faqs

For standard UK shipping, please place your order before midnight Wednesday 18th December. For express UK shipping please order by 1pm Thursday 19th December.

Our website is always open, and our customer care team will be available to respond to your emails and telephone calls during the following times: Monday 23rd Dec - 10am - 4pm Christmas Eve - closed Christmas Day - closed Boxing Day - closed Friday 27th - 10am - 3pm   Monday 30th - 10am - 4pm Tuesday 31st - 10am - 2pm New Years Day - closed Thursday 2nd Jan - closed Friday 3rd - usual hours resume, 9am - 5pm Please be aware our last shipping day before Christmas is Friday 20th, and any orders received after Thursday 19th we will send out on Friday 3rd January onwards.  (Please note, our Totnes store is no longer open, and all these times refer to our customer care team for web and telephone orders)

Any items bought as Christmas gifts have an extended returns policy until 15th January

Most of our discount codes have specific requirements - this includes they are valid for a specific product or product category, they usually have an expiry date, and some of our discounts can only be used once so you need to be logged into your account on our website for them to work.    A few things to check:  Expiry date - please check the expiry date on the discount code, if it's passed then it will not work  Product category - please check what product or product category the code is valid for - usually our codes work for a certain category such as 'clothing' or 'towels'.  When you enter the code, it will discount only those items Product exclusions - we don't offer discounts on mattresses or gift vouchers, so they won't be discounted when you apply a code. New Subscriber discount - we offer a 15% off code to all new subscribers that sign up to our newsletter.   In order for this code to work, you need to be signed into your account on the Greenfibres website.   You can sign in here - sign in  If you've not got an account yet, it's straight forward to do, simply enter your name, email address and set up a password in this link here - create account.  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 do not retrospectively apply a discount code or offer refunds in the form of a discount, so please get in touch with us to get things sorted before paying for your order. 

The best way to receive our discount codes, including exclusive subscriber only discount codes is to join our community in this link here.

Sometimes we can sell out of a particular product, a specific size or colourway.  When this happens you won't be able to order it through our website.  If the product is discontinued (i.e. we won't be restocking it) we'll note this on the product page, otherwise our re-stocking times can vary from 1 week to a few months.  If you'd like to check when a product is coming back in to stock then please contact us or call us on 01803 868001 and we'll be happy to help or put you on our call back list for when the products are available again.   

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.

Most of our discount codes have specific requirements - this includes they are valid for a specific product or product category, they usually have an expiry date, and some of our discounts can only be used once so you need to be logged into your account on our website for them to work.    A few things to check:  Expiry date - please check the expiry date on the discount code, if it's passed then it will not work  Product category - please check what product or product category the code is valid for - usually our codes work for a certain category such as 'clothing' or 'towels'.  When you enter the code, it will discount only those items Product exclusions - we don't offer discounts on mattresses or gift vouchers, so they won't be discounted when you apply a code. New Subscriber discount - we offer a 15% off code to all new subscribers that sign up to our newsletter.   In order for this code to work, you need to be signed into your account on the Greenfibres website.   You can sign in here - sign in  If you've not got an account yet, it's straight forward to do, simply enter your name, email address and set up a password in this link here - create account.  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 do not retrospectively apply a discount code or offer refunds in the form of a discount, so please get in touch with us to get things sorted before paying for your order. 

Most of our discount codes have specific requirements - this includes they are valid for a specific product or product category, they usually have an expiry date, and some of our discounts can only be used once so you need to be logged into your account on our website for them to work.    A few things to check:  Expiry date - please check the expiry date on the discount code, if it's passed then it will not work  Product category - please check what product or product category the code is valid for - usually our codes work for a certain category such as 'clothing' or 'towels'.  When you enter the code, it will discount only those items Product exclusions - we don't offer discounts on mattresses or gift vouchers, so they won't be discounted when you apply a code. New Subscriber discount - we offer a 15% off code to all new subscribers that sign up to our newsletter.   In order for this code to work, you need to be signed into your account on the Greenfibres website.   You can sign in here - sign in  If you've not got an account yet, it's straight forward to do, simply enter your name, email address and set up a password in this link here - create account.  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 do not retrospectively apply a discount code or offer refunds in the form of a discount, 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, please be aware that if you choose the bank transfer option, items in your basket aren't reserved until we've received payment and been able to allocate it to your order (if you pay outside of our working hours then it won't be until the next business day that we can do this). If you prefer to order the phone, then we can take card payments over the phone too, please call us on 01803 868001 to order, we're here Monday - Friday from 9am until 5pm, except Wednesdays when we close at midday.

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.

Our organic duvets made from wool, silk or camel hair have the natural capacity to regenerate themselves, simply air them regularly, outside whenever possible, if not then over the banister or a door is fine too.

Because our bed linen is certified to the Global Organic Textile Standard (GOTS) you don't need to wash it before using it.

If you see darker marks on your bed linen, then please be assured this is also completely normal, and is not dirt on the fabric. This is what's known as ‘trash’. It is the tiny pieces of the organic cotton bolls, such as like leaves and twigs that are still attached to the cotton fibre when it is picked, and does not get fully filtered through in the ginning process. 

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 [email protected]