Real people. Real office hours.

1. Phone

Call us on +44 117 289 4607 for questions about an existing order, a new order, or the product itself. This is the same number our team uses to call you back to confirm any order placed through the website, so it will look familiar if you have ordered from us before. Calls are answered by a member of our own customer service team based in the UK, not by an offshore call centre or an automated menu system.

3. Registered office and postal address

You can also write to us by post at Talvena Wellness Ltd, 33 High Street, Bristol, BS1 2AW, United Kingdom. This is our registered office address as filed with Companies House, and it is also where any formal legal correspondence, such as a data subject request submitted by post, should be sent. Postal responses generally take longer than phone or email, so we recommend one of the faster channels above for anything time-sensitive, such as a delivery query.

5. What to have ready when you contact us

• Your full name as given on the order.
• Your delivery postcode, which helps us find the correct order quickly.
• The approximate date you placed the order, if known.
• Any reference number given to you during a previous phone call, if applicable.

Having these details ready is not required, but it does help our team resolve your query more quickly, particularly during busier periods such as the start of the autumn and winter season.

7. Contacting us about delivery or returns

For questions about where your order is, please have your postcode ready and contact us by phone for the fastest answer, since delivery queries are often time-sensitive. For returns, including your rights under the Consumer Contracts Regulations 2013, please see our Returns Policy first, since it answers most common questions; if you still need to contact us afterwards, email is usually sufficient since returns are rarely urgent in the same way a delivery-in-transit query can be.

"Customers calling about a delivery almost always want a quick, direct answer, so we keep that line staffed by people who can check tracking there and then, rather than routing it through a form." — a note from our customer service lead on how enquiries are handled.

9. Media and business enquiries

For press enquiries, supplier enquiries, or other business-to-business correspondence not related to placing or managing an order, please email [email protected] with a clear subject line describing the nature of your enquiry, and mark it for the attention of the relevant department if known. We review all incoming email during our opening hours and will forward business enquiries internally as appropriate.