Frequently Asked Questions
We really try to use sustainable packaging as much as possible, so all our boxes are lovely brown recycled cardboard. We also use paper tape to seal them instead of plastic tape, which means you can recycle the whole box. Even our competitor named after a river in South America can’t claim that as they use glass fibre reinforced tape.
Most of our packing material we use is recycled from what suppliers send to us. But we do buy in some recycled paper to fill up the void in boxes, and some bubble-wrap. Sorry, but when sending fragile products, there’s not really any substitute for bubble-wrap. We’ve tried a few, and problems include heavier weight & bulk (which increases postage cost and uses more fossil fuel), opacity (it’s helpful to see roughly what is in the package) and it can be a fiddle to pack. But if it is being reused, bubble-wrap is not “single-use”, so that’s something.
We do not recycle anything that makes a mess when it arrives with you, like shredded paper/cardboard, or polystyrene chips. We are really keen to get the balance right between the least packaging we can get away with, whilst aiming for the parcel to arrive with you looking smart, and most importantly, intact!
Get in touch with us through the contact form, and we will see what we can do. Generally we try to exceed your expectations, so we will try to accommodating. If we have goofed up then the cost of returning is on us, but if you have changed your mind, we think it’s not really fair for us to pay postage (which we subsidise anyway!) But you can check out the formal terms and conditions here.
We do not sell anything that needs to be refrigerated in transit, but we stock some items that the manufacturer has advised should be stored in a refrigerator.
Room temperature for a few days is not going to hurt these products, or affect the best before date, but don’t leave them in the sun, on a windowsill, or near a heat source. We will try to highlight which products need refrigerating with a sticker.
We try REALLY hard to choose products that will only attract positive reviews. In most cases, we have tried them ourselves, or have first-hand feedback from someone who has. We don’t always agree amongst ourselves, and you may see the odd review from staff which is bleugh negative. But on the rare occasions we discover something isn’t liked, we want to know, and will do something about it, like finding an alternative, or simply delisting.
However, we do reserve the right to moderate or delete reviews; and obvious spam or abuse is deleted. But we wouldn’t delete a review just because it is negative. When we edit reviews. we will make that clear and state why we have done so. Reasons could include inappropriate disclosure of personal information, excessive or inappropriate claims about products or health conditions, anything we believe may be problematic for legal or regulatory reasons, promoting other sites or external web links, or related to something other than the quality of the product.
There will be grey areas, such as when reviews refer to previous formulations. Sometimes leaving them up there tells a story that is useful, and on other occasions, they could be misleading if left up. We will try to balance these issues, and generally won’t delete unless there is clear potential to be misleading.
As far as we know the reviews are all real! We don’t currently stop people from leaving a review just because they haven’t bought the product from us, but you can tell from the review whether the system recognises a verified owner that has logged in before reviewing it.
We don’t allow reviews on restricted products only available on the recommendation of a practitioner. This is because the suitability of the product for a particular situation is the responsibility of the practitioner, and the product review may be out of the context of a wider set of recommendations. We could simply allow comments that didn’t refer to its efficacy, but we feel our moderator would have to edit too much out, and the star rating might then not match the text.
We send out review request, usually 30 days after your purchase, offering wonderful prizes to our lovely reviewers. We currently give two prizes each month:
- To the person who in our judgement has made the most in-depth review. This is for someone who has taken the time to write about their experience in a way that is helpful for other customers.
- To the person who has written the most reviews in a month.
Neither of these prizes are anything to do with the positivity or negativity in their reviews. Although it makes us sad when a bad review comes in, we think it’s important to put it up there so future purchasers can have a balanced view, and we may reply to show how seriously we take customer satisfaction.
We aim to be competitive, but we can’t always be the cheapest for everything. It’s tough being a smaller retailer. We don’t have the clout with suppliers to demand huge promotional discounts like some of our larger competitors. So sometimes we won’t match their promotions.
We also have to factor in the cost of postage. Again, as a smaller retailer, our postage costs are higher than others, especially where it comes to heavier items and our low or free shipping cost doesn’t come close to covering our actual cost.
VAT is removed at checkout if you are ordering from a country where we can do that! 😀
Sometimes orders fail because of a mis-spelling, wrong card details, address, or just a bad day at the card processor. Often the system tells you what went wrong and you can try again. But give us a call if you are not sure. Click here to find out how to get back to your order if you can’t find it.
Good question! It’s so that you get the right postage, tax or currency options for your country.