Shipping & Returns
All our orders are put into food grade plastic/mylar packaging. We ship all our packages in heavy duty cardboard boxes / polythene envelopes to try and ensure your orders reach you in the condition we sent them in.
The vast majority of our orders will go through your post box. The only exception to this is when you order multiple Scoby’s / large orders which are sent as a small parcel.
Orders under £25 are sent Royal Mail 2nd Class Business Mail.
Orders over £25 are sent Royal Mail 2nd Class Business mail with a required signature.
We are unable to refund any orders returned to us due to missing delivery and then not collecting from the sorting office, This mostly applies to international orders.
We aim to dispatch orders within 48 hours of ordering. Often, we ship the same day your order has been placed. Orders placed after 11am on Friday will usually get shipped on Monday morning. We do sometimes offer Saturday dispatch, but we can’t always guarantee this.
Our cultures have been proven to work after being sent by 2nd class post and survive over 10 days in transit. Please do not worry if your order gets delayed (usually, international mail can get delayed). If your culture does not work as expected, we will always replace it free of charge.
If you have not received your UK order within 6 business days. Please get in touch with us. A small number of packages do go missing. On this instance we always offer to reship the item.
We also offer the option to send orders by 1st class post at your own expense. You can select this option at checkout.
We currently ship to the UK & Europe ONLY. Anything sent outside of the UK is sent with full tracking and must be signed for. Shipping to Europe take 5-10 business days on average.
We have been unsuccessful shipping to the USA and Canada due to custom restrictions.
Due to the nature of our products being living cultures, unlikely to survive being returned in post. Our policy is to not offer a returns service. However, on some instances we may consider it (Kombucha / Jun etc). Please contact us if required to discuss possible options.
Occasionally international orders can be delayed/held/declined by customs. Sometimes a small fee is required by customs to import the cultures. We are unable to reimburse any customs charges.
If orders are returned to us as declined by customs. We will refund the order in full.
For orders returned to us due to non delivery / non collection, we are unable to refund the postage costs. In this instance, refunds on cultures will be at our discretion.
On the rare occasion something is lost or damaged in the post, we will always offer on the first instance to resend your order. If you would prefer, we can offer a full refund on your order if it has been damaged or not to your satisfaction. On the rare occasions we no longer have stock for a lost/damaged order, we will offer a full refund. Refunds generally take 3-5 working days and are handled by worldpay/paypal directly. For BACS payments, we return the money from the account in which is was sent.
Remember, if you are dissatisfied or unhappy with your order from us. Please get in touch to discuss how we can resolve any problems with you. We care about our products and our customers!