General FAQs
HELP TOPICS
can’t find what you’re looking for?
Contact us or chat now using the chat box on the bottom right hand corner of your screen.
Need to search FAQs?
Desktop: Select ctrl + F or cmd + F on your keyboard.
Mobile: Tap the Share (iphone) or More options (android) icon at the bottom of the screen and scroll to Find on page.
You'll be able to search keywords to find all mentions on the page.
Payment
DISCOUNT AND OFFERS
Can I subscribe & save?
Yes of course, we offer subscriptions on all our products.
Do you offer bundle deals?
Absolutely! Buy six of the same products in our range and you'll get 25% off.
How can I pay?
What credit and debit cards do you accept?
You can use any major debit or credit card, including American Express and PayPal.
Can I pay using express checkout options?
Yes, of course. You'll find PayPal, ApplePay and ShopPay at checkout.
Can I pay by cheque or cash?
I'm afraid we don't accept cheques or cash.
Do you accept American Express?
Yes we do!
Can I order over the phone?
If you need to pay over the phone, please send an email to info@barebiology.com and we can arrange a time to call. We don't have a customer service phone line you can call, as we're still a small business and work remotely.
Is your website safe?
It's super safe, we use Shopify as our platform and those guys are as safe as safe gets. Is Shopify PCI compliant?
From Shopify themselves: "Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. We are very serious about securely hosting your online store and have invested significant time and money to certify our solution is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work really hard to ensure our shopping cart software and ecommerce hosting is secure."
We also get an A rating from Qualis SSL Labs (not many sites get an A!).
Delivery
uk delivery
What are my options for UK delivery?
You'll find your delivery options at the checkout page.
We offer free standard delivery on all orders, with no minimum spend.
DPD Next Day is also available for £5.50, if you need a faster delivery service.
How do you package the goods? Will they arrive in one piece?
We treat each order like we did our very first one – with lots of care. We hand pack your products in recyclable, protective packaging and send them as soon as we can. If for any reason you're not happy with our delivery or the condition of your products, we’d really like to hear from you.
Do the products need to be refrigerated in transit?
No, not at all. Only our liquids need to be refrigerated once they are opened.
International Delivery
Unfortunately, due to delivery issues we've had to stop shipping internationally. We're hoping this will be temporary and we'll let you know as soon as anything changes.
For now, you can buy our products via some of our lovely online, retailers. Here's our full stockist list. Content Beauty, Victoria Health and Bodykind are still shipping overseas, so you may like to give them a go.
Where's My Order
When you haven't received your order yet
My order still hasn't arrived.
You can check on your parcel's journey via your tracking info. It's possible you'll need to arrange a redelivery, or collect your parcel from the local collection point, if you weren't home when Royal Mail attempted their first delivery. Your tracking info should be included in your despatch email. If you haven't received this email from us, it's best to check your spam folder first, just in case it's ended up there by mistake!
Otherwise, please get in touch via info@barebiology.com, or live chat, and we'll be very happy to help.
My tracking says delivered, but I haven't received my parcel?
The first thing to do is check any 'safe places' immediately. Previously selected 'safe places' might still be saved in delivery preferences. Next, check with a neighbour. It's not uncommon for couriers to leave your parcel at a nearby address if you're out, or accidentally get the door number wrong. If it still hasn't turned up, please get in touch via info@barebiology.com, or our live chat, so we can help straight away.
Cancelling, changing or returning my order
Cancelling My Order
I've just placed an order, can I cancel it?
We cannot cancel orders or payments that have already gone through. The system is is fully automated and the warehouse packs the order within minutes of receiving it. It's then impossible to retrieve that package from a mountain of other packages waiting for collection.
You can, of course, return your order to us once you receive it and we'll issue a refund as soon as we've checked the items are in good condition. You will need to pay for the return postage and we strongly suggest you use a signed for option, as we can't issue a refund until we receive the goods.
My subscription order has just processed, can I cancel it?
We cannot cancel orders or payments that have already gone through. The system is fully automated and the warehouse packs the order within minutes of receiving it.
We send a reminder email 3 days before your shipment date, so you have time to cancel, skip a delivery, or arrange an alternative date. You have until 10am on the day of your charge to do this.
Make sure you don't miss the email reminder 3 days before and add us to your contacts if necessary (add info@barebiology.com), to avoid the risk of it going into your spam folder.
Can I change my order?
Our warehouse packs within minutes of receiving your order, so we cannot change orders once they've been placed. If there's an issue with your shipping info, your courier should hopefully give you the option to update your delivery preferences once you're given your delivery slot.
