Frequently Asked Questions

Items are shipped from our warehouse in Hanoi, Vietnam within 1-2 business days of your order being placed.

Delivery in the inner Hanoi takes place within 1-2 business days for ground shipping. The suburbs deliveries will arrive 3-5 days. Free shipping applies to on orders over 1.000.000 VND.

International orders are usually 7-10 business days. Duties are not included. It is the customers responsibility to pay for import duties or any local taxes.

If your product was sold out when you ordered, the button on the website says "pre-order" instead of "buy now". In this case, the product is on backorder and will typically ship within 4-6 weeks.

Customer is responsible for the re-route fee if delivery address needs adjustment. There is no guarantee we are able to adjust orders once en route.

What is your return policy? (effective November 17, 2021)

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We want you to enjoy your product as much as we enjoy upcycling ocean bound plastic. If you decide that you don’t love our GLI product, you may return your purchase within the first 14 days of receiving your product.

Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, or scratched may be denied a return. Please return items with all accessories and packaging. If you do not, we may either deny the return, or allow a return with a nonrefundable deduction on your refund for the missing items.

If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased.

Please note that you are unable to return merchandise obtained from a retailer other than www... Please return the product to the original retailer.

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How do I make a return? 

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To initiate your return, please follow these steps:

• Email Customer Support at help.greenleaff@gmail.com with your order details and the reason for return.

• Then our Customer Support team will provide you with an option to return the product at your expense or donate the item to the local charity of your choice. Proof of donation from a recognized charitable organization will be required before a refund is issued. 

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What should I do if my product arrives damaged or defective?

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If your product arrives with a manufacturing defect, we will gladly send you a replacement. Please contact Customer Support at help.greenleaff@gmail.com with a brief description of the problem and picture of the defect - we will assist you with replacing your product. 

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What if I receive a product that isn’t what I ordered? 

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Don't worries - we’ll replace it with the correct product you ordered. Please keep the order in the original packaging and email our Customer Support team at help.greenleaff@gmail.com. 

Our Customer Support may ask you to provide visual evidence (e.g photo, video) of the products to expedite the process.

We do not accept returns that are:

• Obtained from a source other than Green Leaf Infinity website.

• Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

• Damaged by misuse or activities other than the intended purpose.

 

When will I receive my refund?

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Your refund will be processed as soon as the product is received by our Quality Assurance team who confirms it fits within our Return Policy.

If you request a refund, the purchase price will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets the conditions above. 

Once the return has been approved, it typically takes 1-2 business days for the refund to be made to your original payment method.

Internet banking: You will typically see the funds in your account within 1 business day of the refund being initiated.

Credit/Debit card: It may take up to 10 business days for the refund to arrive in your account, depending on the card provider.

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Do you offer repairs? 

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We do not offer repairs. If you have a concern regarding a defective product, please email Customer Support with photos of your concern and we will do our best to address your concern and ensure you are happy with your outcome! 

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Can I exchange my order?

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We are unable to exchange the products you ordered online at the moment. However, you can return the unwanted product(s) for a refund and then place a new order.

We process credit card payments on our website. You will see the payment appear on your next credit card statement or on your online banking within 3 days maximum.

It is company policy to only allow one discount per order. If there is a site-wide promotion, other coupon codes will be disabled. Coupon codes will also be disabled for any product on promotional strike-through pricing.

Any order over 10 items - please email greenleaf.infinity@gmail.com as these are considered bulk orders.