WE’RE HERE TO HELP
Customer Help
Browse our FAQs below for quick answers. If you can’t find what you’re looking for, get in touch via our Contact Us page and we’ll get back to you as soon as possible.
OUR MOST ASKED QUESTION
What do we mean by UPF Free?
At Floruna Life, UPF Free means foods made without unnecessary additives, seed oils or ultra processed ingredients. When choosing every product we stock, we ask two questions: “Does this ingredient need to be here?” and “Can another maker produce this without it?” This is how we define and select foods that are truly UPF Free for our store.
No ultra processed foods.
No seed oils.
No additives.
Every label checked by us.
Floruna Life is the UK’s first UPF-free food shop, delivering additive-free, seed-oil-free and non-ultra processed groceries directly to your door. Every product is personally vetted by founder Harry. If you have a question about your order, delivery, or returns, you’ll find answers below. Or you can reach us directly via WhatsApp or email.
Orders & Shipping
How long does it take for me to receive my order?
Typical delivery time is 1–2 working days after dispatch. Please allow up to 3 working days during busy periods, adverse weather or courier delays.
How do I create an account?
You can create an account here. It only takes a minute and makes future orders and tracking much easier.
How do I change my shipping address?
If you have already submitted your order, please email orders@florunalife.co.uk as soon as possible.
If your order hasn’t been placed yet, log into your account and update your address information there.
How do I track the status of my order?
Please email orders@florunalife.co.uk as soon as possible after placing your order. If the order hasn’t been dispatched yet, we’ll do our best to update the address in time.
What if I entered an incorrect shipping address?
Please email orders@florunalife.co.uk as soon as possible after placing your order. If the order hasn’t been dispatched yet, we’ll do our best to update the address in time.
How do I track my order?
Once your order has been dispatched, you’ll receive an email with tracking information from our courier. If you don’t receive this email, please contact us at orders@florunalife.co.uk.
Can I change or cancel my order after submitting it?
Please log into your account as soon as possible to change or cancel. We’re unable to make changes or cancel orders once they have been dispatched.
If you have any problems, email us at orders@florunalife.co.uk.
Do you ship outside the UK?
We currently ship to most of the UK. We’re unable to ship to Northern Ireland, Isle of Wight, Isle of Man, Isles of Scilly and the Highlands and Islands of Scotland. We apologise for any inconvenience.
For a full list of postcodes we are unable to ship to at this time, please see our shipping and returns policy.
Will my items arrive in one package?
We expect most orders to be delivered in one package. However, our logistics partner is committed to ensuring your order is received undamaged and as such may deem it necessary to split your order into more than one package.
Can I pre-order a sold-out item?
We’re not currently accepting pre-orders on sold-out items. If there’s a product you’d love to see back in stock, let us know at hello@florunalife.co.uk.
Your feedback helps us prioritise restocks.
Returns and Exchanges
What is your returns policy?
Full details of our returns and refunds process can be found on our Shipping & Returns page.
I received the wrong item
We’re sorry to hear this. Please follow the process outlined in our Shipping & Returns policy and we’ll get this resolved for you as quickly as possible.
My order arrived damaged
We’re sorry to hear that. Please follow the process outlined in our Shipping & Returns policy so we can get this resolved as soon as possible.
Where do I send an authorised return?
Once you’ve received confirmation from us that your return has been authorised, please send it to:
Returns address
Ceewhy Vancouver Ltd
Unit 3 Crown Yard
Heathfield
East Sussex
TN21 8QZ
Please do not send a return without prior confirmation from us, as this may delay your refund.
How do I get customer support?
You can reach us via WhatsApp or email through our Contact Us page. We aim to respond within one working day.
GET IN TOUCH
Still need help?
We’re a small, personal team and we’re always happy to help. Send us a message and we’ll get back to you as soon as we can.
We aim to respond within one working day.
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