Frequently asked questions

Registration

Do I have to register before I can shop?
Yes, we will need to set up an account for your household. This is so that we can start learning how and when you’ll need the items in your box. However, please feel free to have a browse around the shop before registering.

Help, I’ve forgotten my password…
Don’t worry, it happens to all of us. When you try to log in, select the 'Forgotten your password?' link. Follow the instructions and we'll email you a secure link so you can reset your password.

How do I update my details?
Simply log in to your account and go to “Account Settings” [check name]. Here you will be able edit any details.

How do I sign up or unsubscribe for marketing and offer communications?
You can set all your email subscription preferences within your account settings. Simply log in and then go to ...

Delivery

Where do you deliver?
We currently deliver to mainland UK, The Isle of Wight, The Isle of Man, Northern Ireland and the Scottish Highlands. Check the prices here.

Where is my delivery?
We use DPD to courier your delivery out to you. You will receive an email along with a one hour time slot once your delivery is with the courier. If your box has not arrived within this time frame please get in touch at hello@webother.co.uk.

What happens if I’m not at home for my delivery?
We want to make your life simpler and don’t believe in having you wait around for your order. If you are not going to be in, then DPD will allow you to choose your preferred delivery option and you will be able to either:
- Leave at specified neighbours address.
- Leave in a designated safe space.
- Deliver on a different date.
- Collect your box from a local DPD drop off point.

  • What do you charge for delivery?

Delivery is free for all orders over £50.
It will cost £4.95 for any order below that amount.

If you live in the Scottish Highlands or Northern Ireland then delivery will cost £8.95 for orders over £50 and £13.95 for orders under £50.

Can I choose my delivery day and time?
You are unable to choose the delivery date or time slot but rest assured you will receive a one hour time slot once your box is with our courier (DPD).

Who will deliver my order?
Your order will be delivered by DPD.

My order

Do you send substitutions?
[conversations ongoing]

Where can I find my order details?
Simply log in and go to ‘My orders’. Here you will see all your order and historical order details.

What does it mean when I place an item in my ‘Regulars’?
These are the items that you’d like to keep stocked up in your household. You can set the frequency that you’ll need these so you are completely in control. It means they’ll always be on your shopping list and Bother will be learning when and how often you need these items.

For example, you can choose to snooze an item for a month, we will then add this to your online box when the time comes (just before the month is about the end) and you can simply choose whether to check out with these items or snooze them again.

Can I place my order over the phone?
Unfortunately, we do not take orders over the phone at this time. If you need some help with the ordering process please get in touch at hello@webother.co.uk.

Is there a minimum spend?
There is no minimum spend.

Can I edit my order?
As we are using the DPD next day delivery service you are currently unable to edit your order once it has been confirmed.

How do I cancel my order?

Payments & Refunds

How do I cancel my order?

What is your refunds policy?
If any products arrive damaged, incorrect or are not what you expected please do not hesitate to get in touch at hello@webother.co.uk. We will endeavour to resolve this as quickly as possible and will refund where appropriate.

How are refunds managed?
Refunds are managed via our payment provider (Stripe). These will be processed and should reach your account within 5-8 days.

Technical

How do I reset my password?
To reset your password simply select ‘Forgot my password’ on the log in screen and follow the instructions.

There is a problem with the website; who should I tell?
Please let us know at hello@webother.co.uk

How do I give feedback on the website?
Please let us know at hello@webother.co.uk

Other

Can I make a product suggestion?
Of course! We’d love to hear from you if you’ve got a product you think we should be helping to supply your household with.

What packaging do you use?


Can you tell me some more about what Bother is doing to help and protect the planet?
We know that helping customers to make the most sustainable choices with their shopping is a vital concern at the moment. To find out what we’re doing please have a read here. [link to env page]

Can't find the answer you're looking for?

If you can’t find the answer you are looking for in the FAQs then please contact hello@webother.co.uk.