Frequently Asked Questions
Below you’ll find answers to the most commonly asked questions. If you can’t find the answer you are looking for please contact info@cytoplan.co.uk
Orders
If you have placed your order over the weekend or during a busy period (such as a sale), there may sometimes be a slight delay in processing your order. You will receive a shipment notification email once your order has been despatched.
Of course! Please call 01684 310 099 to place your order.
Returns
Upon receiving your order, if you decide that you no longer need it, you are entitled to return your order within 14 days of receipt. Please contact our customer services department who will send you a returns label and further instructions.
Delivery
Our delivery costs vary depending on where you live and the type of delivery you choose. Please see our UK pricing here:
FREE for orders on or over £25
£4.50 for orders under £25
£7.95 for next day delivery
Orders outside the UK are calculated at the checkout.
You will receive email notifications once your order has been despatched, depending on the weight and value of your order, it will either be sent by First Class post (Royal Mail) or via our nominated courier.
If your order has been sent via courier, we will email you the tracking details which can also be found by logging into your Cytoplan account.
If you think there are issues with your order, please contact our customer services team.
Depending on the weight of the order we may use a fully tracked courier service. For smaller parcels we use Royal Mail which will provide a tracking number but only to show whether there has been an attempt of delivery or delivered.
If you have paid for next day delivery but haven’t received your order when expected, please contact our customer services team.
Yes, shipping costs will be automatically calculated at checkout.
To calculate custom charges, it is best to research the specific charges for your country.
If you haven’t received your shipping email, your order may still be processing. Alternatively, if you are worried about your order, please contact our customer services team.
Damaged Items
Suitability
Promotions
Unfortunately, we cannot apply voucher codes once the order has been placed. However, you will be rewarded with loyalty points for every order you place, which can be redeemed for money-off vouchers against future orders when you reach at least 500 points.
Payment
Technical
If you have forgotten your login password, please “click here” and follow the instructions.
Sustainability
Our plastic-free pots are made from natural, sustainable sugar cane, ensuring it is only ever waste from the sugar cane industry. Our lids are made from aluminium meaning they are fully recyclable. Due to the compostable material used in our pots, they can be damaged in extreme weather conditions, if your product has been damaged as a result of this, please contact the customer service team and we will arrange a replacement.
We are working really hard to make the plastic-free switch and are proud that over 90% of our range is plastic-free. However, we do have a small portion of our range in our recyclable PET pots.
Yes, we will only ever purchase eco-friendly packaging materials to pack your orders however, on the rare occasion we receive plastic packaging from suppliers, we will reuse this for our orders and hope our customers do the same.
Absolutely! Our new sugar cane pots are recyclable and compostable.
1. As they are plant-based your pots are compostable and certified to EN13432. Composting bins are normally managed by local councils (those bins are then taken to industrial composting plants). Check for compostable collections in your region. Please note that our pots are not home compostable*, they require specific conditions to biodegrade.
2. If the above is not available, pots should be disposed into the household packaging / plastic bins. These bins are then sent to a classification plant to classify all different materials, including PLA (pots made from sugarcane) from standard plastics. You can check your local recycler to see if PLA is accepted in your area. Both the pot and the lid are recyclable.
If your local authority does not offer a service for recycling PLA please contact our customer service team.
Please note as the use of compostable materials grow, thanks to consumer demand, so will the recovery facilities. However, there remains significant sustainability benefits of using renewable materials (in our case sugarcane) instead of finite oil-based resources used in standard plastics. Our pots also have a lower CO2 footprint not only when compared to conventional plastic but glass bottles as well.
*In home compost piles they do not compost quickly enough to achieve certification, but you are welcome to have a go. Keep agitating your home composter to get air into the mix, keep it damp and mouldy, and when you sieve out the twigs and bigger pieces from your compost if any bits of pots are left just cycle them all back in again.
Product information
Wholefood refers to the type of process we use to make certain products. Further details can be found here.
Food State refers to the type of process we use to make certain products. Further details can be found here.
Yes, all of our products are free from gluten.
Over 90% of our products are vegan, you can view the full range here.
We have a Soil Association approved organic range available here.
New trade accounts
Staying in touch
Looking for further support?
Our customer services team will be happy to help you. Please email info@cytoplan.co.uk
We are open Monday to Friday from 9:00am to 5:00pm.
