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Frequently Asked Questions

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Forgot my password

I've forgotten my password! Help!

If you click here you'll be taken to a page where you can enter your email address to receive an email to reset your password.  After clicking the submit button you'll see the following message: "If there is an account associated with *your email address* you will receive an email with a link to reset your password."  At this point check your inbox (and your junk box just in case) for this email.  It will look like this example:

Email screenshot

If you click the link in the email you'll be taken to the reset password page, where you can enter a new password.

I've done that, but the email didn't come through! What now?

With auto-generated emails, there is always the chance that your email provider assumes it is spam and either puts it in a junk folder or blocks it altogether.  In the case of the latter please contact us on 01257 274217 and a member of staff will be able to set a new password for you.

Loyalty points

How much are my points worth?

As this may change in the future, please refer to our YHFS+ page for the most up to date information.

When do my points get added to my account?

Your points are calculated when your order is placed and added to your account once your payment has cleared through our systems.  So don't worry if you don't see your points appear instantly.

Why didn't I earn any points from a previous order?

Either your payment hasn't cleared through our system yet, or you went through the checkout process as a guest.  If you are a regular customer and want to take advantage of our generous loyalty points scheme, please make sure you are logged into our website every time you place an order.  If we are feeling kind we may add the points you would have earned back onto your account if you contact us though :)

Previous site issues

I am an existing customer from your old website, do I have to sign up again?

We have transferred your account details and primary billing address over to the new site.  Any additional addresses and your password were not transferred.

Grrrr why didn't you transfer my password?

For 2 reasons; firstly, we didn't actually know your password.  For security all passwords are hashed and unreadable.  Secondly, even if we could transfer your password it may not have met the criteria required on the new site.

So how on earth do I log in if I have an account but no password?

You can set up a new one by following the forgot your password routine (If you are having trouble, there is a step by step guide here).

And what about my previous order history?

Unfortunately it wasn't possible to transfer your orders from the old system to the new.  The structure is so different that it simply wasn't possible on a technical level.


I've signed up to the newsletter but it never arrives

First of all it's always worth checking your junk folder and whitelisting "[email protected]" with your email provider.  However as our newsletter is sent out in bulk there is still a chance it doesn't get through to you.

If this is the case, log in to your account and select "Newsletter Subscriptions" (or click here).  If you're subscribed, you'll see the following screen where there is a link to our latest newsletter:


Newsletter Subscription screenshot