FAQs

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Frequently Asked Questions

Below you’ll find answers to the most commonly asked questions. If you can’t find the answer you are looking for please contact info@cytoplan.co.uk

Orders

We aim to process your order as soon as it has been placed and we may not be able to stop your order reaching our warehouse in time however, please contact our customer services team who will be happy to assist you.
We cannot change your order once it has been placed, however you can return your order within 14 days of receipt, please contact our customer services team who will send you a returns label.
Please contact our customer service team as soon as you notice any issues with your order.
If you have placed your order over the weekend or during a busy period (such as a sale), there may sometimes be a slight delay in processing your order. You will receive a shipment notification email once your order has been despatched.
If the order is still with our despatch team, then we might be able to change it. It is best to contact our customer services team as soon as possible.
We’re sorry to hear you think you’ve been charged incorrectly, please contact our customer services team who will resolve this for you.
Of course! Please call 01684 310 099 to place your order.
We don’t offer automatic back in stock notifications however, our customer services team will be able to advise a due date and we often notify our email newsletter database when products are back in stock, you can sign up to receive our newsletter here.
Unfortunately, this isn’t something we can offer at the moment but please contact our customer services team who will advise the expected due date for any out of stock products.

Returns

Upon receiving your order, if you decide that you no longer need it, you are entitled to return your order within 14 days of receipt. Please contact our customer services department who will send you a returns label and further instructions.

Delivery

Our delivery costs vary depending on where you live and the type of delivery you choose. Please see our UK pricing here:
FREE for orders on or over £25
£4.50 for orders under £25
£7.95 for next day delivery
Orders outside the UK are calculated at the checkout.
You will receive email notifications once your order has been despatched, depending on the weight and value of your order, it will either be sent by First Class post (Royal Mail) or via our nominated courier.
If your order has been sent via courier, we will email you the tracking details which can also be found by logging into your Cytoplan account.
If you think there are issues with your order, please contact our customer services team.
Depending on the weight of the order we may use a fully tracked courier service. For smaller parcels we use Royal Mail which will provide a tracking number but only to show whether there has been an attempt of delivery or delivered.
If you have paid for next day delivery but haven’t received your order when expected, please contact our customer services team.
Yes, shipping costs will be automatically calculated at checkout.
To calculate custom charges, it is best to research the specific charges for your country.
If you haven’t received your shipping email, your order may still be processing. Alternatively, if you are worried about your order, please contact our customer services team.

Damaged items

We’re sorry to hear you’ve received your items damaged. Please contact our customer services team who will be happy to help you.
We’re sorry to hear the seal is broken on your pot. Please contact our customer services team who will be happy to help you.

Promotions

If you are experiencing issues with a voucher code it is best to contact our customer services team.
Unfortunately, our offers only run for specific dates, and we cannot apply an offer discount outside of these periods. You can, however, sign up to receive our email newsletter, which will notify you as soon as an offer launches.
Unfortunately, we cannot apply voucher codes once the order has been placed. However, you will be rewarded with loyalty points for every order you place, which can be redeemed for money-off vouchers against future orders when you reach at least 500 points.

Loyalty scheme

Cytoplan Rewards is a loyalty programme allowing Cytoplan customers to enjoy a host of exclusive rewards. You can earn rewards based on numerous actions across the site, from buying products, referring a friend, creating an account and more.
As soon as you have created an account you can start earning rewards right away. In fact, just by creating an account you will earn 200 points!
You can earn rewards by taking the following actions:
  • Earn 5 points per £1 spent when you make a purchase
  • Earn 200 points when you create an account
  • Earn 1000 points when you refer a friend
  • Earn 500 points on your ‘account birthday’
See our rewards page for more details.
Your rewards will expire after 12 months of no order activity on your account.
Your purchase rewards will be available to be redeemed approximately 30 days after you have placed your order. Other rewards may be available immediately.
Yes, if you make a return, your rewards gained from placing the associated order, will be removed.
To claim your reward, you must redeem the points from the ‘Cytoplan Rewards’ section of your account, where you will be able to copy and paste your voucher code to use at the checkout.
Yes, there is a limit of 25,000 reward points.
If you are having difficulties with your Cytoplan Reward code, please contact our customer services department.
You can find your loyalty code in the ‘rewards’ section of your account.
Once you have earned your points it will take 30 days for these to be approved to allow for items that might need to be returned.
You can see your points in the ‘rewards’ section of your online account.
Yes, you can use your loyalty points during our sales and with discount codes.

Refer a friend

You can refer a friend by signing up here

Payment

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Technical

Your email address already exists on our database, try password reset or contact our customer services team.
Try password reset and if this doesn’t work, contact our customers services team.
If you have forgotten your login password, please "click here" and follow the instructions.

Sustainability

Our plastic-free pots are made from natural, sustainable sugar cane, ensuring it is only ever waste from the sugar cane industry. Our lids are made from aluminium meaning they are fully recyclable.
We are working really hard to make the plastic-free switch and are proud that over 90% of our range is plastic-free. However, we do have a small portion of our range in our recyclable PET pots.
Yes, we will only ever purchase eco-friendly packaging materials to pack your orders however, on the rare occasion we receive plastic packaging from suppliers, we will reuse this for our orders and hope our customers do the same.
Absolutely! Our new sugar cane pots are recyclable and compostable.

The compostable pots should be disposed of in the following ways:

1. As they are plant-based your pots are compostable and certified to EN13432. Composting bins are normally managed by local councils (those bins are then taken to industrial composting plants). Check for compostable collections in your region. Please note that our pots are not home compostable*, they require specific conditions to biodegrade.

2. If the above is not available, pots should be disposed into the household packaging / plastic bins. These bins are then sent to a classification plant to classify all different materials, including PLA (pots made from sugarcane) from standard plastics. You can check your local recycler to see if PLA is accepted in your area. Both the pot and the lid are recyclable.

Please note as the use of compostable materials grow, thanks to consumer demand, so will the recovery facilities. However, there remains significant sustainability benefits of using renewable materials (in our case sugarcane) instead of finite oil-based resources used in standard plastics. Our pots also have a lower CO2 footprint not only when compared to conventional plastic but glass bottles as well.

*In home compost piles they do not compost quickly enough to achieve certification, but you are welcome to have a go. Keep agitating your home composter to get air into the mix, keep it damp and mouldy, and when you sieve out the twigs and bigger pieces from your compost if any bits of pots are left just cycle them all back in again.

Product information

Wholefood refers to the type of process we use to make certain products. Further details can be found here.
Food State refers to the type of process we use to make certain products. Further details can be found here.
Yes, all of our products are free from gluten.
Over 90% of our products are vegan, you can view the full range here.
We have a Soil Association approved organic range available here.

New trade accounts

If you would like to become a Cytoplan practitioner, then please fill out our application form here.

Looking for further support?

Our customer services team will be happy to help you. Please use live chat or email info@cytoplan.co.uk

We are open Monday to Friday from 9:00am to 5:00pm.

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