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Frequently Asked Questions
GETTING STARTED
  • How does your subscription plan work?

    Choose a plan that suits you best from our plans page. The chosen plan will provide you with a 28-day pack of supplements which will be delivered directly to you. We will automatically renew your subscription every 28 days after the initial purchase. We will send you a reminder email 7 days before your next payment is due. You can pause or cancel this plan anytime if needed.

  • When will I receive my pack each month?

    You will receive your pack every 28 days, however we will send your second month’s pack a couple of days early so you never run out.

  • How do I choose the best supplements for me?

    We’ve done all the research and developed a comprehensive quiz, which will find out about your lifestyle and what your main wellbeing concerns are. At the end of the quiz, we will recommend the best supplements tailored just for you. All you need to do is select the ones you want and choose your plan. This quiz is only for our Bespoke and Ultimate Wellbeing Plans. If you’re looking for essential daily vitamins and minerals to get started, try our Keep Well Essentials Plan.

  • I want to build my own plan / custom plan. How can I do this?

    It’s simple. Go to our Products page click ‘add to pack’ on all the supplements you want to add to your plan. Then click on the ‘box’ icon on the top right-hand corner of the page and click ‘checkout’. You’ll be directed to your pack summary page. Here you can see all the supplements you’ve added to your pack. To qualify for a Custom Plan, you must choose a minimum of 2 supplements or spend a minimum of £8.99 from our range.

  • What is a Set Plan?

    A Set Plan is any of the following fixed plans: - Keep Well Essentials Plan - Bespoke Wellbeing Plan - Ultimate Wellbeing Plan - Prenatal Plan Custom Plans are not Set Plans.

  • What is included in Set Plans?

    Each set plan has different features: Ultimate Wellbeing Plan – After taking the quiz, choose 5 supplements out of the recommended range. You can add extras at a 30% discounted price at checkout. The maximum supplements in any plan is 8. Bespoke Wellbeing Plan – After taking the quiz, choose 4 supplements out of the recommended range. You can add extras at checkout. The maximum supplements in any plan is 8. Keep Well Essentials Plan – you have the option to choose 3 supplements out of the following: The Golden Hero (Advanced Turmeric Hybrid), The Multi-Mix (Multivitamins and Minerals), The Citrus Shield (Vitamin C and Bioflavonoids), The Lullaby (Magnesium) and The Ray of Sunshine (Vitamin D). You must select 3 to qualify for this plan. - Prenatal Plan – You will have the 2 essential supplements – The Baby Bloomer and The Master of Omegas. Please see our ‘Plans’ page for more information.

  • Can I just order one month?

    We offer our first month on Set Plans at a massive discount of 60% to all new customers. You can pause your plan at any time within 21 days of your purchase. Let us know by email and we can pause your plan. Our plans are automatically set to renew every 28 days.

  • How long will it take for my order to arrive?

    We aim to get your supplements to you as quickly as possible, this will normally be within 3-5 working days.

  • Can I be on multiple plans at the same time?

    Currently, you cannot have multiple plans on your account. Only one plan can be associated with each user.

  • How long will it take me to notice any benefits from your supplements?

    This can vary between supplements. For some supplements, you can expect changes fairly quickly, typically within a few days. Others, such as dong quai, can take up to 3 months. Once you start taking the supplements. we recommend you take them every day in order to get the best results.

MANAGING YOUR PACK
  • Can I add extras to my pack?

    Yes! You can always add extras to your pack if you feel you need to. If you are on any of our Set Plans, just click ‘Add Extras’ on your ‘Update Plan’ page (accessible from your Dashboard under ‘My Plan’), this will direct you to the products page where you can add all the supplements you want to your pack from there. If you are on our Keep Well Essentials Plan and want to add extras, it may be more cost effective to opt for one of our Wellbeing Plans where you can get supplements best tailored for you. Our Ultimate Wellbeing customers have full access to our products at a discount of 30% off. If you are on our Bespoke Wellbeing Plan and are looking to add more supplements to your pack, the Ultimate Wellbeing Plan is your best option.

  • Can I pause my Plan?

    Yes, you can pause your plan. Just send us an email, confirming that you would like to pause your plan, we will then confirm and pause it until you let us know when you would like to resume it again. This will show as a cancelled plan on your order history however this can be restarted as soon as we have written confirmation that you would like to resume your plan from your chosen date. In order to pause it before you receive your next pack, you have to let us know at least 7 days before your next payment is due.

