Ordering

We do. It’s £20. Many supermarkets set theirs at £40, so we think ours is reasonable. It’s important to us that we have one, to make deliveries more economical.

It encourages people to buy that little more, so they don’t need to order as frequently, so reduces the carbon footprint of our deliveries.

If you order before 2pm Monday-Friday, your order will be dispatched that day. If you order after 2pm, your order will be dispatched the next day. Orders received after 2pm on Friday, or on a weekend, will be dispatched on the next Monday.

We try to keep everything well stocked, but occasionally we will sell out of a specific item. This will usually be restocked within a week at the latest so it’s best to check back but if you need a specific date please email sales@livewelluk.com

No, we’re afraid that you’re only able to order through the online store.

At the moment, you’re only able to order from us online. For those local to our East Lancashire Head Office, we’re hoping to set up Click and Collect and in store options soon.

Yes, if you’re close to the BB8 8DY postcode, you can collect from us. Just select that option at checkout.

We tend to get your order ready as soon as it comes through so in most cases they can’t be changed when they’ve been placed, particularly when we’re really busy.

If you’ve got a special request, please email us at sales@livewelluk.com before your place it.

If you order before 2pm Monday-Friday, your order will be dispatched that day. If you order after 2pm, your order will be dispatched the next day. Orders received after 2pm on Friday, or on a weekend, they’ll be dispatched on the next Monday. You will receive a shipping confirmation via email.

If you haven't received your parcel please check with your neighbours or in any safe places at home. If you still can’t find it, please contact us on sales@livewelluk.com and we’ll do our best to track it down for you.

You’re in luck! Use the code LW10 at the WELCOME10 at the checkout for 10% off

your first order (but you’ll only be able to use it once!)

Delivery, Shipping & Packaging

We pack and dispatch numerous orders everyday to get plant based groceries to our amazing customers. These are typically collected by a large van and then transported to the local distribution hub that sorts the orders and sends them out for delivery with small delivery vehicles delivering other goods alongside ours. 

With over 50 orders a day going through Live Well our customers in effect have taken more than 1,500 car journeys off the road each month and this continues to grow. Therefore when customers shop with Live Well they're contributing to a massive reduction in pollution and carbon emissions. 

Running a car can cost around 55 to 80 pence per mile including depreciation, maintenance, insurance, tax and MOT. We charge £5.99 per standard UK delivery; equivalent to a 10 to 12 mile round trip in a car.

If you order before 2pm Monday-Friday, your order will be dispatched that day. If you order after 2pm, your order will be dispatched the next day. Orders received after 2pm on Friday, or on a weekend, they’ll be dispatched on the next Monday.

You'll receive a shipping confirmation via email.

If you haven't received your parcel please check with your neighbours or in any safe places at home. If you still can’t find it, please contact us on sales@livewelluk.com and we’ll do our best to track it down for you.

Please note All orders that include CHILLED items placed AFTER 2PM on a Thursday will be shipped on Monday for Tuesday delivery. This is because we are unable to send chilled goods in transit on a Friday as they would be destroyed by our carriers on the Sunday.

Live Well delivery to everywhere in the United Kingdom. However, due to the delivery time length associated with some areas of the UK we can’t offer a next day service in those areas (mainly Scottish Islands and Highlands, Northern Ireland, Eire, Isle of Man, Isle of Wight, Jersey and Guernsey, and the Isles of Sicily. If we don’t offer a next day service to your location, you won’t be able to select it at the checkout.

We get your order ready really quickly, so if you need to change it please email sales@livewelluk.com as soon as possible. We can’t guarantee that we can change it, but we’ll always do our best. Unfortunately, once it’s left our warehouse this isn’t possible.

Standard delivery costs £5.99, and Next Day or Chilled Delivery costs £6.99.

Shipping is free on orders over £50.

Our Delivery Saver option is designed to make doing your weekly shop with us easier.

You pay £6.99 per month, and you can order as many times as you like. You can sign up for the Delivery Saver here.

You will receive a tracking link with the shipment email of your order. Instructions will be attached on how to track your order in the email.

During checkout you should have been required to input some instructions of a safe place where your order can be left if you are not available to accept the delivery. We ask this because of the perishable nature of the goods.

If our couriers cannot leave the items in a safe place or you are not available to accept delivery then Live Well cannot be held responsible for the quality of the products you received due to their perishable nature. Usually the couriers will not attempt delivery or will try and deliver to a neighbour. 

We dispatch every order packaged correctly and on a timely service meaning you should receive the goods in the highest quality of state possible.

No refund or replacement will be offered in this instance, however if you contact our customer service team at sales@livewelluk.com we will discuss with you how we can rectify the issues.

We dispatch all orders in the correct packaging and on a timely courier service to make sure the products are received in the best state possible. They’re sent by premium delivery, to make sure that everything arrives in good condition.

That means that your order will arrive the day after shipping, or very occasionally in remote areas, the day after that.

