Contact

Q: My order is still processing, what do I do?
A: Orders usually process within 24-48 hours (Excluding orders made at weekends). If yours is still showing as processing after this period, it is likely already moving through our system so please allow some time before contacting us, but feel free to contact us if it's been over 5 working days.

Q: My payment keeps failing, what do I do?
A: Double-check your payment details and try again, otherwise try another payment method if possible. If the issue continues, your bank may be blocking the payment, or our platform won't support your payment information. If it persists, please call us and we'll place your order manually.

Q: How can I cancel my order?
A: Orders can only be cancelled before dispatch. Contact us quickly via telephone with your order number. We might not see emails straight away so calling is fastest. Alternatively you can send us an email with the subject title CANCEL ORDER and number. We will do our best to action that straight away.

Q: How can I add to my order?
A: Once placed, orders cannot usually be altered. We may be able to add to them within a few hours of your order, but once your order is assigned it's tracking details I'm afraid you'll have to place a new order.

Q: Do you offer free delivery over a certain amount?
A: No, we charge fair, transparent postage rates on all amounts, regardless of spend. Please read about us in the 7 Thunders. We focus on health, healing and thriving and don't do discounts, sales, offers etc it's not what we are about, sorry : ).

Q: Why have I not received an order confirmation?
A: Check your spam/junk folder and that your email address was entered correctly. Then please check your order status within your account to see if it's "complete" or still "processing" - please contact us if it's been over 5 working days and your order is still "processing".

Q: Do I receive an invoice with my order?
A: Yes, an invoice is emailed once your order is complete.

Q: Can I specify a delivery date?
A: No, sorry, we cannot guarantee delivery dates. Once you've been assigned tracking details however, you may be able to contact the delivery partner to arrange specifics.

Q: What types of delivery do you offer?
A: Standard and tracked 24 - 48 hour shipping options are available, depending on location. If you want Special Delivery next day or something unique you can call us.

Q: My order is a gift, can you wrap it or include a note?
A: We do not currently offer gift wrapping but can add a note if personally requested, again you'll need to call us or email before placing the order to get this service.

Q: Do you use eco-friendly packaging?
A: Yes, we use recyclable or biodegradable packaging wherever possible. If your order had bubblewrap we were simply recycling it from packaging we had received.

Q: Do you offer student or NHS discounts?
A: No sorry, we do not offer discounts of any kind, apologies.

Q: Do you do gift vouchers?
A: Yes, we can do these, please email us or call to arrange.

Q: Do you provide multi-buy discounts?
A: No sorry, we do not offer multi-buy discounts or any other discounts or special offers of any kind.

Q: Can I schedule a subscription or recurring order?
A: Sorry no, we do not run subscriptions. Each order must be placed manually. We firmly believe health supplements should not be subscribed to but rather cycled intelligently.

Q: Can I change the delivery address after placing my order?
A: Only if the order has not yet been dispatched. Please call us immediately if this is the case.

Q: Do you send order updates by text as well as email?
A: Updates are sent via email only. Our Delivery partners however may send text updates depending on your selected delivery option.

Q: Can I combine 2 separate orders into one shipment?
A: No, if ordered separately, these orders are shipped individually due to their differentiating weights and dimensions.

Q: Can you tell me the status of my order?
A: Please check your tracking link first. This is/was automatically emailed to you upon dispatch. You will not get the tracking email the moment you place your order but you will get it the moment it is sent out from us. If the tracking link is not working, contact us.

Q: I received a different or wrong product, how do I send it back?
A: Please contact us immediately with your order number and we will resolve it for you and cover the cost.

Q: My order is missing an item.
A: Generally this is when an item is out of stock, check the invoice to see if it says Out of Stock or To Follow next to the item. If not please contact us with details and we will put this right/let you know what's happened.

Q: I received a damaged product, what do I do?
A: Sorry to hear that, please send us photos along with your order number and we will investigate and replace the item(s) if necessary.

