrived damaged or is in any way faulty, please let us know within 14 days of receiving it.  We'll need to know your order number (from your delivery note) the fault/damage and preferably a photo of the product. If the item is out of stock, we’ll offer a refund or if you’re happy to wait, we’ll send out the replacement as soon as we can. If we need you to return the faulty item then we’ll cover the cost of the return postage.

We use a few different suppliers of underwear, so if you want to check a specific product, then please get in touch with us. In general, our underwear that has elastic waistbands do contain latex within the elastic. However, for most underwear the elastic is completely encased in the organic cotton fabric, so only the organic cotton touches your skin. Some of our underwear has eye holes where you can remove the elastic from them, and replace with a drawstring. We aim to make all this clear on our individual products but if you would like to check anything out in further detail, then please let us know.

Yes - Greenfibres is certified to GOTS (Global Organic Textile Standard), and the certification process is carried out by the Soil Association. This means that all the products we have made just for us - including our towels, bed linen and mattresses are covered by our certification. It means that everyone in our supply chain is also GOTS certified, which covers environmental and ethical criteria. We also stock products that are made by other people that are also certified to GOTS or in the case of skincare, to COSMOS, and this is noted on all the products we stock. For some items, it’s not yet possible to gain certification, so we note this on the product info too.

Yes - we offer wholesale discounts for commercial customers (minimum order levels required) across many of our products. Please get in touch with us through our wholesale contact form or email us at hello@greenfibres.com