Frequently Asked Questions
Frequently Asked Questions
Got a query? Check our list of common questions to see if it's listed here :)
COVID-19 update 24/03/2020: We are currently operating our business but orders may be subject to delays given the ongoing restrictions on movement within the UK and the effect strict new measures are having on business operations throughout the supply chain.
|My delivery hasn't arrived yet. When can I expect it? ||Orders dispatched by Royal Mail 1st Class arrive the next working day (& Saturday) 93% of the time. Parcels by 2nd Class arrive within 2 to 3 days around 90% of the time. If your order hasn't arrived in this time-frame it's likely still progressing through the postal system and will be with you shortly. Please check your order confirmation email to ensure the address provided is correct. We must wait 15 working days from posting before we can declare your parcel missing, as this is the time-frame given to us by Royal Mail. Drop us an email if it hasn't come by then, and we'll sort it out for you. Update: All parcels sent now have basic tracking, if your order hasn't arrived after several working days from dispatch, drop us an email and we'll provide the link for you. ||Can I have a surprise Vegan Treat Box free from a specific ingredient?||At this time we can't provide custom Vegan Treat Boxes, so if you have a specific allergy it may be best to order individual products from our store, checking the ingredients of each one.|
|Is there a tracking link for my parcel?||Royal Mail 1st Class (24) and 2nd Class (48) parcels which we send orders by, now have basic tracking. The tracking shows whether your parcel was successfully delivered, or whether it's being held at the local Royal Mail Delivery Office following an attempted delivery. You can request a tracking link by emailing email@example.com||How do I enter a coupon code or gift voucher?||Add your order to your cart and then visit the 'View Cart' page before checking out to enter your code: |
|My chocolate says 'May contain traces of milk', is it still vegan?||This essentially means the chocolate was made in the same building as milk products. The notice is intended for allergy sufferers who may have a reaction to even tiny particles of dairy which may have wafted across the factory floor onto the vegan products. This doesn't affect whether a product is vegan or not, as long as the ingredients used in the making were vegan. As a rule of thumb: vegan ingredients = vegan product.||What's your policy on palm oil?||We take seriously the issue of palm oil production and its impact on the environment. 95% of products listed on our website do not contain palm oil. The few that do, contain sustainable palm oil. If a product is listed on our website which is found to contain unsustainable palm oil, we will cease stocking it.|
|My favourite treat is out of stock, when will it be back?||Most treats are back in stock within a week or two but if you'd like a better idea, drop us an email and we'll be glad to help! ||Will Vegan Town donate some goodies to my charity?||We're committed to helping a variety of good causes dedicated to helping animals. Drop us an email and we'll see how we can help :)|
Still need help?
If your query isn't listed or you need further clarification, feel free to drop us an email at: firstname.lastname@example.org ♥