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Trusted online since 2005

Small, friendly business ... give us a call 01458 831 447

Indigo Herbs Customer Service

Satisfaction guaranteed Christmas opening times Christmas Shipping & delivery Shipping & delivery Postage rates Where's my stuff? Refunds & returns FAQ
Contact us Terms & conditions Privacy policy Quality policy

Here at Indigo Herbs we are dedicated to excellent customer service throughout the purchasing process and beyond. The customer is the most important part of Indigo Herbs and we aim to make the experience as fulfilling and easy as possible

Whether you're buying superfood powders, whole foods or herbal ingredients we will do our utmost to provide a service which matches the high quality of our products with as little delay as possible in getting your purchases to their destination.

The Customer Service Team at Indigo Herbs are dedicated to Gold Star Customer Service, and can be contacted during office hours from 9:30am – 5:30pm Monday – Friday.
Contact Us

Customer Service Team

Customer Service Team: Amba, Claire, Christoff, Chloe & Milo       

Dispatch Team: Abby, Jo, Milo & Nicolette

Placing an order

When you have decided to purchase a products you can simply add the item to the cart and this will take you through to a list of your product/s in the cart. Here you can amend the amount of units and clear the cart. Then you proceed to checkout, where you can log in to your account if you have already registered, register or check out as a guest.

If you proceed as a guest you will be required to give your details, including delivery address if this is different to the billing address. When you proceed you will then be given the opportunity to choose your delivery method, standard or express, and then your method of payment. Then you place your order. At Indigo Herbs we make every effort to ensure we protect your personal information, please see our privacy policy  for more details.

 

When you have placed your order, and providing your payment goes through you will receive an email from us confirming we have received the order. You will then receive a second email from us when the order has been dispatched. If an error input is made during the checkout process please contact us by phone or email and we will guide you through and amend any issues such as items purchased, number of units, wrong delivery address, etc.

Payment
We accept all major credit and debit cards: Visa, Visa Debit, Visa Electron, Master Card, Maestro, American express, Diners Club, ELV, JCB, Laser and Paypal. (When purchasing from abroad, the checkout system will automatically convert your local currency to GBP.)

Credit Card Security
When your order is placed at our website, credit card numbers are encrypted using 128 bit encryption. We have no access to your card numbers, and we do not hold your card details. This means you will need to have you card handy when you are shopping.

Christmas Opening Times

We are closed from 5.30pm 23rd December until 9.30am 2nd January.

Any orders placed during this time will be dispatched either on 2nd or the 5th of January when we return.

Please see below for full details of our opening times & cut off dates for your order to be dispatched before we break for Christmas.

Monday 22nd December – Open 9.30am – 5.30pm

Tuesday 23rd December – Open 930am – 5.30pm

Christmas Eve to New Year’s Day - Closed

Friday 2nd January – Open 9.30am – 5.30pm

Saturday 3rd January – Closed

Sunday 4th January – Closed

Christmas Shipping and Delivery

In the lead up to Christmas we aim to make sure our customers all receive there orders before Christmas wherever possible, however as we get closer to the date there are cut off points as to when we can guarantee this. As a small family run business we do also close between Christmas & New Year, so all orders that come in after the cut-off points indicated below will be dispatched when we return in the new year on 2nd & 5th Jan 2015.

Our usual shipping costs will apply for this:

United Kingdom    
   
  Standard Delivery  Express Delivery
Cut off for Guaranteed pre Christmas Delivery 12 Noon 1st December 2014 Midnight 19th December
While we cannot guarantee that your order will arrive before Christmas with Standard delivery if ordered after this time, in our experience most orders do arrive within 2-5 working days of dispatch
Cut off for order to be Guaranteed to be dispatched before Christmas Midnight 21st December Midnight 22nd December
Anything ordered after these times will be dispatched on 2nd or 5th Jan when we return from our Christmas Break
     
