F.A.Q

About Us

 

Where is the company based?

Our company is based in the North East of England on the outskirts of the old market town of Morpeth in the Northumberland countryside.

Do you have a retail store?

Original Green does have a retail store based at Longhirst Hall Golf Course in Northumberland.

Do you sell men and women’s clothes?

Original Green currently sell men’s golf and fashion clothing at the moment but we may stock women’s clothing in the future, however if you visit instore we do stock limited womens clothing and have the ability to order in the items you require.

 

Contacting Original Green

Can I contact you over the phone?

We do have a contact number if you do need to get in touch by phone. The number is displayed on the website home page. However, we do ask you contact us via email first as the phone line can be extremely busy and we can normally access emails wherever we are, making it easier for you to contact us.

What email address should I use to contact you?

info@originalgreen.co.uk is the contact email address for general enquires about the website itself or product information. If you need to contact us regarding an order we ask you contact us on customerservice@originalgreen.co.uk.

What is your postal address?

Original Green Ltd
Longhirst Hall Golf Club,
Longhirst,
Morpeth,
Northumberland
NE61 3LL

 

Delivery

How long will it take to deliver an order?

It usually takes 2-3 working days for a delivery to be made unless you have opted for next day delivery. Delivery times may vary if Royal Mail are experiencing busy periods or problems. Original Green take no responsibility for this.

How much does delivery cost?

Delivery (Postage) costs can be found in the Delivery Information section of our website.

Can I track an item?

We do not offer a tracked service at the moment unless you opt for express delivery.

How do I know when my item has dispatched?

We will send you an email telling you your order has dispatched. If only part of your order is available we will contact you before dispatching your order and explain the situation.

What courier do Original Green use?

Original Green currently use Royal Mail delivery service, normally for small parcels and UPS delivery service for larger parcels.

Can someone else sign for my delivery?

If you aren’t available Royal Mail/UPS will perhaps let someone else sign for your delivery, however that is at the discretion of the driver and the company policy.

Can I change or use another delivery address?

Yes if you wish to have a different delivery address to your billing address there is an option to do so in the checkout process.

Which countries do you deliver to?

We deliver to the UK, Europe and Worldwide (some countries may be excluded). This information can be found in the Delivery Information section of the checkout page along with pricing. If you are unsure if we will deliver to your country, please send us an email on info@originalgreen.co.uk.

What if I am out when you deliver?

It is up to the policy of the company and discretion of the delivery drivers as to what they will do with your parcel if you are out when it is delivered. Sometimes the parcel may be left with a neighbour, in other cases it may be sent to a nearby Post Office or Sorting Office to collect, or perhaps scheduled for another delivery.

Payments

Is it safe to order online?

We use Sage Pay payment gateway to guarantee payment is processed securely. We feel that using such a well know security company is better for your peace of mind as data security of credit/debit information is extremely important to us.

Which payment methods do you accept?

We accept a number of payment methods. These can be seen on the bottom of our Home Page.

When will my card be charged for my order?

Once your order is processed, your card details will be sent to Sage Pay and they will take care of the payment. Usually this process is done quickly, although in some occasions it may take a little longer. We ask for your patience and we will aim to keep you up to date if there are any problems whilst processing your order. Once payment is accepted we will get your parcel ready for dispatch.

Products

Are all your products genuine?

We guarantee our stock is from the company stated on the label and that all the stock is genuine. We pride ourselves in creating relationships with these renowned companies and wish to continue offering you quality products from quality designers.

Do you have more sizes available?

It is possible we may have more sizes available or products being delivered to us in a short space of time. If your size isn’t available we ask for you to email us at info@originalgreen.co.uk, stating which product you are interested in and what size you require and we will look in to whether or not we can provide that size. If we can’t provide it in a certain product we may offer an alternative option.

We stress that Original Green has an ever changing product range and we do try and keep our product information and stock information up to date. This does mean that some products sell out quickly in popular sizes so we ask you to keep looking at our site and our product range so you are not disappointed.

Will you be getting more?

In some cases our products are sold all year round so as long as the company is able to provide us with more stock then we are able to get more in. However, some of our stock is seasonal and only certain amounts of stock and sizes are available. We suggest if you see something you like you don’t hesitate to buy!

Can I get more information on a product?

Yes, if you require more product information email us at info@originalgreen.co.uk and we will do our best to answer any questions regarding product information.

The item I bought is now in the sale, can I get refunded the difference?

Unfortunately we cannot offer the refunded amount if your items are in the sale. However, because our products are often changing we cannot guarantee any of the products you want will be in the sale and at the size you require, so items you hold out for in the sales may not be available. We recommend you buy the product when you visit our site to avoid disappointment, as it may not be around for long!

