Frequently Asked Questions - FAQs
Can I place an order by telephone?
Yes you can place your order by telephone at no extra cost; just give us a call on 01483 205431. Unlike most online companies, we’re happy to speak to our customers – of course we’re only open during normal office hours Monday to Friday from 9am – 5.30pm, so if it’s easier to give us a call, please do! If you're calling outside of these times, please leave us a message and as soon as we return to the office, we'll happily give you a call to place your order.
However, don’t forget, our website is open 24 hours a day, 365 days a year – even over Christmas, New Year and Bank Holidays, so it may be easier and more convenient to order online.
What happens if I am having difficulty with the online payment system (using 3D secure)?
Just give us a call on 01483 205431 or drop us an email at firstname.lastname@example.org and we'll get in contact to place your order with you. With the new banking regulations from March 2022 for online payments, everyone now needs to have either a one time password texted to them or a mobile app which will allow you to authorise a payment. We recognise that this may not be suitable for all of our customers, and so by speaking with our office directly, we're able to process your payment in a different way, without the need of a one time passcode or mobile app. And rest assured, we never store any financial data, so when we've processed your order, all your personal data & financial data remains secure.
Are the same deals available on telephone orders and on the website?
Yes, we offer the same special offers via our telephone orders that we offer on our website too, so you’ll never miss out on our best deals irrespective of how you place your order.
Out of stock items
In the unlikely event that we are out of stock with an item on your order, we will contact you to discuss if you would prefer to wait for the item to return into stock (normally 1 – 2 days depending on our supplier), or if you would prefer a part shipment.
Returns & Refunds
We are happy to accept goods returned to us, providing they are unused, unopened and in a sellable condition within 30 days of your original purchase. You will need to receive a returns number to enable us to accept your return – failure to do so may result in your return not being accepted and your refund being processed. For the full details on our returns process, please see our returns and refunds page: https://www.manukahoneydirect.co.uk/returns-and-refunds. If your item is approved for a return/refund, all refunds will be made to the original payment method that you used to pay for the item, and subject to the banks/credit cards and Paypal processing, it may take up to 5 working days to enter your account.
Environmental packaging policy
At Manuka Honey Direct, we’re committed to limiting our impact on the environment. We recycle all the external packaging from our suppliers that we can (boxes/plastic bits) either by using them as packaging for other orders, or by recycling them with an approved recycling company. Our cardboard boxes are recycled and our plastic bits (packing peanuts) are biodegradable.
We are constantly striving to find new and more environmentally sound ways to despatch our goods to you, whilst making sure they arrive with you in one piece and have no damages.
How much is your shipping charge?
In order to obtain our free standard shipping, your order must be over £39 in value. Any orders over £39 in value will automatically receive free standard shipping but you do have the option to pay an additional supplement for expedited shipping. Full details are available on our delivery and shipping page: https://www.manukahoneydirect.co.uk/delivery-and-shipping
If your order is under our free standard shipping threshold, you will be subject to a small delivery charge of £2.99 per order for UK mainland delivery, irrespective of the quantity of items you have in your order.
We do offer varying shipping charges for European delivery, depending on your country and the weight of your package. Please find more information on our delivery and shipping page: https://www.manukahoneydirect.co.uk/delivery-and-shipping
What are you shipping methods?
We use several companies for our shipping options; Royal Mail and DHL. All our shipping methods use tracked services for our mutual convenience and security.
Shipping cut off times
If your order is placed before 2pm we will ensure your order is despatched the same day, subject to availability of your item. Our warehouse finishes despatch on Friday afternoon and does not start shipping again until Monday morning, so any orders placed after 2pm on Friday and before 8am on Monday morning, will not be shipped until Monday.
Please note that any orders despatched on a Friday, that have a next working day delivery service will not be delivered until Monday. We are unable to offer any services that delivery on a Saturday or Sunday.
Shipping delivery times
We have several shipping methods available for your selection at the time of ordering. Our standard delivery service is a 48-72 hour working day delivery service. There are options to have a courier next working day service, subject to an additional surcharge. Please check out our Delivery and shipping page for more information: https://www.manukahoneydirect.co.uk/delivery-and-shipping
Is your site secure?
Yes, our website is fully secure. You will see the padlock in the top left hand side of the browser window, right next to our website URL www.manukahoneydirect.co.uk
This symbol means that we have a website SSL security certificate accredited by an external third party security company, that ensures that our connection to the banks for processing payment is secure, as well as helping us to safeguard any sensitive data we store (like your name & address) is also secure.
We also take the extra measure that we do not store any financial data on your account, which means that there is no financial information available, in the highly unlikely event that are our company is targeted.
We are proud to say in the past 10 years since we started the business we have never been attacked.
How do you store my data?
We only store your information for transactional purposes – so in direct relation to an order. We will store your name and address details on your account for simplicity of ordering but we will only contact you in relation to an order, unless you have given us specific permission to do so.
We do not share your data with third party companies, unless there is a need for us to do so to process your order, so for example, if our courier and mail service provider needs your details to deliver your package.
We will ask for your permission to send you relevant marketing promotions and newsletters – they will only be from our company and will not be passed onto other companies.