Frequently Asked Questions

Help with my account

  • How do I change my billing address?

    Changing your billing address is quick and easy online. Once you have logged in to your account, go to ‘My account’ and then ‘My address book’. From this page you can delete and add new addresses and set defaults for both billing and delivery.

    If you have multiple addresses in your address book, you can select which is used during the checkout process.

  • I have not received my reset password email.

    Reset password emails are sent automatically on request; however emails go through a number of filtering systems by your own service provider and can end up in ‘junk’ or ‘spam’ folders – this may be why you have not received our email as requested. We would therefore recommend adding our email address naturallyactive@lizearle.com to your list of contacts or address book within your email account before requesting another email. This should resolve the issue. Please note, the link sent within our reset password email is valid for 30 minutes only. After this time, you will need to request a new email.

  • How do I change a delivery address from my order?

    During the checkout process, you can either select a different address from your address book or add a new one.

  • I am unable to enter the promo code you sent me.

    Many of our promo codes are unique and can only be used once against an order placed using the email address to which it was initially sent. Some of our codes are only valid on selected ranges and this will be indicated in your email. You will need to log in to your account before applying the code. It should be added to your shopping basket in the ‘Do you have a promo code?’ box before checkout and the discount or reward should be applied automatically.

    The promotional code field is case-sensitive, so the code would need to be entered exactly as it appears in the email. We would recommend typing the code in manually, rather than copying and pasting it directly from the email. Once entered, you need to click on ‘Apply’ to apply the discount or reward to your shopping basket.

  • How do I add a new delivery address?

    Adding an alternative delivery address to your account gives you the flexibility to have your order delivered to the most convenient place for you.

    Once you have logged in to your account, go to ‘My account’ and then ‘My address book’.  Simply click the ‘Add new’ link and complete the necessary fields. Alternatively, you are also able to add a new address during the checkout process.

  • How do I unsubscribe from emails?

    You can start and stop your email subscription with us in two ways. The easiest way to stop receiving our emails is to use the ‘Unsubscribe’ link at the bottom of the email that is sent to you. Clicking this link takes you to our website and updates your subscription status.

    Alternatively, you can update your email preferences in the ‘My Account’ area. Once you have logged in to your account, go to the ‘My personal details’ to update your preferences.

    Please note that we will process your request as soon as possible, but it may take up to 7 days.