  • How do I edit my Set Plan?

    This can be done from your ‘My Plan’ page on your Dashboard after logging in and selecting ‘Update Plan’. This will show your ‘Update your Plan’ page which has a summary of your existing plan. Click ‘Edit this Plan’ and this will redirect you to your ‘Supplement Recommendation’ page where you can swap and change your selected supplements for one another by following the instructions on the page. Then go through the checkout process by following the instructions. No additional payment will be taken until your next scheduled billing date where any new prices in the total cost will be reflected.

  • How do I change from one plan to another?

    It’s easy. Just go to your ‘My Plan’ page on your Dashboard after logging in and select ‘Update Plan’. You can then select which plan you want to switch to. For example, if you are on an Ultimate Wellbeing Plan and you’re looking to change to the Prenatal Plan, select the ‘Update Plan’ option and you will be directed to the Plans Page. Scroll down the page to see the Prenatal Plan and click ‘Get Started’. Click on ‘Add Plan’ and this will direct you to the checkout. Your new updated plan will be shown here and underneath will show the old plan you were on. Click ‘Checkout’. This will now be updated for your next monthly pack; you will not pay anything today however you will be billed when your next payment is due on the original billing cycle. You will be charged only for the new updated plan. To change your plan, you must ensure you change it at least 5 days before your next payment is due. Here are some more scenarios. If you are on: Any Plan changing to a Set Plan (i.e. Keep Well essentials to any Wellbeing Plans or vice versa, Keep Well essentials to Prenatal Plan or vice versa and switching a Custom Plan to a Set Plan): 1) Log in and go to dashboard – ‘My Plan’ 2) Click ‘Update Plan’ 3) Click ‘Switch Plan’ 4) You will be directed to the Plans page. 5) Select which plan you want to switch to. Continue the steps as instructed and proceed to checkout. 6) Your new plan will be updated in the checkout and your old plan be shown underneath. 7) Check out as normal. You will not be charged today but will be charged the updated price on your next billing cycle. 8) You will receive your updated pack before your current pack finishes so you can continue your cycle with your new supplements. Bespoke Wellbeing changing to Ultimate Wellbeing Plan (vice versa) 1) Log in and go to dashboard – ‘My Plan’ 2) Click ‘Update Plan’ 3) Click ‘Edit This Plan’ 4) You will be directed to the Supplement Recommendation Page. To swap and change supplements, click ‘remove from plan’ and ‘add to plan’ 5) Choose 4 supplements if you would like a Bespoke Wellbeing Plan or 5 supplements for an Ultimate Wellbeing Plan 6) Continue the steps as instructed and proceed to checkout 7) Check out as normal. You will not be charged today but will be charged the updated price on your next billing cycle. 8) You will receive your updated pack before your current pack finishes so you can continue your cycle with your new supplements. Any Set Plans changing to Custom Plan 1) Log in and go to dashboard – ‘My Plan’ 2) Click ‘Update Plan’ 3) Click ‘Remove Plan’ 4) Click on ‘Products’ tab in the menu bar 5) Build your own plan by selecting any of the supplements to add to your pack. Proceed to checkout. 6) Check out as normal. You will not be charged today but will be charged the updated price on your next billing cycle. 7) You will receive your updated pack before your current pack finishes so you can continue your cycle with your new supplements.

PAYMENTS
  • When does payment come out if I add any extras to my existing plan?

    If you choose to add any extras to your plan at any time in your cycle, the payment will continue to be taken out at the same time every month (every 28 days), this also applies if you want to switch to another plan. The new total, including your added extras, will be taken out in your recurring payments. You must add these extras at least 5 days before your next payment is due in order to receive your new updated pack on your next delivery. This is to ensure that we prepare, pack and dispatch your new pack in time for your next cycle.

  • Can I make annual payments instead of monthly?

    Yes, you can for the set plans: Keep Well Essentials, Bespoke Wellbeing and Ultimate Wellbeing. We offer the option for all new customers to pay for a full year upfront if that is their preferred option. If you select this option, you will receive your sixth month pack for free. Just choose your plan as normal and when you reach the checkout page, there will be an option for an annual payment.

DELIVERY
  • How much do you charge for delivery?

    All orders over £20 qualify for free delivery. Any orders under the amount £20, will be charged at £1.99.

  • I haven’t received my pack yet. What do I do?

