1 Payment & Refunds & Exchanges
1.1 What payment methods do you accept?
We accept payment from Debit or Credit cards - American Express, Discover, VISA, Mastercard, as well as payments made by Pay-Pal, Amazon Payments, and Apple Pay.
1.2 Do you sell gift cards?
1.3 How do I purchase a gift card?
1.4 Why haven't I received my gift card?
1.5 I've lost my gift card, can I get a replacement?
1.6 Do you offer student discount?
1.7 My discount code didn't work?
Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product.
If it’s still not working, please email us at [email protected] and our team will be able to advise you further.
1.8 Can I use more than one promotional code on my order?
No, you can only use one promotional discount in each individual order.
1.9 Experiencing problems paying?
Oh no! Please try an alternative payment method or contact us at [email protected] and one of our customer service representatives will help you as soon as they can!
1.10 How do I return an item?
We really hope you love every Back To Eden CO item you purchase, however, if you do need to make a return you’re welcome to do so within 15 days of receipt.
All returned items must be sent back to us unopened, unused and in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. Please note, if150 days have expired then unfortunately, we are unable to accept your return.
To return your items to us you can use the Freepost label that comes attached to your returns note. However if you are shipping from the US you will have to pay to use this service as it's a UK Freepost service only. To avoid any extra cost to you, please use the cheapest available shipping option and allow 21 working days for the return to be received into our warehouse, we will then email you to notify you whether your return has been accepted and process your refund to your original payment method. Once you've received an email confirming your refund, please allow 5-10 working days for your refund to appear back into your account.
There are a few items we stock that can’t be returned due to various reasons, so please make a note of this before you purchase. For hygiene reasons we cannot offer refunds on cosmetics and beauty products including skin care, bulk herbs & teas, tinctures and capsules. We try hard to accept all returns, in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. This does not affect your statutory rights. Gift Cards are also non-returnable items.
1.11 Can I exchange an item?
1.12 Can I return a gift?
1.13 I've purchased beauty products, can I return them?
1.14 What should I do if my refund is incorrect?
1.15 I forgot to include my returns note in my return, what can I do?
1.16 Will my original postage costs be refunded?
1.17 What do I do if my item is faulty?
1.18 I purchased a product and now it's on sale, can I get a refund?
1.19 I've bought something online, can i return it in-store?
2.1 What delivery options do you offer?
2.2 How does your US standard delivery system work?
2.3 Can I track the status of my order?
2.4 What happens if nobody is in when my order is delivered?
2.5 Will my parcel be charged additional custom and import charges?
2.6 Can I get my order delivered to a PO box address?
3 Orders & Shipping
3.1 Where is my order?
3.2 Can I cancel my order?
3.3 Can I amend my order once it has been placed?
3.4 What can I do if my order is going to the wrong address?
3.5 Where is my order confirmation?
3.6 What should I do if my order is missing?
3.7 What do I do if I have received the wrong item?
3.8 There's an item missing from my order, what should I do?
3.9 I purchased an item on pre-order, when will it arrive?
3.10 I've bought a gift card, can i cancel or return it?
4 Product & Stock
4.1 Can you tell me more information about your products?
4.2 Why can't I find an item that I've seen advertised?
4.3 How can I find out if you'll be getting more stock of a product I want?
4.4 Are your products vegan/vegetarian friendly?
4.5 How do i find out what ingredients are in your products?
5.1 I'm having trouble signing into my account, what should I do?
Oh no! please try resetting your password initially. if this still doesn’t work please contact us at [email protected] and we’ll try and help!
5.2 How do I reset my password?
5.3 How can I access my wish list?
5.4 Is my personal information kept private?
5.5 How can I remove my personal information from your database?
5.6 How do I unsubscribe from your news letter?