Frequently Asked Questions


Ask our Customer Services Team

If you don't see your question listed below please call 01768 372939 or use this contact form to ask a member of our team who will email or phone you back.

What if I'm not in the hospitality industry?

While Out of Eden is first and foremost a trade supplier to the hospitality industry, due to increasing customer demand, we are now happy to serve private (non - trade) customers too, with the small exception of our contract beds. 

Ordering couldn’t be simpler on our website, just register as a non-trade customer at the checkout stage. Alternatively,  you can call our friendly customer services team on 01768 372 939 in office hours, 9.00am to 5.00pm Monday to Friday.

Are Out of Eden toiletries tested on animals?

No cosmetics, or their ingredients, sold in the UK are tested on animals.

The UK ended animal testing for cosmetics and their ingredients in 1998, while in 2013, an EU-wide ban made it illegal for any cosmetic product to be sold in any EU country if either the product or any of its ingredients had been tested on animals.

Animal testing continues to play a small but key role in medical developments, but have not for cosmetics for over 20 years and, more recently, household products.



Our Search engine works by checking your search term against all the product titles and product codes currently on the website. It then shows products on the page that may match your query. You can search in broad terms such as Toiletries, or be more precise such as Eden Soap or Liquid Soap. A generic term such as Soap may return far too many results for you to sift through; however, if you put in Eden Soap, then you'll get a much more refined result to look at. You'll get most precise results by searching for a stock code, which you may have obtained from one of our catalogues.
You can get back to our home page at any time by clicking on the Out of Eden logo which appears on the top left-hand side of the screen.
The names on the "Categories" list at the top of the screen are the "departments" of our online shop. Clicking on one of these names provides you with a drop-down menu with further categories within that department. Clicking on one of these names will take you to a new page that contains all sections and products included within it.
The number of items in your basket can always be seen at the top of the screen. To see what you have in your basket you need to click the "Your basket" link. When you click on your basket it shows you the quantity, title and subtotal of any product(s) you've put into your basket.
We offer various ways for you to pay for your order, including PayPal, Visa and MasterCard.
Some additional information is available on our website in the form of Adobe pdf files. Clicking on a link to these files will open a new browser window.
Promotion codes may be shown on emails or brochures we send you from time to time. By quoting the code when you place an order you may be eligible for a discount or gift. Enter your code in the box on the Basket Page where it says "Media Code" in red, then click on "Apply". The relevant amount will now be deducted from your total or offer products added as relevant.
Out of Eden realise how important it is to securely store any information that you provide. outofeden.co.uk maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.
We will send you a confirmation email detailing the exact order received shortly after your order is placed.
After you have placed your order online, we will send you an order confirmation email with the subject 'Thank you for your purchase at Out of Eden'. If you haven't received this email within 24 hours of placing your order or your products have not been delivered within 3 to 5 working days (or within any other stated delivery time during busy periods), then please telephone Out of Eden on 01768 372 939 any time between 9am and 5pm, Monday to Friday. 
Please telephone Out of Eden on 01768 372 939 any time between 9am and 5pm, Monday to Friday.
If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you please call Out of Eden on 01768 372 939 between 9am and 5pm, Monday to Friday.
Please call Out of Eden on 01768 372 939 between 9am and 5pm, Monday to Friday.
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescales.
Deliveries will usually be made Monday to Friday, between 9am and 6pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.
When you go through our checkout you will be given an opportunity to change your delivery address or there is a button "Collect in Person". Your order will be picked as a priority and will have our own Home Farm Buildings, Kirkby Stephen address as the delivery address ensuring that the parcel is waiting for you at the trade counter when you arrive to collect it. There is no charge for this service.
The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. Out of Eden will refund the price of the item to the purchaser or exchange it as soon as it is received by us. This will usually reach that account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company process the credit.
Out of Eden is committed to recycling. Our shipping boxes are made from a minimum of 83% recycled material and are fully recyclable. We practice ‘Reduce, Reuse, Recycle’ e.g. by reducing our carbon footprint through simple things like a Walk to Work scheme, reusing paper (that has been printed on one side) in our printers and recycling everything from composting our kitchen waste to pallets. Achieving the Cumbria Business Environment Network (CBEN) Gold Award recognises our commitment to environmental sustainability. To find out more about how you can recycle packaging or goods bought from Out of Eden go to www.recycle-more.co.uk