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Q1 - Where are your products sourced from?[back to top]
Our direct sourcing from producers allows us to maintain consistency in quality, ensuring we only supply you the best quality at the lowest prices. If you require further information into any one of our products, please do not hesitate to get in touch at email@example.com and we will get back to you as soon as possible.
Q2 - My order has not arrived. What should I do?[back to top]
Although we make every effort to ship our products out to our awaiting customers as quickly as possible, unfortunately there are the rare occasions where items are lost in the post. The vast majority of our customers receive their items within a couple of days with absolutely no problems. In the extremely unlikely situation where your item has been lost in the post and has not arrived, we would be happy to hear from you. Buyers have 30 days from date of payment to contact us if your item has not arrived.
Royal Mail consider a parcel to be in transit until 15 working days have passed after dispatch. If you have not received your item within a few days, we ask customers to kindly check for any missed collection cards that may have been left by the courier. We also often find that postal services forget to leave collection cards altogether, so customers are not aware that a delivery attempt has been made. In this case, we advise that customers contact the local Postal Office to check for any items being held for collection. If you have still not received your item after 15 working days have passed since dispatch, please feel free to contact us via eBay messenger and we will get back to you as soon as possible.
Q3 - My item has arrived damaged. What should I do?[back to top]
If you have a problem with an item for any reason or this has been damaged during transit, we will do our best to help wherever we can. Get in touch via our contact us link below, quoting your order number and a brief description of your problem and we will get back to you as soon as possible, please note that are customer service hours 9am -5pm, Monday to Friday. Please do not dispose of your item, as we may need you to send this back to us.
Q4 - Are the products tested and safe?[back to top]
Here at Sevenhills Wholefoods, we pride ourselves on having strict import regulations, only sourcing organic products that have been rigorously tested for Heavy Metals and pollutants by our suppliers, UK Port Authorities and even our own in-house testing before they leave our facility. All of our organic products have been certified by the Soil Association. We are happy to provide concerned customers with their product’s test results, showing our strict heavy metal and pollutant policy in action to provide assurance that product quality is of paramount importance. We make every effort to choose responsible suppliers, who provide us with products that have been sourced far away from areas of pollution, and even then these are carefully analysed by the Soil Association before we can state that these are Organic.
Q5 - Are your products suitable for those with allergies?[back to top]
Sevenhills Wholefoods products in general do not contain any substances causing allergies (Directive 2007/68/EC) as ingredients or by possibility of cross-contamination. The only exceptions are all cereal grasses (wheat & barley products) and kernel powder. Wheat and barley grasses are free of allergens as ingredients. However, there is a remote possibility of cross contamination by gluten if the farmer allows wheat and barley to begin developing seeds. Our farmers monitor the growth of the leaves to eliminate this risk, hence we consider our products gluten free. Kernel powder doesn’t have any allergens as ingredients. However, as the manufacturing facilities of kernels also handle nuts - there is a very low possibility of cross contamination. Please do not hesitate to contact us if you have any specific queries into any of our products.
Q6 - What is your company ethos?[back to top]
At Sevenhills Wholefoods, our aim is “To bring you the finest of superfoods, those which are nutrient-rich and have a variety of health benefits. Organic wholefoods are natural products and the quality can vary. Our direct sourcing from producers allows us to maintain consistency in quality, ensuring we only supply you the best.
How you help us make a difference - Our customers allow us to make a difference to the lives of our farmers and the communities that they support. Our farmers allow us to make a difference to the lives of our customers through the health-enhancing wholefoods they grow.
Sevenhills Wholefoods is committed in supporting a variety of charities worldwide. Our social projects are focused on helping the least well off in society to receive the basics that we believe everyone should have such as food, education, housing, water, medicine and sanitation.”
Q7 - What are the expiry dates for your products?[back to top]
Average shelf life varies between products from batch to batch, therefore we do not have one set expiry date for all of our items. If you are interested in the expiry date of a certain product, please do not hesitate to get in touch and we can give you further information into the batches we have available. We aim to provide you with our products with as long a shelf life as possible. However, there are occasions where, based on stock availability at the time of your order, the product Best Before Ending (BBE) date may be shorter than expected.
If the product will not be consumed by the BBE date, calculated by using the half of the suggested daily amount that is mentioned on the back label of the pouch, we will notify you to give you the opportunity to cancel your order.
Q8 - Can I consume after the expiry date?[back to top]
We set our recommended ‘Best-Before’ dates to ensure that customers consume their products while at their maximum quality. After the product’s expiry date has passed, customers may find a natural deterioration in the quality of the product, where the item may start to change in taste or texture. This is more of a quality issue rather than a safety concern. Therefore, we recommend that our customers consume their products before their given best-before dates to avoid any decline in quality, ensuring maximum product satisfaction. Please be advised that our stated ‘Best-Before’ dates are only accurate if the product is stored in accordance with the recommended storage instructions as stated on each pouch back label.
