Welcome to our support

General

Once you receive your Goodness box, the journey will have only just begun! Be sure to check out the online blog for even more recipes and expert tips. We’d love to see what you like! You can share your experiences using #TheGoodnessProject on Facebook, Twitter and Instagram. Add #MyGoodnessBox hashtag too, to win our monthly giveaway!

SUBSCRIPTIONS

We offer a monthly recurring subscription, as well as a 3-month and a 6-month subscription. There is no commitment as you can cancel anytime. You can also purchase a one-off Goodness Box in the Gift Shop to give us a try or you can gift it with your personal message to share all the goodness with a loved one.

Monthly subscribers:
To make sure you never miss all of our delicious and unique boxes, your subscription will automatically renew every month. The only way to stop receiving your boxes would be to cancel your subscription (which you can do at any time) – we hope you won’t!

3 and 6-month subscribers:
For these subscriptions, you would prepay for your plan and receive Goodness boxes for 3 and 6 months. After that you have to renew your plan to continue getting the flow of goodness.

Monthly subscribers:
Yes, it’s easy. Just log in to ‘My Account’, cancel your current subscription and sign up again to your preferred plan.

3 and 6-month subscribers:
Unfortunately it is not possible to switch between plans.

We would hate to see you leave, but we understand if you are moving to a sunnier place ;)

Monthly subscribers:
Just log in to your account and cancel your monthly subscription by pressing the ‘Cancel’ button. Please make sure to cancel your subscription one day before your subscription renews itself. You can find the renewal date in ‘My Account’ next to your order. Please note that we are unable to issue refunds for renewal orders after cancellation.

3 and 6-month subscribers:
These plans are prepaid and we are unable to offer cancellation/refund on them. You will receive our boxes until your plan ends.

Oh, please don’t spoil the fun! Think of the Goodness Project box as a surprise that comes to you each month with wholesome, natural products to discover. We can assure you that each month we make a great choice according to our strict selection process, so you will get the best natural foods and snacks, occasional beauty products too. You can, however, choose between three varieties: classic, vegan, or gluten-free. Still want a sneak peek? Follow us on Facebook and Instagram to get our latest news first!

We are proud of the fact, that since we have launched in October 2013, we have never included the same product in our subscription boxes. This is our guarantee that you will never receive the same items twice! We constantly search the health market for the latest natural products, meaning every edition will be fresh and unique, always a joy to discover.

Our Classic box is vegetarian and most of product are usually vegan-friendly too. If you follow a vegan lifestyle, we recommend to sign up to our vegan box. 

Our mission is to introduce you to exceptional products safer and better for you, your family and your planet. That is why we only work with companies and brands that stay true to our ethos and produce in a sustainable and ethical way. None of the products have been tested on animals; only we did some testing in our office. :)

Unfortunately we don't have a vegan gluten-free subscription at the moment, but most products in our boxes are vegan as well as gluten-free. Please keep an eye out: as we grow, our goal is to launch these special boxes. In a meantime please check out our Gift Shop, where you can find some amazing vegan gluten-free hampers.

Your first Goodness box will arrive depending on the date on which you signed up. All subscription boxes ship between the 1- 5th of each month from London and should arrive an estimated 2-3 business days after the dispatch date. You will receive an email once we dispatch your box and we are also communicating the exact dispatch date on our social media sites. Example: If you've placed your order between the 1-30th of September, your first Goodness box will be shipped between 1-5th of October.

Not at the moment, but we use Royal Mail Tracked delivery service so that we can make sure your Goodness box gets to you. Don’t forget that we can also ship to your work address if that is more convenient for you.

The Goodness Project delivers everywhere in the UK and we also offer worldwide shipping. 

International delivery: To keep shipping costs down we do not use a tracked International service, so we are unable to provide a tracking number for your order. If your order does not arrive within 10 working days of receiving the dispatch confirmation email, please check at your local sorting office to see if it has been returned there, and contact us if it is still missing. Please note that we are unable to re-send parcels to international customers and can only offer a refund for the goods (ex. shipping costs) once the parcel is returned to us.

With this in mind, please be aware that you, or whoever the lucky recipient might be, may have to pay Import Duty or a Formal Customs Entry Fee upon, or prior to, delivery. If you're unsure how this will affect the overall cost of your order, please check your Local Legislation rules.

We would like to make this important change ourselves to make sure your Goodness box gets to you – Please email us at hello@thegoodnessproject.co.uk before the 1st of the month and our Customer Care team will update your address.

Monthly subscribers:
You will always be billed on the same day each month, based on the date of your first sign up. For example, if you signed up on the 15th of September, you will be billed on the day you sign up, you will be shipped October’s box and be billed again on the 15th of October for the November box.

3 and 6-month subscribers:
You have signed up for a fixed-term subscription, so you will be billed once on the day when you signed up. 3 and 6-month subscriptions do not automatically renew, so if you wish to go with the flow for another few months, please renew your subscription here.

Have you searched everywhere, high and low? :)
If so, just remember that it sometimes takes up to 4-5 business days (Monday-Friday) from your expected ship date for packages to be delivered. If you're within that time frame, then your package is still on its way to you. If that time frame has passed, please contact us via our Contact Form and we will make sure to help.