Q: What is your returns policy?
A: We accept returns within a 14 day period if the product is unopened and in resaleable condition. If there's an issue with a product after this period, please get in touch with your particular issue and we'll advise you.

Q: My order says delivered but I don’t have it.
A: Please check with neighbours first, and any 'safe spaces'. Then you can contact the delivery partner or use your tracking details to find any further information on exact location for delivery/proof of delivery. We do recommend waiting at least 3 days after the date the tracking states delivered as there can be discrepancies/errors in the digital tracking updates and it is quite possible they still have it and will deliver in this time. Contact us if your order is still missing after these steps.

Q: I already returned my item but have not yet received a refund.
A: Refunds are processed after we receive and check the item. Please allow 3-5 working days for your bank to release funds. If you still haven't received your refund after this period, please get in touch with your receipt for the return and your order number to hand.

Q: I am not happy with the product and wish to return it.
A: Sorry to hear that. Returns may be accepted for unopened products within a 14 day period of receiving your order. So please send us back the items you wish to return within this time frame, in it's original packaging to: Ancient Purity Ltd, The Dovecote, Little Braxted Hall, Little Braxted Lane, Witham, Essex, CM8 3EU, United Kingdom. Please enclose your name and order number with this return so we can allocate accordingly. You are responsible for any postage costs to send any item(s) back.

Q: How long do refunds take to process?
A: Anywhere within 3–5 working days after approval/processing.

Q: What if I only want to return part of my order?
A: That is fine, as long as items meet our returns criteria.

Q: Can I exchange a product instead of getting a refund?
A: We do not offer exchanges. A refund must be processed and you can order the correct item separately.

Q: Can I just have store credit instead of a refund?
A: Sorry no, we don't offer store credit, it will have to be a refund to your original payment method.

Q: Do I need to pay for return postage?
A: In most cases, return postage is the customer’s responsibility. The exception being if your item is damaged in transit, in which case, we will arrange with you to send you a returns label.

Q: What if my package arrived opened or tampered with?
A: Please email us immediately with photos of the damaged items(s) and we'll advise you with next steps.

Q: When shall I expect my package?
A: Delivery times depend on your location and chosen shipping method. Check the link you get via email once your order has been dispatched where your tracking details should be and you'll be able to follow your orders journey from start to finish. If you did not receive an email with order confirmation and tracking details, please contact us straight away.

Q: Do you offer next day delivery?
A: If you want Special Delivery Guaranteed next day or something unique you can call us. 1st Class 24 is generally next day delivery but it is not guaranteed due to using third party delivery partners. However please note first class delivery is still stated as 1-2 working days.

Q: I need my order delivered by a certain date, can this be done?
A: If your order is time sensitive please put this onto 1st class shipping and email us or call us straight away and we'll do our best to ship your order (stock dependant) on the same day. Please note that most orders are dispatched however on the same working day anyway if placed before 12pm.

Q: I haven’t received a tracking number.
A: Not all services include tracking so please check your original email confirmation. Please also check that you have provided the correct email address. If tracking is required, you've followed these steps and you still haven't received a tracking number, please get in touch and we can assist you.

Q: Can you deliver to a different address?
A: Yes, you can select this during the checkout process under billing and shipping addresses.

Q: Can I get a quote for postage to my destination?
A: Yes, postage is calculated at checkout so place your order, checkout, enter your address details and postage will then be displayed once you've entered your address. Please use the website/the checkout section for reference.

Q: What if my parcel is delayed?
A: Please allow at least 3-5 working days in the UK on 1st or 2nd class shipping selections. International orders can be delayed for many reasons so again, please allow at least 3-21 days before contacting us. Please note that around Christmas time and various other UK holiday dates there can be delays out of our control. If significantly delayed, contact us.

Q: I need my order delivered on a weekend.
A: If you want Special Delivery Guaranteed next day or something unique you can call us. For our standard 1st Class 24hr service weekend delivery is not guaranteed however upon special request we can book a Saturday delivery with Royal Mail. You'll need to call us to place these orders and receive a quote for postage as the delivery prices are different to the ones on our website.