We use chill packs that stay cool for up to 48 hours, and your order will arrive in a chilled and insulated bag, within your order box. You can reuse the chill packs, just put them in your freezer, and you’ve a perfect lunch box cooler.

Please note All orders that include CHILLED items placed AFTER 2PM on a Thursday will be shipped on Monday for Tuesday delivery. This is because we are unable to send chilled goods in transit on a Friday as they would be destroyed by our carriers on the Sunday.

We’re working REALLY hard on our packaging. We’re relentlessly dedicated to reducing packaging at all where possible.

All of the outer packaging you receive is plastic-free and recyclable. The void fill is made from a plant based starch material meaning that it is 100% compostable.

Chilled goods will come in a chill bag too, and these aren’t recyclable yet but they are most definitely reusable.

In terms of the packaging of products themselves, we’re working with our suppliers constantly to use alternatives that are better for the environment.

Products

If it’s something we can help you with, we will. For example, if it’s something we can identify from the product packaging. You can ask us by emailing sales@livewelluk.com.

If it’s a question about how a product is made, or how they source a specific ingredient, it might be that you need to direct that question to the manufacturer.

Absolutely everything we do is vegan friendly, though some products may carry cross contamination warnings. If you’re unsure, drop us an email to sales@livewelluk.com and we’ll have a look for you.

We recognise that this is a controversial subject and where it is identified as a ingredient, we only allow sustainable palm oil. On this, we follow the Vegan Society’s ethics which state:

“In itself, palm oil is a vegetable product which does not need to involve the (ab)use of animals, and therefore is suitable for vegans. The palm oil and palm timber industries are rife with very bad practices. In the EU, palm oil used in food must now be labelled but ingredients derived from palm oil in food and non-food products still do not have to be labelled. So it is not possible for consumers to boycott palm products. Instead, ending the abuses of the palm tree (oil and timber) industries requires co-ordinated action by consumers, policymakers, vegans and non-vegans together.

Vegans should also be aware that due the fact that single-issue campaigns have focused solely on the negative effects of palm oil, other types of crop farming, which cause harm to many animals, are overlooked. The Vegan Society is working towards a world where animals are not (ab)used for human purposes. We encourage stock- free farming and alternatives to widespread crop clearance and other farming methods which currently cause many animals to die every year. Unfortunately, it is not yet possible or practical for individual vegans to only support vegan farming.

However, the consumption of plant-based crops such as wheat, barley, oil palm and soybeans causes far fewer animals to lose their lives than eating animals.”

We know that some customers choose to avoid Palm Oil entirely, and we respect this. If you have a question about a specific product please email sales@livewelluk.com

Yes. There, that was an easy one! Well, actually some products may contain cross contamination warnings, simply as a precaution. If you have a specific question please email sales@livewelluk.com

Something has gone wrong

If you order before 2pm Monday-Friday, your order will be dispatched that day. If you order after 2pm, your order will be dispatched the next day. Orders received after 2pm on Friday, or on a weekend, they’ll be dispatched on the next Monday.

You'll receive a shipping confirmation via email.If you haven't received your parcel please check with your neighbours or in any safe places at home. If you still can’t find it, please contact us on sales@livewelluk.com and we’ll do our best to track it down for you.

If your order has arrived in less than perfect condition, we're terribly sorry. Please do get in touch with us so we can help out as much as possible. 

If something is missing, please email sales@livewelluk.com with a photo of your invoice.

If something has been damaged, we'd be very grateful if you could send photos of the damaged item, along with photos of the box your order came in and the internal stuffing/chill bags to sales@livewelluk.com

Other FAQ’s

If there’s something you’d like to see us offer, or a suggestion, please email it to sales@livewelluk.com

Brilliant! We’re particularly interested in hearing from independent producers. To see

what you need to do, head over to our OUR SUPPLIERS page.

We do indeed! Please contact us on sales@livewelluk.com, tell us a bit about you and send us the links to your socials.

Delivery Saver

Delivery Saver is our subscription-based delivery service, designed to make it more convenient for you to use us for your regular plant based groceries, and to make it more cost effective for you.

Once you sign up any orders you place will not be subject to delivery fees. You can do that a maximum of once a day, whilst your subscription is valid.

There’s a minimum order value on the site of £20 per order, and that applies to all orders, including those under Delivery Saver.

Many supermarkets set theirs at £40, so we think ours is reasonable. It’s important to us that we have one, to make deliveries more economical.

Just click here. Once you’ve signed up, you can start ordering right away.

That depends on how often you order groceries, but to give you some idea, one chilled delivery alone costs £6.99, and the subscription fee is £6.99 per month.

You can order up to once per day.

 Straight away.

No, you can cancel your subscription at any time in your account.

We’ve limited this to the first 100 customers to sign up initially. We may reopen it in the future, once this level has been reached.

For technical help please email james@livewelluk.com

Customer support

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