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.

Browsing Products

What if I'm not in the hospitality industry?

While Out of Eden is first and foremost a trade supplier to the hospitality industry, we are happy to serve private (non - trade) customers too. 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.

Including/Excluding VAT

We are a predominantly trade supplier to the hospitality industry so the majority of our customers require the net total (excluding VAT). Should you wish to see the prices including VAT, please move the VAT toggle in the top right.

Do any toiletries include SLS or SLES?

Some of our toiletries products contain Sodium Laureth Sulphate (SLES). None of them contain Sodium Lauryl Sulphate (SLS). Both ingredients are surfactants, which help to remove dirt, and are legal and safe to use in toiletries and cosmetics products.

Do any toiletries contain palm oil?

Out of Eden’s toiletries products contain palm-oil derived ingredients that support the production of certified sustainable palm oil. This is overseen by the Roundtable On Sustainable Palm Oil, for more information visit www.rspo.org

Age Restricted Items

A product will have a page in the 'Product Detail' letting you know if it is an Age Restricted Item, which will require over 18 checks to be carried out when you place your order and when your order is delivered. Placing Your Order: If you are an existing customer, we will not require ID when you place your order. If you are a new customer, we will require ID when you place your order, unless you have paid via Credit Card or PayPal. Delivering Your Order: Delivery will need to be signed for and the courier (DPD) will require ID if the recipient looks under the age of 25.

Can I request a sample?

Yes, on a selection of our products we offer the option of requesting a sample so you can try before you buy! Products that have this option will have a 'Samples' button or you can request samples in the footer under 'How else can we help?'.

Placing Orders

How do I use discount codes?

Promotion codes may be shown on our website or emails and 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 "Add a Discount Code", then click on "Apply". The relevant amount will now be deducted from your total or offer products added as relevant. Please note we do not advertise any media codes on discount code websites.

What products are excluded from discount codes?

Discount codes cannot be used on any products that are already discounted or have an offer applied to them. The following items are also excluded from discount code offers: Jay-Be Sofa or Folding Beds, Hotel Bed Bases, headboards and Mattresses.

Payment Options

We offer various ways for you to pay for your order, including PayPal, Visa and MasterCard. There is also the option of paying on account, subject to your credit application being approved by our accounts team.

Will I get an order confirmation?

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'. Please note that this email may be filed in your Junk Box depending on your email settings. If you haven't received this email within 24 hours please telephone Out of Eden on 01768 372 939 any time between 9am and 5pm, Monday to Friday.

I need a copy of an invoice

Please email sales@outofeden.co.uk or call 01768 372 939 between 9am and 5pm, Monday to Friday (excluding Bank Holidays) to request a copy of an invoice for your order. We will send it over as quickly as possible.

I cannot see all my orders in My Account?

At the moment, only orders placed on the website are visible in My Account. For details on orders placed over the phone or via email, please contact Customer Services on 01768 372 939 any time between 9am and 5pm, Monday to Friday (excluding Bank Holidays).

Delivery, Collections and Returns

Is there an option to Click & Collect my order?

When you go through our checkout you will be given an opportunity to select "Click & Collect from Kirkby Stephen Showroom" rather than enter a delivery address. Your order will be picked as a priority and you will receive an email as soon as it is ready for collection from our own Showroom based at Home Farm Buildings, Kirkby Stephen CA17 4AP. Please do allow at least an hour for us to prepare the order (depending on the size of the order this might take longer) but rest assured – we will do it as quickly as possible.

When will my products be delivered?

You are able to track your order in the 'My Order History' section of 'My Account'. Simply log in, select 'My Order History' and click 'Track Order'. This will take you to the courier website and provide you with an update on your order. If your products have not been delivered within the 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.

Are there any places where delivery might take longer?

There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescales. You can find more detail about this on our Delivery & Returns page.

What if only part of my order has arrived?

Occasionally, orders for multiple items can be split in transit or indeed sent 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 (excluding Bank Holidays).

I have received an incorrect item or an item from my order is missing?

We take the upmost care to ensure you receive everything as you have ordered it. Please bear with us if we have made a mistake – we are only human! 😊 If this happens, please just let us know via telephone on 017683 72939 between 9am and 5pm, Monday to Friday (excluding Bank Holidays) and we promise to rectify the error as quickly and efficiently as possible. Thank you for your understanding!

What if my order arrives damaged?

Please call Out of Eden on 01768 372 939 between 9am and 5pm, Monday to Friday (excluding Bank Holidays) and we promise to put things right as quickly and efficiently as possible.

What if I'm not in when you deliver?

Deliveries are usually be made Monday to Friday, between 9am and 8pm. If you or the intended recipient is not available, you can manage your delivery through the DPD app. The driver will make two attempt and after each of those 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. Please note that your order will be taken to a DPD Pick Up location after two unsuccessful delivery attempts. You will then be able to collect your order from the location detailed on the card at a convenient for you time but this must be done within 5 days before the parcel is returned to us.

How long will it take to receive a refund from returned products?

The product you wish to be refunded for 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. The funds will usually reach your account within 5-7 working days. Timings will, however, depend on the speed with which your credit/debit card company process the credit.