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

Subscription FAQ’s

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.

Subscription FAQ’s

What Are OK CBD Subscriptions?

We are pleased to offer a monthly subscription service for our customers. This allows you to set up a monthly standing order for your choice of 1,2 3 or 4 bottles of CBD oil in either 200mg or 400mg strength, and your choice of flavour(s). We’ll then post your order to you each month without you having to lift a finger!

What are the Benefits of Subscribing?

With our monthly subscriptions, you won’t need to worry about ordering your CBD each month. Simply set up your subscription and we’ll deliver your CBD oil on or around the same day each month. What’s more, you’ll also get a 5% discount and free delivery every month!

How do I Set up a Subscription?

  1. Head to the Subscriptions shop page and choose whether you would like to receive 1, 2, 3 or 4 bottles a month
  2. Choose your strength (200mg or 400mg) and which flavour(s) you would like
  3. Click the ‘Add Subscription to Cart’ button then head to the checkout to specify your delivery address and payment details
  4. Read our consent terms & check the box to confirm you give your consent for us to automatically process an order for you each month
  5. Click the ‘Subscribe Now’ button at the checkout, and you’re all set!

You can find out more about setting up a subscription here.

How Will I Be Billed For My Subscription?

We will take payment at the amount specified, from the credit/debit card you specify, on or around the same day that you place your first subscription order. You can view your next renewal date at any time from the Subscriptions tab in your account.

When Will My Subscription Start/End

Your subscription will start when you place your first order and will continue until you (or we) cancel it. You can change the day in which your payment is processed (and order is dispatched) from the Subscriptions tab in your account. If you want to renew your subscription earlier than your next renewal date, click the ‘Renew Now’ button. If you want to pause your subscription, click ‘Suspend’. You can then re-activate the subscription when you choose by opening the initial subscription order shown on your Subscriptions page and clicking ‘Reactivate’.

What Happens if My Subscription Renewal Fails/My Payment Declines?

If a renewal payment declines but you have available funds in your bank account, it might be that there is an error with the payment details.

You can manually pay for your subscription renewal by going to your account, clicking on the ‘Subscriptions’ tab, scrolling down to the ‘Related Orders’ section and clicking on the ‘Pay’ button next to the failed order. You’ll then be prompted to go through the checkout, much like placing a regular order.

If you haven’t manually paid for your renewal order we will automatically attempt to process it again 4 hours later. If we still weren’t able to process the payment we will try one more time 24 hours later. If this also fails, your subscription will go to ‘On Hold’ status.

If the payment has failed because the card you used to set up your subscription has expired/been cancelled, please see ‘What happens if my credit/debit card expires’ below.

I’m Running Out Of My OK CBD Products – Can I Bring Forward the Date of My Renewal?

Absolutely! Simply go to the ‘Subscriptions’ tab in your account dashboard and click ‘Renew Now’ button in the Actions box. We’ll then process your payment and dispatch your order for you. Your subscription will then renew every 30 days after this date.

What Happens if my Credit/Debit Card Expires or I Get a New Card?

You can update your payment details by going to the My Subscription page in your account and clicking the ‘Change Payment’ button. You’ll then be prompted to enter your new card details. Once you’ve saved these, we’ll then charge any future renewal payments to your new card. If you need any help with this, please don’t hesitate to contact us.

How do I Change my Delivery Address?

Please make sure that you update your address before your next renewal order has gone through. Simply go to the ‘Addresses’ tab in your account to change your delivery address and this will automatically update the address for your next subscription renewal.

Can I Change the Strength or Flavour of my CBD Oil Subscription?

Absolutely! You can switch the strength or flavour of your CBD oil subscription at any time by clicking the ‘Switch Subscription’ button within the Subscriptions area of your account.

Please note that you can only switch between flavours and strengths of the same subscription, so if you would like to change the number of CBD Oils/Capsules you receive each month, you will need to cancel your current subscription and set up a new one.

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 5% discount for every renewal, which is equal to the discount received with loyalty points.

Delivery Queries

How Much Does Delivery Cost?

  • Delivery by 1st class post is FREE on all orders over £14.
  • Delivery for orders under £14 costs just £2.50 (1st class post).
  • We also offer a next day delivery option from Monday to Thursday. The cost for this is £7.15.
    Please ensure that you place your order before 2pm 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*, we’ll dispatch your order the same day. We send all orders by 1st class post (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, we’ll dispatch it for you on the following Monday.

Please note that 1st class delivery, 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 5 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 SagePay. You can find out more about SagePay in our Privacy Policy.