Questions

At Green Spot, we are committed to customer satisfaction and the best possible shopping experience. If you have a problem with your order, whether related to shipping, products or anything else, you can get support as follows:

1. Contact customer service

• Live chat: Use the live chat icon on our website to reach our customer service team and get immediate support.
• Email: Send a message to [email protected] including your order number, a detailed description of the problem, and any supporting photos or documents if needed.

2. Create a support ticket via chat

1. Open the chat icon in the bottom right corner of the page.
2. Choose "Create a ticket" to open the form.
3. Fill in the form: your email address, a description of the problem, your order number if the complaint concerns a specific order, and the problem type from the drop-down list.
4. Click "Send". Our support team will review your ticket and reply as soon as possible.

3. Follow up on your complaint

• The support team will review the issue and contact you by email or phone with a suitable solution.
• You can follow up on the status of your complaint by email or live chat.

How long does it take to get a reply?

We aim to reply to all complaints within 2 to 3 business days.

Can I follow up on my complaint by phone?

Yes, you can call customer service on the number listed on our website.

Tips:

• Provide complete and accurate details when reporting the problem to speed up processing.
• Keep all correspondence related to the complaint until it is resolved.

We are here to help, so do not hesitate to contact us if you have any problem.

Refunds are returned to your original payment method within 7 to 14 business days, although the timing may vary depending on your bank and card type. Please check your email for a confirmation that the refund has been issued.

We apologize for any inconvenience caused by defective products and aim to resolve your issue quickly. Food and chilled products are eligible for replacement or refund only if they are defective or damaged in shipping, and the issue must be reported within 48 hours of receipt with photos. Non-food products are eligible within 7 days of receipt if unopened. To replace a defective product, follow these steps:

1. Contact customer service: Send an email to [email protected] with your order number, a description of the problem, and clear photos of the defective product.
2. Review: Our team will review the issue and contact you to confirm the defect. You will then receive an email with return instructions.
3. Return the product: Send the defective product back to our address using the shipping instructions provided, and pack it well to avoid further damage.
4. Receive the replacement: After we receive the defective product, we will send you a replacement at no extra cost and email you the shipping confirmation.

Can I exchange the product for a different one?

Replacement is for the same defective product only. If you would like a different product, you can request a refund and purchase the product you want. Refunds are processed within 7 to 14 business days.

Who pays for shipping?

For defective or non-conforming products, Green Spot covers the shipping cost of the replacement.

Tips:

• Provide complete and accurate details when reporting the problem to speed up the replacement.
• Keep the shipping receipt as proof until you are sure the product has been received.

If you need to modify your order (for example, changing the address or the product quantities), you can do so before it is handed over to the shipping company by following these steps:

1. Contact customer service: Send an email to [email protected] with your order number and the changes you need.
2. Review: Our customer service team will review your request and confirm that the change is possible before the order is handed over to the shipping company.
3. Confirmation: You will receive an email confirming the changes made to your order.

Can I modify my order after it has been handed over to the shipping company?

Unfortunately, the order cannot be modified once it has been handed over to the shipping company. You can return it after receipt in accordance with our return policy.

Are there any extra fees for modifying an order?

There are no extra fees for modifying an order before it is handed over to the shipping company.

You can confirm the expected delivery date and track your order as follows:

1. Go to your profile and choose "View more".
2. Tap the order you want.
3. Choose "Track order" to open the tracking page for your order.

You can track the order once its status changes to "Ready".

You can also track your order on the shipping company's website using the tracking number sent to your email:

1. Visit the shipping company's website: Go to the website listed in your confirmation email.
2. Enter the tracking number: Type the tracking number in the field provided.
3. Check the order status: You will see the order status, the estimated delivery time, and the current location of your parcel.

What if I did not receive a tracking number?

Check your spam folder. If you cannot find it, contact customer service at [email protected].

Can I change the delivery address?

The address cannot be changed once the order has been handed over to the shipping company. Contact customer service to learn about the available options.