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Account Help

What do I do if I forget my password?

We cannot see any of the passwords you use on our website, so if you forget your password, your only option is to reset it.

You can reset your password by following the "Login" link at the top of the site and clicking "Forgot Your Password?" where you will be asked to provide your email address. We will then send you an email containing a link to reset your password.

Once you follow the link and provide a new password, you will be able to use this to login in future.

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Note: If you're still experiencing problems with your password or logging in, please Contact Us for help.

How do I change my password?

If you haven't forgotten your password but would like to change it anyway, you can do so by logging into your account and clicking "Your Details" in your account pages. Once you have checked the "Change Password" checkbox you will be able to specify a new password.

Don't forget to click "Save" when you're done.

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Note: If you ever forget your password, please see the previous section, What do I do if I forget my password?.

How do I change my email address?

It is possible to change the email address associated with your account. Please bear in mind that this change will be reflected in any communication we send you, including order information and newsletters. It will also replace the email address you use to log in to our site so make sure you type it correctly.

To update your email address, log in to your account as normal and go to "Your Account" and click on "Your Details". From here you will be able to replace your existing email address with a new one.

Don't forget to check for typos and click "Save" when you're done.

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Note: If you ever forget the email address you registered with us, please Contact Us for help. You will be asked for your name and another piece of identifying information, such as your postcode before we can confirm or update your registered email address.

How do I change my billing and delivery address?

To update either your billing or delivery address, first login to "Your Account" and then go to "Address Book". From here you can click on "Change Billing Address" or "Change Shipping Address" to replace your current address details.

To add a new address, click on "Add New Address". You will need to check the two checkboxes below the address fields to use this new address as your default.

If you have more than one address saved and you wish to change your default address, you don't need to enter all your details again. Find the address you want to use as your new default and click "Edit Address", then tick both the checkboxes to make this address your new default.

Remember, don't forget to click "Save" when you're done.

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Important: If you have an active subscription with us, updating your address in Your Account will NOT apply to future subscription orders. Please see the next section, How do I change my subscription or Contact Us for help.

How do I change my subscription?

At the moment, there aren't many aspects of a subscription that can be changed. This is because the payment for each subscription order is authorised using your original order details. This means that the product, quantity, price, address and payment method must all be the same as the original order. This is intended to protect you, the customer by restricting us or anyone else from making changes to your subscription without your knowledge.

One thing you can change is the status of your subscription. You are able to pause, cancel and resume your subscription, which can be useful if you are receiving your orders too frequently or are going on holiday for a while.

To change your subscription status, log in to "Your Account" and click on "Your Subscriptions". Find the subscription you want to update and click "View Subscription". In the subscription information, you can change the status of your subscription by choosing the appropriate value from the "Status" drop-down field.

Don't forget to click "Save" when you're done.

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Note: When you change a subscriptions status to "Cancelled", it will be removed from your account and cannot be reinstated.

Unfortunately, if any other details of the subscription need changing, such as address or a payment method, you will need to change your subscription's status to "Cancelled" and set it up again by placing a new subscription order.

Please see the Subscriptions Help section, How do I set up a subscription? for more information.

Important: When placing a new subscription order, it will be processed immediately, and then every X months as specified. Bear this in mind when replacing an old subscription as the trigger date going forward for your new subscription will not necessarily be the same as the subscription you are replacing.

How do I change my payment details?

Occasionally, you might want to change your payment details stored with us, such as when your bank issues you a new card.

You can add, edit and delete your payment methods by logging into "Your Account" and going to "Your Payment Methods". From here you can click "Add New" which will prompt you for your new card details. When you click "Register", your card will be saved to your account for future purchases.

You can also update the description of existing cards by clicking on the current name and changing it. When you're done, just hit Enter on your keyboard to save.

If you want to delete a stored card, you just need to click "Delete" alongside the card you wish to remove.

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Note: For information on how we secure your card details, please see Payment Help section, How do you secure my payment? for more information.

Important: If you have an active subscription with us, updating your payment details in Your Account will NOT apply to future subscription orders. Please see the previous section, How do I change my subscription or Contact Us for help.