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Frequently Asked Questions


Can I use your products whilst pregnant/breastfeeding?

Most of our products should be generally safe for pregnant or breastfeeding women. However, we strongly advise that you speak to your doctor or healthcare professional about the specific product before using it if you are pregnant/breastfeeding.

Are your products vegan?

Many of our products are vegan, but some are not. Check the individual product descriptions to find out.

Are your products gluten-free?

Many of our products are gluten-free, but some are not. Check the individual product descriptions to find out.

Do I need to keep your products in the fridge?

No, you don’t need to. You should store your products in a cool, dry place, such as a kitchen cupboard.

What is the shelf life of your products?

All products you receive should have a shelf life of at least 3 months, however, do contact us if you are unsatisfied with the shelf life of your product. Check the bottle label to see the best before date. The shelf life may be shorter than some other products on the market - this is because we use natural ingredients and no artificial preservatives. 

Are your products tested for heavy metals?

Yes, all our products are third-party lab tested for heavy metals to ensure optimum safety and quality. 

Can I take multiple products together?

Generally, yes. However, you want to ensure you don’t consume over the recommended daily limit of certain vitamins and minerals. 


Do you accept PayPal?

Yes, we do. Simply choose PayPal at checkout. 

Do you offer Klarna Pay Later?

Yes, we do. Simply choose Klarna at checkout. 

What other payment methods do you accept?

We accept pretty much every payment method! This includes PayPal, Klarna, Shopify Pay, Google Pay, Apple Pay, and all credit & debit cards. 

Where do I apply my discount code?

You can apply discount codes at checkout in the blank box titled ‘Coupon Code’.

My discount code isn’t working

Discount codes and vouchers are usually only available on standard orders and not subscription-based orders. Many discount codes also do not apply to sale items or work in conjunction with other codes. If you are still having trouble with a discount code, please contact us and a member of our friendly team will be happy to help. 


Do you ship worldwide?

Yes, we do! Please note that international orders will usually take longer to ship than UK orders. 

When will I receive my order?

UK: At checkout, you will be able to choose from multiple shipping options. This means you can receive your order next day, or in 3-5 working days.

International: For international orders, your order should arrive between 4-5 working days. After placing an order, you will receive an email with a tracking link that will allow you to track the progress of your shipment. 

My order hasn’t arrived

For UK orders, please allow 3-5 working days for your order to arrive. For international orders, please allow 4-5 working days.

You should also have received a tracking link via email where you will be able to check the progress of your delivery.

If you have not received your order in time, please contact us and a member of our friendly team will be happy to help.


How do I create a subscription?

On the product page, choose ‘Subscribe and Save’. Choose the delivery frequency that you would like (e.g. weekly, monthly, etc). Then, add to your cart and checkout. It’s as simple as that! You have the freedom to apply a combination of different subscriptions and one-time purchases to your cart at one time. 

How do I edit or cancel my subscription?

After setting up a subscription, you will have access to your own subscriber portal. This will allow you to pause, skip, or change order dates, swap products, or cancel your subscription.

How do I update my billing information?

After setting up a subscription, you will have access to your own subscriber portal. This will allow you to update your billing information. 

How do I change my delivery address?

After setting up a subscription, you will have access to your own subscriber portal. This will allow you to update your personal information, including your delivery address. 

How do I reactivate my subscription?

After cancelling a subscription, you will need to set it up again in order to re-activate it.

How do I create an account/login?

Head to the My Account section of the site to create an account or log in to an existing account. 

Klarna Payments

Who is Klarna?

Klarna is a service that gives you the ability to make a purchase today, but pay in up to 30 days time.

How does Pay later in 30 days work?

Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Wellness Factory run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with a debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Wellness Factory has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s Pay later in 30 days’ products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Wellness Factory. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or inthe Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Wellness Factory will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

Klarna Continued

What happens to my statement, when I’ve returned the goods?

Once Wellness Factory has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I’ve received a statement, but I’ve not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Wellness Factory to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

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