Contact & Help
Below you will find answers to our most frequently asked questions. Find your question and click on it to see our response.
Contact
Who do I contact if I have a query about my order?
How do I best contact a Vendor?
General
What are Green Elephant Badges?
How can I find products on your Site?
How can I learn more about the Vendors?
I have forgotten my username or password what should I do?
Why should I create a Green Elephant account?
The Vendor has not answered my question what should I do?
My order
Why has a product gone out of stock in my basket?
Will all products from an order arrive at the same time?
How can I add to or change my order once placed?
Delivery
Can I ship to more than one address?
Do you ship products outside of New Zealand?
Do you deliver to PO Boxes or Parcel Collect locations?
Payment
What payment types do you accept?
Who am I paying when I buy products on greenelephant.co.nz?
Coupons
Why doesn’t my Coupon Code work?
Gift vouchers
Is there a maximum amount that I can buy?
How do I redeem my Green Elephant gift voucher?
Which Vendors can I redeem the gift vouchers with?
Do gift vouchers have an expiry date?
What happens if I lose my gift voucher?
Returns and refunds
Who pays for my return postage?
How long do I have to return a product?
Answers:
Contact
How can I contact you?
If you have a specific question about any of the products on the site, please visit the product page and click the ‘Ask this Vendor a question’ button.
If you have a question about an order you have already placed please send a query to us from your account. Sign in to your account, click on the ‘My Orders’ menu item, find the order you wish to enquire about, click on the ‘Order Enquiry’ button and enter your query. This will send a message to us with all the order details that we will answer promptly. If you do not have an account with Green Elephant a link to your order can be found in your order confirmation email.
If you have followed the instructions above but still have questions or have a query that is not answered by our FAQs on this page then please click here.
Who do I contact if I have a query about my order?
If you have a question about an order you have already placed please send us an order enquiry from your account using the ‘Order Enquiry’ button found under the ‘My Orders’ menu item. You can also do this by following the instructions in your ‘order confirmation’ or ‘order dispatched’ emails.
If you have an account with us, you can view the status of your order by signing in and then clicking the ‘My Orders’ menu item. Please do not email us to ask where your order is unless you have first checked the order status. We will of course be very happy to help if you still have concerns after checking the order status.
How do I best contact a Vendor?
If you have a specific question about any of the products on the site, please visit the relevant product page and click the ‘Ask this Vendor a question’ button.
If you have a question about an order you have already placed please send an order enquiry from your account using the ‘Order Enquiry’ button found under the ‘My Orders’ menu item.
General
How does Green Elephant work?
Everything you see or buy on greenelephant.co.nz comes directly from one of our Vendors. We bring them together in one place to make it easier for you to find and buy the products you want.
You pay for your items all together through our simple and secure checkout process whether you order from just one Vendor or many.
Once you have placed your order you will get an email from us confirming that your order and payment have both been safely received. If the Vendor accepts your order you will get an email from them confirming that the order has been sent together with estimated delivery timescales.
You receive a parcel from each Vendor you order from.
What are Green Elephant Badges?
We use Badges to highlight the Sustainable, Healthy and Ethical product characteristics that are the cornerstone of our Marketplace. Vendors assign a number of Badges to their products to help you easily see why their product is better for you or better for the environment.
You can read more about our Badges and Shop by Badge by clicking here.
How can I find products on your Site?
We have made it really easy for you to find and buy the products you want.
If you know what you are looking for try using our search box at the top of any page. Enter your keywords, click search and we’ll search the whole Site for relevant items.
Alternatively, you can easily find your way around the Marketplace using our product categories and sub categories. To narrow your search you can use the filters displayed on the left-hand side of the page.
If you are really not sure what you are looking for then try our Shop Your Way feature using the link at the top of any page. You can see our whole product range from here or make a selection specifically for your requirements. Enter a price range, select a number of product categories or other searchable criteria to display the products you want.
How can I learn more about the Vendors?
Most of our Vendors have a story to tell. To learn more about a Vendor please visit their Store homepage. You can find their Store homepage by following the link on any product page or you can look in the directory at Our Vendors.
You can also send a message to the Vendor from their Store or on their product pages with any questions, comments or compliments.
I have forgotten my username or password what should I do?
Your username is the email address that you signed up with. If you have forgotten your password simply click on the ‘forgotten password’ link on the customer sign in page. This will help you complete the steps to get your password reset.
Why should I create a Green Elephant account?
