Frequently Asked Questions

We currently deliver to UK addresses only.

If you're based outside the UK, you may choose to use a third-party parcel forwarding service, such as Shop & Ship by Aramex. You'll need to register directly with your chosen provider to obtain a UK delivery address before placing your order.

Please check directly with your chosen forwarding provider that they deliver to your country and can accept the products you wish to order.

Please note: Clearspring is not affiliated with or responsible for third-party parcel forwarding services. Our responsibility for delivery ends once your order has been successfully delivered to the UK address provided at checkout. Any onward shipping, fees, customs clearance, import duties, taxes or destination requirements are the responsibility of the customer and their chosen forwarding provider.

We offer a range of UK delivery options, including Standard Delivery, Royal Mail 24 and 48, Expedited Delivery and Saturday Delivery.

UK Standard Delivery is £5.99, or free on orders over £55. Royal Mail 24 is £4.50, or free on orders over £55, and Royal Mail 48 is £3.50.

Expedited Delivery is £7.50 and Saturday Delivery is £10. Additional charges apply to heavy orders over 30kg.

Delivery times, weight limits and postcode exclusions vary by service.

For full details, please see our Delivery Information page.

Yes. Collection is available from our warehouse in Acton W3, between 9am-5pm Mon-Fri. If ordered before 12pm, same day collection is available. You'll receive a confirmation email when your order is ready. Please bring your own bag.
Click here for printable map (PDF).

Please contact us and depending on what stage of the despatch process we're at, we may be able to make changes.

Please contact us and depending on what stage of the despatch process we're at, we may be able to cancel it.

Please note that we cannot change your shipping address for security reasons. Once your order is dispatched, you will receive an email with tracking information. You can then contact the carrier to provide any additional delivery information. Similarly, we are unable to modify your billing address for security reasons. Once an order has been sent to our warehouse for packaging, no further changes can be made.

Once your order is shipped from our warehouse, we will email you the tracking information. Please note that the tracking will only become active once the carrier has received your order.

Returns & Refunds

We hope you're happy with your order. If you'd like to return an item, we're happy to offer a refund or exchange, provided the product is unopened and in resalable condition. Replacements are available within 30 days of receiving your order.

Once we receive and check your return, we'll notify you by email. Refunds will be issued to the original payment method only and processed after we get the item back.

Please note, if you're returning an item because of a change of mind, you'll need to cover the return shipping costs. For assistance, contact us here.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please notify us within 24 hours of receiving it. We may ask for photographic proof and will issue a refund, including postage costs.

Returns Address

Clearspring Returns
19 Acton Park Estate, London W3 7QE

If you have any other questions, don't hesitate to contact us.

You do not have to create an account; you are always free to check out as a guest. However, by creating an account, you can maximise the benefits of our services and save time in the future.

If you've forgotten or want to change your password, you can easily reset it by clicking the "forgotten password" link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is strong and secure. Remember to keep your password safe and never share it with anyone. If you don't receive a password reset email, you may have entered an incorrect or different email, or you may have been ordering as a guest and not created an account with us yet.

Please contact us using your current account email, and we can update your email for you. If you no longer have access to your current account email, please contact us and provide your shipping address and old email address. We may ask for further security questions if necessary.

We take our environmental responsibilities seriously and have been working closely with our suppliers as well as packaging companies to improve the sustainability of our packaging.

We have relaunched our Organic Atlantic Sea Vegetables with the addition of some new products in compostable inner bags and recyclable outer boxes.

We have also relaunched our Organic Japanese Teas in plastic free teabags that are compostable and outer packaging that is recyclable in the paper waste stream. 

Yes, the new tea bags that we have launched are plastic free as well as staple free and compostable. Information on the packaging and how to dispose of it is clearly indicated on the boxes (both outside and inside!).

If you have tea bags in our previous packaging format (loose tea bags in foil pouches) these contain plastic polymers and are not biodegradable or compostable. Please dispose of these in your general household waste.

We've been hard at work with our producer to improve the packaging of your snacks. We have listened to your feedback and removed the plastic tray from the individual packs, saving 4.5M trays, which is equivalent to 17.5 tonnes of plastic. As an extra step, the multipack outer bag has also changed to a recyclable paper-based material.

We are taking a good look at this possibility with the help of our suppliers. Our products remain stable over a shelf-life that is longer than what the packaging suppliers that have developed compostable films can currently guarantee. We must ensure we can maintain the food safety and quality standards that come with our brand promise (and are required by law!) so our first task is to carry out thorough testing.

In the meantime, we are switching to recyclable plastic film for some our product ranges.

The tofu cartons are equivalent to Tetrapak cartons and can be recycled wherever drinks cartons are collected for recycling.

www.recyclenow.com

No. We do not allow BPA in the packaging that we pass onto our customers.

No. The fruit puree pots are made of aluminium coated with food grade plastic polymer lining. There is no contact between the food product and the aluminium layer at any point during the production process. Furthermore, the packaging is fully compliant with EU food safety regulations.

The following product ranges are in glass jars and tins which are fully recyclable in most areas of the UK: Coconut Specialities (Coconut Milk and Coconut Oil), Pasta Sauces and Passata, Bio Kitchen Vegetables, Pulses and Peanut Butter, Sea Salt, Fruit Spreads, Amazake Desserts & Malt Syrups.