Q: How long will my order take to reach my destination?
A: UK orders usually arrive fairly quickly (within 24-72 hours). International orders will vary by country due to many factors, the main one usually being held with customs authorities, so can vary between 3-21 working days. Please keep an eye on your tracking information sent via email from us upon its dispatch. Follow the tracking link with your tracking number. If for any reason you didn't receive tracking information please get in touch with us.

Q: Can I leave my package at a neighbour’s?
A: Please arrange this directly with your courier. Sorry we can not make specific requests on your behalf.

Q: Can I collect my order from your shop?
A: Yes we'd love to meet you and put a face to the order. You are always welcome in store between 10am-5.30pm, Monday - Friday. See our Visit Us page.

Q: What if I am not at home to receive my parcel?
A: The courier may reattempt delivery on the next working day or leave a collection note. Please arrange with the courier if any special arrangements are necessary.

Q: Can I request special delivery instructions?
A: Sorry, not with us specifically, no. You may however be able to contact the courier with any delivery instructions.

Q: Do you offer carbon-neutral shipping options?
A: No, but you can check with the courier we use when you get the tracking link.

Q: Can I upgrade my shipping method after I’ve ordered?
A: Not once the order is placed, no. Apologies for any inconvenience.

Q: Do you ship during public holidays?
A: Sorry we don't, we are closed on public holidays, so orders do not dispatch on UK public holidays. All orders resume dispatch during the UK working days following.

Q: What days/times do you ship orders?
A: Orders are shipped on working days, Monday to Friday, between the hours 10am-4pm.

Q: Do you deliver to my country?
A: We ship worldwide. However there are currently restrictions in place with some countries and their customs authorities and the quickest way to check if we deliver to your country is via our checkout process - once you get to check out, there's a country's list drop down - If your country is not currently on this drop down list, unfortunately we won't be able to deliver there at present. Please check back in again soon as this can change weekly.

Q: Can I get a quote for postage to my country?
A: Yes, it's all calculated at checkout so please use the website for reference. Once you're at the checkout stage, enter your address and here you'll find a selection of postage quotes produced for you.

Q: I can’t get a postage quote, can I pay via bank transfer?
A: This generally means we're not currently shipping to your location/country. However if this is an issue, please feel free to contact us and we can assess this on a case by case basis.

Q: How long will my order take to reach my country?
A: This will vary by courier, customs clearance and the country in question so I'm afraid we can not recommend a specific time frame, just a suggestion of anywhere between 4-21 working days, again, depending on the country desired. Please follow the tracking link sent to you via email once you've ordered to follow your orders journey.

Q: My order is stuck in customs, please advise.
A: Customs delays can occur and are unfortunately out of our control. Average processing times are up to 5 days, but we have seen up to 2-3 weeks delays at worst but this is rare. So if delays do occur please be patient. When the parcel tracking indicates “released from customs” you should expect to receive your order in the following few days.

Q: I have a huge customs fee, why wasn’t I warned?
A: Customs fees vary by country and are outside our control so I'm afraid we can't take any responsibility for any fees due in your country. Please research your countries import rules and regulations before placing any orders.

Q: How will I know if my order will be subject to customs fees?
A: Please check your country’s import rules and regulations before ordering. Generally an online 'Import Duty Calculator' can assist you. You can also check with the courier you'd like to select at check out, their websites can generally tell you if there'll be customs fees for your country.

Q: I want to refuse my order from customs because of the fee.
A: You have the right to refuse, however if you do refuse your parcel you are responsible for the postage fees still - these will not be wavered and your final refund from us (once the parcel has returned safely) will be minus postage.

Q: Which carriers do you use for international orders?
A: We use reliable international couriers depending on region. These options are available to you upon checkout.

Q: Can I pay customs fees in advance?
A: Sorry no, these are specific to the parcel at the time it passes through customs and you will be contacted personally with these fees due.

Q: Do you ship to PO Boxes abroad?
A: We can ship to a PO Box, yes. Just enter the shipping address in full at the check out stage and we can send it here as long as the address is correct.

