Chat & Contact — How We Can Help

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We want to be as easy to reach as possible, and we want to be upfront with you about how our customer service works — because we think you deserve to know.

Our customer service is looked after personally by one person, and she's brilliant at it. But she's recently had surgery on her throat, which means speaking is genuinely difficult for her right now. That's the only reason we're not taking calls — it's not a way of avoiding you or hiding behind a screen. We're not reducing contact. We're not making ourselves harder to reach. We're just reducing speaking, for now, because we have to. And we didn't want to dress that up or pretend otherwise.

Messaging is much easier for her, and she's very responsive. You'll get a real, thoughtful reply from an actual person who knows their stuff — not a scripted bounce-back.

About our chat

We want to be clear about something: our chat isn't there to avoid you, and it isn't there to sell you anything.

We've specifically designed it to genuinely help customers — not to fob people off, not to push products, and not to upsell. If you ask it a brewing question, it'll try to answer it. If you're looking for a suggestion, it'll offer one. But it won't try to sell you something you didn't ask about, and it won't steer every conversation towards a purchase. That's not what it's for.

The honest truth is that most of the questions we get asked are already answered on our website, and the chat is often the quickest way to point you straight to the right place. Rather than waiting for a human reply, you can get an answer in seconds. We think that's a better experience for you, not a worse one.

We've taught it to know our products, understand brewing basics, and recognise when a question needs a real person. When it does, it will say so and point you in the right direction. The goal is always to get you the right answer as quickly as possible — whether that comes from the chat or from us directly.

What our chat can help with

Choosing the right culture or starter kit for what you want to make
Understanding the difference between our products
Basic brewing questions — temperatures, batch sizes, timings
Advice on whether a product is right for your situation
Pointing you to the right page, guide, or resource on our website
Honest recommendations if you ask for them — including telling you if something isn't the right fit

Contacting us on WhatsApp

The best way to reach us directly is on WhatsApp. You can message us on 01323 730091 and we'll get back to you as soon as we can.

We're open Monday to Thursday, and that's when you're most likely to get a quick response — often within the hour. We're closed Friday through Sunday, so if you message over the weekend we'll pick it up when we're back on Monday.

That said, we're human and we do sometimes answer out of hours if we happen to see a message — but please don't count on it or feel ignored if you don't hear back straight away. Response times can range from instant to a couple of days depending on when you get in touch, and we appreciate your patience.

How to get the fastest reply

The more information you include in your first message, the faster we can help you. Here's what to include depending on your situation:

For all order-related queries:

Your full name and the email address used to place the order
Your order number (this will be in your confirmation email)
A clear description of the issue

If your item arrived damaged:

All of the above, plus
A photograph of the damaged item
A photograph of the packaging it arrived in (even if the packaging looks undamaged on the outside)

Please note: we are unable to process a claim for damaged goods without photographs of both the item and the packaging. We know it can feel like a lot to ask, but without this evidence we are unable to raise a claim with our courier, which means we can't put things right for you. We're not trying to make things difficult — we just genuinely can't proceed without it.

If something is missing from your order:

All of the above, plus
A photograph of everything that did arrive, including the packaging

If you have a brewing question or culture issue:

Which product you're using
How long you've had it
Where you're storing it and at what temperature
What you've noticed that doesn't seem right
A photo if something looks unusual — it often tells us a lot

The more detail you give us upfront, the less back-and-forth is needed and the quicker we can get things sorted for you.

A gentle note on order updates

We're always happy to help if you have a genuine concern about your order. But we'd kindly ask that customers allow a little breathing room between messages. We're a small team handling every enquiry personally, and we promise that if something needs your attention, we will reach out to you.

Sending daily messages asking for updates can make it harder for us to get to everyone in a timely way — including you. If your order is on its way, your dispatch confirmation and any tracking information will have everything you need. If something has genuinely gone wrong, we absolutely want to know and we'll sort it. But if everything is on track, the kindest thing you can do is give us a little space to keep things moving smoothly for everyone.

We say this warmly and with genuine appreciation for your enthusiasm — it means a lot that you care. We just want to make sure we can give every customer the attention they deserve.

Help us make the chat even better

We're still developing and improving the chat, and we'd genuinely love to hear from you. If there's something you think it should be able to answer, a topic we haven't covered, or a question it struggled with — please let us know. Every suggestion helps us make it more useful for everyone.

And one more thing — our chat doesn't have a name yet. If you have an idea for something fitting (bonus points if it's fermentation-themed), we'd love to hear it. Drop us a message and if we love it, we'll use it!

We're a small team

We're a small team and we care

Happy Kombucha isn't a big faceless company. We're a small, passionate team and we genuinely care about your experience — whether you're a first-time brewer or you've been making kombucha for years. We're not trying to make it harder to reach us, and we're not trying to replace real conversations with a bot. We just want to make sure that when you do reach us, you get a proper answer from someone who actually knows what they're talking about.

Thank you for your patience and understanding. 🙏