    Once we receive payment from you we will prepare, pack and dispatch your box within 48 hours. The pack will be delivered via Royal Mail to your specified delivery address. We will let you know once the box has been dispatched and you should receive this within 5 working days of cleared payment. If you haven’t received this within 5 working days of placing your order, please get in touch with us at hello@vitawake.co.uk and we’ll track it down for you.

  • Do I have to sign for the delivery?

    No need! We’re all rather busy and not always at home. So, we’ve made sure our packaging is specially designed to fit through your letter box. This is why we choose not to send the packs out as signed for delivery. You should get it in the post like any normal letter!

  • Do you deliver outside the UK?

    We currently do not deliver outside of the United Kingdom.

CANCEL & RETURNS
  • I want to cancel my subscription box. How do I do this?

    We’re sorry to hear that. If you want to cancel a plan with us just go to your dashboard and click on ‘My Plan’. Here, you can cancel or update your plan. Click ‘Cancel Plan’ and this will cancel any future plans and payments from you. We’re always looking to improve, so if it is something we’ve done, please let us know and we’ll do our best to improve our service. You must cancel your plan before 7 days of your next payment. If you cancel after this, you will still be charged for the following months pack (we prepare, pack and deliver your box well in advance of your next cycle).

  • How do I cancel my order?

    Unfortunately, you cannot cancel or amend your order once it has been placed. There’s no way for us to edit or cancel this order due to rigorous protocols we have in place for new orders. We provide a very customised and streamlined service so that you receive your order as quickly as possible. However, you always have the option to amend, pause or cancel future orders with us.

  • What is your returns policy?

    If you need to return something, please contact us at returns@vitawake.co.uk, where we can discuss this further and try to resolve the query.

GENERAL PRODUCT QUESTIONS
  • Are the supplements you offer safe?

    Of course. Our food supplements are sourced by reputable and trusted manufacturers and suppliers in the UK. We ensure they meet the highest standards and are thoroughly tested before use. We take pride in the quality of our supplements as they are manufactured under strict GMP guidelines. In fact, all of our staff have been taking them and are feeling better than ever.

  • Will I need to take more than one dose of some supplements? If so, is this automatically included in my plan?

    Yes, some supplements require you to take 2 doses. These supplements are: - The Super Green (Spirulina) - The Smarty Pants (Nootropics Cognitive Enhancer) - The Eagle Eye (Eye Care Blend) However, you can increase the dose of any other supplements but we recommend only doing this with the advice of a healthcare practitioner or by looking at our suggested dose, on the relevant product information pages. This can be done through the basket or on the checkout summary page of your order.

  • What time of day is it best to take my food supplements?

    The best time to take these food supplements is with a meal, this ensures your body absorbs the supplements in the best and most effective way. We have designed the pack so that you can use it as part of your daily routine with your meal and embed it in your lifestyle.

  • What do I do if I have an allergic reaction to any of the supplements?

    If you have a known allergic reaction to any of the ingredients in our supplements, please do not take them. You can see the ingredients on the product information pages by clicking on the supplement from the Products page. If, after you’ve taken a supplement and realise you are getting an allergic reaction to them, please speak to a medical professional or your GP as soon as possible. You should stop taking these immediately. If you are sure the allergy is due to one of the supplements please also let us know by either accessing your account and going to ‘Help’ and explaining the issue there or email us directly at hello@vitawake.co.uk.

  • What is the Interactions Check?

    It’s a check our Healthcare Professional does to try and ensure any medication you currently take (the medication you provide us in the quiz) is suitable to use alongside our supplements. Sometimes, some medication can interact with certain supplements and can cause adverse effects. By carrying out these checks we try to ensure this doesn’t happen and aim to provide the best results for you.

  • How long does it take for the Interactions Check?

    This normally takes up to 48 hours. Once you take the quiz and opt for us to check your medications interaction with our food supplements, you will be prompted with a results page showing which supplements we recommend for you. However, you will not be able to place an order until we can confirm your recommended supplements are suitable for use alongside your medication. Our dedicated healthcare professional will check this thoroughly and approve if all is ok. Supplements that are not recommended based on interactions will be labelled as ‘Not Recommended’ in the results. You will receive an email letting you know when you can continue your order. Follow the instructions in the email and continue to checkout. If there is an issue, we will let you know and recommend another supplement for you that is clear of any issues.

  • How do I request a call back and what is this?

