How do I access my account?
Head to the footer of the website and click ‘My Account’, from here, you will be able to login to your customer portal.
What are the different subscription options?
ViDrate is available in 30, 60 or 90 pack subscriptions. With 30 sachets, you can select either to have 1, 2 or all 6 flavours in your subscription. In our 60 pack, the options are 1, 2, 4 or all 6 flavours and with our 90, we can offer a full range, suited to your needs.
How do I change my flavours?
Changing your flavours is made inside your customer portal and very quick and easy to do. Our 30 Pack Subscription comes in 1, 2 or all 6 flavours. 60 Pack is available in 1, 2, 3, 4 or all 6 flavours. 90 pack gives you full flexibility on flavour choices. Please follow the images below for instructions. Depending on your preference of flavours for 60 & 90 Pack Subscription, this may require bespoke adjustments from the ViDrate team. If you have any issues, please get in touch with a member of the team via email or on the instant webchat and we would be happy to help.
What if I have too many sachets at the end of the month and haven’t used them all?
Not a problem, we would recommend you skip the following month to avoid stockpiling, it is easy to do. You will need to head into your account to do this. Please follow the images below.
What if I need more sachets before my next subscription date?
Please follow the images below for instructions. If you have any issues, please get in touch with a member of the team or on the instant webchat and we would be happy to help.
Am I eligible to get my first month free? If so, how many can I get?
Sometimes ViDrate will run special offers where, as part of a subscription, the first month is free. Customers are only able to take advantage of ONE unit/pack/quantity size per email address and per household. For clarity, ONE unit/pack/size is 30 sachets only.
Am I committed to a contract?
We understand online buying can sometimes be a bit nerving, thinking you are signing up to a big long term contract. With ViDrate’s Subscription you are not tied in to any long term contract. The only thing we ask is that if you wish to cancel, please do allow a minimum of 48 working hours in advance of your renewal date otherwise you may still be charged due to the fulfilment operation that takes place for each order. For clarity, by purchasing any ViDrate product you are still agreeing to the company's general T&Cs.
Can I cancel my subscription whenever I wish?
Yes, you are not committed to any long term or fixed contract. We are confident you will enjoy the product and not even be thinking about this once you try ViDrate. If the money has left your account on the month you wish to cancel, it will be the following month that this cancellation will take full effect. Please note that you will still be charged for any box which is dispatched before we receive your notice of cancellation.
Cancellations must be manually cancelled by the customer on the website through his/hers own account to guarantee cancellation has occurred. It is not the responsibility of ViDrate to ensure cancellation has been guaranteed.
Any cancellations wished to be made on the day of renewal or up to 48 working hours before the renewal date may be subject to his/hers monthly subscription payment.
How do I cancel my subscription?
If you are still not happy with your subscription, you can head into your account (footer of the website) and cancel / pause / skip your subscription as you wish. If you are struggling to access, please contact Nick, Rob & the team on hello@ vidrate.com and we can issue you with a new account invite within 2 working days. All cancellations must take place 48 working hours in advance of the customer’s renewal date.
I still have questions about subscription, what do I do?
Please feel free to jump on our instant webchat and a member of the team will get back to you or drop us an email.
What is The Cost
Royal Mail (30 sachets or less) Evri (more than 30 sachets)
3-5 Working Days
FREE on all orders over £30. £3.99 under £30.
Royal Mail (30 sachets or less) or Evri (more than 30 sachets)
1-2 Working Days
£4.95 or FREE for subscription purchases
1-2 Working Days (Tracked & Signature on Delivery)
£6.45 on all orders
2-3 Working Days (Tracked & Signature on Delivery)
£5.95 on all orders
We now offer worldwide delivery! All International orders come with a discounted delivery rate which is automatically calculated at the checkout, with prices starting from as low as £7.95.
rest of the world
7-10 working days*
*Royal Mail delivery estimates
International Delivery Update
Please Read: Due to the ongoing Brexit negotiations some international delivery orders are taking longer than usual to arrive. Please be advised that some international orders are currently taking an additional 10-14 days to arrive, on top of our advertised delivery timescales. Both ViDrate and Royal Mail apologise for any inconvenience and delay to your order! Also, an additional customs charge can now be added to your order by your local country boarder control. This additional fee cannot currently be controlled by ViDrate and will need to be paid in order to collect your order from your local delivery centre.
Returns & Refunds
ViDrate is happy to accept back any unwanted items supplied to consumers for refund, within 14 days of purchase, providing the following terms are met: - All packaging must be intact so that the item is in a re-saleable condition - You are able to provide a valid proof of purchase – this can be your confirmation email or the invoice/packing note inside your delivery parcel. - Return postage costs are covered by the customer (please also note that your original postage charge will not be included in the refund) In the unlikely event of your order being supplied incorrect or faulty, we will ensure it is resolved immediately and with minimal disruption. We pride ourselves on our excellent products and customer service and are confident you will love our products. On any occasion that a refund is requested, we will action a refund as soon as the items are received back to ViDrate. Please note, that depending on your bank provider, a refund may take up to 5 working days for your refund to show in your account.
Packages are dispatched using either Royal Mail or Evri delivery service. If you have not received your parcel within the advertised period from receiving your dispatch email, please contact us via: - Email: hello @vidrate.com, or Live Chat via our website (Mon-Fri 08h30 - 17h00).
ViDrate is happy to exchange any unwanted items supplied to consumers, within 14 days of purchase, providing the following terms are met: - All packaging must be intact so that the item is in a re-saleable condition - You are able to provide a valid proof of purchase – this can be your confirmation email or the invoice/packing note inside your delivery parcel. - Return postage costs are covered by the customer (please also note that your original postage charge will not be included in the refund) - An additional £2.99 delivery charge will be covered by the customer for ViDrate to deliver the new exchanged items.
We also do strongly recommend you visit our online ViDrate Facebook Community. Very often we have members who are looking to swap flavours with other members - well worth taking a look...who knows, you might even join our friendly community!
In the unlikely event Royal Mail or Evri cannot deliver your item & you do not collect it from your local collection office in the required time, your order will be returned to ViDrate. At this point, we offer two resolutions: - Your order can be re-dispatched (customer pays £3.49 for new delivery) or your order can be refunded (minus the original delivery cost highlighted in the table above).
All orders within the EU VAT area include VAT at your local standard rate. If you are ordering from the Channel Islands, please select your country as Guernsey/Jersey (not the UK) when ordering, to ensure you are not charged VAT.