We understand that some people don’t want to take the time to register (even though there are benefits if you do) so we give you the option to check out as a guest. They both take the same time for your first checkout but as a registered customer we can make your next checkout faster and easier by storing your delivery address. You can also keep a wishlist, check your order status and more.
The Vendor has not answered my question what should I do?
Our Vendors are committed to providing great customer service and aim to respond to your questions on the same or next working day. During busy times this may take longer, so, please allow a couple of extra days for them to respond. If you still haven’t heard from them please get in touch with us via the Contact page and we will be happy to follow this up for you.
My order
Why has a product gone out of stock in my basket?
To keep stock availability as accurate as possible Vendor stock levels are only updated once the checkout process has been completed. This means that when a product has very low stock a number of customers may have added the same item to their baskets. When you press the go to checkout button we do a final check to make sure your items are still available. Unfortunately sometimes another customer may have purchased the last item before you.
If this happens to you then you will need to remove the item from your basket before checking out.
When will I receive my order?
Estimated delivery times are provided on each of the product pages.
You can view the status of your orders by signing into your account and clicking on the ‘My Orders’ menu item.
Will all products from an order arrive at the same time?
Each Vendor you order from packs and sends their own products which means your complete order may arrive across a number of days. You can view the status of your order by signing into your account and clicking on the ‘My Orders’ menu item.
Where can I see my orders?
If you have an account with us, simply log in and click the ‘My Orders’ link in your account menu to see all the orders you have placed at greenelephant.co.nz. From here you have the option to view your order details, place an enquiry or request a refund.
How can I add to or change my order once placed?
If you have placed an order and later decide that you wish to add to it or change it in anyway please get in touch with us. As long as the order has not been dispatched we are normally able to stop the order. If your order has been dispatched and you wish to change something then you will need to follow our returns process.
To add or substitute products to an order your original order will first be cancelled and you will be issued with a gift voucher code for the full amount. You can then use the gift voucher code when placing a new order for the correct items. We do it this way to make sure that you are charged the correct shipping and to avoid confusion with Vendors.
Note that where an order relates to more than one Vendor we only need to cancel the items for the affected Vendor.
Delivery
How long will delivery take?
Delivery times vary by Vendor according to the delivery method they use. Delivery information can be found on each of the product listing pages.
Please read the Green Elephant Delivery Guide for a full explanation of how delivery works on our Site.
How much does delivery cost?
Please read the Green Elephant Delivery Guide for an explanation of how delivery works on our Site. You can find delivery cost information on the relevant Vendor Store delivery page and on the delivery and returns tab for each product listing.
Your shipping charges are included in your basket and whenever you add a new item they will be recalculated. You also get a chance to review all charges, including shipping, before checkout.
Can I ship to more than one address?
At this time you can only ship to one address per order. We understand that it is a nuisance, but if you need to ship to more than one address you will have to place separate orders.
Do you ship products outside of New Zealand?
Many of our Vendors ship internationally, but it depends upon the product and the Vendor. You can check delivery information on the individual product listing page and once you have selected your delivery country only products shipping to that destination may be added to your basket. You won’t miss out on anything as all available products will still be displayed.
Do you deliver to PO Boxes or Parcel Collect locations?
Only NZ Post and Courier Post can deliver to PO Boxes and Parcel Collect locations. Many of our Vendors use other couriers, so, would not be able to deliver your order. Note: Parcel Collect also has further stipulations including that the item must be tracked, weigh less than 15kg and have dimensions not greater than 50cm x 40cm x 30cm. If you are in any doubt about the deliverability of your order please ask the Vendor before you order or use a Physical Address instead.
Payment
What payment types do you accept?
We accept all credit and debit cards bearing the Visa and MasterCard symbols.
Who am I paying when I buy products on greenelephant.co.nz?
When you buy products from our Marketplace you pay Green Elephant and your purchases will appear as Green Elephant Limited on your card statement. We try to make your shopping experience as easy as possible so even when you shop from more than one of our Vendors you only need to check out once.
Is your checkout secure?
We want you to feel safe shopping with us. Our online payment processing is undertaken by Braintree, a Paypal Company. They host and manage the payments page which is secured to the very latest security standards.
Coupons
How do I use my Coupon Code?
During checkout look for the Redeem Gift Voucher / Promo Code link in the Order Summary on the right of your screen. Click on the link and enter your Coupon Code which will then automatically update your order. Make sure you enter the full Coupon Code including the 3 letter Vendor prefix without any spaces. To use your Coupon Code correctly there are a number of things you need to know.
- Coupon Codes are issued by individual Vendors and can only be applied to their own products.
