Indigo Herbs Customer Service

Satisfaction guaranteed 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 from discovering new products, to purchasing and beyond. Our customer is the most important part of Indigo Herbs and we aim to make the experience as fulfilling and easy as possible for you.

Whether you're buying superfood powders, whole foods or herbal ingredients we will do our best to provide service which matches the high quality of our products. We aim to have as little delay as possible in packing and sending your purchase to its destination.

The Customer Service Team at Indigo Herbs is dedicated to Gold Star Customer Service, and can be contacted during office hours from 9:30am – 3:00pm Monday through Friday.
Contact Us

Placing an order

When you decide to purchase products, simply add the item to your basket. You can continue shopping, and when you are ready, click on your basket, located at the very top of the page, next to our search bar. This will take you to your basket, where you can see a list of all the products you selected. Here you can amend the amount of units if you'd like by changing the quanity and "updating shopping basket" or by deleting items. There are also options to "continue shopping," and "clear shopping basket." If you're ready to pay, click "proceed to checkout," where you can log in if you're already an account holder. You can also register as an account holder or check out as a guest. Here you can review your order, enter your shipping address, select payment and then "place order now" to pay.

If you proceed as a guest you will be required to give your details, including shipping address if this is different to the billing address. When you "proceed to checkout" you will then be given the opportunity to choose your shipping 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 - and we never save your card details (see below) - refer to our privacy policy for more details.

When you have placed your order - 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 amend any issues such as, wrong item(s) purchased, wrong quantity, or 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. (PLEASE NOTE: when purchasing from abroad, the checkout system will automatically convert your local currency to GBP.)

Credit Card Security
When your order is placed on 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.

Shipping and handling

When you have made your purchase the Indigo team will endeavour to dispatch your goods as quickly as possible. Ideally we aim to dispatch your order the day we receive it, and if not, the next working day. Please note this does not include Saturday, Sunday or Bank Holidays. We also give the option for UK/local customers to collect their website orders from our Glastonbury office at Meristem House, Wells Road, BA6 9AG. The service providers we use are Royal Mail and DPD Local 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
(current pandemic now causing small delay)

Dispatch Same Working Day (when ordered before 12noon)
(current pandemic now causing small delay)

Time to Delivery

3 - 5 days Delivery

Not Guaranteed

(could take up to 15 days)

Next Day Delivery from date of dispatch

(Signed for)

 

Orders over £45

Free Shipping

Orders over £100

Free Shipping

 

Available to all postcodes in UK

Not available for Highlands & Islands & NI

 

 

Text/email service

 

 

Fully tracked & Traced

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

For more information and prices for all countries, please see our Postage Rates page

Shipping & Delivery

Delivery Schedule

We aim to dispatch your order to you within one business day. (We are not open on Saturdays, Sundays, Christmas Day and New Year's Day). 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 two days your item will be put on back order, and you will be notified by email.

 

Back Orders

In some cases, if your item is temporarily out of stock we can 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 those items if you wish. Please note 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 for reasons out of our control.

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 number and reason for cancellation. When we receive the returned goods we will refund you the sale price of the purchase.

Please note that all original postage and packing charges are paid for by the customer. Additionally, the return postage is also the responsibility of the customer. The customer is responsible for the costs of returning the items to Indigo Herbs. If we delivered the item(s) to you in error or the item is damaged or defective then the cost of returning goods is the responsibility of Indigo Herbs. If it was our error and you are sending something back to us, please keep in mind we need a proof of postage in order to process the postage refund. 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 number
- list of goods to return
- reason for return
- your name, address and contact deails

For our postal address please visit the Contact Us page.