COVID-19 Update

COVID-19 Information

We want to let you know that during this time of great uncertainty and changeable circumstances, we are doing all we can to support our customers. We know how much of an impact this situation is having upon all of your lives and we are continuing to do what’s best for you and for our staff.  

 As we have done for the past few weeks and will continue to do so, we are monitoring the guidelines and advice provided by the UK Government, WHO and Public Health England. We are wholly committed to making the right decisions for our customers and staff. Therefore, we have put together some guidance on the steps we have been taking to ensure we continue to operate safely. We are truly grateful for your loyalty and support at this difficult time.

 Customer services

 Our Customer Service team is experiencing exceptionally high call volumes. In order for us to continue to fulfil orders in the most efficient way, we have reduced our telephone opening hours, in line with our reduced workforce and increased demand for products.

 For urgent enquiries our telephone lines are now open Monday – Friday from 9:30am – 1:30pm.

 If you are thinking about contacting us and your query does not require immediate attention, we strongly advise you use our live chat function on the website, or contact us via email and we will respond as quickly as we can – please bear with us if we take longer than usual to get back to you: customerservices@cytoplan.co.uk

 Should you need any expert support from a Nutritional Therapist, please utilise our FREE health questionnaire (see here). One of our NT’s will personally get back to you as soon as possible with advice and support.

 For urgent or immediate enquiries, please speak to our in-house Nutritional Therapists Amanda Williams or Helen Drake via email:

 Shipping

 Due to the current circumstances, we are experiencing some changes to our usual delivery services. Until further notice, please expect a slight delay with the delivery of your order.

 International orders

 Unfortunately, due to delivery service changes outside of our control, we can currently only fulfil UK and EU (via courier) orders and we have temporarily stopped international shipping until further notice. We will update you as soon as these restrictions are lifted and we apologise for any inconvenience caused.

 UK orders

Our trusted couriers and The Royal Mail are under a lot of pressure from not only us, but also other essential businesses, to deliver orders in their usual timeframe. Please expect to wait at least 5-10 working days for your order to arrive (via first class Royal Mail).

 As we are sure you can appreciate and understand, we are receiving an extremely high number of enquiries regarding deliveries. We would appreciate your cooperation at this difficult time to refrain from contacting us about your order and its estimated arrival date, unless your delivery is delayed by at least 15 working days.

Stock

 We continue to have sufficient levels of stock to meet the demand of customers during this busy period and we are doing everything we can to make sure you can access the products you need. We are also introducing new products for nutrients that are seeing increased demand during this time. We are working hard to ensure our most popular products remain available and are continuing to work closely with our suppliers so that we can maintain or high levels of service. Our website will remain the most up to date source of product stock, so please check back regularly.

 Additional support and advice on our blog

 Our customers remain at the heart of everything we do and your health is our number one priority. We have been busy writing blogs on the topic of coronavirus, what it means for our immune system and how isolation can affect our mental health during this difficult time. You can read the articles via the links below:

Please also find a recent article with a 10 point summary on the role of diet, nutrition and micronutrients in combatting COVID-19 - please click here to read.

Charitable donations

As you may already be aware, we are wholly owned by a charitable foundation. Together we look to donate generous amounts of our profits each year to important causes across the UK. To show our support for our local community here in Worcestershire, we have recently donated a total of £10,000 to the following charities:

  • Acorns Children's Hospice Trust
  • St Pauls Hostel and Housing Trust
  • Malvern Hills Food Bank
  • St Richards Hospice.

Thank you for your continued loyalty, which has helped us support our local community during this unprecedented time.

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