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FAQs

Frequently Asked Questions

Below you will find answers to the most commonly asked questions. If you cannot find the answer you are looking for, our customer services team will be happy to help you. Please use our Contact us form for assistance.

We are open Monday to Friday from 9.00am to 5.00pm.

Orders

I would like to cancel my order

We aim to process your order as soon as it has been placed and we may not be able to stop your order reaching our warehouse in time however, please contact our customer services team who will be happy to assist you.

I would like to change my order

We cannot change your order once it has been placed, however you can return your order within 14 days of receipt, please contact our customer services team who will send you a returns label.

There are items missing from my order

Please contact our customer service team as soon as you notice any issues with your order.

Why does my order still say processing?

If you have placed your order over the weekend or during a busy period (such as a sale), there may sometimes be a slight delay in processing your order. You will receive a shipment notification email once your order has been despatched.

Can I change my delivery address?

If the order is still with our despatch team, then we might be able to change it. It is best to contact our customer services team as soon as possible.

I think I have been charged the wrong price

We’re sorry to hear you think you’ve been charged incorrectly, please contact our customer services team who will resolve this for you.

Can I place an order over the phone?

Of course! Please call 01684 310 099 to place your order.

A product I want is out of stock, can you notify me when it’s back in?

We don’t offer automatic back in stock notifications however, our customer services team will be able to advise a due date and we often notify our email newsletter database when products are back in stock, you can sign up to receive our newsletter here.

Can I pre-order out of stock products?

Unfortunately, this isn’t something we can offer at the moment but please contact our customer services team who will advise the expected due date for any out of stock products.

Payment

I’m struggling to pay with your payment methods

If you are having problems with payment, please contact our customer services team.

Product Subscriptions

Can anyone subscribe?

All UK Customers, with the exception of Trade Accounts, can subscribe. 

Can I subscribe to any product?

We have made a limited range of our most popular and essential products available for subscription. You can see a full list here.

What are the benefits of subscribing?

  • Subscribers enjoy a 15% discount on subscribed products for the first five instalments, rising to 20% for instalments thereafter.
  • You will also enjoy the peace of mind of automatically receiving your supplements on your chosen frequency – with free delivery - and never running out!
  • You have full control over your subscription and can pause or cancel at any time.

Can I cancel or pause my subscription? 

Yes, you can manage your subscription from your Cytoplan account, pausing for up to 1 to 2 months and cancelling without notice.

Do I get a discount for subscribing? 

You will get a 15% discount on your first five subscription instalments, rising to 20% for instalments thereafter.

How much do I pay for delivery?

Delivery for subscription orders is free! 

I live outside of the UK, can I subscribe?

Unfortunately, subscriptions can only be delivered to the UK mainland, Northern Ireland, Isle of Man, Isle of Wight, Scilly Isles, Jersey and Guernsey. 

Can I use the Buy 2 get 1 free offer, or any other discounts, with my subscription?

Buy 2 get 1 free is not available on subscriptions.

Can I use or earn reward points on subscriptions?

Reward points are not earned on subscription instalments, nor can they be spent on subscription instalments. 

How often will I receive my products?

The subscription instalment frequency can be selected when placing the subscription order. 

My subscription is due to run on a weekend or bank holiday – I don’t want to run out of supplements!

Where there might be delays, due to instalments falling on weekends or public holidays / office closures, we will process your subscription in advance to avoid you running out of supplements. This will not change the ongoing subscription schedule. 

How will I know when I am due my next subscription? 

We will send you an e-mail, 7 days before your order is due, to remind you. Tracking information will be sent to you on the day it is despatched.

Can I have a Subscription with a Guest Account?

No, you must create a Cytoplan Account to have a Subscription product.

Technical

I’m having problems checking out, what do I do?

Please contact our customer services team who will be happy to help you.

I'm trying to sign up for an account but it says my account already exists

Your email address already exists on our database, try password reset or contact our customer services team.

I cannot log into my account

Try password reset and if this doesn’t work, contact our customers services team.

I forgot my password

If you have forgotten your login password, please "click here" and follow the instructions.

I am having problems adding/removing items from my basket

Please contact our customer services team.

I want to change my Email address on my account

Ensure you are logged in to our website. Click on the green person icon, at the top of the screen and click on My Account Details. In the Contact Information section, click on the Edit link. Tick the Change Email tick box and enter your new Email address, and existing password, at the bottom of the screen. Click on the Save button and you will then be prompted to login again, using your new details.

Damaged items

My items are damaged on delivery

We’re sorry to hear you’ve received your items damaged. Please contact our customer services team who will be happy to help you. Due to the compostable material used in our pots, they can be damaged in extreme weather conditions, if your product has been damaged as a result of this, please contact the customer service team and we will arrange a replacement.

The seal is broken on my brand-new pot

We’re sorry to hear the seal is broken on your pot. Please contact our customer services team who will be happy to help you.

Suitability

I had a reaction to my product – what should I do?

Contact one of our nutritionists

Returns

How do I return my products?

Upon receiving your order, if you decide that you no longer need it, you are entitled to return your order within 30 days of receipt. Please contact our customer services department who will send you a returns label and further instructions.

Delivery

How much is delivery?

Our delivery costs vary depending on where you live and the type of delivery you choose. Please see our UK pricing here:
FREE for orders on or over £35
£4.50 for orders under £35
Orders outside the UK are calculated at the checkout.

Where is my order?

You will receive email notifications once your order has been despatched, depending on the weight and value of your order, it will either be sent by Royal Mail tracked service or via our nominated courier.

Can I track my order?

