We've gone ahead and answered our most frequently asked questions, either start typing your query into the bar below or scroll down and click for the answers!
Ordering
How do I place an order?
Browse our website using the menu above, or search using the search bar. Add items to your Basket, and proceed to the Checkout once you are done.
Can I cancel my order?
Yes, as long as we have not started processing it. Processed orders and dispatched orders cannot be cancelled - but you can still return the order to us, as per our Terms & Conditions.
Can I specify delivery instructions?
Yes - during the checkout you will see a box marked 'Special Delivery Instructions'. Anything entered here will be printed on your address label for the courier to see. As the courier company is different from our company, we're unable to give a guarantee that they'll follow the instructions - but they're nearly always very good at doing so!
Can I change my delivery address?
Yes, as long as your order has not been processed. Please contact us here with the new delivery address. Please note that changing the address to a more expensive destination (such as changing a UK order to an overseas one) will incur extra postal fees.
Can I add items to my order?
Yes! As long as your order hasn't been processed, you can easily add to your order by contacting us here. Please note that we will always try and honour these requests, but do not guarantee that we will be able to do so.
How do I know if a product is allergen-free?
The allergen information is found on the products page, near the ingredients sections.We also use a handy tagging system for our allergy-aware customers. At the bottom of any product information page you should be able to see its tags.
Allergy Tag |
Description |
Naturally Gluten-Free: |
Products in which you wouldn't expect to find gluten, such as fruit, seeds and nuts. These products have not been tested for gluten so may contain traces. |
Guaranteed Gluten-Free: |
These products are packed in a contained environment free from gluten. |
Vegetarian: |
The product contains no meat products or meat by-products. |
Vegan: |
The product contains no meat products, dairy, egg or any other animal sourced ingredients although they may be packed and processed in an environment that handles these allergens. |
Fairtrade: |
These products are certified fairtrade. |
Dairy-free: |
Products that do not contain dairy. |
If you have any severe allergies or intolerances and are not sure if a product is suitable for you, please ask us here. We recommend you contact us before you buy if you are unsure if a product is suitable for you.Can I place an order for collection?
Currently we are not accepting collection orders due to the Covid-19 pandemic. We apologise for any inconvenience
Do you sell GM products?
We do not sell any genetically modified products.
My Account
How do I register for an account?
Your account will be created as soon as you make an order. You will be emailed with the details.
Help! I can't log in!
If you have forgotten your password, please click here. If you don't receive your password recovery email, please contact us here and we can reset it for you.
How do I speak to someone?
You can either email us or contact us through our contact form found here. Alternatively you can call us at 0800 689 1982. This free phone number goes through to our answering service. For the fastest response, please send an email using the form above. We answer emails quickly and give thorough replies!
Delivery
Where is my order?
If your order has been dispatched, you should have received an email with a link to the tracking information. If not, you can also click here to access your parcel's tracking details. If the estimated dispatch time has passed and your tracking link isn't working, please let us know here.
What happens if I'm not in when my delivery arrives?
No problem - the courier will follow any special delivery instructions you have specified at checkout. Alternatively, they may leave it with a neighbour or in a safe place. Depending on the delivery option, your order may be taken to your local post office for collection.
My parcel says 'delivered' but it's not here
Most couriers get some form of proof of delivery (signature; GPS location; photograph) so it's rare that a parcel goes missing. Please check with your neighbours, housemates, family members or anyone else who could have taken delivery of your parcel. Keep an eye out for any delivery cards that may have been posted through your letterbox with further information. If you still can't find it, please let us know and we will investigate for you.
When will I get my parcel?
Delivery timescales can be found click here. We have a wonderful network of suppliers, most of whom can deliver the next day, meaning there is usually no delay to your order. It's this ordering system which enables us to offer such a huge range of over 5000 hard-to-find products, and allows us to send you the newest, freshest stock!
Help! I only received half/part of my order - where's the rest?
Sometimes, when specific items are unavailable, we may send the majority out to you while waiting for the other items to arrive. If your order is particularly heavy, we sometimes split it into separate parcels due to the couriers' weight restrictions.
How are your orders packaged?
We always make sure to package your orders adequately to ensure they arrive safely. We use recyclable paper and shredded cardboard to protect items in transit. We re-use all the boxes we’re sent, and those that can't be used to box up orders are turned into eco-friendly packaging. The majority of our boxes are currently purchased from a third-party company that essentially saves the boxes from being needlessly dumped into a landfill site. The boxes we purchase from this company are mostly leftovers from redundant stock. So if you receive your order in a branded box - don't worry they have either been purchased unused or they have been recycled and rendered food safe!We have axed the plastic bubbles, the bubble wrap and the clingfilm, in favour of recyclable paper and cardboard. We’ve banished plastic tape, and now only use paper tape. For more information click here.
How long will my order take to arrive?
Depending on your chosen delivery option, it can take from 1 - 7 working days from the date you order for your parcel to be delivered to you. For more information click here.
My order is damaged, how do I get a replacement?
If your order has arrived damaged please immediately take clear photos of the condition of the unopened parcel and any broken products inside so we can investigate and offer you a refund, replacement or voucher.
How do I return an item?
Changed your mind? If you no longer require your order, either refuse the delivery at the door, or send it back within 14 days of receipt to Healthy Supplies Ltd., South Coast House, 35 Chartwell Road, Lancing Business Park, Lancing, West Sussex BN15 8TU. As long as the goods are in unopened, resellable condition, we will then be happy to process a refund for you (please note we can only refund the cost of the items). Something wrong? If you believe there is something wrong with your items please email us here with details of the problem, and we'll do everything we can to make it right.
What is the country of origin of this item?
For any of our Sussex Wholefoods or Healthy Supplies branded products, you'll be able to see the country of origin and Best Before date of the most recent batch on the right hand side of the page, in green. Please note we can't guarantee you'll be sent the specific batch stated on the page. Please email us if you have any specific requirements.
Why do you still use plastic in your packaging?
We are happy to say we have significantly reduced the amount of plastic we use, and are currently working on eliminating it entirely from our products and packaging.
Promotions
What is your multi-buy offer?
We offer a multi-buy discount on certain products. Get 5% off when you buy three or more of the same item and 10% off when you buy a full case of some applicable snacks! Please note this offer is not valid when buying different variants of the same item.
My discount code isn't working!
Please make sure you've typed in the code correctly, with no spaces before or after, and that the offer has not expired. Please note we are unable to apply discount codes after you have placed your order.
I've already placed my order but I've forgotten to add the discount code or the free gift?
We are unable to add discount codes or free gifts after you have paid and checked out. Please ensure you check that the correct code has been added prior to paying to avoid disappointment.
How can I buy a Healthy Supplies gift voucher?
If you would like to buy a gift voucher please shop here. Please note these will be online gift vouchers and we cannot send gift cards in the post.
How can I use my Voucher, Discount, or Offer?
To use a voucher code, just click the 'Redeem Promotional Code or Voucher' link near the bottom of the Basket page, enter it in the box and click 'Apply'.