Enervia customer service

Email is the fastest route for most queries, since it links to your order history automatically once we have your order number, and gives both of us a written record to refer back to. We answer Monday to Friday, 9am to 5pm UK time, usually within one working day, and slightly longer over bank holidays.

If you need to change a delivery address, email or call us as soon as possible after ordering. We can usually amend it if the order has not yet been picked and dispatched from the warehouse; once it has left us, we cannot redirect it and you would need to arrange redelivery or collection with the courier instead using the tracking link.

Cancelling before dispatch works the same way — get in touch quickly and we will stop the order and refund you in full, no questions asked.

Most delivery queries resolve themselves once tracking updates or a neighbour hands a parcel over, so this quick check often saves waiting on a reply. If it has genuinely gone missing or arrived damaged, email us with the order number and photos where relevant, and we will send a replacement or refund — we do not ask you to chase the courier yourself.

For a straightforward refund under our 60-day money-back guarantee, see the guarantee page — it is a one-email process with no return of opened bottles required. If your issue is instead a complaint about service, such as a delayed reply or a mistake with an order, tell us plainly what went wrong; a member of our team will look into it and respond, and if you are unhappy with that response you can ask for it to be escalated to a manager.

We aim to resolve every complaint directly. If we cannot reach an agreement you are satisfied with, you retain the right to pursue the matter through the standard consumer channels described by Citizens Advice, including, where relevant, an ombudsman or the small claims process.

Once a refund is confirmed by email — whether under the 60-day guarantee, for an order cancelled before dispatch, or because a parcel never arrived — we issue it straight back to the card or payment method you originally used. We do not hold refunds back waiting for anything to be posted to us first.

From there, the timing is largely down to your own bank or card provider rather than us. Most UK banks show the funds within 5 to 10 working days of the refund being issued, though building societies and some card providers can occasionally take a little longer to post it to your statement. If nothing has appeared after 10 working days, email us and we will send you the refund reference and date so you can query it directly with your bank.

If you would prefer not to use our standard checkout form because of accessibility needs or personal preference, email contact@verdenwell.co.uk and a member of the team will answer your questions and can send a secure payment link.

We will never ask for your full card number, PIN or online banking password over the phone; a legitimate order is always completed through the secure checkout on getenervia.co.uk, even if a phone call starts the process.

If you want to know what personal information we hold about you, ask us to delete it, or have any other question about how your data is used, email contact@verdenwell.co.uk with 'data request' in the subject line. We will confirm receipt and respond within the timeframes required under UK data protection law.