FAQs

Delivery

When will my order be delivered?
A: Your order will be delivered the next working day, when you order before 2pm. 

If you order after 2pm, the order will be processed the next working day and the delivery will take place the day after that. Please note that deliveries to the Highlands and Islands will take an extra day.

Can I track my order?
A: Yes, all orders can be tracked. You will receive emails and update texts from our courier, DPD. Please refer to this tracking link in the first instance for any query regarding delivery.

Why do I have to give a mobile phone number?
A: A phone number lets us give you the best possible service by suppling you with text alerts about your delivery.

Can I change my order?
A: We do ask that if you want to change your order, please contact us as soon as possible because once the order’s been prepared for delivery, we’re unable to make any changes.

How secure are my payment details?
A: The Lucy Bee Website is certified secure. Your credit card details are not stored by Lucy Bee but by a secure payment system called Stripe. This payment system is certified PCI Service Provider level 1.

How much will delivery cost?
A: If you spend £45 or more then standard next working day delivery is free. For orders under £45, standard next working day delivery is £7.50.

Which courier company do you use?
We use DPD for all deliveries. 

Where do you deliver?
A: We deliver to UK addresses only.

Do I have to be at home to receive my delivery?
A: Yes, as a signature is required. If you are not going to be home, you can change your delivery slot via the DPD Website or app. Details of how to do this will be in the tracking link sent to you from DPD.

Do you deliver to Europe? 
A: Currently we only deliver to UK addresses. 

How do I return an item?
A: Please see our returns page.

Customer Support

What are your phone line opening times? 
A: Please see our contact page.

Account and Security

Do I have to set up an account to place an order?
A: No, you don’t have to open an account to make an order. Please select the guest option.

How do I add a new address to my account?
A: If you have an account and are logged in, click on the Account link at the top of the page. Next click on My Addresses and you’ll see the Add New Address button.

Which payment methods do you accept?
A: The store uses the Stripe payment system which accepts Visa and MasterCard.

How do I get a refund?
A: Call us to arrange a full refund. Please see our contact page.

When will my payment be taken?
A: Payments are taken only when your order is dispatched. 

How do I close my account?
A: Please contact us.

How do I change my email address?

A: Click here for our Contact Page to get in touch and we can arrange this for you.

Answer not here?
A: Give us a call or email us, see our contact page.

Other Questions

Do you have a free brochure?
A: Yes, we offer a FREE 32-page brochure which includes recipe suggestions, details on our product range, why we’re fans of Fair Trade plus tips for healthy living. Order one or download a PDF version here.

Where can I find Lucy Bee recipes?
A: Pop over to lucybee.com for hundreds of online, gluten free recipes. Alternatively, check out our recipe books. 

Is your packaging recyclable?
A: Lucy Bee takes pride in only using packaging that can be recycled, such as our glass coconut oil jars. 

Are your products available in the shops?
A: Yes, all the Lucy Bee products are available in supermarkets and independent health food shops. It’s best to phone your local supermarket or health shop if you are making a special journey, just to check if they have it in stock. 

Can I pick up my order from your warehouse?
A: I’m afraid we don’t offer this option.  

What is your privacy policy?
A: Please see our privacy policy here

I have a question about an ingredient, what should I do?
A: Our website lucybee.com has full product information. Alternatively, you can email us here.

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