FAQ – Frequently Asked Questions


Welcome to Our Help Centre
Please browse this page to find answers to a number of the most commonly asked questions.

If you have a query and it is not answered here, please do get in touch. You can find contact us link on the top and bottom of every page and we also include it here, Contact Us. You can also email us customer.care@leightonbrown.co.uk (We aim to respond to all emails within 2 business days). We appreciate your patience while we get back to your questions and do everything we can to answer as quickly as possible.

Our friendly Customer Care Team is always on hand to help with any questions you may have. To make it a tad easier for you to navigate through the long list of questions, we ordered them into sections.

 

GENERAL QUESTIONS

Who are Leighton Brown?
We are a Mackem, a Pole and an Irishman, that may sound like a beginning of a joke but we can assure you we are deadly serious about vegetable crisps! We are Cara, Chris and Dom and we met 15 years ago, while working in a restaurant above an East London pub. We decided to use our culinary skills to create the tastiest vegetable crisps on the market. You can find out more on our About Us page.

What do you do?
Delicious Vegetable Crisps! They come in three vibrant flavours; Parsnip Crisps with Manuka HoneySweet Potato Crisps with Cheese and Jalapeno, and Beetroot Crisps with Horseradish and Dill. The heat from the Jalapeno peppers pairs perfectly with the cheese, the Manuka honey brings a gorgeous sweetness, and the dill and horseradish make a delightfully tangy pairing.

Are you crisps Gluten Free, Vegan, Vegetarian?
Our range made with Natural Ingredients, Gluten Free and suitable for Vegetarians. Our Beetroot Crisps are also suitable for Vegans. You can find all the details on each product page.

Did you win any awards?
Over the years we have been awarded several prestigious Great Taste Awards by the Guild of Fine Food. In 2016 we were delighted to achieve a Gold Star for every one of our flavours.

 

I would like to stock your crisps in my shop, what do I do?
Fantastic! We are always on the lookout for new retail partners. Please email us at customer.care@leightonbrown.co.uk and we will get back to you with all the details.

MY ACCOUNT

Do I have to create an account with you?
Registering with us isn’t necessary and you can place an order without going through the sign up process. However, it is advisable for you to set up an account in order to take an advantage of these benefits.

Change your preferences
Update your payment information
Update address
View your orders
Manage your account password
Take part in competitions

Once you’ve registered, you can access your account at any time using the My Account link at the top of every page.

I’ve forgotten my password, can you help?
No problem! Use the ‘forgot your password?’ link at the login page, enter your email address and we’ll send you an email so you can reset your password and choose a new one.

Do I have to sign up to enter competitions?
Yes. We need your information to contact you if you win our competitions. By signing up you will also get early notifications of limited edition releases, exclusive offers and other promotions.

 

ORDERING AND RETURNS

I’ve ordered by mistake, what can I do?
Don’t panic, but act quickly! If you’ve not yet received an email notifying you that your order has been dispatched, please email us right now at customer.care@leightonbrown.co.uk with ‘Don’t send my order!’ in the subject box and, as long as your order has not already been processed, we will be able to sort it for you.

I’m not satisfied with my order, I want to send it back.
Your satisfaction is our top priority. If for whatever reason you’re not entirely happy with your purchase, as long as it’s not been more than 14 days since you received your item(s), you may be eligible for a refund. Please send an email to customer.care@leightonbrown.co.uk quoting your order number and your reasons for wanting to return your item.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

That’s not what I ordered!
Oh Dear! Did we do something wrong?
Please check your order confirmation and order dispatch emails. If what’s detailed there is not what’s with you, then we’ve made a mistake and we’re really sorry. Please email us at customer.care@leightonbrown.co.uk with ‘That’s not what I ordered’ in the subject line and we will sort it out immediately.

How do I redeem my coupon code?
Once you click “proceed to checkout” and fill in billing information, click “Next”. On the top of next page you will find a coupon code drop-down, enter your coupon code there and hit “Apply coupon”. Done!

 

PAYMENT AND SECURITY

Is it safe to order online?
Yes. When you input your name, address or credit/debit card details on to our website, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock Icon or a Key Icon next to the domain address of the page you are reading. When you use your card on our website, the credit card data entered into our payment form is never sent to our server. Instead, the data is sent directly to payment processor.

Which payment methods can I use?
We accept payments from all major credit and debit cards around the world, in all major currencies – and you can pay using your PayPal account. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

Please note: prices on this store are displayed only in UK pound sterling (GBP).
Please note: the account you use to make payment may charge you for buying in a different currency, so to ensure you don’t get any surprises, we recommend checking with your account provider first, before you buy anything.

What is MASTERCARD SECURECODE?
MasterCard SecureCode (or 3D Secure) is an added layer of security for online card transactions. A private code known only to you and your bank helps protect you against unauthorised use of your card. In simple terms, MasterCard SecureCode is chip and pin online.
For more information on MasterCard SecureCode, check out our guide here.

What is Verified by VISA?
Verified by Visa (or 3D Secure) is an added layer of security for online card transactions. A private code known only to you and your bank helps protect you against unauthorised use of your card. In simple terms, Verified by Visa is chip and pin online.
For more information on Verified by Visa, check out our guide here.

How will the charge show up on my credit card?
The charge for your order will appear on your card statement as: “www.leightonbrown.”

Should I use spaces or dashes when I enter my credit card number?
No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.

Does my billing address have to match the address on file with my credit card?
No. We are happy to ship to a different address, just tick “Deliver to a different address?” and add your details. You can also add a note with additional delivery information.

Why is my credit card being rejected?
There are many possible reasons for a credit card not being accepted, such as:

  • The card has expired
  • You have reached or exceeded your credit limit
  • You have exceeded your daily charge limit
  • Other technical problems beyond our control

If you have problems submitting your credit card payment you can contact Customer Care Team for help. When you contact us, it would be super helpful if you tell us any error message numbers you received.

 

SHIPPING AND DELIVERY

Do you ship worldwide?
We do! Currently we are adding more destinations. Please get in touch if your country is not on the list.

How long will it take for my order to arrive?
Simple answer is – it depends. Please visit our Shipping Guide to find country specific shipping times.

How much is your shipping?
You can use a calculator on the basket page. Just add a couple of details about destination and it will show you the shipping cost.

It’s been ages and my order is still not here! Where is it?
Oh NO! If it has been a week from the time indicated in our Shipping Guide, your order should be with you.

Before getting in touch, please check if you receive both an order confirmation email and an email confirming your order has been dispatched?

If you have both these emails, is the delivery address correct on both?

If you’ve checked the above and still believe your order is late, please drop us an email at customer.care@leightonbrown.co.uk with ‘Where’s my order?’ in the subject line and we’ll get back to you straight away.

We hope that helped. Have a great day!

JOIN OUR CRISP REVOLUTION!

We use our newsletter to engage with you, We run competitions with giveaways, send exclusive offers and keep you up to date with Leighton Brown news. We let you know where our upcoming tastings are, so you can come and meet us and we will certainly not sell your data to anyone!

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