Q: What if my country bans a supplement you sell?
A: You are responsible for checking all legalities before ordering and if this parcel returns to us for these reasons, unfortunately you will still be liable for postage fees.

Q: My account isn’t working or is locked, can you help?
A: Please check the details you're entering are correct as a first step, such as your email, then perhaps try logging into your account on a different browser (e.g. Google, Safari etc), then reset your password as a final attempt - if none of these steps work, please contact us and we'll do our best to help.

Q: How do I change my details in my account?
A: Log in to your account and you'll see 'My Account' on the right hand side. Click here and you'll be able to edit your profile. For mobile log ins, you'll find this information in the menu (3 lines in the left corner) drop down once you've logged in.

Q: How do I create an account?
A: Select create account at checkout or 'Sign In / Join Us' on our homepage.

Q: Can I check out as a guest without an account?
A: Yes, guest checkout is available. Just add your order into the basket, check out and pay without needing to log in/sign up.

Q: How do I delete my account and data?
A: Contact us to request deletion.

Q: Can I save multiple addresses in my account?
A: Yes, once logged in, go to 'My Account' and in here you can 'Manage Addresses'.

Q: I’d like to know more about this product.
A: We can absolutely assist you with this however please make sure you've double checked our FAQ's against the product firstly to see if this can help, and always check our products Suggested Use and read the products description fully - we provide as much as we can on line. If after pursuing all your own research you still have questions, please feel free to reach out to us.

Q: I have a health issue, and want supplement ideas.
A: We're not legally allowed to give you precise lists for specific ailments, we can only merely advise and suggest a beneficial way of taking certain supplements alongside your health issues. There should also be extensive instructions in our Product Description, Suggested Use and FAQs sections also for you to check before taking certain products. In regards to any health issues, please conduct your own research initially before contacting us as mentioned, we're not medically trained. We are however more than happy to talk with you about any concerns and ideas you may have.

Q: I have heard conflicting information about one of your products, can you comment?
A: We completely understand that it can feel confusing when you come across different opinions or information about a product. What we can share is that everything we offer has been thoroughly researched and carefully considered, always with safety, quality, and our customers’ best interests at heart. Of course, everyone’s needs and perspectives are different, so we encourage you to explore the information available and make the decision that feels right for you. We’re here to provide transparency about what we do and why we do it, but ultimately we respect that each person’s choice is their own.

Q: Where do you source your products?
A: We work with trusted suppliers worldwide and we select our products carefully and thoughtfully and with extensive research prior to sourcing. Please read our Connections in The 7 Thunders of Ancient Purity section about suppliers we work with and look at the Origins to see where the products come from.

Q: Will one of your products interact with my medication?
A: If you are worried about medications with this product, please consult someone who is medically trained to advise you or conduct your own research to come to your own conclusions. You can always start with a minimal dosage of the product you're interested in and keep an eye on any interactions with existing medications and space them accordingly (it's quite rare for interactions to occur with most things). We can not tell you if specific medications will react with specific supplements. We will just instruct you that after conducting your own research, to start with low doses of the product.

Q: You used to sell this product, why don’t you anymore?
A: If it says Out of Stock it means it will be back. Some products may be discontinued or unavailable from suppliers so if you don't see it online any longer, unfortunately we won't be stocking it anymore.

Q: What regime would you recommend for my issue?
A: We cannot recommend specific medical protocols. We are not licensed or legally allowed to do so. Please have a read of our Blogs/Guides where we have done countless amounts of research into specific products and protocols, where hopefully you can gain more knowledge about your specific issues and how to work with our products.

Q: Can I have a COA on a product?
A: Certificates are available on request for most of our products, yes. Please get in touch if this is case. Please note we have a number of people attempting to source our products and we are not obliged to show our COAs. But you can request.

Q: Have your products been tested for heavy metals or plastics?
A: Yes, we ensure safety and quality testing with our products. Please be rest assured that we would not source and sell products that weren't safe to consume. We are called Ancient Purity for a reason, please read The 7 Thunders of Ancient Purity section.

