Your Subscription Questions Answered

If you have any questions about our subscriptions you’ve come to the right place, it’s here you’ll find out more about how they work.

We have answers to your most frequently asked questions, but if you need to know more please drop us a line using our contact form or give us a call, we’d love to hear from you. You can speak to a member of our friendly team on 0800 2 988 988. We are available Monday-Friday 9am until 5:30pm.

Pre Purchase

I’m vegetarian, is the subscription right for me?

1. All of our Foodpacks are suitable for vegetarians as they are made with milk and soya protein. The only products that we sell that aren’t suitable are the optional Extras, our flavoured Jellies and Mousse Mix.

I am Vegan, how can I follow a subscription?

1. We’re sorry our subscriptions are currently unable to cater for vegans. All our Foodpacks are suitable for vegetarians. We do have Vegan products you can purchase individually that you may be interested in. You can find those here.

When I purchase my subscription, how can I personalise my Foodpack bundles?

1. You can purchase the TotalFast subscription here. We have automatically selected your Foodpacks for you in the subscription however this can be personalised. You can take out the products we have selected for you and add other products in their place using the plus and minus buttons on the product.
2. Each section of the subscription has a set limit of products to choose from to adhere to the boundaries of our TotalFast plan. For example, you cannot have more than 7 MRP products in a week. This means you cannot select more than 14 MRP products for that 2-week period.
3. You can also add optional Extras, such as Jelly or Savoury Broth to your subscription by clicking on the optional Extras tab. Please note that the optional Extras will be delivered to you every two weeks, so if you just want your optional Extras as a one off, please remove them from your subscription before your next payment. Once your bundle is 100% complete with your selections you can add to cart and then check out. The easiest way to personalise your subscription is before you add it to your cart. You can also edit your subscription once it is in your basket by clicking the edit button under the product title.
4. Check out our handy video on how to personalise your subscription here.

Post Purchase

How do I access the support options for the subscription?

1. To access the Live Facebook sessions , please request to join our private Facebook group ‘LighterLife TotalFast Support Group’ on Facebook and tune in on the page every Wednesday at 1pm or Thursday at 8pm. You can request to join the group here.
2. To speak to a local Mentor about additional support please enter your postcode in on our website here (Your LighterLife Options)

When will I receive my Foodpack bundles?

1. We aim to deliver your Foodpack bundle within 1-3 working days of you processing your order online. For your remaining bundles, we arrange dispatch once we have taken your payment.

How/when is the payment taken for my weekly Foodpack bundles?

1. Your 2^nd payment will come off your card 11 days after your initial order online. We will then take your payments bi-weekly, every 14 days. We take the payment from the card you use online to purchase your subscription.

Can I change the payment method for my subscription?

1. To make changes to your method of payment please follow the steps below:

• log in online
• click on MY Account from the menu
• click on Payment methods
• Click update
• Scroll down and click ‘update method’
• Add information in Paysafe Box
• Click submit

Check out our handy video on how to do that here.

1. You can change your card details here. If you have any problems or would like to speak to a member of the team regarding this please email help@lighterlife.com.
2. There is also another method to change your payment details on your subscription. Check that out here.

Can I change the payment date/day for my Foodpack bundles?

1. You can request to make changes to your payment date or day. To do this please email the team at help@lighterlife.com.

How do I add/remove additional Foodpacks and ancillary items to my Bi-weekly bundles?

1. 1. To add additional Foodpacks and ancillary items to your Bi-weekly bundles just contact the team by emailing help@lighterlife.com. Once added, your additional items will then show against your subscription in the My Account section of the Members Area. They will remain on your subscription and come out with your bundles until they are removed.
   2. To remove additional Foodpacks and ancillary from your subscription bundles you can either remove them yourself, again in the My Account section of the Members Area.  Click here to see our handy video guide. Or by emailing the team again at help@lighterlife.com.

How do I add ‘Optional Extras’ to my Foodpack bundles?

1. 1. 1. To add ‘Optional extras’, such as broth, jelly or pop chips, just click on ‘My subscription’ and then ‘Edit Subscription’, click on the ‘additional extras’ tab and make your edits. Click ‘confirm changes’.  Once you have completed, your edits will remain on your subscription and come out with your bundles until they are removed.

How can I change products in my Foodpack bundles once I have started my subscription?

1. 1. 1. 1. You can edit your subscription in the ‘My Account’ section of the online Members area. Just click on ‘My Subscription’ and then ‘Edit Subscription’ and make your changes. Click on confirm changes once you have completed your edits. The changes you make will remain the same unless you edit the subscription again. Check out how to edit your subscription here.

Can I change the delivery address for my Foodpack bundles at any point throughout my subscription?

1. 1. 1. 1. You can change your shipping and billing address by logging in online and clicking on ‘My Account’ and then ‘Addresses’.  If you have a subscription, please also tick the box for subscription to change this address too. Check out our video guide on this here. If you need any help with this or have any problems changing your address details please do email the team at help@lighterlife.com.

Can I request a delivery day for my Foodpack bundles?

1. 1. 1. 1. Yes, you can. Please email the team at help@lighterlife.com to make your request.

What happens if my subscription bundle is due for delivery on a bank holiday?

1. 1. 1. 1. We will either take payment 1-2 days early and dispatch so you receive your order early or it will arrive on the next available working day.

Can I delay/pause my subscription if I go on holiday?

1. 1. 1. 1. You can request to delay your subscription Foodpack bundles by emailing the team at help@lighterlife.com.

How should I store the products in my subscription?

1. 1. 1. 1. Foodpacks should be stored in a cool dry place. They can be stored at an ambient temperature so no need for fridge/freezer space. Most clients just assign a kitchen cupboard for their Foodpacks.

Where can I find the meal planners that relate to the subscription?

1. 1. 1. 1. You can find our blank meal planner here. You can personalise your subscription and fill in our blank meal planner with your weekly Foodpack selections.

How do I extend my subscription?

1. 1. 1. 1. An extend option will become available in ‘My Account’ once the last order of the subscription has been dispatched.  You would then have 14 days to extend the subscription.  If you have not extended in this time period it will expire.
         2. If you have any questions regarding extending a subscription please do call us on 0800 2 988 988 or email help@lighterlife.com

What do I do if there are changes to my health whilst following the subscription?

1. 1. 1. 1. Your wellbeing is of the upmost important to LighterLife. We take your health and wellness very seriously and we have a medical protocol in place to help us do that.
         2. We ask throughout your weight loss that you keep us informed, so if at any time whilst you are following one of our plans, you have any significant changes in your health, please let us know.
         3. If your health does change over the next eight/twelve weeks, or there are other health issues you become aware of, you can let us know at medicalcare@lighterlife.com. It’s vital that we keep your health records up to date, and we can only do that with your help.

What do I do if I become/feel unwell whilst on a subscription?

1. 1. 1. 1. If you feel unwell whilst following our TotalFast plan (or any of our plans) we always recommend seeking advice from your GP in the first instance.
         2. We do have a medical team you can contact to ask questions about your health. You can email them at medicalcare@lighterlife.com.
         3. If you need to speak to us about cancelling your subscription if your GP has advised you to stop the plan then please email medicalcare@lighterlife.com.

How do I cancel my subscription?

1. 1. 1. You can cancel your subscription within 7 (seven) days of your subscription order and the first payment being paid. Please email help@lighterlife.com to request cancellation of your subscription.