Our Service – Frequently Asked Questions

We place the greatest importance in providing high quality products, at great value, with excellent service.

You will find answers to all the most frequently asked questions about our service below. However if you can’t find the answer to your question, please don’t hesitate to contact us.

Contents:

Customer Account & Order Queries

Loyalty Rewards

Delivery FAQ’s

Complaints

Terms & Conditions, Privacy & Security

Customer Account & Ordering Queries

How do I Create an Account with OK CBD?

Simply head to my account using the icon in the website header, or click here to set up an account with us. It’s quick and easy and you’ll be able to take advantage of our fantastic rewards scheme.

Do I have to Create an Account to Place an Order?

Not at all – you can check out as a guest and don’t need to create an account with us. However, by doing so you will miss out on earning reward points for your orders.

Can I Place an Order Over the Phone?

It’s best to place your order online so that you can make the most of our fantastic Loyalty Rewards scheme. However, we are very happy to take an order over the phone for you if you prefer. You can call us Monday to Friday between 8:30 and 5pm on 0333 41 41 454 (local rate).

Will My Details Be Safe?

We are committed to ensuring we strictly comply with the EU General Data Protection Regulations and store your data as securely as possible. We will never share your details with anyone outside of Halco Products Ltd (the parent company of OK CBD).

You can find out more about how we use and protect your data in our Privacy Policy.

Loyalty Rewards

How Does Your Loyalty Scheme Work?

Our reward scheme offers 5 points per £ you spend. You can also earn points for other activities such as leaving a product review or recommending a friend. Please visit our OK CBD Rewards page for information on our excellent rewards scheme.

How Do I Earn Points for Leaving a Product Review?

We’ll reward you with 100 reward points for reviewing a product you’ve previously purchased*. Simply make sure you’re logged into your account then find your product in the shop. On the product page, scroll down to the product description and click on the ‘Reviews’ tab. Select your star rating, write your comments and click submit. Once your review has been approved, your points will automatically be added to your account.

*Limited to a maximum of 1 review reward per product and 4 review rewards in total.

How Do I Earn Points for Recommending a Friend?

Do you love our products and want to introduce them to a friend? Send them a referral link and when they order via your link, we’ll reward you with 400 points to say thank you.

To get your referral link, go to your account and click on the ‘My Rewards’ tab. Scroll down to the heading ‘Generate your Referral Link’ and click the button. A link will then appear in the table below. Click on the grey copy icon on the right hand side to copy the link to your clipboard then paste the link in an email or message to the person you wish to refer.

Example of how to generate and copy a referral link

When your friend places their first order with us via your referral link, we’ll add 400 points to your account!

Where Can I Find My Loyalty Points Balance?

You can view your loyalty points balance from the ‘My Rewards’ tab in your account. You will also be reminded of your points balance both on the basket and checkout screens when placing an order.

How do I use My Reward Points?

Each reward point is worth 1p. There is no minimum or maximum limit for using your points so you can either use them as you go, or save them up for a bigger purchase.

Please note that reward points cannot be applied with other discount codes.

To redeem your points from the Basket page:

You will see your rewards points balance at the top of the screen. Simply enter how many you would like to use in the ‘Redeem your rewards points’ box and click ‘Apply Reward Points’

Image showing where to redeem rewards points on the basket page

To redeem your points from the Checkout page:

Your reward points balance is displayed near the top of the Checkout screen. Just above this you will see the text ‘Have Reward Points? Redeem your points’. Click the text to open the redemption options box. Type how many points you would like to use then click ‘Apply reward points’ and your discount will be applied to your basket total.

Image showing where to redeem rewards points on the cart page

Can I use my loyalty points for subscription orders?

You can redeem any previously earned loyalty points for your initial subscription, however you won’t earn or be able to redeem loyalty points on your monthly renewals. With this in mind, we offer a fixed 10% discount for every renewal.

Delivery Queries

How Much Does Delivery Cost?

  • Delivery via Royal Mail 24 is FREE on all orders over £14.
  • Delivery for orders under £14 costs just £2.50 (Royal Mail 24).
  • We also offer a next day delivery option, available for just £3.75, or free on orders over £120.
    Next day delivery does not apply to weekends. Please ensure that you place your order before 2pm Monday-Friday if you wish to receive your items the next day with this service.

How Long Will My Order Take To Arrive?

We are committed to offering the very best service and therefore we aim to dispatch all orders as quickly as possible.

If you place your CBD Oil order before 2pm Monday to Friday or 10am Saturday*, we’ll dispatch your order the same day. We send all orders by Royal Mail 24 (except where next day delivery is chosen) and the majority of orders arrive the very next working day. If you place an order after 2pm on Friday but before 10am Saturday, we’ll dispatch it for you on Saturday. Any orders received after this time will be dispatch on the next working day.

Please note that the Royal Mail 24 service, although usually very efficient, can take up to 3 days to arrive. Please visit our Delivery Information page for further details.

*Please note that we do not dispatch orders on Bank Holidays.

What Should I Do If My Order Hasn’t Arrived?

Our company policy is to wait 10 working days after dispatching an order before taking further action. If your order hasn’t arrived within this time, please contact us.

If you have paid for next day delivery and your order hasn’t arrived as expected, please contact us as soon as possible.

Our full delivery terms can be found on our Terms & Conditions page.

What Happens if There is A Problem with My Order Or My Items Arrive Damaged?

We use good quality packaging to make sure your order arrives safely with you. However if your order has been damaged in transit or the contents are incorrect, please contact us as soon as possible.

You can find further information regarding our policies on missing, damaged or incorrect order items in our Terms & Conditions.

Complaints

What Do I Do If I Have a Complaint?

If you have a complaint or need to talk to us about anything, please do contact us and we’ll ensure that any issues are resolved to the best of our abilities.

Terms & Conditions, Privacy & Security

What Are Your Terms & Conditions?

You can read our full terms & conditions here. We have made our best efforts to make our terms & conditions clear and easy to interpret, however if there is anything that you’re not sure of please don’t hesitate to contact us.

Where Can I Find Your Privacy Policy?

You can find a link to our Privacy Policy in the footer of our website. Alternatively, please click here.

Will My Details Be Safe?

We are committed to ensuring we strictly comply with the EU General Data Protection Regulations and store your data securely in our database. We will never share your details with anyone outside of Halco Products Ltd (the parent company of OK CBD), except where required for the provision of our services.

Details of third parties that we may use to process your data, as well as further information on how we use and protect your data can be found in our Privacy Policy.

Is it Safe to Order Online with OK CBD?

Our website is regularly updated and security scanned daily. We employ higher-than-average levels of security to ensure that our customer’s data is kept as safe as possible. We do not hold card details – any saved cards are encrypted and handled as tokens by our payment processor Opayo. You can find out more about Opayo in our Privacy Policy.