Frequently Asked Questions.

How do I take myself off your customer email list?

The easiest way is to do this yourself online.

Log-in to your account via the "My Account" link at the top right of the website
Click on "Personal details" on the left
Enter your password information (this makes sure only you can change your info!)
At the bottom, uncheck the tick-box for the Betterware UK Ltd newsletter (this will stop any subsequent marketing emails)
Click on "update".

If you do not currently have Internet access or do not have an account set-up online, you can email our Customer Service team direct at webcsd@betterware.co.uk

Please make sure your email comes from the email address you wish to be removed from our marketing database (otherwise we can’t unsubscribe the correct email address) and put "Unsubscribe" in the email subject line.

Please be aware that due to campaign schedules you may receive a further email whilst we process your request to be removed from the mailing list. We thank you for your patience whilst this is done.

I can’t log-in, what should I do?

There could be several reasons why you are unable to log-in, so try these simple troubleshooting steps:

Double check that you have entered your email address and password correctly (if you registered using CAPS LOCK then make sure this is turned on when entering your log-in details)
Check the Security settings on your Internet connection: our website uses cookies to help us process the information we need to manage your account and fulfil your orders and you might be blocking the acceptance of these cookies. There are 2 ways to resolve this:
1. Add www.betterware.co.uk to your ‘safe site’ list (recommended option):
  1. In your Internet browser, click on Tools > Internet Options > Privacy
  2. Click on the "Sites" button
  3. Enter www.betterware.co.uk in the empty field and click on "Allow"
  4. Click on "Ok"
  5. Click on "Ok"
2. Change your Privacy setting to allow safe cookies: For IE users (for other browsers please use the Browser help section if you need guidance):
  1. In your Internet browser, click on Tools > Internet Options > Privacy
  2. In the "Settings" area, if your slider is at the top and set to "Block all cookies", you will not be able to log-in. Simply move the slider to "Medium"
  3. Click on "Apply"
  4. Click on "OK"
* Please note that this does not reduce the security of shopping with Betterware online – we use Verisign SSL certificates to manage your data securely. You can learn more about our commitment to Security here
Close down your Internet browser, then open a new Internet browser, return to www.betterware.co.uk and try to log-in again
If (iii) does not work, close down all your applications (making sure you save anything you are working on first!), restart your pc or laptop, open an Internet browser and then try to log-in again.

If you have tried all of the above and are still experiencing problems, please contact our Customer Service team on 0845 121 0110 or by email to webcsd@betterware.co.uk and we will investigate further. If the issue is due to a technical problem with the website, we will endeavour to resolve this for you as soon as possible.

My password does not work or I have forgotten it

Password problems?

Please be aware that your password is case sensitive, must be alphanumeric (i.e. can not contain symbols such as ! # £ $ %) and contain at least 6 characters.

Examples:

website2007
website&07!

Forgotten your password?

Don’t worry, simply click on the "My Account" button at the top of the website, enter your email address and then click on "View your password reminder".

The password reminder you gave us when you first registered will be displayed. If you still can’t remember your password after seeing your reminder, simply click on "generate a new password" – you will receive an email containing a new password. Please do not copy & paste this password into the website - this sometimes adds invalid characters and prevents the password from working. Instead, make sure you manually type the new password exactly as it appears in the email we have sent you.

As soon as you have this new password, you can log-in and then use the "Edit Personal Details" section to change this to a password of your preference (remember this must be alphanumeric and at least 6 characters in length).

I have a promotion code but do not know how to use it

All you have to do is follow these simple steps:

Create a shopping basket of the products you wish to purchase
Check the contents to make sure you have the right products and quantities
Enter your promotion code in the blank box to the right of the text "If you have a promotional code please enter it here and click apply "
Click on "apply"
Your basket will automatically re-calculate the Basket Total based on the discount you are entitled to
Click on "Continue to checkout" when you are ready to complete your order.

Promotion codes cannot be used in conjunction with each other. If you have more than one valid promotion code, the website will only accept the last one that you apply. You can, however, use a different promotion code on your next purchase.

Promotion Code Example

Please note that you need to enter the promotion code exactly as it appears on any marketing material i.e. code BWT999 must be entered as BWT999, otherwise the code will not be accepted. Pay close attention to numbers & letters.

I can’t access your website, it displays an error message

Firstly, check to see whether you can access other websites through your Internet browser. We recommend you try at least 3 different websites. If you can’t access any websites, there is a problem with your Internet connection. This is beyond our control and you may need to contact your ISP (Internet Service Provider) or even BT if there is a problem with the local network.

If the Betterware website is the only website you can’t access, try restarting your pc or laptop and then opening a new Internet browser session. If you still can’t access our website, please contact Customer Services on 0845 121 0110 or by email to webcsd@betterware.co.uk and we will investigate further.

The reality is that technical problems can and do occur on websites from time to time. This does not mean that the website is unreliable or faulty and our usual high standards of service will resume as soon as possible. We ask for your patience whilst we resolve such matters.

Why do I need to register to place an order?

To process you order we need to create an account for you so that we can securely process your personal and financial information. We request that all customers submit a valid email address and password to enable us to send an email confirmation of your order.

