Frequently asked questions
Deliveries to Northern Ireland
Unfortunately, we’ve had to (temporarily we hope) pause our service to Northern Ireland. We want to be super transparent about the reasons why and sadly, like many other businesses, we’ve seen a huge number of obstacles and difficulties crop up since Brexit came into effect. Although obviously Northern Ireland is part of the UK, a number of new shipping rules and regulations have been implemented affecting our ability to ship certain goods there. In fact, a big proportion of our core product range is now registered as prohibited and restricted goods so we are unable to ship these with our existing courier DPD.
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 your “Profile” via the icon in the top right of the screen. Here you will be able edit any details.
How do I sign up or unsubscribe for marketing and offer communications?
You can set your email subscription preference in the 'Manage Account' section at the bottom of your 'Profile'. Simply log in to your account and go to your 'Profile' via the icon in the top right of the screen
Where do you deliver?
We deliver to all areas across the UK except Northern Ireland. 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 check the link in your email to track your delivery. If you still have issues, please get in touch at email@example.com.
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 neighbour's 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 to most UK postcodes. If you live in the Scottish Highlands or offshore islands, then a delivery fee of £8.95 will be applied to your order.
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). If you order by 3:30pm, we aim to dispatch your order the same day and deliver within 1-2 business days as detailed here.
Who will deliver my order?
Your order will be delivered by DPD.
Why is delivery different for the Scottish Highlands & offshore islands?
Unfortunately, due to high courier charges to these areas we are currently limited in how we get Bother boxes out to the Scottish Highlands & islands. We are working on finding alternatives in order to offer a more affordable delivery service to these areas in the future.
Do you send substitutions?
If for any reason we are out of stock of any of your ordered items, we will not replace them with substitutions without discussing with you first. If this happens, we will be in touch via email.
Where can I find my order details?
Simply log in and go to ‘Orders’. Here you will see all your current and previous 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 firstname.lastname@example.org.
Is there a minimum spend?
Our minimum order spend is £40.
Why do you have a minimum spend?
A £40 minimum order lets us use less packaging as the box is more full. And a full box is the most environmentally friendly way to shop because it means less for you to pop in your recycling bins.
Can I edit my order?
As we use DPD's priority delivery services, you are currently unable to edit your order once it has been confirmed. Please do though let us know at email@example.com and we'll do what we can to help.
How do I cancel my order?
As we use DPD's priority delivery services, you are currently unable to cancel your order once it has been confirmed. Please do though let us know at firstname.lastname@example.org and we'll do what we can to help.
Payments & Refunds
What payment methods can I use?
We accept payment with ShopPay, Google Pay, PayPal, Apple Pay or all major credit or debit cards.
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 email@example.com. 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 providers (Stripe or PayPal). These will be processed and should reach your account within 5-8 days.
How do I reset my password?
When you try to log in, select the 'Forgot your password?' link. Follow the instructions and we'll email you a secure link so you can reset your password.
There is a problem with the website; who should I tell?
Please let us know at firstname.lastname@example.org.
How do I give feedback on the website?
Please let us know at email@example.com.
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?
We use 100% FSC approved recycled boxes and recycled packaging.
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.