Our Natural Commitment to You
At Big Green Smile Shop, we believe your shopping experience should be as pure and satisfying as our natural products. Just as our body lotions and baby care items are crafted with care, we’ve designed our shipping and returns process to be gentle, transparent, and eco-conscious.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You’ll receive a tracking number once your order ships.
Shipping Methods & Timeframes
Standard Shipping: $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipping
- Tracking included
Free Shipping
- Available for orders over $50
- Carrier: EMS
- Delivery Time: 15-25 business days after shipping
- Tracking included
Please Note: We ship worldwide except to some Asian countries and remote areas. Delivery times may vary depending on customs processing and local postal services.
Returns & Exchanges
Quick Summary
- 15-day return window from delivery date
- Products must be unused and in original packaging
- Free returns for defective or incorrect items
- Refunds processed within 5-7 business days
Return & Exchange Process
Step 1: Review Eligibility
You may return items within 15 days of delivery if:
- Product is defective or damaged
- Wrong item was shipped
- Item is unopened and in original condition
- All tags and packaging are intact
Step 2: Submit Return Request
Contact our customer care team within the 15-day window using this template:
RETURN REQUEST TEMPLATE
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Please include:
- Full Name
- Order Number
- Product(s) for return (e.g., Baby washes, Anti-wrinkle cream)
- Reason for return
- Preferred solution: Refund / Exchange
- Photos of product (if defective/damaged)
Step 3: Shipping Instructions
Once approved, you’ll receive:
- Pre-paid return label for defective/incorrect items
- Return authorization number
- Shipping instructions
For change-of-mind returns: Customer pays return shipping
Step 4: Processing & Refund
After we receive your return:
- Inspection: 1-2 business days
- Refund processing: 3-5 business days
- Total processing time: 5-7 business days
Refund Information
Refund Timeline
5-7 business days after we receive and inspect your return
Refund Methods
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days to reflect on your statement
- PayPal: 1-3 business days to your PayPal account
Note: Original shipping fees are non-refundable for change-of-mind returns.
Non-Returnable Items
To ensure health and safety, we cannot accept returns for:
- Opened personal care products (Body Washes, Cleansers & Face Wash, Baby skin care)
- Hygiene-sensitive items (Baby wipes & sanitisers, Bathroom Accessories)
- Used beauty products (Beauty Oils, Body scrubs, Day Cream)
- Opened biodegradable bags and cleaning products
Exceptions made for defective products – contact us immediately
Exchanges
We happily exchange items for:
- Different size or variant of the same product
- Equal-value product from our natural collection
Exchange shipping is free for our errors, otherwise customer pays shipping difference.
Need Help?
Our customer care team is here to help with your shipping and return questions.
Email: [email protected]
Address: 1237 Wines Lane, Houston, US 77002