How long will my order take?
Orders are normally sent out on the same day or next working day. We hold stock of all the items we sell, but we do occasionally run short of stock. In these circumstances there is sometimes a delay while we await our next delivery. If there is a possibility of an extended delay we will always try to inform you by email so that you can chose to wait or change/cancel your order.
What is your delivery charge for the UK?
We have standard, flat rate delivery charge for delivery to a UK address of £3.25. This is even on heavy and bulky orders, so if you order more, you still pay the same low delivery price! This is automatically added to your order on the shopping cart when you select “Delivery to UK” so that you can see exactly what you will be paying.
Do you ship overseas?
We happily ship to most countries, although there are a number of products that we cannot post outside of the UK due to restrictions that are in place on the postal services that we use. These products are marked with “UK Only Shipping”
Delivery to Europe is charged at a flat rate of £9.45 and to the rest of the World at £10.95, regardless of the size of your order. The shopping cart will automatically add this delivery charge to your order when you select the appropriate delivery option.
For further information about ordering from your country please click on the link for your country in the list below:
Rest of World
What delivery service do you use?
For smaller UK orders we generally use 1st Class post. Parcels are also sometimes sent using the Royal Mail Recorded Delivery service or, in the case of larger parcels, by courier. All international parcels are sent on services that require a signature and offer online tracking in case your order goes astray.
What happens if I am not at home when the parcel is delivered?
Please ensure that the delivery address you have given is one where there is usually somebody available to accept the package. If the Post Office/courier is unable to deliver on the first attempt, they will leave a card so that you are able to collect the package directly from your local sorting office/depot.
How will my order be packed?
We try to use as much recycled packaging as possible. We may use cartons/boxes or jiffy bags depending on what is appropriate for the order and what is currently available. However your item is packed it will always be sent with sufficient packaging to reach you safely.
What payment methods do you accept?
Payment can be made with any of the following major credit/debit cards:- Visa, Visa Debit, MasterCard & Maestro. In addition, we accept payment by Apple Pay, Google Pay and PayPal. If you prefer to order by post we are happy to take payment by cheque or postal order, in UK pounds sterling, too.
Can I order over the telephone?
Absolutely! Please call and speak to us on 01283 769898 with your order and payment details. If nobody is available to take your call, please just leave a message and we will call you back.
Is your website secure?
Yes! Ordering through our shopping cart is very secure. You will see the padlock symbol on the browser bar (browser depending) to assure you that you are on a secure website and that all data is being encrypted for your security. Your credit card details are collected securely and then processed by Stripe. At no point to we, or any other party have access to your payment details.
What is your returns policy?
If you are unhappy with your order, you may return it to us for a refund. Return postage is the responsibility of the customer and returns can only be accepted with prior authorisation. All returned items must be sent insured with proof of posting. In the event of an order being sent incorrectly, we will happily and immediately exchange the item for you without charge and refund any postage costs involved in sending the wrong item back. All returned goods must be returned complete and undamaged.
In circumstances where we are not at fault for a return, i.e. you changed your mind about the order, then we may still give authorisation for the return. Please contact us before returning any items. As above, all returned goods must be complete and undamaged. This does not affect your statutory rights.
What happens if an item arrives damaged?
We go to great lengths to ensure that everything is very well packaged when it leaves our premises and we take great care shipping your order to you. Nevertheless, damage can very occasionally occur in transit. We take pride in offering a first class customer service and will happily replace damaged items free of charge, but the damaged item must be received back first in order to make a claim from the delivery company. Once you have contacted us to let us know that there is a problem with your order we will give you the details for returning the item to us and as soon as it is received back and found to be damaged we will replace it for you and refund any return postage to your payment card.
What if I want to cancel my order?
Simply let us know by email and, providing your order has not yet been sent out, we will cancel your order immediately.
What if I have a complaint?
Shop Vegan (Green Valley Trading Co.) is committed to providing not only the highest quality products, but also the very best in customer service. If you are unhappy with either the products or the service you have received from us, please contact us by emailing or telephoning 01283 769898 within 7 days of receiving your order. Your queries will be acknowledged usually the same day – if not the next business day and if it is not possible to resolve your query immediately, you will be informed of the timescale anticipated to solve the problem.
Quality of customer service is our absolute top priority and all queries will be answered efficiently. You will be kept fully informed of the progress of your query via email and telephone.