- There is a problem with my order. (incorrect product received, not enough product received, damaged goods etc)
Our apologies that you have not had the perfect experience with us, please contact us at email@example.com as soon as possible. To ensure that our customer service team can resolve your query as soon as possible, please have all your details to hand including: order number, email address, order date, postcode and billing name. This will get things moving much faster for you and us, helping us to resolve your query as swiftly as possible.
- I can’t find the product I want; can you order it or source it for me?
We do our best to offer a wide range of herbs, spices and botanicals on our website. Should you be looking for a specific product, please do get in touch with our team at firstname.lastname@example.org, who will do their best to help.
In the majority of cases, we do require a minimum order of 150kg in order for us to source products. Whilst we realise this might not be possible for all our customers, please do get in touch with our team at email@example.com who will be able to keep your details on file. We listen to our customers and aim to source regularly requested products where appropriate as part of our ongoing product development.
- I run a small business, can I open a trade account?
Of course you can! We offer small package sizes even for our trade customers and with a minimum order of just £70, we are affordable even for start-up businesses.
We have a bespoke website that is focused towards customers looking for wholesale quantities. This on-line portal offers an easy and efficient way for companies big or small, to place orders with us and offers the UK’s largest on-line range of the herbs, spice and botanical products.
As an on-line company, all of our products, sizes and prices are on our website for your perusal at any time at trade.justingredients.co.uk
Our trade site has the following minimums for all orders and providing you meet these you can register for an account:
-Minimum order value: £70.00
-Free shipping over: £200.00
-Minimum pack size: 250g
If you do not think your orders will qualify for the trade site just yet, you can simply place your orders via our main website for now and upgrade later on. Please see our retail website - www.justingredients.co.uk
- Is it possible to order over the phone?
As we are an e-commerce business, in general, we are only able to accept retail orders through our website. However, if you need help placing your order online please give us a call on 01291 635 525 and a member of our team will be more than happy to walk you through the process.
If you’re experiencing difficulties using our site, please do get in touch at firstname.lastname@example.org or give us a call on 01291 635 525. In order for us to report any technical difficulties to our web developers we ask that, where possible, you attach a screenshot of any errors so that we can fix these as soon as possible for you.
- Can I order a product which is out of stock and have it sent out as soon as it arrives? (Backorder)
Unfortunately, we are unable to offer a backorder service for any items that are out of stock.
Due to many of our goods being shipped from overseas, which are susceptible to delays, we are sometimes unable to guarantee an exact delivery date for new stock. Because of this, we do not offer any backorders to avoid customer disappointment
- Can I add something to my order once it has been placed?
In order for goods to be dispatched to our customers as soon as possible, orders are packed up as soon as possible upon receipt. Therefore, we do not offer an option to add to your order as standard.
However, should you urgently need to add an item to your order, please get in touch with our customer service team on email@example.com, who will do their best to accommodate you. This service is offered at our discretion.
Please note all the above must be actioned the same day as the original order for us to be able to combine the orders in the packing room and return any outstanding postage funds.
- When will my order be dispatched?
The majority of products 1kg or under in weight are dispatched from our brand-new priority warehouse, where we attempt to ensure that all orders placed before 1pm, are dispatched that same day (excluding weekends). This applies to non bulk (under 1kg) items only.
Bulk products are dispatched from a separate warehouse and are not currently guaranteed for same day dispatch. We will endeavour to dispatch bulk goods as soon as possible, usually within 2 days.
The delivery date of your goods will depend on the delivery service selected at checkout. <’Please see When will my order be delivered?’> for more information.
- When will my order be delivered?
The delivery date of your goods will depend on the delivery service selected at checkout, a rough guide below outlines estimated delivery times. Please note these time to not include the time taken to process and pack your order:
Economy Delivery: 5-10 working days
Priority Delivery: 2-3 working days (for deliveries outside of the UK please allow longer for your delivery to arrive).
Pre-12 Delivery: delivery before 12pm the following working day (on non-bulk items, when your order is placed before 1pm).