 

Your order

How to order?

The order process is relatively quick and simple. If you click the checkout icon it will take you through your order process from requiring your details and payment methods to confirming the order is correct. Once your order is complete we will then look over your order and get it ready for you once your payment is accepted. If there are any problems with your order we will contact you on the email address you provided during the order process. Our new website also has a 'Checkout with Paypal' button which will allow you to quickly purchase items via Paypal.

How do I check if an item is in stock?

It will usually state if your product is in stock on the product page. In the event an item is out of stock you can email us to see whether we will be getting anymore in. If there are few items left and two orders for one remaining product are taken, then we will inform you if the product is no longer available and offer you an alternative. In some cases the stock may not update immediately and unfortunately may cause orders to go through even if the product is no longer available. We apologise for the incovenience this may cause.

How will I know if my order is successful?

We will confirm your order via an email. You will also receive an email when the order is being dispatched.

Can I change/cancel my order?

It is possible to change or cancel your order but you must do this before your order has been sent for dispatch. If you have already been charged for your order but want to cancel it, then we will organise a refund for you.

Can I use a promotional code more than once?

Unfortunately promotional codes can only be used once. However, we will run promotions from time to time so keep informed by signing up to our newsletter by ‘Becoming a member’ of Original Green.

I forgot to use my discount code, can I get the discount refunded?

You can’t use your discount code once you have completed your order information. But if you would like to use it the next time you order from us, the promotional codes run for a certain period of time so just check the dates and we will happily accept it next time.

Where is my order?

Orders can sometimes take longer than the stated delivery times. This is unfortunately not in our control, as we use Royal Mail delivery, sometimes orders can take a few extra days. UPS are normally pretty confident with their delivery times, although again from time to time may experience problems out of our control. If you have not received your order within 5 days of its dispatch, please contact us and we will look in to what has happened to it.

Is there a gift wrap option available?

There currently is not a gift wrap option available at Original Green but we may change this in the future.

You haven’t replied to my query?

It may be that we have a high number of queries at the same time or are busy trying to talk to other companies regarding queries. We ask for you to be patient and we will aim to get your query answered as quickly as we can. As we are a small company with few staff, it is sometimes hard for us to answer within an hour of your query. But we usually aim to answer your query during the same day it was sent, as long as it is sent within office hours.

Our office opening hours are Monday - Saturday 9am-5pm.

My order contains a faulty item?

In the unlikely event your order has a fault (which is defined in the Terms and Conditions section) we will replace your product and refund the delivery charges applicable.

You have sent me a wrong item?

If we have sent the wrong item in the post to you, please contact us and we will rectify it immediately. It may be the case that we contact you via email or phone to discuss this in more detail.

Part of my order is missing?

If part of your order is missing from your package, we ask you check your email to see whether we contacted you to say one or more of the products are unavailable. If you haven’t received an email, please contact us at customerservice@originalgreen.co.uk stating your order number and we will immediately look in to why the product is missing.

 

Returns

How do I return an Item?

Our Returns Policy states how to return an item if it is unsuitable. This section of website explains how to return the item, in what condition it must be in to return it, any charges and where to send the item back to.

How long does it normally take to process a return?

It usually takes a few days to process a return, depending on how long it takes to get back to us. Sometimes, it may take longer but if you are unsure if it is being processed, feel free to email us at customerservice@originalgreen.co.uk with your order number and we will let you know which stage we are at.

How long before I get a refund?

As we use an outside payment company to deal with order payments we can’t state exactly how long it will be to get a refund. On average it may take 3 or 4 working days for the money to be refunded to your account, although it is often a lot quicker than this.

Who pays for return postage?

You have to pay for return postage but if you are asking for an exchange or the product is faulty we will refund the delivery charge. More information can be found in the Returns Policy section of our website.

Can you confirm you received my return?

We will send you an email when we have received the item you have returned to say it has arrived. It may take a few days depending on how it was returned to us, so please keep checking your emails. We suggest you send returns back via some sort of insured postage as you are responsible for the item/s until we get them back at our returns department. It is also sensible to keep your postage receipt.

Why have you not refunded my delivery charge?

It is at our discretion to refund the delivery charge. If there is a problem with your order that is down to Original Green’s mistake then delivery charges are refunded. However, delivery charges are not always refunded in other circumstances, for example if you are requiring a refund, the full amount will be refunded minus your original delivery charge. For more information visit the Returns Policy.

You have refunded me the wrong amount?

If we have refunded the incorrect amount there may be some explanation or reason for doing so. We ask that you contact us via customerservice@originalgreen.co.uk with your order number and we will explain why this is so or correct the amount if it should be corrected.