Frequently Asked Questions
General and Account Information
I can’t seem to be able to log in?
Ensure you are typing in the email address and password which was used to register. If you are unsure of the e-mail address used to register, please call 0800-6889976 for assistance. If you cannot remember your password use reset option.
How do I subscribe/Unsubscribe to e-mails?
To subscribe to the e-mails, go to the bottom of the website insert email in “Sign up to our emails” and sign up.
If you do not wish to receive e-mails, then see the email in your inbox, towards the bottom of the email and click unsubscribe.
I’ve got a new email address, how do I change it?
Log onto the website using your old email address and password, click Edit My Details on My Account Screen. Enter your new email address, then your password. Click Save Changes. Your new email address will now be saved, you will need to use this next time you log in.
I’ve forgotten my password, how do I get in?
Click My account In on the top right-hand side of the screen, then click on “forget password” enter your email address in the forgotten password field, you will be sent an email giving you a link to click allowing you to change your password. This can then be used to gain access to the website.
I have moved house, why haven’t my details changed as I have notified you?
Please login to your online account and edit the details accordingly. Click on My Account, then Manage My Addresses, enter all the new address details in the fields, enter Password, and click Save Changes. This will then save the new address as the Invoice address and delivery address (if not using a different one!).
I have placed my order, each time I click checkout, I am asked for my full name and address details?
If you have previously registered, click sign in on the top of the screen and use the email address and password to enter.
If you are a new customers click new registrations, enter your postcode and house number, then click register. This will bring up a blank form for you to complete with your details, you will also be prompted to choose a password which will be used each time you login to the website.
How do I know if your website is secure?
If you look at the web address that shows at the top of the screen it will state https. The S on this means it is safe. If the S is missing, then a site may be insecure.
Another way of identifying a secure site is if there is a padlock showing on the bottom right hand side of the screen.
Shopping and Buying Information
Can I see my Order History?
Log into your account, go to My Account. On the left, you will see “orders”. Click on this, details of all online orders will be shown.
The website won’t take my card?
You may be using a card that we do not allow. Please ensure the card you are entering is either a Mastercard, Visa or Maestro. We do not accept any other card type. Ensure that all required card fields are being completed. If using a Maestro ensure that a start date and / or expiry date or issue number of the card are included.
I want to change the delivery address, how do I do that?
To change the delivery address, click on Change delivery address on the right hand side of the page within the checkout screen. You will see New Address, type in the address details, then click Use address. This will then refresh the checkout screen using the new delivery address. Please ensure your deliver address details are correct before clicking Proceed to Payment. All previous delivery addresses are retained against customer account, allowing use in future if required.
Am I able to order with a different currency?
You can change the currency on the website by clicking on the currently icons at the bottom right hand side of the page. The currency figures will then change to the current exchange rate. However, payment this conversion is for information only, we currently only accept sterling payment based on the rate of exchange at the time of ordering.
Can I re-order the same as last time without adding the products to the basket again and submitting Payment?
Unfortunately we do not have this facility on the website. Please create a new order each time for your requirements.
My Visa verification is asking for a password, what is this password?
To protect your card online with your bank, you would have chosen a password to authorise payment from your card. If you have forgotten the password, please click the link on the pop up and this should then direct you to your banks website to answer security questions and then reset a new password.
For security reasons our website does require a verification password when taking payment, if you have not yet set this up, please follow the links on the screen where you will be able to set up an applicable password.
I have put a product in the basket which I don’t want. How do I get it out?
In your basket you will notice a quantity box with a minus and plus either side. At the bottom of the product list is a remove button.
Amend the product you wish to delete to zero by either typing zero or by using the minus button then click remove and the item will be deleted from your order.
Click update and allow the screen to refresh before commencing with your order.
Free Nutrition Advice Line
Our Nutrition Advice team answer many thousands of questions and queries that come in by phone, letters and e-mail. Each one is answered individually in absolute confidence.