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Shipping and Returns

Shipping & Returns

Shipping & Returns

FREE SHIPPING (UK ONLY)

We currently offer free shipping on all starter cultures*. This includes:

  • Kefir Grains
  • Kombucha Scoby’s
  • GBP, Ginger & Turmeric Bugs
  • Yoghurts
  • Sourdough
  • Vinegar Mothers

*Please note that free shipping is only eligible if the total weight of items in your cart is less than 750g.

FREE SHIPPING (UK ONLY) ON OTHER PRODUCTS

For free shipping on larger products (items which are not letterbox size), you need to spend over £65 with us. These items include:

  • Fermented Drinks
  • Fermenting Kits (kefir, sourdough, kombucha)
  • Supplies such as bottles and jars
  • Ingredients such as honey and sugar
  • Larger volumes of loose tea (usually 100g or more)
  • Flour

Next day Shipping Guaranteed and Saturday Delivery (UK Only)

We also offer guaranteed next day shipping and guaranteed Saturday delivery in the UK. Please ensure your order is placed before 1pm on the day of order to guarantee next day delivery. These deliveries require a signature. Please ensure that someone is able to sign for the delivery otherwise it will be returned to the local depot. You can arrange for the item to be delivered at another time if the delivery is missed. Please note that if a delivery is unable to be made due to no one being able to sign for the delivery, we are unable to offer a refund on the postage paid. We are also unable to resend the delivery again on guaranteed delivery service. It remains the responsibility of the customer to ensure that someone is able to sign for these deliveries. 

European Shipping

We currently ship to Europe only via the website. If you want to place an order outside of the EU, please contact us for a quote. Our insurance and relevant certifications allow us to easily export goods within the EU. Shipping outside of the EU may be subject to a customs charge and import/export taxes. Please see below for further details.

All European orders under 2kg are sent via Royal Mail which then hands those to your national postal service. We offer a fully tracked service and also a non-tracked service which only includes delivery confirmations. Delivery is usually within 15 working days. Most orders arrive within 7 days. If the order has not arrived after 15 days, please contact us.

All European orders over 2kg are sent via Parcel Force / GLS. Delivery is usually within 4 working days.

We can also offer priority European shipping options via DHL that take 1-2 working days. Please contact us for further details.

Customs Charges/Taxes

Occasionally international orders can be delayed/held/declined by customs. Sometimes a small fee is required by customs to import the cultures. We are unable to reimburse any customs charges.

If orders are returned to us as declined by customs. We will refund the order in full.

For orders returned to us due to non-delivery/non-collection, we are unable to refund the postage costs. In this instance, refunds on cultures will be at our discretion.

Non-European exports may be subject to an import/export tax. These taxes will need to be paid by the customer and will be discussed before shipping.

Packaging

All our orders are put into food-grade mylar packaging. The vast majority of our orders will go through your letterbox. We ship all our packages in heavy-duty cardboard boxes & envelopes to try and ensure your orders reach you in the condition we sent them in.

We are an ethically minded business and we are always working to try and reduce plastic. We use paper-based bubble wrap alternatives in our kits and recycle older cardboard boxes as often as we can. Sadly, many companies still ship to us in bubble wrap and plastic packaging. We recycle these also by reusing them in our own packaging.  Just in case you wondered why your order had plastic in! We are always looking for more biodegradable/compostable packaging solutions. As many of our products contain liquid, this makes it difficult to obtain suitable packaging. Our drinks range comes in glass bottles which yes, sadly do still have plastic screw caps. Again, we are always looking and open to alternatives.

Dispatch 

We aim to dispatch priority orders within 24 hours of ordering. For free shipping, we still aim to dispatch orders the same day or next working day of the order date. However, orders with priority shipping will always get dispatched first. We will always aim to dispatch orders with free shipping within 72 hours of the order being placed.

  • Priority orders are shipped 1st class with Royal Mail.
  • Free shipping is shipped 2nd class with Royal Mail.
  • International orders are also shipped by Royal Mail, who then hand them to your countries local postal service.
  • For larger orders, we use Parcel Force. This includes international orders.
  • For fragile items such as kits and bottled drinks, we use APC, a specialist courier.

Our cultures have been proven to work even after 20 days in transit. Please do not worry if your order gets delayed (usually, international mail can get delayed). If your culture does not work as expected, we will always replace it free of charge.

Lost / Damaged Orders

If you have not received your UK order within 8 business days in the UK or 16 in Europe:
Please get in touch with us. A small number of packages do go missing. In this instance, we always offer to reship the item.

We are unable to refund any orders returned to us due to missing delivery and then not collecting from the sorting office, This mostly applies to international orders.

For damaged items, please get in touch. We will always resend your order.

Returns

Due to the nature of many of our products being living cultures, we will only accept returns as long as they are within the BBE date stated on the back of the packaging. We are unable to offer refunds on anything returned to us where the BBE date has expired. For non-perishable items, please return them within 28 days for a full refund. All postage costs must be paid by the customer.

Failed Deliveries

Freshly fermented can not be held responsible for failed deliveries where we have made attempts to deliver orders to the address provided. For large items sent by courier, the courier themselves will charge us a return fee. Before that happens they will contact you several times to try and rearrange delivery, they will then inform us that it will need to be returned. We will then try and contact you to arrange delivery. If they are still unable to make a delivery, the order will be returned to us. In that instance, we will only offer a partial refund for any of the order that was non-perishable. We will not refund shipping costs and you will also need to pay back any return costs we have incurred by the courier which will be deducted from the refund.

Please note: If a number of delivery attempts have been made by a courier, and you now wish to cancel the order, the refund will only be issued once the order has been returned to us by the courier.

Refunds

On the rare occasion, something is lost or damaged in the post, we will always offer on the first instance to resend your order. If you would prefer, we can offer a full refund on your order if it has been damaged or not to your satisfaction. On the rare occasions we no longer have stock for a lost/damaged order, we will offer a full refund. Refunds generally take 3-5 working days and are handled by WorldPay/Paypal directly. For BACS payments, we return the money from the account in which it was sent.

Remember, if you are dissatisfied or unhappy with your order from us. Please get in touch to discuss how we can resolve any problems with you. We care about our products and our customers!