- Coupon Codes may have a minimum Vendor spend on an order and cannot be used if your order is below this minimum.
- Sale items and shipping charges do not count towards the minimum Vendor spend.
- Only one Coupon Code may be used per Vendor.
- Coupon Codes may be valid for a limited time only.
- Coupon Codes may have a limited number of uses and will not be accepted once this number is reached.
In most instances you will see a pop-up message explaining why your Coupon cannot be applied. Follow the instructions provided or check your code with the Vendor.
Why doesn’t my Coupon Code work?
Please see “How do I use my Coupon Code?” above for the most common issues.
Also bear in mind that Coupon Codes are Vendor specific, for example, if you are ordering from more than one Vendor a Free Shipping Coupon will reduce that Vendor’s shipping to zero but there may still be other Vendor shipping charges to pay. A breakdown of shipping charges is available at the bottom of your order summary.
When you first apply a Coupon to your order we check that Coupon requirements such as minimum order spend are met. However, once a Coupon has been successfully applied if you change the items in your order we do not remove the code even if the Coupon requirements are no longer met. This avoids you having to re-enter Coupon Codes but means your discount may reduce or even disappear entirely when your basket updates. As you continue shopping any discount is recalculated and as long as the Coupon requirements are satisfied you will see your discount again.
When you proceed to checkout we make sure that your Coupon Code is still valid and your order meets the Coupon requirements. If there are any problems we will prompt you to either remove the Coupon or continue shopping to meet the minimum order value.
If you are still struggling then please get in touch with us here and we’ll point you in the right direction.
Gift vouchers
How do I buy gift vouchers?
You can buy gift vouchers by following the Gift Vouchers link at the bottom of any page. Gift vouchers are issued by Green Elephant and may be used to buy any of the products listed on our Site. Gift vouchers are only issued in an electronic format which may be sent to you or directly to your nominated recipient.
Is there a maximum amount that I can buy?
You can purchase a maximum of $200 of gift vouchers in a single transaction.
How do I redeem my Green Elephant gift voucher?
During checkout enter your gift voucher code in the appropriately marked box. A gift voucher code can only be redeemed once and any remaining balance greater than $5 will be transferred to a new voucher. We will email the new code to you. We do not issue vouchers for amounts less than $5. Where your voucher is used as a part payment for an order you will need to enter the voucher code first followed by your credit/debit card details for the remaining balance.
Which Vendors can I redeem the gift vouchers with?
Gift vouchers issued by Green Elephant can be used to purchase any product listed by any Vendor on our Site.
Do gift vouchers have an expiry date?
Gift vouchers are valid for 12 months from the date they are issued by Green Elephant. The expiry date is clearly marked on each voucher. If the voucher is not used before the expiry date then the funds on the gift voucher will be lost and will not be redeemable.
What happens if I lose my gift voucher?
Please contact the person who gave you the voucher to ask them to reissue the code. If they cannot find the code then they will have to contact Green Elephant and we will resend the code to the original purchase email address. Please take care of your voucher code. If you lose your voucher and it is redeemed on our Site a replacement voucher will not be issued.
Returns and refunds
What is your returns policy?
Our goal is to make finding and buying the products you want as easy as possible and we want you to be totally happy with your purchases. That’s why we offer our 30 day ‘No Worries’ Returns promise.
Please follow this link to read our full Returns and Refunds Policy. Also note that some Vendors and products have additional terms that apply. These will be clearly stated on the Vendor’s storefront or the product listing page. Please read all terms carefully before ordering as not all products are returnable.
How do I return a product?
Please read our Returns and Refunds Policy for a full explanation of the returns process.
Who do I return a product to?
Once your request for a return has been accepted we will email you clear instructions together with a returns address. Please do not return items to Green Elephant or the Vendor before being instructed to do so.
Who pays for my return postage?
We are all about fairness at Green Elephant, so, if you are returning a faulty, damaged or incorrect item the Vendor will pay reasonable return postage costs. For a “No Worries” Return you will be expected to pay your own return postage.
How long do I have to return a product?
Unless the product is identified as non returnable you have up to 30 days to return a product under our ‘No Worries’ Returns policy. You must follow the instructions in our Returns and Refunds Policy and additional instructions included in the returns email that will be sent to you.
This is in addition to your rights under the Consumer Guarantees Act.
When will I get my refund?
We always pay our debts, so as long as you have returned your item in accordance with our Returns and Refunds Policy any payment due to you will be made within 14 days of us getting confirmation from the Vendor that products have been received in an acceptable condition.