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Frequently Asked Questions | FAQs
FAQs
Shipping & Delivery
We currently ship to the United States and worldwide, except England. In the light of latest global restrictions on shipping as the world copes with Coronavirus (COVID-19), customers residing in French, Malaysia, United State, Australia and Canada may expect potential shipping delays.
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United States Orders
Orders over $50 (inclusive of discounts) qualify for free shipping. For orders under $50 a flat shipping rate of $5.95 will be applied. -
International Orders
Orders over $150 (inclusive of discounts) qualify for free shipping. For orders under $150 a flat shipping rate of $20 will be applied.
Orders are usually shipped out within 3 business days via International Express Mail Service (EMS).
Delivery times are as follows:
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United States & International Orders
- United States and Hawaii - Your order will normally arrive within 7-14 business days.
- Asia - Your order will normally arrive within 5-7 business days.
- Oceania and Europe - Your order will normally arrive within 7-14 business days. -
Hong Kong & Macao Orders
Orders are shipped via SF Express and will normally arrive within 3-5 business days.
Once your order has shipped, you will receive a notification email detailing your order and delivery tracking information. -
International Duties & Taxes
All prices and shipping charges exclude any local customs duties or taxes/VAT. Customs duties and taxes are additional fees charged by local authorities and vary from country to country. Any additional fees incurred are the responsibility of the customer.
Yes, if your order hasn’t been shipped yet, you can change the delivery address and other contact information. You can log in to your Greenvines account and within the order you placed, you can edit the delivery address or contact information. Please note you cannot change or add items to your order. If you experience any problems, please contact us at support@greenvines.com and we will do our best to assist you.
Once your order has shipped, you will receive a confirmation email detailing your order and delivery tracking information. If you haven’t received this email, please check your “spam” or “promotions” folders first. If you haven’t received any email, please contact us at support@greenvines.com.
Returns & Refunds
At this time, we only offer refunds. If you wish to return goods for a refund please send an email tosupport@greenvines.comwith your order number and we will send you information on how to return any unwanted goods or items that were damaged during shipping. Once we have received the returned goods, we will give you a full refund for each of the items returned. Please note that shipping fees are non-refundable. Refunds will be issued via the original payment method used when you placed the order.
At this time, we only offer refunds. If you wish to return goods for a refund please send an email to support@greenvines.com with your order number and we will send you information on how to return any unwanted goods or items damaged during shipping to us.
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Credit Card Payments
Purchases made using credit cards usually take 7 to 14 days before you’ll see the refund in your account. -
PayPal Payments
Purchases made using PayPal will be refunded immediately and a notification will be sent to you.
If your package was damaged during shipment, please save the package and products and contact us as soon as possible at support@greenvines.com
Orders & Payment
We currently accept credit cards and PayPal.
Once your order has been successfully placed, you can’t change or add items to your order. You can only edit the delivery address and contact information or cancel your order before it is shipped. If your order has already been shipped, we’re unable to cancel or make changes to your order.
You can review your order history by logging into your Greenvines account. If you experience any problems please contact us at support@greenvines.com.
If your payment has been declined, you will need to place your order again. We are unable to reinstate an order once payment has been declined.
To ensure payment won’t be declined, please make sure your card details are entered correctly including the 3 digit security code on the back of your card.
If payment is declined, please contact your bank or card provider first to check for any issues. Alternatively, please try paying with another card.
If you are still having problems, please contact our customer care team at support@greenvines.com and we will do our best to assist you.
Account & Emails
Please login into your Greenvines account to access your account dashboard.
1. Click “Account Information” then click “Edit” under your password.
2. Fill in your contact details, enter your current password followed by your new password and click “Save”.
Once your password has been changed, a confirmation email will be sent asking you to confirm your new password. Click the link in the email and you’re all set.
Please go to the account login section of the site and follow the steps below.
1. Click “Forgot your password?”
2. Enter your email address and click “Submit”
3. An email will be sent to you requesting you to change your password.
4. Click the link in the email and set up your new password.
If you've tried all of the above and are still having problems, please contact us at support@greenvines.com and we will do our best to assist you.
Please scroll to the bottom of any page on our website, enter your email address in the box and you will receive a subscription confirmation email. Click “Confirm” in the email and you’re all set.
You can unsubscribe using the link at the bottom of our newsletter, or email your request to support@greenvines.com
When you sign up to our newsletter, you will receive an email to confirm your subscription.
If you have not yet received a subscription confirmation email, please check your “spam” or “promotions” folder, or search "support@greenvines.com" in your mailbox.
If you've tried all of the above and are still having problems, please contact us at support@greenvines.com and we will do our best to assist you.
Product Information
Greenvines packaging can be recycled. Here are some tips on how to dispose of our packaging correctly.
- For glass bottles with glass droppers, please separate the bottle and dropper. The glass bottle and glass tube of the dropper are recyclable and can be placed in a recycling container. However, the silicone rubber and metal ring of the glass dropper are not recyclable. Please dispose of them in your usual garbage container.
- Glass bottles and plastic caps are both 100% recyclable. Please separate them before disposing of them in a recycling container.
- Plastic bottles are 100% recyclable. Please separate the pump (including plastic and metal spring) and bottle before disposing of them in a recycling container.
- Plastic tubes are 100% recyclable. Please separate the tube and cap before disposing of them in a recycling container.
At Greenvines, we aim for all our products to be as natural as possible. Products are generally made from 98.5% - 100% natural ingredients.
When it comes to formulation for skincare, we do not believe in “natural” alone, but have been consistently searching for safety and biocompatibility within. We have worked vigorously to eliminate more than 2900 unnecessary ingredients that could be harmful or unnecessary for your skin and our environment.
Our products are cruelty-free. We do not test any of our products on animals.
All our products are vegan with the exception of our “Know More Scalp Clarifying Shampoo” containing Propolis Extract - which is humanely sourced so that bees are not harmed.
None of our products contain ingredients at levels considered a cause for concern during pregnancy. However, we advise you to always check with your doctor before using any new products while pregnant.
Yes, our products are suitable for all ages, including adults and small children. However, if you have any allergies or skin conditions, you should first consult your doctor or pharmacist.
Yes, you can review the list of ingredients in each of our products on each product page.
Contact Us
If you have additional questions, please contact us at support@greenvines.com and we will do our best to assist you.
Please contact us at support@greenvines.com and include your information and how would you like to collaborate, etc.
Please contact us at support@greenvines.com
Contact address : 1 Beacon Street, Boston MA 02108