Q9 - Do you add any binders or filling agents to your products?[back to top]
Please rest assured that no colours, binders, fillers or preservatives are added to our products throughout the production process. Our products are certified organic by the Soil Association, and also suitable for vegetarians & vegans.
Q10 - My item is out of stock or I cannot find the item I am looking for?[back to top]
We receive new stock fairly regularly every month, where our sales channels are updated accordingly. If an item is out of stock, please check back in a couple of weeks, where we may have the size available. Please be advised that not all sizes are listed on our eBay store. If the size you are looking for is not in stock, please feel to browse our website, where we will most likely have this available.
Q11 - Can I return my item?[back to top]
If you have a problem with an item and wish to return this for any reason, we will do our best to help wherever we can. Get in touch via our contact us link below, quoting your order number and a brief description of your problem and we will get back to you as soon as possible, please note that are customer service hours 9am -5pm, Monday to Friday.
Please be advised that customers who wish to return items must contact Sevenhills Wholefoods no later than 30 days from placing your order. On receipt of your message, we will then advise you how to proceed with your return.
For further information, you can VIEW OUR SHIPPING AND RETURNS POLICY HERE.
Q12 - Are your products raw?[back to top]
Sevenhills Wholefoods sell a variety of products, with the range including both raw and non-raw items. If a product is raw, it will say so both in the title and the listing. Raw products are processed at temperatures that never exceed 45 degrees Celsius. Packed with vitamins and minerals, these are considered to retain heat-sensitive nutrients more effectively than products subject to higher temperatures during production. Although the maximum production temperature for these products is 45 degrees, many of these are actually processed at much lower temperatures. Unfortunately, the term “raw” is often used incorrectly. If in any doubt of a product’s raw status, we would always advise checking with the seller before placing your order.
Q13 - How do I find out about promotions or special offers?[back to top]
To find out about the latest Sevenhills Wholefoods’ promotions and special offers, please find us on our social media channels, where details will be released. Please follow us on Facebook, Instagram and Twitter, or sign up for our Newsletter below to hear about the deals we have available.
Q14 - My product tastes different to the last time I purchased it?[back to top]
As with all natural foods, it is normal to witness a degree of variation between batches of products. There are several different factors that can affect the taste or colour of these products, which will naturally vary between suppliers. You may find that a product you have purchased has a slightly different appearance, odour or taste to your previous items. Please be advised that this is normal, and often the case when consuming natural products. Physical characteristics of these products are mainly affected by environmental factors, which in turn will heavily affect the end-product customers receive. These factors may include the amount of sunlight and water the plant receives while growing, soil type, growing location and season for example, which will all have knock-on effects on the product’s final composition. Interestingly, we find that colour variation of these types of products is typically related to the amount of sunlight the crop has received before and during the harvesting stage. For example, young grasses grown during the Spring season tend to be of a brighter green colour and have a stronger taste than the Autumn-grown batches. There are many factors that can possibly lead to different characteristics during growing and harvesting these products, hence why you are likely to find differences both between different batches of Sevenhills Wholefoods’ products and when shopping between brands.
Q15 - Are your product pouches recyclable?[back to top]
Unfortunately, our pouches are not recyclable. However, we confirm that our Stand Up Pouches comply with the all requirements laid down in Regulations and Directives of the European Union. Our Premium Kraft Paper pouches are manufactured from 3 layers: an outer Kraft paper, a thin second layer of aluminium foil, then finally lined with food grade PE (Polyethylene). The pouches must be of a certain standard in order to hold food products, to retain their freshness.
Q16 - Can you explain a bit more about who the Soil Association are and what they do?[back to top]
The Soil Association is a charity based in the United Kingdom. Founded in 1946, it has over 27,000 members today. Its activities include campaign work on issues including opposition to intensive farming, support for local purchasing and public education on nutrition; as well the certification of organic food. The Soil Association developed the world’s first organic standards in the 1960s. Their licensees must meet strict European laws about the production of organic food. They must also go further in key areas such as animal welfare, protecting human health, and safeguarding the environment. No system of farming has higher levels of animal welfare than farms working to Soil Association organic standards. For further information about their Organic Standards, please click on the following link: www.soilassociation.org/our-standards.
Q17 - Why does the nutritional table on my product not list a nutrient that I understand is present in it?[back to top]
If a micronutrient does not appear on the nutritional table on the back-of-pack label for any of our products, this does not necessarily mean that the product does not contain it; it only means that we have not specifically tested for that micronutrient in this product and so we are not permitted to make reference to it. This includes not being permitted to make any reference to any of the potential health benefits. All of our labels are EU compliant and this legislation can be reviewed by clicking on the following link: ec.europa.eu/.
If you have any further questions not listed on our FAQ, please do not hesitate to get in touch via firstname.lastname@example.org.