Terms and Conditions

To see our competition terms and conditions, click here. 

1.0 Our Terms and Conditions were created on 1 January 2021 and were last updated on 30 September 2022.

2.0 Company Details

2.1 Green Heart Collective is a limited company registered with Companies House in England. Our company registration number is 12349941

2.2 The company’s registered address is:

Green Heart Collective
4 Perth Court
Eleventh Ave North
Team Valley Trading Estate
Gateshead, NE11 0NJ

2.3 Contact details:

Email: info@greenheartcollective.uk

Phone: 0191 491 4232

These Terms and Conditions are provided to make your shopping experience secure, fair and protected. When you choose to place an order with us, you are bound by these T&Cs.

It’s therefore important that you read these T&Cs carefully before you confirm your order with us. If you’re unsure about anything, then email us at info@greenheartcollective.uk before proceeding.

You can contact us by calling 0191 491 4232 between 9am and 5pm Monday to Friday or emailing info@greenheartcollective.uk. If we need to contact you, we will use the email address or phone number provided by you when placing an order.

4.0 The contract between us

4.1 Your order is an offer to Green Heart Collective to buy the item(s) in your order. When your order is placed, we will send you an email confirming receipt of your order and including the details of your order. This order confirmation is simply an acknowledgement that we have received your order. The conclusion of the sale will take place when we let you know the order has been dispatched, at which point a contract will come into existence between you and us.

4.2 If we are unable to accept your order, we will email you to let you know and explain why. For example, this could be because we have identified an error in the price or description of the product or because we are unable to make delivery.

4.3 When you place an order, you will be assigned an order number which will be sent to you in your order confirmation email. Please have this order number to hand if you need to contact us about your order.

5.0 The items we sell

5.1 The items we sell are all preloved and have been previously owned, unless otherwise stated. That means there will usually be some signs of wear, which we will endeavour to describe and photograph as accurately as possible. If any alterations, mending or amendments have been undertaken, these will be listed. However, unless otherwise stated, you can assume that all fastenings, such as zips, are in working order and all buttons are in place.

5.2 Items may vary slightly from their images, particularly the colour, as we cannot guarantee that the image your device will accurately reflect the colour of the item.

6.0 Delivery

6.1 Green Heart Collective offers FREE UK Mainland delivery on ALL orders unless detailed on the product page. UK Mainland delivery excludes post codes beginning AB, BT, KW, IV, PA and PH except for AB 1 to 16, AB 21 to 25, AB 30 and AB 39, PA1 to PA 19 and PH1 to PH3.

6.2 Delivery for all orders to Highlands, Islands and Northern Island is £9.95. We do not deliver outside of the UK. Express service to UK mainland is a 1-2 day service and costs £5.95.

6.3 As soon as your order is dispatched from our warehouse, we’ll send you an email. We would expect your order to arrive with you within 5 working days of dispatch and in good condition. If this is not the case, then do contact us at info@greenheartcollective.uk.

6.4 If your order is damaged in transit, please take clear photos of the parcel before opening. On opening the parcel, if you find that the contents have been damaged or are missing, please send us an email to info@greenheartcollective.uk detailing the damage and attaching photos.

6.5 If there is an item missing from your parcel, please send us an email to info@greenheartcollective.uk and we will get your missing item to you as quickly as possible.

6.6 If your order does not arrive within 5 working days of dispatch, do get in touch with us please send us an email to info@greenheartcollective.uk. It may be that your order has been unavoidably delayed but we’ll do our best to find out for you.

6.7 Very occasionally, a parcel will be returned to us as undeliverable – if it has an incorrect or illegible address, if it could not be delivered, or has been badly damaged in transit. Should this happen, your order will be refunded and an email sent to notify you. If you are placing an order as a gift, please make sure the recipient knows about it and does not refuse to accept the delivery.

7.0 Returns

7.1 If you change your mind about your purchase and wish to cancel your whole order within 14 days in accordance with Consumer Contract Regulations, please email us at info@greenheartcollective.uk to let us know that you wish to cancel your order, otherwise we will process your return as a normal return. Your refund will be processed once the goods have arrived back at Green Heart Collective. In this case, we will refund you in full for the items including the original shipping charge.

Due to the nature of our business, we are not able to offer an exchange service.