Account

Reset your password by clicking on the blue Forgot Password link on the My Account page. Fill in your username or email address and an email will be sent to you with directions for changing your password. You can also change your password on your Account page.

If you have purchased your subscription through our site, please send us a message via our Contact Form and we will be happy to update your credit card details.

Ready to start receiving Goodness boxes again? Great! The best way for you to start your membership again would be to purchase a subscription from our Subscription page. Just pick any one of our plans, go through the checkout process and you're signed up again.

SHOP - DELIVERY INFO

Our aim is to dispatch all orders within 1 working day. All orders placed before 10am will usually be dispatched the same day, and orders placed on Saturday or Sunday will be dispatched on Monday (excluding Bank holidays). 

We do our very best to dispatch all orders asap, but please allow extra processing time during busy periods - especially November & December.

All of our parcels are sent via Royal Mail. Estimated delivery times are as follows after the dispatch day:

Standard delivery: 2-3 working days* 

Expedited delivery: 1-2 working days*

Special Guaranteed Next Day delivery**: Next Working Day (order by 10am Monday - Friday)

Special Saturday Guaranteed delivery**: Saturday (order by 10am Friday)

International delivery: 5-10 working days

*For remote Scottish areas, Scottish Highlands, all UK Islands & Ireland please allow an extra 1-2 working days for delivery.

**Postcode areas not covered by this service include: AB, ZE, BT, BH, DT, CA, DG, CM, CO, SS, BR, CR, SE, SM, DD, EH, FK, KY, PH,TD, G, KA, ML, PA, HS, IV, KW, IP, NR, PL, PO, SO, SP, SA,TR

Please note that a signature will be required upon delivery of your parcel. If you/recipient are not available to accept your delivery, the driver will leave a card informing you/recipient of how and where you can collect your parcel (i.e. local delivery office), or how to arrange re-delivery free of charge.

If you live in the United Kingdom, have missed a delivery and received a ‘Something for You' card from Royal Mail, you can book a re-delivery here

All our delivery dates are estimates and we cannot guarantee specific deadlines. Delivery delays caused by Royal Mail (or any subsequent courier used by them in order to fulfil their delivery obligations) are outside of our control and we are therefore unable to accept accountability.

International delivery: If your order does not arrive within 10 working days of receiving the dispatch confirmation email, please check at your local sorting office to see if it has been returned there, and contact us if it is still missing. Please note that we are unable to re-send parcels to international customers and can only offer a refund for the goods (ex. shipping costs) once the parcel is returned to us.

With this in mind, please be aware that you, or whoever the lucky recipient might be, may have to pay Import Duty or a Formal Customs Entry Fee upon, or prior to, delivery. If you're unsure how this will affect the overall cost of your order, please check your Local Legislation rules.

Additional delivery information: 

You may cancel or amend an order at any time before it has been processed for shipping.

All attempts will be made to deliver to the address and postcode as you have entered it. The Goodness Project is unable to accept liability for late or failed delivery due to incorrect or inaccurate information. Please ensure all address details are accurate and correct to ensure prompt delivery.

If an order is returned to us as a result of either an incorrect address, refusal to accept the delivery or failure to acknowledge cards left by delivery companies, the customer will be responsible for any additional redelivery costs incurred or we can issue a full refund excluding the original delivery cost once we have received the goods back.

OTHER

Unfortunately, as much as we want to, we cannot guarantee that your gift box or subscription box won't contain any of these products or ingredients. We understand that this may be hard for you to give us a try, but we hope you'll do and if you receive a product that you cannot use in your box, we recommend that you gift the product to your friends or family.

Recycling is an issue that we take very seriously. That is why all our packaging is made out of recycled material and is 100% recyclable. You might wonder why we use two boxes. Well, the postal box on the outside protects the Goodness box as we want to make sure that the items inside don’t get damaged.

We’re always looking for new businesses that support sustainable, ethical, and healthy lifestyles. If you have a business with products you think are suitable for The Goodness Project, learn more about our partnerships on our Partner with us page.

We are currently choosing our charity for this year, please check back soon.

While we do what we can to ensure that the products will reach you in mint condition, occasionally products do get damaged. If this happens to one of your Goodness boxes, simply take a photo of the damaged product and send it along with your name and email address to hello@thegoodnessproject.co.uk within 48 hours of receiving your box and we'll replace the product if we can, or we will refund you the value of the product.

We send your emails to the email address that you have signed up with or placed your order with. If you cannot find our emails in your Inbox, please check your Spam or Junk folders. If you still cannot find them, please contact us at hello@thegoodnessproject.co.uk! Please note, that AOL email addresses are not receiving our emails due to AOL's server problems. Kindly contact us with an alternative email address, so you can receive our reply. Thank you. !

We currently don’t have phone support, but please don’t take this as a lack of customer interest! As an online company, we work via email rather than by phone and we have a dedicated Customer Care Assistant available to answer any questions you may have.

Many of the answers to your questions can be found in this FAQ. If you still need help after reviewing these answers, then feel free to send us an email at hello@thegoodnessproject.co.uk or fill out our Contact Us form below. We strive to process enquiries asap!

Send us a message via our Contact Form below and we will make sure we get back to you as soon as we can. We are open Monday – Friday, 9:00 am – 5:30 pm GMT.

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