Frequently Asked Questions

Why aren’t some customers product reviews shown?

In order to adhere to industry guidelines we may not be able to show some customers product review comments if they contain words or phrases which are deemed to make un-approved claims. However, we encourage, appreciate and acknowledge all customer feedback!

Where can I buy the Saltpipe Inhaler or replacement Saltbags?

Unfortunately due to the difficulties caused by the COVID-19 epidemic, our Saltpipe manufacturer is unable to supply us with Saltpipes or replacement Saltbags for the foreseeable future, meaning we have had to take the difficult decision to delist the product.

If you have previously purchased the Saltpipe, replacement Saltbags can be purchased at http://www.oxfordmedicals.co.uk/REFILL-BAG-for-Saltpipe-Refillable.html.

Can I still buy my supplements from you during the Coronavirus (COVID-19) outbreak?

Yes you can, we are here to support you every step of the way. Due to increased demand, we have and will continue to run out of stock of our most popular lines, however, we will do our best to re-stock these as soon as possible.

Due to the volume of orders we are currently receiving, delivery timescales may vary from those stated or those which you are used to, rest assured we will do our best to get your supplements to you as quickly as we can.

An increased number of customer queries may also mean we take a little longer than usual to respond to any questions or issues you may have, but we will get through each of these.

Our expert in-house nutritionists will also be providing regular blog posts and content with useful advice and top tips to help you during this difficult period.

We appreciate your patience and understanding at this time.

I already have an account, which I use to order from you over the phone, but now I want to shop online - how do I do this?

If you already have an account with us, which you use to order over the phone, please do not create a new account on the website - simply send us an email at customerservices@highernature.com or fill in our contact form with your account number, post code on the account and an email address which you would like to use to login to the website, and we'll do the rest.

Once we have set you up with access to shop online (usually within 24 - 48 hours of your email) we will supply you with a temporary password, which you can use, along with the email address you provided us, to login for the first time.
Once logged in, you will have the ability to change your password to something more personal by accessing you account (person icon, top right of the page), clicking Account Settings, then Password.

This will then allow you to order quickly and easily both over the phone and online all from one account.

About Higher Nature

Higher Nature is a pioneering British nutraceutical company specializing in vitamins, minerals and supplements with therapeutic levels of nutrients to optimise health. To learn more please visit About us

Where can I find allergen information about a product?

Information about any specified allergens for a product can be found in bold in the ingredients list on the label. The label also contains a ‘Does Not Contain’ list for additional information.

All labels for products are displayed on the product pages on the website – just click on the small label icon for a pop out readable version.

What is your Omega 3 Fish Oil made from?

The fish oil in our Omega 3 Fish Oil capsules is made from sustainable wild caught anchovies, sardines and mackerel sourced from Peru. The oil is scrupulously screened for pollutants such as PCB’s to ensure maximum purity, and the TOTOX value (a measure of the level of oxidation of the oil) is guaranteed to be less than 23 for the duration of the product shelf life.

When should I expect my Parcel?

We offer two delivery options - Royal Mail 24™ and Royal Mail 48™. Whilst these are not guaranteed time-frames, we aim to deliver all Royal Mail 24™ orders within 2 working days and all Royal Mail 48™ orders within 4 working days of your purchase date. You can find further delivery information here

Why do I need to sign up?

Creating an account with us allows for a quicker order experience and ensures you receive expert advice, nutrition news, as well as our very best special offers.

What is membership?

For a one-off payment of £15 a year we offer a membership scheme which entitles you to savings of between 5% and 30% on every order, free shipping all year round and a special gift of your choice! To find out more or to sign-up, visit our membership page

Where can I find a list of ingredients of Higher Nature products?

All ingredients in our products are listed on the ingredients list on the labels, as required by law. These labels are displayed on each product page on our website in order to make this information readily available to consumers. Simply click on the label to enlarge it. We also have an ingredients tab on the product page where this information can be found.

How do I return a product?

If you are not satisfied with any Higher Nature product you can return the product unopened, undamaged and in its original packaging for a full refund at any time up to 30 days from the date you received it. If you wish to cancel your order in this way, you must confirm this by phoning/emailing us within 7 days of receipt of the product. We will advise you on how to return the product to Higher Nature.

In the unlikely event that any goods arrive damaged or opened, please let us know and we will replace your order. So that we can give you satisfaction as quickly as possible please call 0845 3300012* BEFORE returning a product. Remember to enclose your name, address and account number when returning a product to the following address:

Higher Nature, FREEPOST RUBG-KZCH-UHZK,10 Discovery Way, Horam, Heathfield, East Sussex, TN21 0GE, United Kingdom

For more information, please take a look at our Higher Nature Promise or our quality assured page. If you'd like to ask us a question about the site or our products, please email our customer services department.

