We know how frustrating it can be waiting for a delivery — and we want to help you get your parcel as quickly as possible. Once your order leaves our warehouse, it’s in the hands of Royal Mail or Parcelforce, who are responsible for getting it safely to you.
Before getting in touch with us, we kindly ask that you take a few minutes to follow the steps below. These checks often resolve most delivery issues quickly and without needing further support.
Check the Tracking
The first thing to do is to check your parcel’s tracking information. Once your order has been dispatched, you’ll receive an email from us with a tracking number. You can use this number here:
Royal Mail: royalmail.com/track-your-item
Parcelforce: parcelforce.com/track-trace
Please check your email inbox and SMS messages, as couriers now often send updates this way instead of leaving a card at your door. Tracking will show where your parcel is and whether delivery has been attempted or completed.
Delivery Unsuccessful
If the courier tried to deliver but no one was available, the tracking will usually state this. Common next steps include:
– Scheduling a redelivery
– Leaving the parcel at a local depot or post office for collection
– Leaving it in a safe place or with a neighbour
Please check tracking updates carefully and look for any notifications in your email, text messages, or post. If you didn’t receive a physical slip, this doesn’t necessarily mean a delivery wasn’t attempted — electronic notifications are becoming the norm.
Left With Neighbour
Royal Mail and Parcelforce may deliver your parcel to a neighbour if you’re not home.
– Check your tracking for confirmation and (if available) the house number.
– Look for a card — but again, this may be replaced by an email or SMS notification.
– Speak with your neighbours — even if they haven’t mentioned anything.
This is a very common delivery method, and your parcel may be just next door.
Taken to Local Post Office
If the courier was unable to deliver and no neighbour or safe place was available, your parcel may have been taken to a Royal Mail Customer Service Point or a local Post Office.
Tracking details will usually state the location where your parcel is being held. Bring:
– A form of photo ID
– The delivery card or tracking number
Parcels are usually held for up to 18 calendar days before being returned to us.
Suspected Stolen Parcel
If your tracking says the item has been delivered, but:
– You haven’t received it,
– It’s definitely not with a neighbour,
– It’s not at your local post office,
… then your parcel may have been misdelivered or stolen. We know how upsetting this can be. Before contacting us, please:
– Check all possible delivery areas — safe places, porches, bins, sheds, side gates, etc.
– Ask your neighbours if anything was left with them — sometimes parcels are delivered nearby without notice.
– Review the tracking updates — some may include GPS location or delivery photos.
– Contact the courier directly with your tracking number — they may be able to provide extra detail.
If you’ve done all of the above and your parcel is still missing:
– Please email us with your order number and tracking number.
– We’ll open an investigation with the courier.
⚠️ In cases of suspected theft, we may ask you to report the incident to your local police and provide a crime reference number. This may be required for us to process a refund or replacement.
A Note on Responsibility
Once your order has been handed over to the courier, it’s their responsibility to ensure it reaches you safely. We work closely with Royal Mail and Parcelforce, and while most deliveries go smoothly, delays or delivery issues do occasionally happen — often outside of our control.
Rest assured, we’re happy to help resolve things if necessary, but we do ask that all the steps above are followed before getting in touch, as they usually resolve the issue quickly.
All certified organic products in the UK must meet strict legal standards, including safe limits for heavy metals such as lead and cadmium. These regulations are in place to protect consumers and ensure the integrity of organic farming and processing. As part of this process, certified organic producers and suppliers are regularly inspected and must prove compliance through traceability, documentation, and lab testing.
Because of this, customers should not need to request individual test results or COAs. Organic certification exists to provide peace of mind, and the necessary safety checks have already been carried out as part of that process. We only work with trusted suppliers who meet these high standards, so you can feel confident that everything we offer complies fully with certified organic requirements and no further verification is needed.
For non-organic products, COAs are not always available due to the nature of sourcing and processing. However, everything we sell must meet UK food safety regulations, including strict limits on things like heavy metals and microbial contamination. If a product didn’t meet these standards, it wouldn’t be on our site. We work only with suppliers we trust and regularly review the safety and quality of everything we stock.
If you are ever unsure about what organic certification means or how it works, we are always happy to explain more. Alternatively do have a read of the Soil Association organic standards https://www.soilassociation.org/media/23374/sa-gb-food_drink-standards.pdf
We get asked this question A LOT ; ) Usually, the answer is ‘we just don’t know’ as there’s so much we can’t foresee (harvest conditions, testing results, shipping delays etc). You can opt to receive ‘back in stock’ notification emails by entering your email address on product pages.
