How quickly will you dispatch my order?
What is your cut off point for same day dispatch?
When will you be able to reply to my email?
How do I track my order?
My tracking number doesn’t work, how can I track it in my country?
How do you pack your products for shipping?
What else is included inside my delivery package?
Do you label all the products inside the packet?
Do I have to sign for my parcel when I receive it?
How much is it if I buy ‘X’ amount of product?
Do you sell “X” product?
Where are you based? Can I collect my order instead?
My order seems to be delayed in the courier network, do you know where it is?
I think I provided an incorrect delivery address?
How quickly will you dispatch my order?
Orders are dispatched Monday to Friday, unless otherwise stated on our site. Your order will be dispatched once we have received cleared payment for your order. We presently use overnight / next working day (aim) courier services, therefore in normal circumstances you will receive your order the next day if you have placed your order before the cut off point on a working day. The courier service does sometimes deliver at the weekend too – please check the tracking to see when your estimate may be.
What is your cut off point for same day dispatch?
Any orders received with a cleared payment before 15:00 GMT will be dispatched the same day. Your order will only be dispatched once we have received cleared payment via card or bank transfer for your order. Any orders with payment received after 15:00 GMT on Friday will be dispatched on the following Monday, or next available working day.
If for any reason it is not possible to dispatch your order on time as normal on the same day, we will contact you with relevant advice.
If your order is of a time-sensitive or urgent nature, we advise leaving plenty of time before the cut off point so that you can avoid any potential disappointment – this applies more during periods of seasonal increase, such as Black Friday, or following holiday periods where there is a backlog to process.
In some circumstances (e.g. large or complex order) we may require an additional day of processing to allow for courier collection or to arrange splitting the order into more than one box, but in the far majority of orders we dispatch the same day. Please get in touch using the contact tab above if you need to find out more information relating to delivery times and methods.
When will you be able to reply to my email?
Our business hours are Monday – Friday 10:00 to 18:00 GMT, unless otherwise specified on one of our site updates. Please check the site updates to see if there is a store holiday period or bank holiday which may disrupt normal response times. We endeavour to respond to customer inquiries within 24 hours of receiving email, although you’ll most likely receive a same day response during business hours.
Not receiving any email from us? Please add our email to your address book to ensure that you receive our emails.
Please also check your junk / spam mail box as your mail provider may have diverted it automatically.
How do I track my order?
Please ensure that you enter a valid mobile phone number at the checkout – our courier service will send you sms text message updates which will keep you informed of the item’s progress and delivery estimate.
If you haven’t received any communication after successfully placed an order, you may have incorrectly entered your details at the checkout. We will be happy to help you out if this happens – just get in touch using by replying to your order confirmation email, or by using the contact box on our site.
How do you pack your products for shipping?
Where relevant, all products are measured into individual resealable foil lined bags and then labeled with our store’s branding with an additional label applied so that you can identify the product variation. They are then shipped in a standard bubble-pack envelope or appropriately sized delivery box for the size of your order.
Our product packaging is designed to shield your products against moisture and adverse temperature changes whilst in transit and to help keep your goods in good condition for their purpose.
What else is included inside my delivery package?
To save paper, we do not include any printouts such as invoices or packing slips inside your order. Your box will therefore only include items and / or product packets.
Do you label all the products inside the packet?
Our labelling is professionally designed in order for you to be able to easily identify the product.
Do I have to sign for my parcel when I receive it?
If your order has been sent via a trackable courier method, under normal circumstances, you do not need to sign for your parcel before receiving it. A re-delivery or collection may be necessary if no access to the property due to gates or closed boundaries.
How much is it if I buy ‘X’ amount of this product?
Why not just add that much to your shopping cart? You will then see the full price on screen. If you change your mind and you don’t want that much, you can delete it from your cart afterward.
Do you sell “X” type of product?
If you do not see it listed on our online shop, then we currently do not sell it. We are expanding our range of natural eco-conscious products and accessories all the time. We would love to hear from you if want to suggest us to stock a certain product, accessory or any different types of products.
Where are you based? Can I collect my order instead?
We only send our orders via courier services based in the United Kingdom, we do not offer customer collection or mail by hand.
My order seems to be delayed in the courier network, do you know where it is?
Once we have dispatched your order and placed it in the courier’s system your order is marked as complete. You should then receive an automated email advising you of this. If there are any service disruptions we may either post these on our ‘site updates’ available to view on our homepage, or we may contact you directly via email with further information.
Whilst delays are rare, they appear to be more likely during seasonal increases in volume, or during inclement episodes of weather.
Please check the status of your order using your tracking reference number and the relevant courier’s tracking website to obtain further information regarding the location of the item. If there’s any issue please contact us first via email or using the contact form on the site and we’ll be happy to investigate it for you.
I think I provided an incorrect delivery address?
If as a result of customer error (for example not inputting a valid delivery address) which later causes the item to not be delivered and / or delayed, then subsequently returned to us we can offer to:
1) Offer to re-ship the item again following payment of the appropriate shipping charge.
2) Offer to refund the cost of the items orders less the cost of the shipping charge and less applicable merchant processor fees.
Please note that the options above do not apply if the goods experience damage whilst in transit.
For this reason we strongly advise to check your delivery address after placing your order. If you suspect that the address has not been supplied to us correctly you must contact us immediately.