7.2 For all other returns, please send the items you wish to return back to us within 30 days of purchase to the following address:

Green Heart Returns
4 Perth Court
Eleventh Ave North
Team Valley Trading Estate
Gateshead
Tyne & Wear, NE11 0NJ

7.3 Make sure that you include your name and order number inside the parcel with your items.

7.4 All returned items must be returned in the same condition as they were sent out to you.

7.5 All postage and handling charges associated with returning the goods to us are your responsibility, unless there is a fault with the item that has not been explained in the product description. Make sure you get proof of postage as we are not responsible for any returned items that do not arrive back to us.

7.6 A refund can take up to 14 days from receiving the return. The refund will be processed back to the same payment method as was used for purchasing the item. If a gift voucher was used for payment, a new voucher code will be issued for the amount.

8.0 Price

 8.1 The price of the item will be the price indicated on the order page when you placed your order. We work hard to make sure the price given is accurate, but if an incorrect price is listed, we will cancel your order and email you to let you know and explain why.

8.2 We are currently not registered for VAT, so no UK VAT is chargeable. If this changes, we will post that change here and notify our customers.

9.0 Payment

9.1 We accept payment for orders by card and PayPal payments. If you choose PayPal, you will be directed to their site to complete the payment.

9.2 As we only sell and deliver within the UK, all payment will be in UK currency.

10.0 Ending your contract with us

10.1 You can end your contract with us at any time. When you end the contract, your rights will vary depending on when you end the contract, what you have bought and your reasons for ending the contract.

If you wish to end your contract with us because of an error in price or a description, an unforeseen delay in delivery or our inability to dispatch your order, the contract will end immediately and we will refund you in full for any items ordered which have not been provided. You may also be entitled to compensation.

10.2 You have the right to change your mind about your purchase and cancel your whole order within 14 days in accordance with Consumer Contract Regulations 2013. If this is the case, please email us at info@greenheartcollective.uk to let us know that you wish to cancel your order, otherwise we will process your return as a normal return. This does not apply to any item that has been made or customised to your specification. Your refund will be processed once the goods have arrived back at Green Heart Collective. In this case, we will refund you in full for the items including the original shipping charge.

10.3 If you wish to end your contract with us, please let us know by sending an email to info@greenheartcollective.uk or phoning 0191 491 4232. You will need to be ready to provide your name, home address, your order number, details of the order, your phone number and email address.

10.4 If you end your contract with us for any reason after items have been dispatched to you or you have received them, you must return them to us at Green Heart Returns, 4 Perth Court, Eleventh Ave North, Team Valley Trading Estate, Gateshead, Tyne & Wear, NE11 0NJ. You will be responsible for the cost of returning items to us unless the items have been mis-described or the order has been incorrectly fulfilled by us; we have emailed you about an error in pricing or description or an unforeseen delay in delivery; or because you have a legal right to do because of something we have done wrong.

10.5 We will refund you the price you paid for the products, including delivery costs where necessary (which will be the least expensive delivery method we offer), by the method you used for payment. A deduction may be made if the product is not returned to us in the condition it was sent out to you.

10.6 The refund will be made within 14 days from the day we receive the item back from you.

10.7  We may also need to end the contract with you if you break it. We may end the contract by writing to you if you do not allow us to deliver the products to you within a reasonable time.

11.0 A problem with an item

11.1 If you have any questions or complaints, please email info@greenheartcollective.uk.

11.2 Here is a summary of your key legal rights in relation to the item. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights. If you wish to exercise your legal rights to reject products, you must return them to us.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Does this apply to preloved items? I Will need to check and read up

up to 30 days: if your goods are faulty, then you can get an immediate refund.

up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

12.0 Loss or damage suffered by you

12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights including the right to receive products which are as described and match information we provided to you and any sample or model seen or examined by you, of satisfactory quality, fit for any particular purpose made known to us and supplied with reasonable skill; and for defective products under the Consumer Protection Act 1987

12.3 We are not liable for business losses. We only supply items for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.0 Your personal information

13.1 By agreeing to these T&Cs, you accept that we will collect personal data from you. Any personal data supplied by you will be stored on our database and used as described in our Privacy Policy which can be found here.

13.2 You can request that we delete your data from our system at any time by emailing info@greenheartcollective.uk. However, please be aware that official agencies eg. HMRC require us to hold order information for 7 years.

14.0 Final terms

14.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.

14.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.4 Which laws apply to this contract and where you may bring legal proceedings. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.