Here's a number of our most Frequently Asked Questions... and their answers, too. Just click on a question to see the answer.
Do I have to register to be able to buy from you?
Not at all. Unlike a lot of sites, you don't have to register to be able to shop with us. But registration does have its benefits; you'll only have to enter your details once, your address and delivery details will be pre-filled for you as soon as you log in, and you'll also be able to keep track of orders and view your order history. Finally, you'll also be eligible for periodic special offers that won’t be available to non-registered customers.
How do I register as a new user?
To register as a new user click on 'Sign In / Sign Up' at the top of the page. Then just enter your details in the fields provided on the registration form (which we’ve kept as short as possible, so it should only take a couple of minutes). Any field that is marked with an asterisk (*) needs to be filled in to complete the registration process.
When I’ve registered, how do I log in?
When revisiting the site in the future, click on 'Sign In / Sign Up' at the top of the page, and then enter your registered email address and password.
Who do I contact if I'm having trouble logging in?
You can contact customer services on 01323 388150 or email email@example.com.
Can I view or change my account details?
Once logged in you can view and change your account details by clicking on 'My Account' in the Menu bar, and selecting 'My Address Book'. Once there, you can change your billing address, shipping address, etc.
How can I change my password?
You can change your password by clicking on 'My Account' in the Menu bar, and selecting 'My Profile'. You then just need to enter your new password twice.
What happens if I forget my password?
There’s no need to worry should you happen to forget your password. Just click on 'Sign In / Sign Up' at the top of the page, and then click the 'Forgot Password' link. Enter the email address you used for registration, click submit and you'll be sent a link to a page where you can enter a new password.
If you can’t remember which email address you used to register, send an email to firstname.lastname@example.org and we’ll send a temporary password to the email address we have on file. If the email address we have on file is no longer valid, you will have to set up a new account as we cannot change account details for you.
How do I find the product I'm looking for?
There are two ways to search for a product. Firstly, you can narrow down your search by selecting the correct category, i.e. Bone & Joint Health, or your can use the search facility in the top right hand corner of the website, which will search the entire Veganicity range, either for product, nutrient or ailment / condition.
How do I find out information about a product?
When you have decided on a product, click on it to view a complete description, as well as the full product label - which gives full ingredients listing and instructions for use.
Why am I having difficulty with the lid on my bottle?
Our manufacturing partner for our product packaging moved their production from a US-based company to their own facility. In that move, they appear to have slightly changed the specification of the lids we use, which are causing some opening and closing issues for some customers.
We are working with our manufacturing partner to resolve this issue as quickly as we can, but in the meantime if you find that this issue effects any of the products you receive, removing the liner from inside the lid will allow the lid to open and close freely once again.
Many apologies for any inconvenience caused and thanks for bearing with us while we resolve this issue.
I've placed an order but not received an email about it
Our website automatically sends out emails when you place your order (Order Confirmation) and when we ship your order (Order Complete). If you do not receive these emails, there are usually two main reasons:
- Because the emails are automatically generated, online email providers like Gmail, Hotmail and Yahoo often treat these emails as spam or junk, and so route them to those folders rather than to the Inbox. Please check your spam or junk folder to see if the email is there.
- The email address you've entered is incorrect. If your email address isn't entered exactly as it should be, then emails will not be delivered. We do not always receive a bounce message in these instances, so will not always know the emails have not got through. If you haven't received your email, please check that the email address on your account is 100% correct.
I've received an order confirmation, but not a shipping confirmation. Where's my order?
We are experiencing an issue where some customers do not receive the automated shipping confirmation emails that our website usually sends. We are working with our software vendors to establish why this should be and how it can be corrected.
If you have not received a shipping confirmation for your order, please sign into your account where you will be able to view the shipping status of your order.
What's all this "mg" stuff?
All of our products are measured in either milligrams (mg) or micrograms (µg). In the same way that there are 1,000 grams in a kilogram, there are 1,000 milligrams in a gram, and 1,000 micrograms in a milligram. You may also see microgram abbreviated as "mcg", but it means the same thing.
So what about "iu's" then?
Vitamins A, D and E are measured in weight but also in activity, and for these vitamins it's the activity measure that's the important one. International Units (iu) are a way of standardising the activity level across the different forms of each vitamin that are available.
Why are there "cautions" on some product labels?
As part of the UK's fight against the restrictive EU Food Supplements Directive, in an effort to stave off the introduction of ridiculously low Maximum Permitted Levels, industry leaders and the Food Standards Agency agreed that for certain vitamins and minerals warning notices would be voluntarily added to product labels. These warnings are intended to advise consumers that, in certain sensitive individuals, certain effects may be noticeable.
While agreeing with the need to fight the EU Food Supplements Directive - and so following industry's guidance and using the warnings on our products - we would like to stress to our customers that the effects noted are seen in only a tiny percentage of people and some have only been seen in studies that have since been called into question by experts in the field.
Do you offer discounts for larger orders?
Not at the moment. But we do offer competitively priced, high potency products that offer excellent value for money. And, if you spend over £20, there's no postage charge for UK deliveries. We do, from time to time, have great special offers that make Veganicity even greater value so check back often to see what the latest offer is.
I've got a coupon / discount code. How do I use it?
If you've received a coupon code or a discount code from us, to apply it to your order just click the 'Click here to apply a discount code or coupon to this order' text on the 'Checkout' page and enter the code. Please remember, though, that you can only use one coupon or discount code per order and it must be entered EXACTLY as it was sent to you or it will not apply. We'll do our best to make sure that any incorrectly entered codes are still applied, but we can't guarantee it!
All coupon and discount codes have expiry dates, so if you've entered the code correctly and your order total still isn't updated, it is probably because that code has expired. Some codes, also, will be of the 'use once' variety, so if you've used it on a previous order you won't be able to use it again.
Finally, some codes will only be valid for use by customers with a registered account, who are logged in. If the code you are entering does not appear to be working, log in and try again.
What's your ethical position?
We take our ethical and environmental responsibilities very seriously, which is why in 2021 we are moving all our pots to over 99% post-consumer recycled PET. Please read our Ethical page for more details about our ethical position.
What privacy measures exist on this website?
Please read our Privacy Statement for full details of the measures we take to protect you while you use our website.
How do you keep my data secure?
The security of your data is as important to us as it is to you, which is why this website is protected by 256-bit encryption, which keeps every bit of your data - from your name and address to your payment card details and everywhere in-between - 100% safe from mis-use. You can examine the SSL Certificate for this website by clicking the padlock symbol in your browser.
Is there anything else I should know?
All of the transactions carried out on this website are covered by our Terms & Conditions, and we would encourage you to read them.
I've got a question that I can't find the answer to.
Please feel free to call us on 01323 388150 or email email@example.com.