About same day despatch
We endeavour to dispatch any orders received before 12 noon Monday to Friday the same day.
Orders received after 12 noon or on a bank holiday or weekend should be dispatched the next working day. You should receive your parcel within 2 to 3 working days; however, please allow 1 week for delivery.
If you have received a tracking number for your parcel, please see "How do I track my order?" below. This will show the status of your delivery.
Adding items to an existing order
Unfortunately, when ordering online you are not able to add to your order once you have completed the checkout process. You may, however, add items to your basket at any time before checkout, and are also able to save your shopping basket for future purchases.
Cancelling your order
You have the right to cancel your order at any time if not totally satisfied within 7 working days after the day you received your goods. You will then be given an unconditional full refund, including any delivery charges. If you wish to cancel your order, please call our Customer Services department on +44(0)1684 310099.
Every order placed online is given a unique order reference number. This can be located on your printable confirmation page, in your email confirmation, and printed on your invoice when you receive your order. Please quote this reference number if you have a query with your order.
Credit card security
All credit card payments are securely taken and processed live by the Braintree payment system. Credit card details are not held online. You can therefore be assured that all credit card information is safe and secure. Always look for the "secure padlock" when you are entering your credit card details on any ecommerce website. This will ensure that the area you enter payment details in is secure, and any information you input is encrypted. Also please be aware that many banks implement additional credit/debit card security procedures such as Verified by Visa and Mastercard Securecode and that this is a service managed by your bank and not by Cytoplan Ltd.
If you have any problem with our payment system, please don't hesitate to contact a member of our Customer Services department on +44(0)1684 310099
Changing your delivery address
You are able to add or change a delivery address in the checkout area when you are placing your order. Alternatively, you can create or amend unlimited delivery addresses, and saving them for future use via your online account. Please click "My Account" on the top bar and logon to add or amend addresses within your online address book.
How do I track my order?
Tracking details will be sent via email once your parcel has been dispatched. You will also be able to track your order by logging into your online account. This only applies to large UK orders sent via our nominated courier. Smaller orders will be sent via Royal Mail, where (unfortunately) no tracking details are available. To track your order, please click on the tracking link provided and follow the instructions.