*Calls cost 3p per minute plus your provider's access charge

Can I use Higher Nature supplements after the expiry date?

Our supplements have a best before date printed on the label. These are in the MONTH YEAR format, so for example, MAY 20 on a product means that product is best before the end of May 2020, not May 20th.

Whilst supplements taken past their best before date will not necessarily be harmful, we cannot guarantee their efficacy.

Where are your products manufactured?

The majority of our products are manufactured in the UK. Some of our products are manufactured within the EU, and a few are manufactured outside of the EU.

Are your products vegetarian / vegan?

85% of our products are vegetarian and 75% are vegan. Each product page displays the ‘v’ icon for vegetarian and ‘vv’ for vegan. A vegetarian/vegan declaration can also be found on the product label.

I find it hard to swallow tablets and capsules, can I chew the tablets or open up the capsules?

Our tablets and capsules are designed to be swallowed whole and some, for example the Betaine HCl should only be swallowed whole. If the capsules are to be opened up, we suggest adding to cold food or swallowed with cold water. Similarly, the tablets can be crushed and sprinkled on cold food or swallowed with cold water. Please bear in mind however, that the odour and taste may be a factor in whether the contents are palatable enough to be consumed in this way.

How do you ensure the quality of your products?

All our products are manufactured in line with current Good Manufacturing Practice (cGMP) and comply with UK and EU regulations.

For each product the ingredients undergo a thorough approvals process. This includes setting limits and testing for factors such as purity, residual pesticides, heavy-metal contaminants and micro-organisms. We do not use any ingredients that have been genetically modified or irradiated, and none of our products are tested on animals. At Higher Nature we never use artificial colours, flavours or preservatives.

Why has the taste of my Citricidal product changed?

We have recently reformulated Citricidal and the difference in flavour is from the new source of organic grapefruits. During the reformulation process we looked at different grapefruit seed extracts and one of the reasons we chose to use an organic one was for the improved citrus flavour. The new formula also has a tiny amount of dextrose to offset any bitterness.

I have forgotten my password

You can reset your password by visiting forgotten password page, typing in your email and then pressing the 'send reminder' link. Simply log into your emails and follow the instructions. Please check your spam folder and allow a few minutes for the email to arrive.

What are the free membership gifts?

Our membership gifts change on a regular basis and to see the latest selection of products, visit our free gifts page.

Do you test your Citricidal for pesticides?

Due to the reported safety concerns about grapefruit seed extracts, we test each batch of our grapefruit seed extract at an independent lab for the absence of contaminants including benzethonium chloride, benzalkonium chlorides

GM organisms, animal testing and irradiation.

We do not use any ingredients that have been genetically modified or irradiated, and none of our products are tested on animals.

Can your supplements be taken by children under 3 years of age?

We have a range of supplements specifically designed for children of 3 years and over which can be found on our Kids Health Supplements page

A few supplements can be taken by children under three years, such as the Pro-Easy and the Lemon Fish Oil and dosages will be specified under the Daily Intake tab on the relevant product page of the website. Our range of Traditional Herbal Medicines should not be taken by children or adolescents under 18 years except for the Pelargonium which can be taken by adolescents over 12 years of age.

If still unsure, we recommend that you contact our Nutrition Support service at: nutritionsupport@highernature.com for specific recommendations.

What is an NRV?

NRV stands for Nutrient Reference Value. It was changed from the Recommended Daily Allowance (RDA) for 13 vitamins and 14 minerals by the European Union in 2014. This provides guidance on the daily level of vitamins or minerals an average healthy person needs in order to prevent deficiency.

The percentage of NRV (%NRV) can be found on our labels in the Product Information section. This level is often above 100% because the levels provided by our supplements are designed to promote optimum health, rather than simply prevent deficiency. The levels in our supplements are all below the established Upper Safe Levels.

Are your products BSE/TSE free?

All of our products, including capsules from bovine sources, are assured BSE/TSE free

What is the source of gelatine when used in capsules?

The gelatine is from a bovine source. We aim to use halal and kosher suitable gelatine, but please check with our technical team before you order technicalsupport@highernature.com.

Where is your collagen sourced from?

The collagen in our Aeterna Gold Collagen Drink, Aeterna Gold Collagen Restructuring Complex, Collaflex Gold Tablets and Collaflex Drink is predominantly type I and type III marine collagen (non-shark). It is sourced from the skin and scales of sustainably farmed catfish (Pangasus and Clarias) and tilapia (Tilapia) from the seas of Asia, Europe, North America and South America.

