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Frequently Asked Questions

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Questions about




What Shipping Methods Are Available?

We offer 2 types of shipping . Orders up to £10 are normally delivered by the Royal Mail. Post-Smart is a non-tracked service and compensation is not available for claims of loss or damaged.

All other orders will be shipped  by Pack Smart Courier network to deliver parcels throughout the UK on a next day service.

How Long Will It Take To Get My Package

If your order is placed before 1PM and is over £10, it will be dispatched on the same day for next day delivery.  Orders placed after that time will be dispatched the next day for delivery on the following working day.  If you place your order on a Friday  before 1PM, delivery is for the next Monday.

Orders placed on a Friday after 1PM or at the weekend and Bank Holidays,will be processed the following Monday(or Tuesday if Monday is a Bank Holiday) and delivery is for Tuesday or Wednesday.

Most deliveries are made during the normal working day 0900-1700. Customers who enter email and mobile numbers will be sent text alerts and emails from DPD advising of their delivery window (usually an hour slot within the UK) and options to change/rearrange ec.

Please note that any dates quoted for delivery are estimates only and we cannot be held responsible for any delay in the delivery of products however incurred.

Orders sent by Royal Mail are on a next day delivery service.

What are your delivery charges ?

If you order products under £10, they will be delivered by Next day Royal Mail service.

Orders over £85 are free delivery.

For all other orders the following charges apply :

If you live on UK Mainland, our Courier service offers a next day delivery and costs £9.75

If you live in the following areas, please contact us to place your delivery by email or by phone.  

If you live in the Scottish Highlands or Isles,  we offer a 2 day delivery which costs £15.60

For the Isle of Wight 48 hour delivery is £14.00

Delivery to the Isle of Man and Isles of Scilly and Northern Ireland is  48 hour and costs  £15.60.

If you are a trade customer, please call us or email us for delivery charges.








Do I need to be in to sign for my delivery ?

Yes.  Courier shipments require signature on delivery.

2 delivery attempts will be made and a card should be left each time for the customer to make alternative arrangements directly with DPD.

Can you deliver to a neighbour's or a work address ?

Currently we can only offer delivery to the billing /shipping address.

In the future we hope to make changes to this.

Do You Ship Internationally?

No.  We ship to UK Mainland, Scottish Highlands and Islands, Isle of Wight, Isles of Man and Scilly, Northern Ireland.

How Can I Return A Product?

You may return your order within 7 days of receipt of the goods if , for any reason, you should not be satisfied.  Please return in their original condition and packaging and we will provide a refund with 30 days of our receipt of goods . Postage is non-refundable.

We recommend to return all goods by recorded delivery and with sufficient insurance to cover the value of the returned products. If the products fails to be returned to us we cannot make a refund.

Should you receive a product that you consider damaged, despite the fact that we have taken great care when packing and shipping your goods, please contact us by email, or by phone and we will arrange a replacement or refund. If the damage is visible upon the delivery, please sign with “Damaged on receipt”.

Questions about


What is Kefir?

Kefir is a fermented probiotic drink similar in taste and texture to drinking yoghurt and milk fermented with kefir cultures.

Originating 2000 years ago in the Caucasus mountains, where many people live much longer than 100 years. Kefir has been linked with a long list of health benefits like vitamins, Minerals, Aminoacids, enzymes, probiotics to mention a few.

How long will it stay fresh after opening?

The healthy kefir should be consumed before the expiry date on the bottle, whether opened or not, as long as nothing has been added inside.

If the product goes over its expiry date it will become thicker and a bit sour but you can still use it in recipes or even drink it as it does not really go off, it just ferments further.

Why is dairy Kefir so thick?

Kefir health drink contains no added water or anything else for dilution. It thickens naturally and we suggest that you shake well before use if you like it runny!

Can I add something else into the Kefir?

Of course. You can add either honey, fruit, or water to make it thinner so if you like.

What are probiotics?

Probiotics, which literally means “beneficial for life,” are live cultures that provide health benefits beyond basic nutrition. Researchers have extensively studied the bacteria and the data show that there are many strains of the key beneficial bacteria that give the ability to promote healthy gastrointestinal function. Our kefir contains Billions of live active bacteria and dozens of different strains.

Why does Kefir sometimes have a tangy/sour flavour?

Our kefir contains live and active cultures, so there are tiny differences between each bottle of kefir and in the same bottle from one day to another.

Kefir contains a strain, which generates carbon dioxide CO2, and when it is more makes difference in feel. This is what makes Kefir healthy and unique and healthier than most yoghurts or similar products. Sometimes this pressure may be more active than other times and create this sparkling sensation. Moreover, the consistency of the products may be varied according to the period elapsed from the day it was produced.

All this means that the probiotic cultures Kefir is active and running, and that there are no stabilizers on our product. This does not mean that the product is defective or harmful in any way. Tainted kefir has a really bitter taste, but that is very rare because of its unique manufacturing process – and also completely harmless. In the vast majority of the time, the product should have similar taste, however, factors such as temperature have an effect on the amount of probiotics and their activity. When the bottle is exposed to higher temperatures, there is more probiotics as multiplied as the temperature rises.

Who can benefit from drinking Kefir?

Everyone! Particularly:

  • Consumers with food hygiene awareness
  • People with weakened immune systems
  • Pregnant and nursing women
  • Elderly
  • Children

Does it contain any alcohol?

No. We shape our Kefir not to contain any alcohol, so it is safe for the whole family, children, pregnant women, etc

Kefir v Yoghurt?

Kefir can be produced by fermentation of milk … but contains different lactic acid bacteria! In fact, kefir contains lactic acid bacteria that are not found in yogurt. Milk fermented with Lactobacillus bulgaricus bacteria and thermophilus Streptococcus may be called yoghurt , but that can be found in many other yeast products.

Instead, kefir contains dozens of different types of bacteria and yeasts of the lactic acid which are able to reach the portions of the intestine where bacteria of yoghurt lactic acid does not arrive.

The enzymes in yogurt make it easy to digest and that’s it.  The enzymes found in Kefir can colonize the colon and help the digestion of other foods, not only of kefir. The kefir contains yeasts bacilli unlike yogurt yeasts permitting the destruction of other harmful bacilli in the intestine and also has the property of adhering to the intestinal wall, creating a sort of barrier. Granules of kefir are smaller than that of yogurt and therefore are more easily digested.

If I mix alcohol with Kefir, will it kill the live bacteria?

Actually many alcoholic drinks are produced through a fermentation process. The alcohol will not kill the live bacteria, so feel free to experiment with cocktail recipes.

Do the bacteria in the Kefir survive freezing?

The live probiotics survive freezing and remain beneficial like those of fresh Kefir products. When frozen, the bacteria “go to sleep” or remain dormant. On warming, whether gradually or by eating the frozen Kefir they become active and can provide all the health benefits you expect.


Kefir v Kombucha?

Kombucha = caffeine +  more sugar (25-30% of sugar per average drink bottle) + heavier on the yeast + 4-6 strains of beneficial bacteria/yeast, not suitable for kids and pregnant women

Water Kefir = caffeine free + less sugar (around 6% of sugar per average bottle) + 14-40 strains of beneficial bacteria + suitable for babies, pregnant and elderly people.

Do you have any more questions?