Germany & EU    
   
  Standard Delivery  Interlink Courier
Cut off for Guaranteed pre Christmas Delivery Midnight 26th Nov 2014 Midnight 14th December
While we cannot guarantee that your order will arrive before Christmas with Standard delivery if ordered after this time, in our experience most orders do arrive within 5-7 working days of dispatch
Cut off for order to be Guaranteed to be dispatched before Christmas Midnight 21st December Midnight 22nd December
Anything ordered after these times will be dispatched on 2nd or 5th Jan when we return from our Christmas Break
     
ROW    
   
  Standard Delivery 
Cut off for Guaranteed pre Christmas Delivery Midnight 26th Nov 2014
While we cannot guarantee that your order will arrive before Christmas if ordered after this time, in our experience most orders do arrive within 5-7 working days of dispatch
Cut off for order to be Guaranteed to be dispatched before Christmas Midnight 21st December

Anything ordered after these times will be dispatched on 2nd or 5th Jan when we return from our Christmas Break

Shipping and handling

When you have made your purchase the Indigo team will endeavour to dispatch your goods as quickly as possible. In most cases we aim to dispatch your order on the day we receive it or the next working day. This does not include Saturday, Sunday or Bank Holidays. We also give the option for UK/local customers to collect purchased website orders from our Glastonbury office. The service providers we use are Royal Mail and Interlink courier, it is within our discretion to select the best service for your parcel. Our delivery options are:

United Kingdom:

 

Standard Delivery

Express Delivery

Time To Dispatch

Dispatch next working day

Dispatch Same Working Day (when ordered before 12noon)

Time to Delivery

3 - 5 days Delivery

Not Guaranteed

(could take up to 15 days)

Next Day Delivery Guaranteed

(Signed for)

Costs

Orders under £30

From £1.45 (see Shipping rates for price per kg)

Orders under 30kg

£5.95

 

Orders over £30

Free Shipping

Orders over 30kg please request prices & times

 

Available to all postcodes in UK

Not available for Highlands & Islands & NI

 

 

Text/email service

 

 

Fully tracked & Traced

Germany:

EU:

The rest of the world:

We can deliver your goods by road and prices and delivery times can be given upon request.

Please see our Shipping Rates for More Details

Shipping & Delivery

Delivery Schedule

We aim to dispatch your order to you within 1-2 business days. (We do not open on Saturday, Sunday, Bank Holidays or between Christmas & New Year). In a small number of cases there might be a delay in delivering your item(s) if we are waiting for a bulk order to arrive at the warehouse. After 2 days your item will be put on back order, then you will be notified by email.

 

Back Orders

If your item is temporarily out of stock we will place your purchase on Back Order.  This may mean that part of your order has been posted and the out of stock item will be sent later. You will be emailed details of a time frame in which the Back Ordered items will be dispatched. If you receive a notification that an item has been Back Ordered then you will always have the option to cancel the Back ordered items if you wish. You will not be charged extra postage for the dispatch of Back Ordered items.

Guarantee

We work hard to guarantee all customers are completely satisfied with their purchase.
If you are not satisfied with your order, please contact us and we'll do our best to rectify the problem to the best of our ability. Please see our Satisfaction Guaranteed page for more details.
We offer a Postage Guarantee on all sales. If an item is lost in the post (15 working days for the UK, and 20 working days for international orders) we will send a replacement immediately. We politely ask that the customer waits for this time to pass as in most cases the parcel will arrive late.

Returns Policy - Returns & Refunds

If you wish to cancel your purchase under the Distance Selling Regulations, customers legally have a period of seven working days from the date of delivery within which they can cancel the sale. However at Indigo Herbs we extend that to 30 days. This means you can return your purchased goods to us within 30 days of the date of delivery and cancel the sale and receive a refund. Please return the unopened products, with a note of your order no and reason for cancellation. When we receive the returned goods we will refund you the customer the sale price of the purchase.

All original postage and packing charges, are paid for by the customer, and the return postage is also the responsibility of the customer. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective, in which case the cost of returning goods are the responsibility of Indigo Herbs. Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit. You are advised to use a carrier that offers both traceability and insurance

In order to return the item, package it up & enclose details of the purchase:
Your Order no
List of goods to return
Reason for Return
Your Name, Your Address, Your Contact Details.

For our postal address please visit the Contact Us page. 

Yours The Customer Service Team

Customer Service Team