By creating your own account with us, each time you visit the website you can log-in and access all your account information in one place. This gives you the following benefits:

Your personal data (excluding credit card information) is saved to avoid having to re-type when placing subsequent orders
You can change your personal information whenever you want
You can view your order history and status
You can edit your account preferences
You can share more information with us if you want to, helping us keep you updated with relevant and exciting offers
You get automatic entry into prize draws and competitions

We can assure you that we don’t do anything with your data that you don’t want us to. We want you to trust Betterware and enjoy shopping with us online.

What is a cookie?

Cookies are small files of information which are transferred to your pc for record keeping purposes. Usage of this website will result in a cookie being transferred to your pc. You are not obliged to accept a cookie from us or indeed from any website and you may modify your pc’s web-browser so that it will not accept cookies. Please note that if you do disable cookies you will still be able to browse the pages and products on this site but you will not be able to submit an order from this website.

What is a "Security number" (on credit card payment details page)?

This is the last three digits of the number printed on the signature strip on the back of your credit card. It is also referred to as a CCV/CCV2 number. CCV stands for Credit Card Verification and helps to improve security of processing card transactions.

For most cards this number is on the reverse of the card, at the top of the signature strip and comprises the last 3 digits.

For American Express this is a 4 digit number and is found on the front of the card.

Please refer to the image below for an example of a 3 digit number:

Card Image

How long will my goods take to arrive?

Your goods will usually be delivered direct to you within 3 - 8 working days by our selected third-party carrier, depending upon the delivery location. Delivery will usually be made between the hours of 09:00 and 17:00. If for any reason your delivery should not arrive, please contact our Customer Services Department on 0845 121 1010, or via email to webcsd@betterware.co.uk, quoting your order number and date the order was placed.

Where can I have goods delivered to?

We offer delivery to most parts of the EU. Please see below for details.

However, please note that we are unable to offer delivery of some products (e.g. chemicals) outside the UK Mainland. Should you attempt to order such a product for delivery to another destination this will be indicated during the order completion process and the product will be removed from your basket.

Do I have to pay for delivery?

In order to cover our delivery costs we have to apply a variable delivery charge, depending on order value and delivery location. Please refer to the table below for delivery charges which will automatically be added to your order where appropriate. We do not make a profit from our delivery charges and deliberately keep them as low as possible to provide the best possible service to our customers.

Destination	Delivery Charge for Orders below £20	Delivery Charge for orders £20 - £34.99	Delivery Charge for Orders £35 & over	Delivery Working Days
UK Mainland	£3.95	£2.95	FREE	3
Other UK (Isle of Wight, Northern Ireland, Scottish Isles, Channel Isles, Isle of Man)	£11.95	£5.95	£1.95	4
Europe 1 (Irish Republic, France, Germany, Belgium, Netherlands, Luxembourg)	£8.95	£2.95	FREE	4
Europe 2 (Austria, Denmark)	£10.95	£4.95	£0.95	5
Europe 3 (Czech Republic, Italy, Slovakia)	£12.95	£6.95	£2.95	6
Europe 4 (Estonia, Finland, Hungary, Poland, Sweden, Slovenia, Lithuania, Latvia)	£14.95	£8.95	£4.95	8

We regret we are not able to offer delivery to other destinations.

How can I track my delivery?

Deliveries are made on our behalf by DHL. To track the progress of your delivery to a UK delivery address please allow 3 working days after you submit your order then follow the steps below :

Go to http://track.dhl.co.uk/tracking/
Select the “Europe / By International Shipment” option
Enter your Betterware Order Number in “Shipment Ref./Airwaybill No.” and your order date in “Collection Date”. Select your “Destination Country”, then click “Submit”. (Your Betterware order number will be in the format “WEB” followed by 6 digits)
The current status of your delivery will be displayed. Follow the on-screen instructions to view progress to date in more detail.

To track the progress of your delivery to a delivery address outside the UK please allow 3 working days after you submit your order then follow the steps below :

Go to http://track.dhl.co.uk/tracking/
Select the “Next Day / By Consignment” option
Enter your Betterware Order Number in “Consignment Number/Reference” and your order date in “Collection Date”, then click “Submit”. (Your Betterware order number will be in the format “WEB” followed by 6 digits)
The current status of your delivery will be displayed. Follow the on-screen instructions to view progress to date in more detail.

What if I am not satisfied with the goods I receive?

If for any reason our products fail to perform satisfactorily within 12 months of purchase, you will be offered the choice of a refund or a replacement product. You can return to us any item that is damaged or faulty within this time period.

If you change your mind after placing your order, whatever the reason, any unused product may be returned within 28 days of purchase for a full refund. We do ask that any unused product be returned with original packaging.

Please retain your original sales advice document supplied with the goods.

For details of how goods may be returned please call Customer Services on 0845 121 1010 or email them at webcsd@betterware.co.uk.

These guarantees apply to UK only and are in addition to your statutory consumer rights.

I am interested in becoming a Betterware Distributor. What are the arrangements and how do I apply?

Please click here for details of the opportunities we have to offer. To speak to someone about these opportunities please contact us on 0845 125 5000 or apply to join our sales team online now.

Who are Betterware and where are they based?

Please click here for details.

I want to buy a product I have seen in the past but which is not currently on your website. How can I do this?

Please call our Orderline department on 0845 121 0110 who will be pleased to help you if they can.