FAQs

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

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.

There are items missing from my order

Please contact our customer service team as soon as you notice any issues with your order.

Why does my order still say processing?

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.

Can I change my delivery address?

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.

I think I have been charged the wrong price

We’re sorry to hear you think you’ve been charged incorrectly, please contact our customer services team who will resolve this for you.

Can I place an order over the phone?

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.

Returns

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.

Delivery

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.

Damaged items

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.

The seal is broken on my brand-new pot

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.

Suitability

I had a reaction to my product – what should I do?

Contact one of our nutritionists

Promotions

My voucher code isn’t working

If you are experiencing issues with a voucher code it is best to contact our customer services team.

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.

Loyalty scheme

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
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.

When do my rewards expire?

Your rewards will expire after 12 months of no order activity on your account.

How quickly can I use my rewards?

Your purchase rewards will be available to be redeemed approximately 30 days after you have placed your order. Other rewards may be available immediately.

If I make a return, will I lose my rewards?

Yes, if you make a return, your rewards gained from placing the associated order, will be removed.

How do I claim my reward?

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.

Is there a limit of rewards?

Yes, there is a limit of 25,000 reward points.

My Cytoplan Reward code is not working

If you are having difficulties with your Cytoplan Reward code, please contact our customer services department.

How do I find my loyalty code?

You can find your loyalty code in the ‘rewards’ section of your account.

How long does it take for my points to be approved?

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.

How can I see how many points I have?

You can see your points in the ‘rewards’ section of your online account.

Can I use my loyalty points with other offers?

You can use your loyalty points during our offer periods but unfortunately, you can only use one voucher code at checkout.

Refer a friend

How do I refer a friend?

You can refer a friend by signing up here

I haven’t received my voucher code for referring a friend

If you haven’t received your voucher code, please contact our customer services team.

Payment

I’m struggling to pay with your payment methods

If you are having problems with payment, please contact our customer services team.

Technical

I’m having problems checking out, what do I do?

Please contact our customer services team who will be happy to help you.

I'm trying to sign up for an account but it says my account already exists

Your email address already exists on our database, try password reset or contact our customer services team.

I cannot log into my account

Try password reset and if this doesn’t work, contact our customers services team.

I forgot my password

If you have forgotten your login password, please "click here" and follow the instructions.

I am having problems adding/removing items from my basket

Please contact our customer services team.

Sustainability

What are your plastic-free pots made from?

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.

If your local authority does not offer a service for recycling PLA please contact our customer service team.

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

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?

You can sign up 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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Our Ranges