We hope our FAQ's will answer any questions you may have, but please feel free to get in touch if you have any other questions.
Delivery
Will my order arrive in one package?
At the Good Energy Shop, we work with a number of different suppliers to bring you what we think are the best products around to help you reduce your carbon footprint. Some items are dispatched directly from the supplier, so please be aware that your order may arrive in more than one package. We will let you know at checkout how many packages you should expect to receive, along with a delivery time estimate. Where you are ordering multiple products from the same supplier, your items will always be dispatched in one package to keep packaging and delivery mileage to a minimum.
When will my order arrive?
In most cases, where orders are placed before 3pm, we will deliver next day. However, please allow up to 3 working days in case of any unforeseen delays. Where your items are dispatched directly our suppliers' delivery times may vary. You will be able to see an estimation of delivery time and costs on the product information page and also at checkout.
Delivery Costs
Where your items are dispatched from different suppliers, a separate delivery fee may be charged. You can find the charge by adding the item to your basket. If you order a product that is delivered from us, you will be charged £3.95 for delivery.
Can you deliver my order to my work address?
Yes - at check out you can choose where you would like you order delivered to.
Can I buy goods for delivery outside the UK?
We can currently only deliver to mainland UK.
Refund and Returns Policy
If you need to return an item for any reason, you must inform Good Energy Shop so that we can refund your money and authorise the return. Please call us on 0845 456 1640, you will need your order number handy.
Please note - if you would like to return more than 1 item, please check where to return each item to. If your items arrived in separate packages it is likely that they were dispatched directly from the supplier, and must be returned to that supplier as well.
We recommend that you use Recorded Delivery, as Good Energy Shop or our suppliers cannot be responsible for items that go missing in the post.
Cancelling your order - our no Quibbles Guarantee
We want you to be delighted every time you shop with us. Our "no quibbles" guarantee means that if for any reason you are unhappy with the goods purchased - or simply change your mind - you may cancel your order and return the goods within 7 working days from receipt of the goods and you will receive a refund within 30 days of the supplier receiving the returned goods.
It is your responsibility to take care of the goods, they must be returned to us in a NEW, UNUSED and UNDAMAGED condition at your own cost for postage/packaging and insurance.
If your item is faulty or incorrect
If incorrect or faulty goods are supplied, we will of course either send a replacement or give a full refund - which ever you prefer. Faulty goods claims must be made within 7 days of delivery of the item. Refunds will be made within a maximum of 30 days of your notification email. The supplier will refund your postage.
Using the Good Energy Shop
How do I navigate around the house?
We came up with our ‘explore the Good Energy house' product search as we thought it would be a really fun way to find products that will help you reduce your impact on climate change. Simply roll your mouse over the area and select your room/ category to zoom-in to see the details of what is on offer. You can zoom out or move between rooms using the ‘Explore' button at the bottom of the screen.
We realise that this kind of navigation isn't for everyone, so you can also see our products by clicking on the ‘Product Index' button.
I don't get to explore the house, as I have seen on other computers
This is probably because your computer does not have a flash player installed, or your version is over 2 years old. The website has been cleverly designed so that you will see a simpler site if you don't have the right flash player. Click here to download or upgrade your flash player for free.
Do I get confirmation of my order?
Yes! You should recieve a confirmation email soon after placing your order. Please allow up to 1 hour for this to come through.
I don't want to receive any junk mail
Don't worry, we only send our customers information they request, and we will never pass on your details to any other companies (other than to our suppliers so they can send you your order!)
Can I call Goodenergyshop.co.uk.com to place an order?
Currently, orders can only be placed with Goodenergyshop.co.uk website. Part of the Good Energy Shop ethos is that every product we sell has been tried and tested by our experts, staff and in time by you, our customers. We hope that reading about other peoples first hand experiences with the products will be really useful to you. Of course, we are here to help though, so please give us a call if you get stuck!
How can I pay?
We currently accept Visa/Visa Electron/MasterCard/Solo/Debit and Switch.
We do not accept Amex or credit cards issued outside the UK.
We do not unfortunately accept cheques.
If I've placed an order on your site, can I amend it later?
We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible. If you're order has already begun to be processed then you will not be able to amend your order.
What happens if the item is out of stock?
In the unlikely event that the item you have ordered is out of stock, we will contact you to let you know. You will be able to choose if you would like to wait until the item is in stock, or cancel the order. If you cancel, we will refund your card as soon as possible. Please allow up to 10 working days for the money to clear in your account.
Can I recycle my electrical items?
Yes! Have a look at ‘What is WEEE' below.
What is WEEE?
WEEE stands for a regulation called the Waste Electronic and Electrical Equipment (WEEE) Directive. Since the beginning of 2007, all electronic and electrical equipment has to have a symbol on it to indicate that it is covered by the WEEE directive. So the manufacturers get the symbol onto the product and then it is over to us, as a distributor, to take back the product at the end of its life and make sure that it is recycled and treated correctly.
We do our bit in the office to reuse and recycle what we can but we could never boast to be a recycling company. However, we know someone who can .... so when an electrical or electronic product bought from Good Energy Shop finally packs up, please take the equipment to a specialist facility that will use the parts where possible and do the responsible thing. To find out the nearest facility to you, check out this website:
http://www.recycle-more.co.uk/
Security
Keeping your details secure is our top priority, so we've chosen the best possible protection on the internet. Our ‘secure socket layer' (SSL) software encrypts all your personal information including credit or debit card number and name and address. This means that the information you type in is converted into bits of code and then securely transmitted. Anyone "listening" to traffic en route will be able to make no sense of the number. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.
Furthermore, as required by Data Protection legislation, we adhere to strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access.
In the unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges or may limit your liability to just £50.00.