We offer free delivery to the UK mainland on all orders 25kg or less in weight. All orders placed with free delivery will be sent on our economy delivery service.
To enable us to offer you the best price for delivery, the courier we use may vary depending on your order contents and delivery destination. Unfortunately, not all delivery options are available in all delivery locations outside of the UK.
- Can I arrange my own courier to collect my order?
On special request, we can work with customers who would like to use their own carriers, providing that full payment has been received in advance for the goods.
For further information, please contact our team at firstname.lastname@example.org
- Would it be possible for me to collect my order?
As much as we would love to see you, our warehouse is strictly business! This is to ensure your safety as well as the safety of our packers and products.
- Why have your prices gone up?
We strive to be as competitive as we can, however, as we deal in natural products we are affected by factors such as weather, growing seasons and economics when it comes to sourcing our herbs and spices.
For example, if it has been too dry or too wet in a country where we are sourcing a product, this can significantly change the availability of the product and therefore the price. The good news, however, is that this works both ways, so when our suppliers' prices come down, so do ours!
- Can I try before I buy?
We love it when people want to try something new and we understand that sometimes you want to try a little before you try a lot.
We can offer up to 5 x 20g samples for our UK customers. Simply email us with which products you’d like to try, along with the name and address to send them to.
If you are a trade customer or are looking to create a custom blend, please contact a member of our trade team at email@example.com for some samples.
Don’t forget - once you receive your samples, please let us know what you think! You can even send us photos and recipes on our Instagram, Twitter and Facebook pages. Think you’ve found the perfect recipe and would like to feature on our blog? Email us at firstname.lastname@example.org!
- I would like to blend my own spice mix, is this something that you can do?
We love working with creative food companies, so if you have you have been thinking of creating something new or you already have own flavour that you would like to develop we would love to hear from you.
In order to offer you the best possible service, we do ask that custom blend orders are subject to a minimum order quantity of 75kg per bespoke blend, which we can package for you in anything from 5g bags/sachets up to 25kg bags.
Please have your percentages ready, we ask that you send us over a recipe by percentage of each ingredient. This helps us to provide you with information regarding lead times and pricing.
Still working on your blend? No problem we are happy to help you on your spice journey and can provide samples along the way to ensure the perfect flavour combination for you.
We can also customise your special blend with, custom pack sizes, with either minimum labelling (black and white logo, name, best before date, batch number and allergens), or we are pleased offer bespoke labelling from £70 per order.
The options are endless and we are more than happy to be led by yourself and to work with you to fulfil your spice dreams. Interested? Get in touch with our team at email@example.com for more information.
- I want to take some of your herbs and spices for health reasons, is this something that you can advise me on?
Unfortunately, we are prevented by law from offering any information on dosage or usage of our products.
We can only suggest that you consult a licensed practitioner or herbalist.
- Are your oils safe for cooking with?
Our oils can be perfect for pepping up any dish which cooking, however only a few drops of the oil should be used and no more. Essential oils are very potent and high doses should not be consumed.
- Are your products Gluten free?
Although we take great care to ensure products themselves are gluten free, our packing staff are trained in handling allergens and quarantining is in place, in both the packing and storage facility, we cannot 100% guarantee that our products are free from gluten.
- What is the percentage of Curcumin in your Turmeric?
Curcumin is a naturally existing compound in Turmeric and therefore the percentage of curcumin in our Turmeric products can vary from batch to batch. Our Turmeric is a 100% natural product and therefore does not undergo any processing to increase the naturally occurring level of curcumin. Please contact our customer service team to obtain up to date curcumin levels before placing your order.
Certifications & Specifications
- Can I get a copy of the certificate of analysis for a product?
We are happy to offer a COA (certificate of analysis) for the herbs and spices on our site. After receiving your order, please e-mail our team at firstname.lastname@example.org with the batch number printed on the packet.
After receiving this information our technical team will be able to send you the COA for the product you have requested.
- Do you have product specifications for your products?
- Is it possible to have a copy of your Accreditations and Certifications?
Yes, simply visit trade.justingredients.co.uk/technical
You can always find this link in the footer of our website.