Frequently Asked Questions (FAQs)
General Questions
What is organicrootsgoods.com?
organicrootsgoods.com is an online marketplace dedicated to providing high-quality, certified organic products directly from trusted sources. We are passionate about sustainable and ethical sourcing.
Do I need to create an account to place an order?
You can shop and checkout as a guest. However, creating an account allows you to track your order history, save your address for faster checkout, and manage your personal details easily.
How can I reset my password?
Click on the “Forgot Password” link on the login page. You will be prompted to enter your email address, and we will send you a link to create a new password.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as PayPal. All payments are processed securely through our encrypted payment gateway.
Is my payment information secure?
Yes. We use secure socket layer (SSL) technology to encrypt your payment information during transmission. We do not store your full credit card details on our servers.
How do I know my order has been confirmed?
You will receive an order confirmation email immediately after your purchase is complete. If you do not see it in your inbox, please check your junk or spam folder.
Shipping & Delivery
Where do you deliver?
We currently deliver within the United Kingdom. We are looking to expand our delivery areas in the future.
What are the delivery options and costs?
We offer several delivery options, including Standard and Express delivery. The cost and delivery time frame will be calculated and shown to you at the checkout before you complete your purchase.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email which will contain your tracking number and a link to track your package’s journey.
How long will it take to receive my order?
Delivery times depend on the option you selected at checkout. Standard delivery typically takes 3-5 working days, while Express delivery is 1-2 working days after dispatch. Please allow extra time for orders during busy periods.
Returns & Refunds
What is your returns policy?
We want you to be completely satisfied with your purchase. If you are not happy with your items, you can return them to us in their original, unused condition with tags attached within 30 days of receipt for a refund or exchange.
How do I return a product?
Please log in to your account on organicrootsgoods.com and visit the ‘My Orders’ section to initiate a return. If you checked out as a guest, please use the contact form to get in touch with our customer service team for assistance.
When will I receive my refund?
Once we have received and inspected the returned item, we will process your refund. The money will be credited back to your original method of payment within a certain number of days, depending on your card issuer.
Products
Are all your products certified organic?
Yes. We are committed to offering products that are certified organic by recognized bodies. Relevant certification details are provided on the respective product pages.
My product arrived damaged. What should I do?
We are sorry to hear that. Please contact our customer service team within 48 hours of delivery via the contact form on organicrootsgoods.com, providing your order number and photos of the damaged product. We will arrange a replacement or refund.
Do you offer gift wrapping?
Currently, we do not offer a gift wrapping service. However, our packaging is designed to be elegant and sustainable.
Contact & Support
How can I contact customer service?
For any questions not answered in this FAQ, you can reach our friendly customer service team through the contact form on our website, organicrootsgoods.com. We aim to respond to all enquiries within 24 hours.