FAQs

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If you have a question about something, it’s most likely covered below. If you can’t find what you’re looking for get in touch and we’ll help if we can.

General Enquiries

How does WeSprouts Marketplace work?

WeSprouts.com is an online marketplace. Each seller is independent and applies to open their shop with us. They operate as independent sellers under WeSprouts website. We check that the products they sell are either natural, organic or ethically produced and that they match WeSprouts brand ethos.

We work with Sellers to deliver the best possible service by allowing them to manage their businesses the way they want to, while following WeSprouts standards. This means that every shop will be unique when it comes to individual terms covering delivery and returns & refunds policies. Before you purchase from a seller, you should read that seller’s terms to ensure a satisfactory purchase as they may differ from another seller.

How do i search for a specific product or brand?

We have provided a search bar at the top of our site to make it easier for you to run a search. Simply enter what you’re looking for and go. If it helps, you might like to use our product filter to refine your search.

How do I purchase a product?

Browse products or brands. To purchase a product simply click the ‘Add to Cart’ button for the product or products of your choice to send them to your cart. When you have finished shopping and have got what you want, go to checkout and proceed with our step-by-step checkout procedure to complete your purchase.

What do I need to register an account with WeSprouts? What are the benefits?

To register for your WeSprouts account all you need to provide is your e-mail address. Or you can sign in through your Facebook account if you would prefer this option.

The benefits of having a customer account with WeSprouts are quick and easy checkouts. It also enables you to personalise your shopping and check your order status at any time. And you will receive our monthly newsletter with latest offers, new products and sellers and links to the months magazine features.

How do I confirm my WeSprouts marketplace account?

To confirm your WeSprouts account you’ll get an email containing a link: click the link and we’ll confirm your account is ready to go.

Why do I need an email address to checkout?

Your email address is used to keep the customer informed of any transactions or orders that they make. In order to do this we need your email to pass on to our sellers, as it’s the most effective way to keep you up-to-date with the progress of your order(s).

We will also use it to send you our newsletter so you’re informed of any new Sellers who join the WeSprouts community. Your security is a matter of paramount importance to us. You can be confident that your personal details will never be passed on to any third party.

I have forgotten my WeSprouts marketplace account password. How do I reset it?

To reset your password go to the sign in page and click ‘Forgotten your password?’ You will then be asked to enter your email address to start the process of changing your password. You will receive an email from us containing a link. Click the link and follow the steps..

I want to report a problem. How can I do this?

To report your problem please go to the contact us page and send us an email. We want to help resolve any issue you’re having quickly.

Your Orders

How do I contact the seller about my order?

Once your order has been processed you will be able to contact the Seller by signing into your account, selecting the order you want and selecting the ‘start communications’ button.

This will alert the Seller they have your messages and they shall reply via the online system. We encourage our sellers to deal with problems quickly, but please be patient if you don’t get a response immediately. If you still haven’t heard anything in 48 hours, let us know and we can try to help.

How do I track my order?

You can track your order once you are logged into your account. Enter your order number into the ‘track my order(s)’ box located in the ‘My Account’ drop down menu. If you don’t remember you can go to ‘your orders’ and search from here. This will enable you to view the status of your order.

How long will my order take to arrive?

Each WeSprouts seller manages their own delivery. When buying a product make sure you check the delivery details available on the product page, to see how much and how long your delivery will take. Please remember, that if you have purchased products from multiple Sellers that the timings may vary and your items may arrive separately. Alternatively you can use the track my order system to keep up to date on when individual orders are scheduled to arrive. Again, we always encourage orders to be dispatched quickly and within the dispatch times given by sellers.

How do I amend my order?

To amend your order you can contact your Seller through the communications settings. To begin communicating with your Seller access your account and click on the relevant order and there will be a ‘start communications’ button where you can contact the Seller to amend you order. Remember to do it quickly because once the order has been dispatched your information cannot be changed.

How do I see my order history?

To view your order history all you need to do is sign in to your account and click ‘orders’, you can see all your orders and purchase history.

How can I cancel my order?

As purchases are instant from Paypal, you will need to contact the Seller to cancel your order. To begin this process you can click on your order in ‘My Account’ and ‘start communication’ with your Seller.

Can I exchange my products with anything else on the site?

If a Seller does provide an exchange service you can only exchange products for other products provided by them. You will not be able to exchange for a product from a different seller. Make sure you read the Return and Refund policy before purchasing any products. This can be found on the product page or on the Seller’s shop front.

Payments

Is your site secure?

WeSprouts takes your security very seriously. Our site is encrypted with via SSL. The SSL certificate encrypts all traffic that goes through our website and ensures that sensitive information like login credentials and credit card details remains protected.

What payment methods do you accept?

We use PayPal. It is a secure, global company, simple to use and protects both buyers and sellers. Cards accepted by PayPal include: Visa/Delta/Electron, Mastercard/Eurocard, Maestro & American Express. ‘Shop with peace of mind’ Learn more about PayPal.

Terms and Conditions

Why do WeSprouts and Sellers have separate Terms & Conditions?

Both Sellers and WeSprouts have their own individual Terms & Conditions and it’s best to read these prior to confirming a purchase. Our sellers are independent retailers who operate shops under the WeSprouts brand. This model means WeSprouts can actively encourage and support small and micro sellers as well as bigger brands, and sustain the organic, natural and ethical market without swallowing up small businesses and making then nonviable.

What are your Terms & Conditions?

Go to WeSprouts Terms of Use to read more, and check out Seller’s Terms and Conditions before ordering.

What is your Delivery Policy?

Go to WeSprouts Terms of Use to read more, and check out Seller’s Terms and Conditions before ordering.

What is your Return & Refund Policy?

Go to WeSprouts Terms of Use Policy and check the Seller’s return & refund policy before ordering.

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