Q: Do you offer sample sizes or trial packs?
A: Sorry, we sell only the products you see on the site as they come.

Q: What is the shelf life of this product?
A: Please check the packaging for best before dates. Generally our products will out live us all, but as a legal requirement we normally suggest anywhere from 12 - 36 months.

Q: Can you recommend another site if you don’t stock a product?
A: No, we do not recommend other sellers I'm afraid. Please conduct your own research for other suppliers.

Q: The product is not the same colour as before.
A: Natural products can vary slightly between batches. It is also possible that perhaps we have switched suppliers. If this is the case, again rest assured we have done extensive research and the batch you have is just as it should be.

Q: Are your products organic?
A: Most are, yes, but not all are in some cases the independent trusted supple is not registered organic, and we aren't. We can not legally say our stuff is 'Organic' anyway as this involves government agencies, who lets try to keep this safe and polite currently until things change have not got the natural health of the people or independent business's best interests at heart. They are working to a globalist agenda. We source whole, natural products from their source with great care and consideration to health. We are Ancient Purity, that is what the products are.

Q: I found an old product past date, is it still good?
A: Most of our supplements do not expire quickly so if you wanted to use it you still could, but we can't recommend you do for legal reasons. The only noticeable sign it may be best to stop using it after this is if you get an upset stomach or if there's little desired effect - it would have most likely just lost its potency.

Q: Do you provide dosage or usage guidelines?
A: Yes, on product labels and pages under Suggested Use.

Q - I've read about products in your Blogs/Guides but I can't locate them on your site, do you have them?
A - We don't supply many products you'll read about. Ancient Purity is about helping you, heal and thrive not pushing our own stuff. There are so many life changing supplements, herbs, foods out there we just want to tell you about them.

Q: Do you have any discount codes?
A: We don't do discount codes — again, we are supplying health products following our 7 Thunders and for Thriving beyond Surviving. We are not competing or operating in the sales and marketing industry with promotions. Our sole focus is to get you results and run at a profit ourselves.

Q: I’m having issues paying, can you send me a link or invoice?
A: Contact us for individual support in this circumstance and we can most likely take this order manually for you over the telephone. We don't offer / have payment links.

Q: I want to buy in bulk, are there discounts?
A: We do not offer bulk discounts, no. You can apply for a wholesale account if you're a business or practitioner and then our wholesale items will be available to you at trade cost upon your acceptance for an account. We are a small, family run business and do not offer payment tiers or 'bulk discounts' or 'buy one get one free' like some major online chains. We don't operate that way — we believe this can encourage unnecessary consumerism so we prefer to deliver great quality at affordable prices.

Q: What payment methods do you accept?
A: We accept most major cards: Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Diners Club, Discover, Union Pay. Please check at checkout for all available options.

Q: Can I split payment across multiple cards?
A: Sorry no, only one card per order.

Q: Do you offer buy now, pay later options?
A: Sorry no, we do not. Once more, we believe this could encourage unnecessary consumerism and is not in line with our values/ethics. Please see The 7 Thunders of Ancient Purity.

Q: Can I pay by cheque?
A: No, sorry but this isn't a method we can accept.

Q: Do you have any sales?
A: Sorry no, we do not run sales, discounts, free shipping, free samples, subscriptions, offers or promos.

Q: Can I pay in store?
A: Yes of course.

Q: Can I pay using cryptocurrency?
A: Sorry we do not currently accept crypto — we may do in the near future.

Q: How do I apply a discount code at checkout?
A: If you have one, please enter it into the coupon box at checkout after logging into your Ancient Purity account. Discount codes will not work on a guest checkout.

Q: Do you do cash on delivery?
A: Sorry no, all orders must be prepaid please.

Q: What hours are you open?
A: We are open from Monday to Friday between 10am - 5.30pm.

Q: Do you offer consultations?
A: Sorry no, but we are currently building a directory of highly recommended practitioners of all holistic fields.

