Where do your products come from?
We source our ingredients from approved suppliers all over the world. Some products arrive with us by sea and some by road.
We work very closely with our suppliers when sourcing ingredients so we can be confident our products have come from a responsible supply chain (which means our suppliers are committed to fair social and environmental standards).
What’s different about your ingredients?
We believe there's no compromise when it comes to good quality products and we’re committed to offering our customers the finest quality ingredients that have been responsibly sourced from approved suppliers.
We take great care to select only the best quality products and our ingredients are always non-irradiated, GM free and do not contain any unnecessary additives (such as colourings). We don’t just stop there though as our suppliers go through a rigorous process for approval and are always certified to specific standards, so you can be confident the ingredients you buy have come from a responsible supply chain.
If you do find a cheaper product with another supplier, it may not be a direct comparison to ours so we would urge you to check the quality of the product rather than purchasing based on price alone. If you’d like to talk about a product you’ve found, pop an email over to our team via email@example.com
Are your ingredients Organic?
We offer a wide range of organic ingredients that have been certified by a UK body who audit our business annually to ensure our products and processes meet their standards. Our organic items can be recognised easily as they each have ‘organic’ in the product name. Though our other non-organic ingredients are not certified organic, we take great care to ensure these product comply with EU regulations on pesticides and MRLs (maximum residue levels). Where possible we also source wild crafted ingredients.
What does wild crafted mean?
Wild crafted refers to ingredients which have not been cultivated and have instead grown naturally before being harvested.
Why are your products packaged in plastic?
We’ve spent a long time researching alternative packaging types, but as yet are unable to find a compostable or biodegradable solution that is suitable for our product range. This is due to the shelf life of our ingredients (most commonly 24 months) which far outlives the life of any compostable or biodegradable materials.
Though made of plastic, our pouches are recyclable (code 4) and can be widely recycled with plastic carrier bags at supermarkets or waste recycling centres. We’re committed to becoming a more sustainable business and we will transition to alternative packaging solutions as improved materials become available.
Where can I find information on how to use your ingredients?
If you’re looking for inspiration on how to use our products, head over to our blog where you’ll find hundreds of recipes and tips for using our culinary and craft ingredients.
What is the percentage of Curcumin in your turmeric?
Curcumin is a naturally existing compound in turmeric and therefore the percentage of curcumin in turmeric products can vary from batch to batch. Our turmeric is 100% natural and does not undergo any processing to increase the naturally occurring level of curcumin.
For advice on the Curcumin content in our current turmeric batches please contact our team by emailing firstname.lastname@example.org
Is it possible to order over the phone?
To help us keep our costs down (and pass these savings onto you) we're only able to process orders via our website.
I'm having trouble placing my order online, what should I do?
If you’re experiencing difficulties using our site, please do get in touch by email at email@example.com. In order for our IT team to investigate any technical issues please attach a screenshot or picture of any errors you are experiencing so that we can fix these as quickly as possible for you.
I missed an item off my order, can you add this on?
To ensure your order can be processed for dispatch as quickly as possible, we're unable to add to your order once it has been placed and you will need to place a second order for any missing items.
To notify us of a second order, please send an email to firstname.lastname@example.org confirming both order numbers and your full name. Where possible, our team will combine these orders for dispatch together and any duplicated delivery fees will be returned.
This service is offered at our discretion and it may not always be possible to combine orders, for example if your original order has been dispatched. If this happens, both delivery fees (if applicable) will be charged.
There is a problem with my order, what should I do?
We’re really sorry if you’ve experienced an issue with your order.
Please reach out to our team using the email email@example.com. Please ensure you include your order number, full name and the email address you placed your order with (if it’s different to the email you contact us on) in your email. This will ensure our team can provide you with a speedy reply and resolution.
When will my order be dispatched?
Orders placed before 2pm Monday to Friday will be dispatched the same day using the shipping service you select in the checkout. Orders placed after 2pm or during bank holidays and weekends will be processed for dispatch the following working day.
For orders containing bulk items (>1kg per unit) please allow an additional 1-2 days for processing times.
When will my order be delivered?
The delivery date of your goods will depend on the delivery service you select in the checkout. Below you'll find a rough guide to estimated delivery times (from the date of dispatch) for our delivery services. Please note that order contents and exact delivery locations may affect the time it takes to deliver your order.
Economy Delivery (via Evri): 2-3 working days for UK mainland orders
DHL Next Working Day Delivery: 1 working day for UK mainland orders
DHL Next Working Day Pre-12 Delivery: 1 working day for UK Mainland orders (delivery by 12pm)
*Next working day / pre-12 delivery applies only to orders placed before 2pm. Orders placed after 2pm will be dispatched the following working day on the same delivery service. For more information on international shipping timeframes, please contact our team at firstname.lastname@example.org.
Can I collect my order from your warehouse?
As much as we would love to meet you, our warehouse is strictly business! This means we’re unable to accommodate visitors or customers on site. This is to ensure your safety as well as the safety of our packers and products.
Returns & Refunds
I would like to return an item in my order, how do I do this?
Though we’re confident you’ll love your products, we know from time to time you might change your mind.
If you have changed your mind and would like to return your order, please contact our team via email@example.com to obtain a return reference number. Once you have this, please ensure all goods are unopened and in a re-sellable condition (no marks or damage to the labels or packaging). Securely re-package your products (using the box we sent them in if possible) for return to us and ensure you complete the return slip and place this inside the box. Clearly mark the returns reference number on the outside of the box and return via your local post office or courier of choice.
Once your order arrives back at our warehouse and our team have checked this over and approved the return, a refund will be issued for the returned items to your original payment method.
Orders returned without a reference number may be delayed for processing.
I have returned an item, when will I receive a refund?
All returns are processed via our warehouse. Once your return has been received and approved, our team will issue a refund for the relevant items.
Once issued, refunds can take 3-5 business days to appear in your account however, the exact timeframe will depend on which banking partner you use.
Promotions & Discounts
What are special offers?
From time to time we run special offers on our website. These offers are limited to specific ingredients and these items may be discounted due to a short best before date. For more information on a products expiration date, please contact our team via firstname.lastname@example.org prior to ordering.
How do I earn or redeem loyalty points?
For more information on our loyalty points promotion, please click here.
Can I open a trade account?
If you’re a business looking to buy quality ingredients then the answer is yes!
We have a dedicated trade website where you can order 24/7 at discounted wholesale prices. Our wholesale site offers an easy and efficient way for companies big or small, to place orders with us and our minimum order value for trade customers is just £70 (before VAT), plus you’ll find the same selection of quality ingredients and pack sizes. To visit our trade website click ‘Shop Trade’ at the top of the screen or click here.