Shipping & Payment
Greenapple online terms and conditions
1. Placing your order
Here at Greenapple we always like to ear from our customers, so please contact us on our landline (+351 243 709 080) or email us with your order and let our customer service department take it from there.
2. Countries or regions to which we deliver
At present, we deliver to the following countries: Saudi Arabia, Canada, Kazakhstan, China, South Korea, United Arab Emirates, United States of America, Hong Kong, Israel, Japan, Morocco, Mexico, Oman, Panama, United Kingdom, Dominican Republican, Russia, European Union, Vietnam and India.
In light of the current pandemic, please note:
We are doing our best to deliver orders within our usual lead times, but please be aware that some may take longer due to the reduced capacity of our warehouses and carriers. We sincerely apologise for any inconvenience this may cause. Please do not hesitate to email us at [email protected] should you have any questions.
3. Shippings costs & choice of couriers
Shipping costs are calculated according to the weight and volume of the items ordered and the delivery address specified in the order. We use various third party delivery partners and shipping methods to deliver our products to you. We will notify you of whom this delivery partner is after you place your order with us.
4. Tracking the delivery
You may track the delivery of your order by using the tracking number provided by the designated courier. Delivery within a specific requested time is not possible. For security reasons, all Greenapple packaged goods are personally delivered to their recipients. No package can be dropped off at a mailbox.
5. Estimated delivery date
Factory production takes on average 8 to 12 working weeks time. Depending on the location of the delivery area the standard delivery time for any product is around 1-3 working weeks from the date that we accept your order. Delivery times are calculated from the date of email receipt of your order confirmation (please see Payments).
6. Changes to estimated delivery date
We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date if unforeseen events delay or prevent delivery from taking place at the original designated date and/or time.
7. Delivery day
For curbside freight or white glove services, a duly authorized representative must be present during your scheduled delivery window to accept and inspect your items and sign the delivery receipt. Curbside delivery requires you to meet your driver and collect your items at your curbside.
8. Information we may require from you
At some point we will require certain information from your side so that we can deliver the products to you, for example, your name and address. If you do not provide us with this information within a reasonable time, or if you provide us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result of such. We will not be responsible for delays in supplying the products which are caused by you not providing us with the information we need.
In order for the delivery to run smoothly as possible, please measure any important distances between walls ahead of time so that we’re sure your products will fit right in not only your space but also all the areas it will go through during delivery (all entry-ways, doorways, corridors). If you have any questions about item measurements, please contact us.
We try our best to get all orders produced, packed & shipped in the expected time frame, but if you live in a remote area, there could be some delays. Let us know in advance if you live in such location that will require an alternative delivery solution from usual.
Scheduling your delivery
If after your order has shipped away, you cannot accept delivery for a continued period of time, you will be charged additional fees to store your purchase. Please let us know if you are unable to accept the products during the expected delivery time frame.
If redelivery of your order is required due to a missed delivery appointment with our carrier, additional fees will apply.
Many of our products ship already fully assembled or require light assembly. For fully assembled products, there is minimal set-up needed, such as sliding on rubber feet. For items requiring light assembly, all hardware is included. Tools are not included.
All deliveries require a signature.
11. Large, made-to-order items/products and bespoke projects
Some products require specialist delivery services which may be at additional cost: Large lighting pieces and furniture pieces such as tables, or bespoke project items, like stone walls will require special delivery (white glove delivery) arrangements and may incur in much longer lead times. Once you have placed your order, our customer services team will contact you to help or arrange delivery when ready.
12. Curbside Delivery
For curbside delivery, you must be present to meet the driver and collect your order during your scheduled delivery appointment. If you need help with delivery inside your home and packaging removal, we encourage you to inquire about our white glove delivery options.
Products that ship as freight will be delivered with our contracted partner and you may be left with the shipping pallet or crate depending on your item(s). Our team will deliver your order to curbside, which does not include unpacking your order or bringing it inside. You are responsible for evaluating the packaging and noting damages upon receipt.
13. White Glove Delivery
An authorised individual must be home during your scheduled delivery window to accept and inspect your items and sign the delivery receipt. Our services includes not only pristine packaging of your product, transportation, equipment unloading and unpacking and installation, but also set up of any required electrical equipment in bespoke projects or any assemble of any materials or pieces that have to be installed in or on existing structures.
To facilitate delivery, please clear the area where furniture or items will be placed before the delivery takes place.
Since white glove delivery includes packaging removal, if you’re not 100% sure about your purchase, we recommend that you retain all original packaging. That will make it possible for you to return it to us.
White Glove delivery is available with additional fees. Please reach us at [email protected]
14. When delivery has taken place
You are responsible for the products when delivery has taken place. In other words, the risk in the products passes to you when you take possession of the products.
Order inspection upon delivery, damages, missing parts Please check immediately the delivered goods upon receipt. Although we do our best efforts to package products for safe delivery, sometimes damages can occur. Please save all of your paperwork and packaging materials and contact us immediately at [email protected] so we can evaluate the damage and arrange for a replacement. Please check Greenapple’s Warranty webpage for further information.
15. Return policy
If you are not completely satisfied with your purchase, please contact us at [email protected] to initiate a return. Items are eligible for a return within 30 days of original receipt. There is a 20% re-stocking fee on the item returned. This standard policy does not cover customised items or bespoke projects.
To receive a refund, the returned product must arrive at our warehouse in its original condition with all original packaging. We cannot accept returns for items that have been modified after delivery. For small parcel returns, we will provide you with a return label and can arrange a pickup for an additional fee. For orders that delivered curbside freight or white glove, we will work with you to arrange return shipping, however customers are responsible for all return shipping costs. Greenapple is not responsible for any delays or damages that might occur upon the delivery back to Greenapple headquarters of a returned item.
16. Return Shipping Costs
Customers are responsible for all return shipping costs and that includes any Taxation and Customs Union applied to the item. Original delivery fees are non-refundable.
17. Return inspection
Upon return, your item will be inspected and exchanges, credits or refunds will be issued for the purchase price, less a 20% restocking fee and return shipping costs. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. Greenapple reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.
For orders inferior to € 10.000, we require full order amount to be paid prior to starting the order. For first time trade customers we also require full order amount to be paid prior to starting the order. For subsequent orders, a 60% of the total order amount with be required when the order is placed, an estimated order commencement date will be given soon after. Full payment will be required on shipping of the order. The order will go in production once the deposit has been verified in our account.
Payment methods includes bank transfer or credit or debit card: Visa®, MasterCard®, American Express®, Maestro®. Card details like card number, expiration date and card security code will be required to carry on the transaction.
These Shipping & Payment conditions were last updated 25 May 2020.