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Help Topics
Orders
Accounts & Payments
Returns & Refunds
Delivery
Orders
Track your order
Live tracking of orders is currently unavailable on the website. Order updates are updated through registered email or can be viewed through the website by logging in to your account.
Cancel an Order
Log in to your account - go to ‘Account’ dashboard – select ‘Purchase History’ – select the order you wish to cancel by clicking on ‘View order details’ – click on ‘Cancel Order’ & follow the procedure to cancel an order. Your refund will be initiated as soon as our Customer Service team receives your Cancel request. We will issue a refund onto the original mode of payment which will be processed within 5 to 10 business days depending on the issuing bank of the credit card. You can also opt for a store credit option during cancellation, which will be issued as a redeemable coupon code. Your order can be canceled any time before the order has been dispatched from our warehouse. Please note that a delivery charge of AED 30 will be deducted from you if your revised order amount after cancellation goes below AED 100. You will receive your updated invoice via your registered email.
Edit Order
Once an order is placed, it cannot be edited. If you wish to make any modifications to your order, kindly place another order or cancel the order placed and create a new order. If you wish to cancel any item purchased, log in to your account - go to ‘Account’ dashboard – select ‘Purchase History’ – select the order you wish to cancel by clicking on ‘View order details’ – select the product you wish to cancel and click on ‘Cancel’ & follow the procedure to cancel.
Canceled or Restricted Orders
We reserve the right to cancel any order you place with us. We may, at our sole discretion, cancel or restrict the quantities purchased per person or order. We reserve the right to cancel orders and refund customers' money because of pricing errors (or for any reason). These restrictions may include orders placed by or under the same customer account, or the same credit card. If we cancel an order, we may attempt to notify you by contacting the e-mail or phone number provided at the time the order was made.
Delayed Orders or Lack of Delivery Information
Once the order has been placed, we will provide you with a delivery time frame. We will strive to deliver your order within the window provided. Please note that this is subject to change and is for guidance only. We also require the customer to understand the following: It is the customer’s responsibility to maintain the confidentiality of the account & to provide the correct details for the delivery of the order. If any issues arise it is your responsibility to also inform us at the appropriate time and to make alternate delivery arrangements. Additional fees (starting from AED30) may apply to deliveries complicated by lack of adequate access. We are entitled to cancel the delivery, change the delivery fee (if applicable) or reschedule delivery in case of lack of proper information, customer not available at the collection time, or no response from the customer’s side.
Missing or Damaged Items
If there are any faults or missing items, you must inform us as soon as possible. In case of faulty products, any damaged item should not be thrown away. To raise a Return or Replace Request: Kindly log into your account- go to ‘Account’ dashboard – select ‘Purchase History’ – select the order - click ‘Return’ or ‘Replace’ against the product- fill in necessary details, attach photo as proof of the damage and send it to us. We will inspect the issue and get back to you.
Order Not Received
Once the order has been placed, we will provide you with a delivery time frame. We will strive to deliver your order within the window provided. Please note that this is subject to change and is for guidance only. Our team will contact you in case of any delays via registered email or phone number registered with us. If there is no information from our end and the estimate delivery period is over, kindly contact our team to check the status of the order and to arrange delivery at the earliest.
Update Address
To update address, you can log in to your account – select ‘Account’ dashboard –then select ‘Your Addresses’ – you can edit existing addresses or create a new one. Please note to remove old unwanted addresses to avoid any wrong address deliveries.
Edible Print
Kindly attach high-resolution image, along with other necessary details - dimension, text to be added, text size & color (if required). Also, mention the estimate delivery date you wish to receive the print to avoid any delays. Check the design shared by our designer thoroughly before confirming, changes will not be accepted after the design is printed. Preferable format: Print without editing - pdf, print with editing - jpeg. Available in Mini-round 2" (12 rounds), Round 7.5", A4 (7.5"x10") and A3 (11.5"x16") sizes. Products used: Kopykake frosting sheets (sugar sheet) & Kopykake edible inks. Check our Instagram account greens_intl edible print highlights for more information and techniques for removing from the backing paper. Please except slight colour variations, since the colours used for printing is edible. Orders for edible prints placed through our online website on Sundays will not be processed for delivery on Mondays. Orders placed for Edible Print after 04:00 pm, will not be available for delivery the following day.
Third Party Delivery
For goods being delivered by a third-party shipping agent, the shipping agent must have the original receipt(s) and thoroughly check and acknowledge the condition of all items. Greens International is not responsible for any damages incurred after goods are checked and the acceptance documents are signed. For goods being shipped to a non-UAE address, you are responsible for all shipping arrangements and providing all necessary paperwork to the shipping agent in advance. Please consult an associate for further details.
Pick up & Delivery Changes
Kindly contact our team at the earliest, if you wish to change your selected delivery option. Once the order is out for delivery, it cannot be modified to store pickup. And for store pickup orders, kindly contact our team to arrange delivery with the next delivery schedule available. Please note, delivery charges might be applicable if order is below AED 100.