Q: I’d like to meet or talk to Tom.
A: Tom is works at Ancient Purity a few days a week, travels, meets wholesalers, does events and makes things. He also works from the road often on his laptop. So you should contact us first to see if he will be around on the day you want to visit.

Q: Can I park there?
A: Yes, ample parking is available at Ancient Purity.

Q: Do you serve food or drinks?
A: Sorry no, we do not have a café on site unfortunately. There are some lovely places nearby however so please search for these before visiting if this is something you require. We also may open one on site in the near future.

Q: Do you hold events at Ancient Purity?
A: Occasionally, but not regularly. Please keep an eye on our newsletters for any events we may hold in the future.

Q: Can I visit on a weekend?
A: Sorry no, we are not open at the weekends.

Q: Do you have a toilet?
A: We do have a toilet on site, yes.

Q: Do you have wheelchair access or parking?
A: Not specifically but you could access the downstairs area of our shop and park close by. Please contact us to discuss any further accessibility needs/requirements.

Q: Do you offer online live chat or phone support?
A: We do not offer online live support. Email or telephone is the best way to reach us for support.

Q: Can I book an appointment to speak to someone?
A: Sorry, we do not offer formal appointments, no.

Q: Can I tour your facility or see where products are made?
A: Sorry no, our facility is not open for tours. You're more than welcome to Visit Us in store however for a more personal experience where we'd be happy to assist you. You can learn about and trace the products by checking out our Origins page.

Q: Can I bring my dog?
A: Yes we'd love to meet them.

Q: I want to become an affiliate.
A: Please see our website - select 'Join us' where you'll find the application for Affiliates.

Q: I want to become a wholesaler.
A: Wholesale is available on request with approval. Please see our website - select 'Join Us', click on 'Wholesale Application' for the appropriate link to take you to the application form.

Q: Is there a minimum wholesale amount?
A: Yes, a minimum order quantity applies to wholesale orders. Upon application and approval all instructions are provided.

Q: Do you provide marketing materials?
A: Support may be available to those wishing to market Ancient Purity so please contact us for specific requirements and we can assist on a case by case basis.

Q: Do you ship wholesale orders internationally?
A: Yes, we can ship wholesale worldwide.

Q: Can I get exclusive products or special pricing as a wholesaler?
A: Exclusive products, no. Terms vary and may be discussed if ordering large amounts so please contact us for more of a personalised plan if this is the case.

Q: Do you offer dropshipping for retailers?
A: No, we do not provide dropshipping. You can however select another address at checkout if you desire to send the order to another person.

Q: Where is Ancient Purity based?
A: We are based in Little Braxted, Essex, England. We ship worldwide daily.

Q: Who runs Ancient Purity, who are you guys?
A: Tom Stavely runs Ancient Purity with a group of long term friends. Thats Gary Hill who handles the logistics, stock, manufacturing. Ewan Rigg makes Tom design visions come to reality designing the packaging and art work together and handles emails and calls. Georgia Thomas runs the admin and takes your calls and emails. Michele Hill handles the companies finances. Mark Fox works in the logistics and shipping, wholesale orders. Jaki Buscal and Dave East work in the manufacturing.

Q: When did Ancient Purity start?
A: We started in 2010 and became a registered company the following year in 2011.

Q: Where can I get news and updates from Ancient Purity?
A: You can get Toms Newsletter which shares his personal experience in health, healing, the spiritual and supernatural. You can see Tom's work in the Health Guides. Sometimes Ancient Purity uses Instagram and Facebook for updates. We also have a Youtube Channel.

Q: Why is it called Ancient Purity?
A: The name is to reflect what we stand for. “Ancient” represents the time-tested Superfoods, Herbs, Oils, Practices, and Teachings from around the world, trusted across generations and cultures. “Purity” reflects our commitment to delivering these ancient treasures in their cleanest, safest, and most potent form. Since our launch, we’ve seen many companies use “Ancient” in their name, which shows it must be a good name.