My Account and Order
Managing my account
When you shop with Green Heart Collective, you can choose to place an order and check out as a guest or to register with us and open an account. Opening an account makes it quicker and easier for you to shop with us again in the future. To open an account, simply click here and fill in your details, which will then be stored securely ready for your next visit.
If you forget your password at any time, you can click on the 'Forgotten Password' link on the account page and enter your email address, and we will then send you a link to reset your password.
Placing an order
Whilst the items we are selling are not new, you will find the ordering and payment process much the same as placing any regular online order. However, if this is your first time buying preloved items online, then do read our GUIDE TO BUYING PRELOVED before proceeding.
When you have finished making your selections, click on the shopping bag icon at the top of the page. Please then check that you are happy with the products in your bag, as once an order has been submitted, you will be unable to add any more items or make further changes. Tick that you agree to our terms and condition and then click 'Proceed to checkout'.
Please complete all required sections marked with a red asterisk (*). A mobile phone number is important so we can contact you if we need to discuss your order. We promise not to pass your details onto any other third party. If you are shipping to an alternative delivery address, please select 'Ship to different address' and complete the highlighted section. You can opt to pick up your order between 3pm and 5pm, Monday to Friday, from our warehouse on Team Valley Trading Estate, Gateshead by selecting ‘Click & Collect’.
When you are ready, just click Continue.
Payment and checkout
When you have reviewed your order and are happy with your details, complete your order by clicking 'Place order'.
We accept payments by debit/credit card - Visa, Mastercard and Maestro - and PayPal. If you choose to use PayPal, you will be directed to their site to complete the payment. You can also use Google Pay, Apple Pay and ShopPay were applicable. You will be charged for your order at point of sale. Green Heart Collective only accepts UK orders and will therefore only accept payment in UK currency. Once all payment information has been entered and approved, you will receive your order confirmation email.
All orders will be dispatched within 2 working days of receiving your order confirmation. For more information, please visit the delivery page.
Amending or cancelling an order
Orders cannot be amended or cancelled once confirmed. If you change your mind, you will need to wait until you receive your order and then return it to us to process as a return. For more information on how to make a return, visit the returns page.
In accordance with Consumer Contract Regulations, please note that you have 14 days from the first day that you receive your items to change your mind and return them. If you decide to return your whole order within 14 days, we will refund you in full for the items including the original shipping charge. Please email us 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 returned to Green Heart Collective.
Gift vouchers are offered to those donating items to Green Heart Collective and a unique voucher code will be sent out electronically by email.
You can also purchase Green Heart Gift Vouchers. The unique voucher code must be entered at checkout for the amount to be deducted from your order.
The following terms and conditions apply to all gift vouchers.
- Each unique gift voucher code can be used until all the balance is exhausted. Any remaining balance after your first transaction will be carried over and cab used on your next order(s).
- These gift vouchers can only be used to buy items from direct from Green Heart Collective. They cannot be redeemed against items on Ebay, Depop etc.
- If your order exceeds the amount on the gift voucher, you will need to pay for the balance before your order is shipped.
- Each gift voucher has a date of expiry, one year from issuance, and must be used before that date.
- If you return any items bought with a gift voucher, you will be issued with a new gift voucher to use on a future purchase.