Postage & Warranty

UK postage and packing costs are as follows:

How to get a quote for international orders

1. Please contact us at admin@greenpomelo.com with a list of what you wish to order
2. We will weigh the order and email to you a quote for the delivery based on the weight and the destination. This quote will indicate actual postage charges - we do not make any profit on this.

Most orders will be sent with International Airmail however if you wish for your parcel to be tracked you can opt for an upgrade.

Delivery

When will my order be sent out?

As long as items are in stock, your order will be dispatched within 24 hours.

If goods are not in stock we will contact you as soon as possible by email. You may choose the have the order sent out in more than one parcel, choose to swap the product or have a partial/full refund.

Missing parcel?

If you do not receive your order within 7 days please contact us admin@greenpomelo.com. In many cases missing parcels, sent by Royal Mail, will be found at your local sorting office. If you’re parcel does not arrive we would recommend that you give them a call.

(During the winter months please bear in mind that delivery times can be affected by the weather. During periods of snow, delivery companies do their best to limit delays but delays are often inevitable.)

In cases where courier cards have been left at your address, but parcels not collected, the parcel will be returned to us. In these cases you may be required to pay additional postage costs for the item to be resent. Please bear this in mind if you have holidays planned and won’t be available to receive your parcel.

RETURNS, EXCHANGES & WARRANTY ISSUES

We stand behind our products and have standard procedures for dealing with manufacturing defects for our 1 Year Warranty from the date of purchase. This covers product stitching, seams, elastics, and any of the product’s components including snaps, velcro, and fabric, but we do not issue credit or replacements for products that are returned due to stains, leaks, improper care, or when worn out.

To make a claim for any defects covered by the warranty, products must be sent at customer’s expense to us if the purchase has been over 90 days. Within the 90 day period, we will cover the cost to ship the item/s back to us. Dated proof of purchase is required. You must take responsibility for getting the goods back to us so we suggest getting a ’certificate of posting’ (free of charge) so that you can claim compensation from Royal Mail if the goods do not reach us. Please send the faulty product to: GreenPomelo®, 52C, Elderfield Road, London E5 0LF

Please be sure to include a note of what the problem is, as well as your name, address and original order number. It takes us 3 to 5 business days to process returns after they arrive at our facility. Once your return is received and inspected by our staff (usually within 72 hours of receipt), we will either repair or replace the product and send them back out to you immediately. Defective items must be returned in order to get the replacement or credit. 

Please note GreenPomelo Wet Bags are covered by a 60-day warranty for workmanship and parts. This covers seams, zipper, and PUL.

Our Return Policy & Return Instructions for Items Purchased from us

With our 90-day return policy, there are no special catches. All we ask is that you send the items back to us in an unused, unwashed and in a re-sellable condition. So if you are not 100% satisfied with your purchase, we will be happy to accept a return for a full refund less shipping costs. No questions asked. We strongly suggest that you get a 'certificate of posting' from your post office (free of charge) so that you can claim compensation from Royal Mail should the parcel not reach us.

If the goods have a retail value of more than £28.00 you will need to use a Royal Mail service that includes additional insurance to cover your goods should they go missing on route to us. Please send all returns (including your name, address and invoice number) to: GreenPomelo®, 52C, Elderfield Road, London E5 0LF

If you have any questions about returning goods please call +44 7909 449 251 or e-mail admin@greenpomelo.com

Washed and used products, and items purchased on clearance, Ebay, or any other third party are not eligible for refunds, exchanges or manufacturer's warranty. 

We reserve the right to refuse any return if it is not in any condition to be resold, has been washed, contains smell of essential oils/perfume, smoke, etc. or that have been soiled.

Exchange Policy

We do not offer exchanges for items purchased directly from our sites, or from any other retailer’s store. The only exception to this is if we shipped you the wrong item/colour/size by mistake.

If you are not happy with the items you purchased and would like something else instead, you may return the products for a refund within 90 days of your original order, and then place a new order for the items you would like instead.

THIS GUARANTEE IS VOID WHEN ANY OF THE FOLLOWING CIRCUMSTANCES APPLY:

·         The washing instructions have not been followed.

·         The nappy has been altered.

·         Any of the following has been used in conjunction with the use/care of the product:

·         Fabric softeners

·         Any caustic substance.

·         Nappy rash cream.

·         A detergent containing additives (enzymes, brighteners, whiteners, dyes, perfumes, essential oils) or natural soap

THIS GUARANTEE DOES NOT COVER:

Leaking (except as related to manufacturing defect), "stinky nappies", buildup or normal wear.