Returns and Refunds
I would like to return my order
Hopefully you won't need to return your products, but if you do, please kindly re-package your return with a note including your name and order number, and send within 45 days to:
Bare Biology Ltd,
Haul + Store
Unit 17, Admiralty Way
Camberley, Surrey, GU15 3DT
We can only process refunds for returned products that arrive in a re-saleable condition. We can't cover postage costs.
Please help us to ensure you qualify for a full refund by:
✓ checking the safety seal on the product is intact
✓ ensuring the product is well packaged
✓ obtaining proof of postage
We recommend using a trackable service, as we can't process a refund until we receive the goods.
How long will it take for me to receive my refund?
As soon as we receive your order back to our warehouse, we check it and then issue you with a refund on to your original payment card. Please allow 21 days for returns to be processed. Once refunded, transactions can take 5-10 working days to clear through your bank.
Where can I buy?
STOCKISTS
Where can I buy Bare Biology in shops?
You can find our products in some of the best shops in the UK: Selfridges, Planet Organic, Whole Foods, Victoria Health, John Bell & Croydon and many more. Please see our list of Stockists to find your nearest retailer.
Are your products sold by any stores outside the UK?
Not at the moment, but many of our UK retailers ship worldwide.
Subscriptions
How do I set up a subscription?
Where do I find the subscription option?
Simply select Subscribe & Save (15%) at the product shop pages.
What are the benefits of subscribing?
There are lots!
As well as automating your deliveries, so you're less likely to run out of supplements and more likely to feel the benefits, you'll also benefit from:
✔️ 15% off every order + free shipping.
✔️ Earn Flourish points on every order and redeem money off upcoming shipments.
✔️ Fully flexible service. Manage everything from your portal by logging in to your Bare Biology account. Skip deliveries, change your charge dates, payment details, products and more.
✔️ Cancel in your portal anytime. You don't have to call us or jump through hoops. You're totally free and not tied in.
How Do I Manage My Subscription
When I try to log in, the website doesn't recognise my email address.
You'll need to activate your Bare Biology account before you can use it. Click here to request an invite.
If you do have any problems, just drop us an email at info@barebiology.com
Can I skip my delivery this month?
You can.
Simply log into your account here. From your Subscriptions Overview, select Edit under the product you'd like to change and you'll find the option to skip your upcoming charge at the bottom of the next page:
Can I choose how often I get my deliveries?
Yes, of course - you're completely in control.
You can adjust your delivery frequency by logging into your account here.
Click Edit for the product you want to update.
1. You'll see a DELIVERY SCHEDULE section, allowing you to edit your frequency.
2.You can also edit your NEXT CHARGE DATE section if you have a particular shipment date in mind.
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How can I update my shipping address?
Simply log into your account, here and follow these steps:
If all your subscriptions products have the same shipping address assigned
1. You can update for all via Shipping addresses, in the drop down menu of your subscriptions portal.
2. Click the drop down arrow next to the address you want to edit and click Edit shipping address. You'll be able to update your details and hit Save.
If you want to change the shipping address for a specific product
1. Click Edit next to the product you'd like to update.
2. You'll see a SHIPPING ADDRESS section that you can Edit.
Can I cancel my subscription anytime?
Absolutely, you're in charge.
To cancel, log into your Bare Biology account here.
From your Subscriptions Overview select Edit under the product you wish to cancel. You'll find a cancel option when you scroll down the page.
You can also re-activate your subscription if you change your mind.
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I have cancelled my subscription but how do I resubscribe?
Log into your account here. Once you're in the subscription portal, find the product you'd like to resume and click Re-activate.
Make sure your scheduled charge date is correct and edit if needed.
How can I see when my next delivery is due?
Log into your Bare Biology account, here. Your next charge date will be listed under your active products in your subscription overview. You have until 10am on the day of your charge to make any changes. Click Edit to adjust your charge date.
How do I add another product to my subscription?
Log into your account here. Once you've clicked through to your Subscriptions portal, you'll see a button allowing you to Add a product.
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How can I check when I received my last order?
Log into your account, here.
From your Subscriptions Overview, click Purchase history in the drop down menu.
When will I be billed for my subscription?
When you purchase a subscription, you’ll be billed that initial day for your first order and every time it recurs after that. You can adjust your subscription frequency, charge dates or skip deliveries from your Bare Biology account here.
How do I update my payment method?
Log into your account, here.
1. Click through to your subscription portal and from the dropdown menu select Billing.
2. Click the drop down arrow next to your expired payment details and then Edit.
3. Request to Send update email. You'll be emailed a billing form to the email address associated with your subscription.
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I have received an email saying my payment card has been declined, how long until you cancel my subscription?
If a payment card is declined, the software will make 6 charge attempts, every 24 hours, before cancelling your subscription.
After your first charge error, you'll receive an email asking you to update your payment information. You can do this by logging in to your Biology account here and following FAQ How do I update my payment method? (above).
