How sustainable is your packaging?ChristopherWe really try to use sustainable packaging as far as practicable, so we use recycled cardboard boxes and packing material.When sending fragile products, there's not really any substitute for bubble-wrap. We buy some in, but also we use plastic packaging that we can recycle from things we, or other people get sent.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 more importantly, intact!Do let us know how happy you are with your parcel on our feedback form!
Frequently Asked Questions
Are those reviews for real?ChristopherAs far as we know! 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.We do moderate reviews. This means obvious spam or abuse is deleted; but we wouldn't delete a review just because it is negative.We may edit reviews, but will state when we have done so if we have not agreed changes with the author. 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, or external web links.
Are you bribing reviewers with chocolate?ChristopherIt is true that we give delicious organic chocolate truffles to our lovely reviewers. We currently give two prizes each month, and these are announced on social media. We give chocolate:
- 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.
How come there are so many positive reviews?ChristopherGood question. 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.
How to retrieve an order that has failed or disappearedChristopherSometimes 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.
What does International shipping cost?ChristopherFor countries we ship to, international shipping varies by parcel weight. But it starts at just £4.95 for Europe. We don't currently give prices for parcels over 2kg as they can be very expensive to some countries. If you are interested, contact us for a quote. In many cases you will find it cheaper to split your order into two.We ship to very few countries other than Europe. The system won't let you order if it's not set up. We definitely don't ship to North America (sorry folks, it's to do with regulatory and legal risk, as well as insurance limitations) Australia, New Zealand or UAE, but we are prepared to look at adding other countries by request.We aim for same day dispatch for orders received before 12:00pm GMT/BST, but usually it's 3:15pm. However we really cannot guarantee that, because we may have a sudden rush and carriers vary.
What does UK shipping cost?We try to keep it simple, so whatever you buy for delivery to the UK, the delivery price is the same, a flat £2.95 for STANDARD shipping (3-5 days), or FREE if you spend over £30. You can upgrade to FAST shipping (usually next day) for £3.95, and it's free on orders over £75.If speed is really important to you, you can upgrade to SUPER FAST shipping (by 1pm next day), which is Special Delivery or equivalent with another carrier.We aim for same day dispatch for orders received before 12:00pm, but usually it's 3:15pm. However we cannot guarantee that, because we may have a sudden rush.