Depending on the weight of the order we may use a fully tracked courier service. For smaller parcels we use Royal Mail which will provide a tracking number but only to show whether there has been an attempt of delivery or delivered.

Do you deliver outside the UK?

Yes, shipping costs will be automatically calculated at checkout.

How much will the custom charges be?

To calculate custom charges, it is best to research the specific charges for your country.

I haven’t received a shipment notification

If you haven’t received your shipping email, your order may still be processing. Alternatively, if you are worried about your order, please contact our customer services team.

Promotions

My voucher code isn’t working

If you are experiencing issues with a voucher code it is best to contact our customer services team.

I missed the recent promotion; can I get the offer?

Unfortunately, our offers only run for specific dates, and we cannot apply an offer discount outside of these periods. You can, however, sign up to receive our email newsletter, which will notify you as soon as an offer launches.

I forgot to use my voucher code; can it be applied after I’ve placed my order?

Unfortunately, we cannot apply voucher codes once the order has been placed. However, you will be rewarded with loyalty points for every order you place, which can be redeemed for money-off vouchers against future orders when you reach at least 500 points.

Can I use Practitioner/Discount Codes with a Guest Account?

No, you must create a Cytoplan Account to use Practitioner/Discount codes.

Refer a friend

How do I refer a friend?

You can refer a friend by signing up here

I haven’t received my voucher code for referring a friend

If you haven’t received your voucher code, please contact our customer services team.

Rewards programme

How does the Cytoplan Rewards programme work? 

The Cytoplan Rewards programme has been created to give back to our loyal customers who continue to purchase their nutritional supplements from us. You can collect points with every purchase you make, by creating an account and updating your preferences, or by referring your friends to us. You then simply select 'pay with points' at the check out anytime you want to save on your wellbeing. 

How do I enroll on the Cytoplan Rewards programme? 

As soon as you have created an account you can start earning rewards right away. In fact, just by creating an account you will earn 200 points! 

How do I earn rewards? 

You can earn rewards by taking the following actions: 
  • Earn 5 points per £1 spent when you make a purchase
  • Earn 200 points when you create an account
  • Earn 1000 points when you refer a friend
    For more, please see our rewards page!

When do my rewards expire? 

Reward points will expire 12 months after you earned them. Each reward has its own 12-month expiry, and your oldest points will be used first. 

 How quickly can I use my rewards?

All your rewards are available to spend on your next order as soon as you earn them! However, you need a minimum of 500 points (£5) before you can start spending them. 

If I make a return, will I lose my rewards? 

Yes, if you make a return, your rewards gained from placing the associated order, will be voided. 

If I refund an order on which I spent reward points, will I get them back? 

Yes, any reward points you spent on order you refund will be returned your balance. If you return only part of your order, you will get back points relative to the value of the returned items. 

How do I claim my reward? 

When you check out and get to the payment page, if you have rewards eligible to be spent the last payment option in the list will be to apply your rewards to your order. No voucher codes or copy-and-pasting required! 

Are there any limits to the amount of reward points I can earn or spend? 

You can accumulate a maximum of 25,000 points (£250). You need a minimum of 500 (£5) points before you can start spending them, and the maximum number of points you can spend on a single order is 2000 (£20). 

My Cytoplan Reward code is not working 

We no longer use codes for the Cytoplan Rewards programme, but if you have an old code that you think should still work, please contact our customer services team for assistance. 

How can I see how many points I have? 

Once you have earned your points it will take 30 days for these to be approved to allow for items that might need to be returned.

How can I see how many points I have?

You can see your points on the Cytoplan Rewards page, or a detailed overview in the Cytoplan Rewards section of your online account. 

Can I use my reward points with other offers? 

You can use your reward points along with any of our offers or during any of our sale periods. 

Can I earn Reward Points on Postage and Packaging? 

No, Reward Points can only be earned on the purchase of our Products. 

Can I use or earn reward points on subscriptions?

Reward points are not earned on subscription instalments, nor can they be spent on subscription instalments.

I cannot find my rewards programme query here 

If you have a query about our rewards programme that is not listed here, please contact our Customer Services team.

Can I earn Reward Points with a Guest Account?

No, you must have a full Cytoplan Account to earn Reward Points.

Product information

What does Wholefood mean?

Wholefood refers to the type of process we use to make certain products. Further details can be found here.

What is Food State?

Food State refers to the type of process we use to make certain products. Further details can be found here.

Are your products gluten-free?

Yes, all of our products are free from gluten.

Are your products vegan?

Over 90% of our products are vegan, you can view the full range here.

Are your products Organic?

We have a Soil Association approved organic range available here.

Sustainability

What are your pots made from?  

Our pots are crafted from Polyethylene Terephthalate (PET) or High density polyethylene (HDPE), both materials offer excellent protection to maintain product integrity and are fully recyclable.

Are your pots recyclable? 

Yes, our PET and HDPE pots are fully recyclable including the label, our lids are made from aluminium which are also fully recyclable, these can be added to your standard home recycling.

Will you pack my order with eco-friendly alternatives? 

Yes, we will only ever purchase eco-friendly packaging materials to pack your orders however, on the rare occasion we receive plastic packaging from suppliers, we will reuse this for our orders and hope our customers do the same.

Staying in touch

How do I sign up to receive your weekly email newsletters and blog alert?

You can sign up here.

New trade accounts

I would like to sign up as a practitioner, what’s the best way?

If you would like to become a Cytoplan practitioner, then please fill out our application form here.

Looking for further support?

Our customer services team will be happy to help you. Please use live chat or email info@cytoplan.co.uk

We are open Monday to Friday from 9:00am to 5:00pm.

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