Is your colloidal silver true colloidal?

Our Colloidal Silver product contains an approximate colloidal to ionic ratio of 80:20. We believe this is a good mix as it allows the benefits that surround both colloidal and ionic silver. Due to the chemical and physical nature of the production of colloidal silver, it is impossible to produce a product that is entirely colloidal, however as the silver is in majority in the colloidal state that is why it is labelled as ‘Colloidal Silver’. We use only medical grade silver (99.999% purity) and water that has undergone a 9-stage purification.

Is it normal for my urine to change colour after taking your supplements?

Yellow urine is very common when taking a multivitamin containing B vitamins or a B complex containing therapeutic levels and is not a cause for concern. The B vitamins are not stored by the body and whatever the body cannot use will be excreted in the urine. The body will naturally need varying amounts of each B vitamin depending on many factors including stress levels and energy used.

Why do you use Plastic PET pots?

We understand that there are great concerns about plastic packaging and the environment. We care greatly about the environment and this has been a central belief since Higher Nature was created.

We have deliberately chosen a type of plastic (PET) that can be completely recycled and reformed for multi-use if it is handled correctly. PET can be recycled via closed-loop recycling, ie PET can be broken down and reformed into a new PET product. Alternatively it can be recycled for different uses such as a plastic pot can be recycled to make a carpet which can be recycled to make a tyre.

There are issues with other types of packaging that currently appear to be more environmentally friendly alternatives. Glass for example has a higher carbon footprint: it weighs a lot and therefore generates more carbon emissions in transport and it uses a lot of carbon to recycle it, in fact more carbon is needed to recycle glass than to make new glass.

Do you use excipients?

In some instances we have to use excipients in our products to allow the production of stable and effective supplements. Some ingredients just cannot be made into tablets or capsules without them. These excipients are often plant based such as maltodextrin and forms of cellulose, or magnesium stearate and silicon dioxide. Please be assured that we strive to always use the lowest levels of excipients possible and all excipients used are approved for use in the EU and UK.

Do you use organic ingredients?

Organic is used to denote food produce that is grown, harvested, and processed according to strict criteria. It is a term that can be applied to plant and animal produce.

Many vitamins, minerals and many herbal preparations undergo manufacturing or extraction processes that are not applicable to organic standards. Therefore organic sources are not possible for many of the ingredients that we require to make effective supplements.

Wherever possible we source natural ingredients from organic growers, and many of our products contain ingredients derived from organically grown soya. We also have an organic food range that is fully certified by the Organic Food Federation and carries the EU organic logo, this includes a range of superfoods such as coconut oils, apple cider vinegar and seeds. The full product range can be found at: Omega Supplements .

If I am taking a vitamin/mineral supplement where the recommended dosage is more than 1 tablet/capsule a day, should I take them all at the same time?

It is preferable to spread the dosage out over the day, but this is not essential and if necessary, the full dosage can be taken in one go.

Does it matter if, in addition to a multivitamin and mineral, I take another supplement which includes some of the same nutrients?

A multivitamin and mineral provides a broad spectrum of nutrients at levels where, if necessary adding in another more targeted supplement, such as eye or joint supportive nutrients, will be fine and not supply an excess of any particular nutrient. Certain nutrients may be added in alongside a multivitamin to obtain more therapeutic benefits, but if in doubt, please contact our Nutrition Support service at: nutritionsupport@highernature.com

Are your capsules shells vegetarian and vegan?

The majority of our capsules are made from vegetarian/vegan sources, using hard shell cellulose (HPMC) capsules. Some of our soft gel products are made with bovine gelatine to enable us to deliver oils as food supplements. All of the information for the capsule ingredients can be found under the ingredients section on the label.

Should I take all my supplements with food?

Most multivitamin and mineral supplements should ideally be taken with food as certain fat soluble nutrients such as vitamins A, D and E, are better absorbed this way. Additionally, some people will find that they feel nauseous if taking a multivitamin on an empty stomach. You will find clear instructions on the product label explaining whether or not the supplement should be taken with or away from food.

Why do multivitamins and minerals contain vitamin D2 rather than D3?

Vitamin D2 is suitable for vegans, however if you wish to take additional vitamin D3, we also have vitamin D3 capsules or a vitamin D3 spray.

Will the supplements I am taking interact with my prescribed medications?

If you are taking any prescribed medications from your doctor, please contact our Nutrition Support service at: nutritionsupport@highernature.com letting us know the exact names and we will be happy to check for any potential interactions with the recommended supplements.

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