Flourish Loyalty
Flourish points
How can I earn Flourish points?
To start earning points simply sign up here. This will automatically create your Bare Biology account and you’ll receive your first 75 points.
If you already have a Bare Biology account, you don’t need to sign up again - you’re automatically a Flourish member!
You can check how many points you’ve already earned in the Loyalty section of your customer portal, where you’ll also find a list of all the other ways you can earn points.
You earn points every time you shop of course.
Do I earn Flourish points on my subscription?
Absolutely! Every time your subscription order is placed you’ll automatically earn points. Once you’ve collected enough points, you can create a code for money off upcoming subscription orders.
What can Flourish points be spent on?
Anything! At checkout you’ll be able to choose how many points you want to spend and they’ll be deducted from the price.
If you have an active subscription, you can redeem vouchers in the Flourish section of your account for money off existing subscriptions. You can also add the voucher to new subscriptions created in your subscription portal.
My Flourish account
Will I have a seperate login to my Bare Biology account?
Nope! It's the same. You access your Flourish Loyalty portal, by logging into your Bare Biology account here.
Can I cancel anytime?
You don't have to spend your points and they expire every 6 months.
But if you'd rather opt out of the Flourish scheme completely, just pop us a message at info@barebiology.com.
Where can I see my Flourish points?
You can keep an eye on your points in the Loyalty section of your Bare Biology account once logged in here.
Can my points be transferred to a different account?
Yes! Please get in touch with us at info@barebiology.com and we can transfer the points over for you.
What happens to my points if I update my account?
Changes to your personal information won't affect your points.
If you change your subscription products, the points you earn will change to reflect your new charge amount.
What if my points balance is incorrect?
We'll be happy to help with this! Please send us a message to info@barebiology.com explaining the issue and we'll get back to you as quickly as possible.
Spending Points on New Orders at Checkout
ON DESKTOP
Log in to your Bare Biology account to see a points selector at the checkout page.
ON MOBILE
Click the show order summary arrow at checkout to reveal your discount options.
Spending points on your Existing Subscription
1. Redeem a voucher in your loyalty portal. Click through to your subscription portal.
2. Paste the voucher code into your subscription product's discount section via the 'Edit' button.
Spending points on a New Subscription if you're an Existing Subscriber
1. Redeem a voucher in your loyalty portal.
2. Click through to your subscription portal.
3. From your subscription overview, select 'Add a product' to subscribe to a new product.
4. Paste the voucher code into your subscription product's discount section via the 'Edit' button.
Refer a friend
Referring a friend
How do I refer my friend?
At the top of the Refer a Friend portal you'll see a button to Refer a friend.
Click and a unique link will be generated that you can copy and share:
How do I use my friend's referral code?
Simply shop as normal. In the contact info section of the checkout, you’ll see a discount box where you can paste and apply your voucher. On a mobile, click the Order summary drop-down arrow to find it. On a desktop it’s on the right of the page:
Other q's
On which products can I redeem my friend's referral code?
All of them! Six-packs and subscription options are included.
£16 minimum spend, so you can purchase all of the products in our range.
My friend has placed their order, where are my points?
Points show as pending for 14 days after an order is placed to allow for returns. They’ll then go straight into your account. Log in here and keep an eye out for them in the Loyalty section of your Bare Biology account.
Can I refer more than one friend?
Of course. The more the merrier! As a small, self-funded business, your referrals are a huge help and really mean the world to us. You’ll just need to generate a new code each time you refer a new friend.
Become a Stockist
How do I become a retail stockist?
I’d like to sell Bare Biology in my shop – what do I need to do?
Thanks for the compliment! Please email us at info@barebiology.com with your details. We’ll send you our catalogue with information about our range and how to become a stockist.
Do you supply any wholesale distributors?
No we don't, we only sell direct to retail clients.
Affiliate programme
Can I sign up to be an affiliate?
Our Affiliate programme is currently paused and we're not accepting any new applicants.
As we've just launched our new website and Flourish loyalty programme, we feel it's the perfect time to re-assess the Affiliate programme - we didn't want it to feel neglected!
But there’s good news! Our new Refer A Friend scheme could be a perfect fit for you in the meantime. Sign up to a Bare Biology account and you can start referring your friends. Every referral earns you 500 Flourish points (worth £5) AND your friend will get £5 off their order too. For more information head to our website here.
can’t find what you’re looking for?
Contact us or chat now using the chat box on the bottom right hand corner of your screen.
Need to search FAQs?
Desktop: Select ctrl + F or cmd + F on your keyboard.
Mobile: Tap the Share (iphone) or More options (android) icon at the bottom of the screen and scroll to Find on page.
You'll be able to search keywords to find all mentions on the page.