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FREQUENTLY ASKED QUESTIONS

Here are the answers to some of the common questions we receive



Customer Service

How do I contact customer service?

You can fill out the online form on the Contact Us page and we will reply to you at the earliest convenience.


Do I need to set up an account to place an order?

You can shop without creating an account - just use the guest check-out.

However, registering does have some benefits:

  • Track your orders and review past purchases
  • Request a return or exchange directly from your account
  • Add sold out items and products you love to your Wish List
  • Receive exclusive promotions (or opt out of comms)
  • Save your address and card details so you can shop even quicker next time

Please note: Emails from us may appear in your junk/spam folder.


I’ve forgotten my password – what should I do?

To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.


What happens when we receive a failed delivery attempt notification?

Please contact the freight company or local post office to collect/or arrange a redelivery of the item(s). They will only redeliver a certain number of times.


Can I change my order before it’s sent out?

If your order has not been dispatched, we're more than happy to assist where we can.

Please contact our customer service team urgently on the Contact Us page and we will do our best to accommodate you - please note, refunds and cancellations will be subject to the policies of our sellers.


I have not received an order confirmation

Order confirmations are emailed automatically to the email address provided when processing your order.

It may appear in your junk/spam folder. If you have entered an incorrect email address and have not received our Order Confirmation – please [Contact Us](/contact_us/new to update your details.


What is a backorder email?

Our website display's if an item is out-of-stock and an approximate lead time for ordering. However, if you're happy to wait for the lead-time, please 'Add to Cart' and proceed to check-out.

Once your order has been processed, a backorder notification will be sent advising an approximate date of dispatch for your out-of-stock items. We can also recommend alternatives if the date does not suit your time-frame.


How can I check if a product is in stock?

Our website should display if an item is out-of-stock and an approximate lead time for ordering.



Gift Cards

Do you have gift cards?

We do indeed. You can purchase these in the gift cards section of the main menu.


How do gift cards work?

Our gift cards are digital. Purchase the gift card via our Gift cards section. You can input the recipient, the amount (between £20 and £2000), and the date you would like the gift to arrive in the recipients inbox. The recipient will receive an email with your gift card and message. They will be able to redeem this against any item(s) on Wellbetter. We can also provide refunds and cancellations at request.




Pricing

Is VAT included in the online web price?

All our prices include VAT.

VAT is added to your order if applicable at the time of order placement and is confirmed prior to making payment upon checkout.




Shipping & Delivery

How can I track my order?

Once your order has been dispatched, we will send you an email. You can follow the status of your order using the tracking number provided in this message.


If I only placed one order, why am I receiving multiple parcels?

Purchases are shipped from our sellers, therefore if your order contains items from multiple sellers, they will be shipped to you separately, from different locations.


I’ve received one item, but where’s the rest of my order?

Items are shipped by the seller, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details. If you still have concerns please Contact Us.



Online Events and Services

Why have i received a shipping notification if i ordered an online event or service?

Some of our online services are set up as products. If you receive a shipping notification with the tracking number n/a and you are not expecting a physical delivery - just ignore this or get in touch to double check via our friendly Customer Contact Centre

When will i receive a link for my online event/class?

The seller will get in touch directly by email with the link to your online event. If you still haven't received your link and you get concerned, you can get in touch via our friendly Customer Contact Centre.

How do i book in a time slot for a service (online coaching, etc)?

Some of our services allow you to choose your time slot on check-out. If this is not the case, after you purchase the seller will get in touch directly by email or phone to find a good time for you. If you haven't heard from the seller and are concerned, you can get in touch via our friendly Customer Contact Centre. If you don't want to purchase without having agreed dates with the seller, get in touch and we can find the right date for you.



Corporate Services

How do your corporate services work?

Every corporate is different and we aim to be flexible to our corporate partners needs. Get in touch via our friendly Customer Contact Centre and we can tailor the right program for you.

Examples of our corporate packages include ad hoc purchases on the marketplace, tailored quarterly and annual programs via a concierge service, or employee gift vouchers so corporates can cater to their wellbeing needs.


Do I have to use the marketplace?

No - the marketplace serves as a catalogue for inspiration and ideas, and may also be great for last minute or ad hoc purchases. However, our concierge team would equally be happy to put together programs and suggestions for you offline. You can reach the concierge team via our friendly Customer Contact Centre

How does pricing work for corporates?

Nearly all of our products, services and experiences can be tailored for corporates and to suit your budget, team size and wishes. Our preferred way of working would be to arrange a video chat, understand your needs and then put together tailored solutions for you with tailored pricing. This will make sure you get the best deal going.

How do employee gift cards work?

You can purchase digital employee gift cards for your preferred amount via the marketplace or via our concierge team. Employees will receive gift cards by email, and can redeem them on wellbeing products, services and experiences. We can also create branded pages with specific products, services and experiences, as approved by you.

These can be one off, quarterly, annual and so on - we can be flexible to your needs.



Contacting Sellers

Can I contact the seller, as I have a query about the product?

Please contact our friendly Customer Contact Centre, and they will be happy to contact the seller on your behalf to answer your product queries. You can also reach them via the enquiry section on the sellers product pages.




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