Frequently Asked Questions
OUR MOST FREQUENTLY ASKED QUESTIONS
I have not received the password reset email
Please note that we've upgraded our systems. If you had a Higher Nature account prior to August 2024 you will need to reactivate your account. Please email customerservices@highernature.com where one of our helpful team is waiting to send you a reactivation link.
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.
About Higher Nature
Higher Nature is a pioneering British nutraceutical company specialising in vitamins, minerals and supplements with therapeutic levels of nutrients to optimise health. To learn more please visit Our Story.
I have forgotten my password
You can reset your password by visiting the account login page and selecting ‘forgotten password’. This will send an email to reset your password. Please check your spam folder and allow a few minutes for the email to arrive.
SUBSCRIBE & SAVE
What is subscribe & save?
Subscribe & save offers subscribers 15% off on your first three orders, then 10% thereafter. This is the most popular choice for ensuring you receive a regular supply of your favourite products without ever running out. To sign up for Subscribe & Save, simply select the option on the product page, followed by the delivery interval. There’s a three order minimum interval for subscriptions before these can be cancelled. To see the full terms and conditions for details.
MEMBERSHIP
What is membership?
For a one-off payment of £15 a year we offer a Higher Nature 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 on your second order. This programme is no longer accepting new members, however Higher Nature’s Subscribe & Save programme is a new alternative offering to saving money on your supplement deliveries.
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.
How do I renew my membership?
Within 30 days of your membership expiring, if we have an email address for you, we send a reminder with instructions on how to renew. If we do not have an email address for you, our customer service team will contact you by telephone to notify you.
If your membership expires, you have one month to renew before this option becomes unavailable.
RETURNS
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 resolve any issues as quickly as possible please call 0800 458 4747 BEFORE returning a product. Remember to enclose your name and address 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
NUTRITION
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 25 on a product means that product is best before the end of May 2025, not May 25th.
Whilst supplements taken past their best before date will not necessarily be harmful, we cannot guarantee their efficacy.
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.
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.
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.
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
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.
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.
TECHNICAL
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 whether they are suitable for vegetarians or vegans. A vegetarian/vegan declaration can also be found on the product label.
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.
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, i.e. 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.
INGREDIENTS
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 Free From list for additional information.
All labels for products are displayed on the product pages on the website.
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. We also have ingredients and nutritional information tabs on the product page where this information can be found.
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.
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.
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.
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.
PRODUCT QUERIES
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.
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.
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.
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
Where is your collagen sourced from?
The collagen in our Aeterna Gold Collagen Beauty Capsules and Higher Nature Collagen Tablets 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.