We often receive calls and emails asking for health advice for every condition you could imagine. As much as we’d love to help, unfortunately, we’re not in a position to offer health advice as we are not qualified to do so. Obviously, we wouldn’t want to steer you in the wrong direction but mainly it would be inappropriate/unprofessional without being qualified. Usually, the best course of action is to consult a qualified herbalist/naturopathic nutritionist.
Don’t worry, you’ve not received the wrong product! It’s important to remember that the products we sell are not mass produced with the purpose of being homogenous, so the most likely reason for any differences is batch variation. Batch variation is quite common with the kind of products we stock, even with products from the same source. Flavour, aroma and appearance can change from batch to batch. It’s simply the nature of these kind of products and is to be expected.
Are you using Google Chrome as your browser? Chrome is by far the most glitchy browser and causes problems with many websites. Our recommendation is to use an alternative browser like Apple Safari, Microsoft Internet Explorer, or Firefox. Nine times out of ten by using an alternative browser, customers are able to proceed with their orders with no problems.
We believe it’s best to try and keep the basic price of products as fair as possible. The shipping we charge is always based on Royal Mail’s prices, except we mostly ship with Parcelforce who offer a vastly superior (next working day, tracked, insured) service. Many companies hide their shipping costs within the products price which, for transparency, we prefer not to do. There’s a saying you’ll hear from other retailers…’The customer always pays for shipping’ (off the record of course!), however, we believe the customer has the right to see how much they’re actually paying.
Almost all of our products are double tested (once at source and again when entering the EU) for heavy metals, yeast, e-coli, microbiological contaminants, mould, salmonella and foreign matter. Our organic products are tested for all of these plus pesticides and artificial fertilisers. Often products conform not only to EU organic standards but the extremely strict Soil Association standards.
Origin? – All of the countries of origin can be found on the product pages.
Organic? – All our mushroom powders are certified organic unless omitted from product pages.
How are they produced? – When cultivating mushrooms, the various types require being grown on different material but most commonly it’ll be wood. For example our chaga is grown on birch. To make it into a powder the mushrooms are usually heat treated at very low temperatures, often air drying as it’s more gentle, then milling, screening and then packaging.
Are they extracts? – Our mushroom powders are pure powders with no bulking agents so they’re not technically extracts, although we’ve always found that as long as care is taken in the growing stage the end product will be high quality. Of course we do also sell mushroom extracts in capsule form, these are genuine high strength, concentrated extracts made using hot water and alcohol.
BEWARE – Some retailers get this wrong and market their powders as extracts when they’re not! You’ll often see 10:1 etc ratios stated as the ‘strength’, however what they’re talking about is the weight of fresh mushrooms that they started with VS the weight of the dried powder that they’re left with once dried. This obviously is not what an extract is, so we advise caution when buying.
Fruiting body? – All of our mushroom powders are made with 100% fruiting body and never mycelium.
Beta glucans/polysaccharides? – Polysaccharides/beta glucans etc are not tested for. Testing for every nutrient quickly becomes not commercially viable, we find that as long as care is taken with the growing methods and production processes then the end result will be a potent product.
We do sell some products from China, mainly Chinese medicines and mushroom powders that you would expect to be from China. There’s a lot of talk about the pollution levels in China and there are a few things that people forget. In terms of land area, China is approximately the size of the USA, vast and with many differing macroclimates and wildly varying levels of pollution. Most of China is rural and mountainous and these are the areas we source from. Of course, organic products are double tested for pesticides, artificial fertilisers, heavy metals, e.coli, yeast, mould, salmonella and foreign matter. By law, any organic product entering the UK must meet the EU Organic Regulation and be certified by a recognised organic certification body.
Whilst many of our products are processed at very low temperatures, there’s actually no acredited definition of ‘raw’. It’s increasingly becoming a no-no to label products as raw as there is no certifying body that can verify raw status.
We endeavour to always use either biodegradable, recyclable or sustainable packaging materials. If you ever notice plastic bubble wrap in your parcel, this has been reused from parcels we’ve received. Our standard materials used for space-filling and protecting products during shipping are packing peanuts (which are actually edible, made from rice but are not so tasty, and will biodegrade) and the green coloured bubble wrap which is 100% biodegradable. We will never buy plastic-based space-filling materials. See our shipping and discounts page for more information.
Check out our video about our packaging here.
The majority of our products are vegan but there are a few exceptions. Bee pollen is the obvious example (some people don’t even consider this non-vegan) but otherwise it’s mainly things like our seaweeds which are totally raw so could contain small crustaceans etc. The only other products that contain animal based ingredients are a few of the supplement range that contain (usually) shell based ingredients…namely D3 capsules, Glucosamine Chondroitin+MSM and The Krill Miracle.