Operating hours, response time expectations, and what happens to queries received outside the working week.

Working hours

All Nutribl teams operate Monday to Friday. The fulfilment team works 9am to 3.30pm on Fridays so that the day's orders can be picked, packed, and dispatched before the courier collection. The design and general support teams work 9am to 5pm Monday to Friday. We are closed on weekends and standard UK bank holidays.

Bank holidays

We follow the standard England and Wales bank holiday calendar. Common closures include New Year’s Day, Good Friday, Easter Monday, the early May bank holiday, the spring bank holiday, the summer bank holiday, Christmas Day, and Boxing Day. Where a bank holiday falls on a weekend, the substitute day applies. We do not run a separate Christmas to New Year shutdown beyond the bank holidays themselves - the team is back at work between Boxing Day and New Year as normal.

Outside working hours

Queries received in the evening, at weekends, or on bank holidays are picked up on the next working day. Lead times quoted for trade orders are based on UK working days only - see lead times on trade orders for the full detail. The fulfilment team finishes at 3.30pm on Fridays, so any fulfilment-related action that needs same-week processing should reach myorder@nutribl.com before then; queries received later on Friday will be picked up on the Monday.

Response time expectations

During working hours, you can expect a reply within one working day for most queries. The exact speed depends on which inbox you write to and what you are asking. The table below sets out what to expect by team.

We aim to acknowledge queries the same day where possible, even where a full answer needs more research. If you have not heard from us within one working day during the working week, check your spam folder, then resend or chase via hello@nutribl.com.

What slows responses down

A few things tend to extend reply times:

• Multiple inboxes copied. Pick the most relevant inbox and send to that one only. Cross-posting between hello, design, and myorder slows triage rather than speeding it up.
• Vague queries with missing detail. A question without an order number, SKU, or account reference takes longer to research. Include the relevant identifiers up front.
• Peak periods. Around major UK trading events (Black Friday week, the run-up to Christmas, January launch season) volumes are higher and replies may take an extra working day.

Out-of-hours and urgent commercial issues

We are a business-hours operation. We do not run a 24/7 support desk and we do not commit to weekend or evening cover. If you have a genuine commercial emergency outside working hours, your account manager may pick up an email or call ad hoc, but this is goodwill rather than a service commitment - please do not rely on it for time-sensitive escalations.

If something is genuinely urgent and time-critical, the best way to make sure it gets attention is:

1. Send a clear, short email during working hours with all the relevant detail (order number, SKU, what you need, by when).
2. Use the right inbox for the team that owns the issue - see the table above.
3. If you are working to a fixed deadline (a client pickup, a launch date, a campaign launch), say so explicitly. We can usually flex around a real deadline if we know about it in advance.

A note on order lead times

Reply times and order lead times are different things. Reply times are how quickly you hear back from us. Order lead times are how quickly we ship a private label order once it is placed and ready to fulfil. Standard private label stock orders dispatch within 4–5 working days from the point payment is received and artwork is approved. For more on order lead times specifically, see lead times on trade orders.

Have a question we have not answered?

Email hello@nutribl.com during working hours and we will get back to you within one working day.