Something wrong? Let us fix it for you.
We are dedicated to making sure all our customers are happy with our products and services and we highlight this commitment with a full money back guarantee.
If one of the following has occurred:
- Your package has not arrived
- The order arrived incomplete
- You were sent the wrong items
You can find out more information and the next step to take on our where's my Indigo Herbs products? page.
If you have any other complaint about our products or services then we would like to hear from you. We have two levels of complaint depending on how serious you feel your issue is; informal complaints and formal complaints.
Most complaints can be dealt with via our informal complaints procedure. To do so you will need to either email us at email@example.com, providing your name and contact details and a description of your complaint. If possible / appropriate, please include your order number and the batch number of the product which can be found by the best before date. We will respond to your complaint as soon as we can. Alternatively you can call us on 01458 831 447, during office hours: Monday to Friday, 9:30am until 6:00pm.
If you feel that you would like to make a formal complaint, please write us a letter outlining the issues. Please include your contact details, your order number and the batch number of the product (found on the back of the product packaging). For the postal address please go to the Contact Us page.
We will acknowledge receipt of your letter and ensure that the matter is looked into as soon as possible.
An initial response can be expected within seven days. A full and considered response to the complaint should be completed within 30 days and any resolutions implemented with the minimum of delay.
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. 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.