    This is only available to our Ultimate Wellbeing Plan members where one of our healthcare professionals can call you to go over any supplement related queries that you may have. This can be requested through a link in the ‘My Plan’ page of your dashboard, where we will arrange a suitable time to call you. This can be done a maximum of once a month.

  • Are your supplements safe to take as a combination?

    All of the supplements recommended in the set plans are safe to take together. If you want to add extras or build your own plan and check if they are suitable with the other supplements, please contact us by email where we will be able to help you.

  • Where can I see if a product contains things I’m allergic to?

    Go to the individual product information page, where you can check the ingredients and allergens in the product description.

  • Do your supplements contain any allergens?

    Supplements in our range that contain any allergens are: The Super Green (Spirulina) and The Gut Ally (Digestive Blend) which contain sulphites, The Multi Mix (Multivitamins and Minerals) which contains gluten, and The Smarty Pants (Nootropics blend) which contains Soya. There are no other allergens in our supplements. However, some of our supplements are produced in facilities that may handle nuts, dairy, soy and sesame. The risk of cross contamination is extremely low as they have dedicated allergen controls in place.

  • Why do you have a mixture of tablets and capsules?

    This is a common question for us. It’s simple. We work on a ‘what you see is what you get’ ethos. Tablets are generally cheaper than capsules because of the process and time taken to make them. Hence why our products are great value. Capsules can be a bit more expensive, but we try and keep our barrier between the price of our capsules and tablets at a minimum. Tablets and capsules work in the same way and taking both types can help you achieve your wellness goals. We always source our products from trusted suppliers and those who specialise in certain supplements. This also impacts the variety of our range.

  • Why are you cheaper than other supplement businesses?

    Our aim is to provide you with the best ingredients to maintain a happy and healthy lifestyle at affordable and reasonable prices. This does not mean we compromise on the quality of our products.

  • Do you use fillers and anti-caking agents in your products?

    Yes, we do have some fillers, bulkers and anti-caking agents in some of our supplements to help keep them to the best quality. We have thoroughly researched these ingredients and they are deemed to be safe in food supplements.

  • Can I buy Vitawake products anywhere else?

    Not at this time. Our site is the only place to purchase our products for now.

  • Are your supplements all Vegan?

    All of our supplements are 100% vegan and suitable for vegetarians.

  • Why do your packs come in 28-day format rather than 30 days?

    There’s a few reasons why. Our monthly cycle works on a 4-week format where we want our customers to follow the packs like a calendar. We consider 4 weeks at 7 days each to qualify as a month which gives you 28 days. We work this way because our customers find it easier to follow.

  • Can I retake the quiz?

    Yes, you can at any point however your recommended results from the previous quiz will be lost.

  • I’m having issues checking out, can you help?

    Sorry about that! The best thing is to try a different web browser or device to see if that will work. If it still doesn’t work, please email us at hello@vitawake.co.uk, with all of the details of the problem and we can help troubleshoot.

ACCOUNT INFORMATION
  • How do I reset my password?

    On the login page, there will be a link for ‘Forgotten Password?’. Click this link and follow the instructions where you will enter a new password to access the website again.

  • How do I update my delivery address?

    If you need to amend your delivery address, please email us at hello@vitawake.co.uk so that we can update our records with your new delivery address.

  • How do I update/amend my card details?

    You can do this by going to your dashboard and clicking on ‘My Details’ on the bar on the left hand side. On this page, you can update your card details by clicking the ‘Add/ Remove cards’ button and following the steps.

PACKAGING
  • Is the box, inside tray and bag all recyclable?

    Absolutely. Everything we have used in our packaging is widely recyclable, including the PET Plastic tray. Please check with your local recycling authorities to be sure, some follow slightly different rules and regulations.

REWARDS & REFERRALS
  • How do I make a referral?

    You can do this from your dashboard. Go to ‘My Account’, then ‘My Rewards’, there will be a ‘Refer a Friend’ form that you fill in with your friend’s name and email address. This will send them a link to the website to look through our set plans, where they can make a purchase. You will then receive a £5 credit for your referral within 2 months of your friend starting their ongoing plan. Please see Terms and Conditions for more information.

  • How do I use my credits?

    Credits are automatically applied onto your next payment, with a limit of £10 per month. If you have more than £10 worth of credits, it will be added to subsequent months’ purchases.

  • How do I get in touch with you?

    You can either use the online chat with us or send us an email to hello@vitawake.co.uk.