Below are the answers to our most frequent questions. If you can’t find the answer you’re looking for, please do get in touch at firstname.lastname@example.org and we’ll get back to you as soon as we can.
When will my order be delivered?
We aim to deliver 5 to 10 days after you place your order with us, and then any regular orders will be with you at the same time each month. We’ll email you when your order leaves our warehouse and then you’ll be able to track it all the way to your house.
If you have multiple recurring orders with us for different days of the month, then we will look to bunch them together into one. We believe that fewer deliveries is better for the planet -- fewer miles on the road and less packaging for you to recycle. We’ll check with you first though.
Can I change my order?
Absolutely, getting extras or reducing an order is one thing we want you to be able to do simply by logging into your Si-Su account and making the changes you need to. If you need any help or want to check anything about your order then do email us at email@example.com. It’s also worth checking if we’re close to shipping your order, as any changes may not take effect until the following month.
How have you chosen your products?
We carefully select products that closely match our principles around reducing waste and single-use plastic, using natural and eco-friendly ingredients and from companies that are giving back in some way.
Our partners are doing good in different ways and some are farther along the journey than others but it’s clear they’re united by a passion to change things for the better. We’re all about transparency and helping you be conscious about where you spend your money and we’ve been obsessive about listing key information on each partner and each product so you can make the right decisions for you.
Why do you still have plastic in your products?
We try to keep plastic to a minimum, however sometimes it can’t be avoided. It’s usually because the plastic is widely recyclable and the product stacks up well against some of our other criteria. Or it may be that the plastic is designed to be reusable like a spray bottle you refill, or a pump you reuse. If you have any recommendations for more planet friendly solutions, please do pass them on to us at firstname.lastname@example.org.
Can I send an item back once it’s delivered?
No problem at all! Make sure you keep the product and its packaging as pristine as when you got it, drop us an email at email@example.com and we’ll get you a returns bag sent out. You have 14 days to return the product from the date of delivery and your refund will be processed when we receive the product back. You can read all about our returns policy here.
How can I change my delivery address?
Easy. Log in to your Si-Su account and you can add or change your address there.
There’s a problem with my order, or it’s not what I expected. Can you help?
We’re really sorry to hear that and want to get it fixed straight away. Drop us an email with the problem and we’ll get on to it.
Why hasn’t my delivery arrived?
We are pretty good at delivering on time but there's always the chance that things outside of our control can happen. Check if we’ve sent you a delivery email (have a peek in the junk folder too in case it ended up there) as you’ll be able to track your parcel from there. If you haven’t got a delivery email and you were expecting one, or it doesn’t answer your questions, do get in touch.
How do I request for my information to be removed in line with GDPR?
Drop us an email - we'll get on that for you straight away and confirm when it’s done.
How can I cancel my regular order?
You can cancel your regular order at any time in your Si-Su account on our website and if you need any help please get in touch. If it’s close to your delivery date then it's worth checking in with us as your cancellation might not take effect until the following month.
We really want to know why you’re leaving us so we can get better at what we do. If you take time to provide feedback then we’ll spend time acting on it. We want to be a service that people love!
When will payment come out of my bank account?
Payment should come out of your account within 3 days of placing your order. For regular orders ongoing payment should come out of your account within 3 days of receiving your shipment confirmation email from us.
Any changes you make to your order will come into effect for your next delivery, however if we’re close to shipping your order please double check the date in your confirmation email, as any changes may not take effect until the following month.
How much does delivery cost?
Delivery is £3.50 or free for orders over £40.