Below you’ll find answers to the most commonly asked questions. If you can’t find the answer you are looking for please contact firstname.lastname@example.org
I would like to cancel my order
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.
I would like to change my order
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.
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.
Of course! Please call 01684 310 099 to place your order.
A product I want is out of stock, can you notify me when it’s back in?
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.
Can I pre-order out of stock products?
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.
How do I return my products?
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.
How much is 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.
Where is my order?
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.
Can I track my order?
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.
I paid for next day delivery but haven’t received my order
If you have paid for next day delivery but haven’t received your order when expected, please contact our customer services team.
Do you deliver outside the UK?
Yes, shipping costs will be automatically calculated at checkout.
How much will the custom charges be?
To calculate custom charges, it is best to research the specific charges for your country.
I haven’t received a shipment notification
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.
My items are damaged on delivery
We’re sorry to hear you’ve received your items damaged. Please contact our customer services team who will be happy to help you. Due to the compostable material used in our pots, they can be damaged in extreme weather conditions, if your product has been damaged as a result of this, please contact the customer service team and we will arrange a replacement.
I missed the recent promotion; can I get the offer?
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.
I forgot to use my voucher code; can it be applied after I’ve placed my order?
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.
How does the Cytoplan Rewards scheme work?
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.
How do I enroll on the Cytoplan Rewards scheme?
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!
How do I earn rewards?
You can earn rewards by taking the following actions:
Earn 5 points per £1 spent when you make a purchase
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. Due to the compostable material used in our pots, they can be damaged in extreme weather conditions, if your product has been damaged as a result of this, please contact the customer service team and we will arrange a replacement.
Do all of your products come in sugar-cane packaging?
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.
Will you pack my order with eco-friendly alternatives?
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.
Can your sugar cane pots be recycled?
Absolutely! Our new sugar cane pots are recyclable and compostable.
Where should I place containers after use?
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.
What does Wholefood mean?
Wholefood refers to the type of process we use to make certain products. Further details can be found here.
What is Food State?
Food State refers to the type of process we use to make certain products. Further details can be found here.
Are your products gluten-free?
Yes, all of our products are free from gluten.
Are your products vegan?
Over 90% of our products are vegan, you can view the full range here.
Are your products Organic?
We have a Soil Association approved organic range available here.
New trade accounts
I would like to sign up as a practitioner, what’s the best way?
If you would like to become a Cytoplan practitioner, then please fill out our application form here.
Staying in touch
How do I sign up to receive your weekly email newsletters and blog alert?