If you require help with your order, please contact us and a member of our team will be happy to reply as soon as possible, usually within 48 hours.
We do have a number of questions that are frequently asked however, so please see below for common answers. This may help you resolve a question before contacting us.
I’ve placed an order, but haven’t received a confirmation email?
We will always automatically send a confirmation email when your order is placed. If you have not received this, we recommend you also check your junk emails. If it still can not be located, it is possible there was an error when entering your email address at checkout. Please contact us with your delivery postcode from the email address added to the order so that we can investigate.
Can I change the delivery address on my order?
We can change the delivery address on your order providing the order has not yet been shipped. Once the order has been shipped and you have received a confirmation email, the delivery address cannot be changed. Please contact us if you wish to change the delivery address.
What expiry date can I expect on the items included in my order?
We do not offer a minimum expiry date on products, but will do our best to ensure it is as long as possible. If you are unhappy with an expiry date, you can return the product for a refund or a resend.
Can I collect my order instead of delivery?
As we are online only, we do not have a collection process.
I placed my order but forgot to add an item, can I add this to my order?
We unfortunately cannot add, remove, or change items once your order has been placed. We also do not offer substitute items.
Do you offer wholesale or trade accounts?
As we are a retailer and not a wholesaler, the prices on our website are already the best and lowest price we can offer. Due to this, we do not offer trade of wholesale accounts. For wholesale enquiries, please contact Brand Organic (http://www.brandorganic.co.uk/contact)
My parcel says it has been delivered, but I have not received it?
If your order is showing as delivered but you have not received it, this may be for a number of reasons.
Please check your tracking number on the courier website to make sure this has not been returned to the depot if you were not home. If this is the case you will be able to re-arrange delivery directly with the courier. If your parcel has not been returned to the depot, we ask that you please check all potential drop-off points, including safe places and/or neighbours. If you still cannot locate the parcel, please contact us as we investigate this further with the relevant courier.
My order has been shipped, but the tracking isn’t recognised?
It can often take 12-24 hours for couriers to update their tracking, particularly at busy periods such as Christmas.