FAQ’s

  • General
  • Products & Services
  • Website & NudgeStore Account
  • Delivery & Shipping
  • Technical Help & Support
  • Returns & Refunds
  • Discounts & Promotional Codes
  • Security & Privacy

General

Q. What is DnaNudge?

A. DnaNudge is a retail based, on-the-spot genetic testing service that provides product recommendations suited to your DNA to promote a healthy lifestyle.

Q. How large is your food product database?

A. Our Nutrition database has over 500,000 products and is updated regularly so this number is growing all the time.

Q. Can I use my Dnaband to scan products overseas?

A. Our nutrition database is currently UK-based, although it does contain a large number of international brands that can be found globally. We are constantly adding to our database and expanding our international capabilities to increase our global coverage.

Q. When was DnaNudge launched?

A. DnaNudge was launched commercially in November 2019 with the launch of our flagship store in London's Covent Garden. This was followed in December 2019 with pop-up counters in John Lewis/Waitrose and in June 2020 with the launch of our online NudgeStore.

Products & Services

Q. What is the DnaBand?

A. The DnaBand is a wearable device that stores your digital DNA and helps you make healthier choices by personalising your shopping with your DNA, monitoring your lifestyle and connecting and matching to friends.

Q. How do I choose the correct DnaBand size for me?

A. To choose the correct size of DnaBand use our simple size guide. Our Small size fits wrists approximately 130-160mm and our Large size fits wrists approximately 150-180mm. If you are between sizes choose a Small if you prefer a snug fit or Large if you prefer a looser fit.

Q. My wrist measurement is too large for a DnaBand can I still buy your product?

A. Unfortunately our DnaBand only comes in Small or Large at the moment. We are looking to develop additional sizes in the near future.

Q. What is the DnaBand made from?

A. Our DnaBand is made of Thermoplastic Polyurethane (TPU). This is a strong, highly elastic, abrasion resistant material resistant to heat, oil and grease.

Q. Where can I find safety information about your product?

A. Safety information regarding our products can be found here or by scrolling to the bottom of our web pages and clicking on 'Safety Information'.

Website & NudgeStore Account

Q. Why is DnaNudge only available to UK customers online at the moment?

A. Our nutrition database of over 500,000 products in primarily UK-based at the moment, although it does contain a large number of international brands that can be found globally. We are constantly adding to our database and expanding our international capabilities to increase our global coverage. We will announce the addition of new countries to our service in the near future.

Q. When I order a Nutrition Pack online what will I receive in my postal package?

A. You will receive a box containing your colour and size choice of DnaBand (or Dnabands if you ordered more than one), your colour choice of DnaCapsule (or DnaCapsules if you ordered more than one), an easy-to-use cheek swab kit (and additional kits if you've ordered multiple tests), consent forms to be filled in and returned, and a pre-paid return envelope to send the swabs back to us for testing.

Q. How quickly will I get my results from the online service?

A. When you order online we'll send you our easy-to-use cheek swab kit - it takes just a minute to use - then simply return it to us using the pre-paid envelope in the kit. Once we have your returned swab it's processed in store and your results are uploaded to your App. This whole process, including postage, normally takes around 5 working days.

Q. I have a discount code how do I use it online?

A. The discount must be entered at checkout and, once verified, any discount or promotion applicable will be applied to your purchase. Please be careful when entering your code as they are case sensitive. Any code must be entered correctly and within the valid promotional period for the discount to be applied. If a code is no longer valid or is entered incorrectly no discount shall be applied.

Q. What is a NudgeStore account?

A. A NudgeStore account allows you to easily and quickly track new orders, view details of previous orders, find information on products and services, and download support documents or instructions for use.

Q. How does my App account differ from my NudgeStore account?

A. Your NudgeStore account, should you choose to set one up, is totally separate to and not connected with your App account. The NudgeStore account is purely to help you track new orders, view details of previous orders, find information on products and services, and download support documents or instructions for use.

Q. How can I see what I've ordered before?

A. You can find this information in the email we will send you confirming each order or by logging in to your NudgeStore account, should you have set one up.

Q. How do I change the email address on my NudgeStore account?

A. Simply log in to your NudgeStore account and choose 'edit personal details' to update your account information.

Q. How do I change the postal address on my NudgeStore account?

A. Simply log in to your NudgeStore account and choose 'edit personal details' to update your account information.

Delivery & Shipping

Q. Who do DnaNudge use for shipping?

A. We use Royal Mail first class postal service for the dispatch of all UK online orders.

Q. How do I know that my order has been dispatched?

A. When we've packed and dispatched your order we'll send you an email with a tracking number for your parcel. If you ordered multiple tests or products we may send these in more than one parcel, in this case you will receive tracking numbers for each parcel dispatched.

Q. How long will my order take to arrive?

A. We aim to dispatch all orders as quickly as possible. Orders received before 3pm, on a normal working day, are normally dispatched the same day. Orders placed at a weekend or on a Bank Holiday are normally dispatched on the next working day. We will send you an email to let you know when your order has been dispatched. Please allow 2-4 working days after the receipt of this email for your order to arrive. In the unlikely event that you've not received your order within 5 working days, please contact our Customer Services team for assistance.

Q. Are there are delays to deliveries due to Covid-19?

A. Royal Mail are aiming to deliver as normal during these unprecedented times, but advise that delays may occur to some items due to staff shortages arising from the pandemic. Please allow a little extra time for your delivery to arrive during these times. We thank you for your patience and understanding.

Q. Will I get a tracking number for my delivery?

A. Yes, we will provide you with a Royal Mail tracking number for each parcel that makes up your delivery. This information will be sent via email once your order has been dispatched.

Q. Do I have to pay postage to return the swab to you?

A. No, we include a prepaid envelope in your test kit for the return of your swab sample.

Technical Help & Support

Q. How do I ensure that my DnaBand is always up-to-date?

A. To get the best from your DnaBand and App we recommend syncing twice a day. This ensures you'll always have the very latest database and software updates, product recommendations and your latest sitting time.

Q. How long does the DnaCapsule last between charges?

A. Under normal use – with your DnaCapsule in Green DnaBar mode + a sleeping time set to 8 hours + an average of 50 product scans per day - your DnaCapsule battery should last for around 4 days after a full charge.

Q. How long does it take to charge the DnaCapsule?

A. A full charge, from empty, should take around 88 minutes.

Q. How do I set up my DnaBand?

A. Download your DnaNudge App from the iTunes or Google Play App store and set up your account. Make sure your DnaBand is charged. Turn your DnaBand on. Go to the DnaNudge App and and follow the instructions on the screen.

Q. How do I sync my DnaBand?

A. Make sure your phone's bluetooth is on. Press the button on your DnaBand once to turn it on. Head to the Lifestyle tab on your DnaNudge App and press 'sync', holding the phone and the App close together.

Q. Why won't my DnaBand device sync?

A. Make sure your DnaBand is charged and your phone's bluetooth is turned on.

Q. Why isn't my DnaBand charging?

A. Please ensure that there is no dust or dirt in the places where the charger and the capsule connect. Make sure the DnaBand charger is properly connected to a USB port.

Q. How do I turn my DnaBand on and off?

A. Press the button once to turn the DnaBand on. The LED will flash red, green, then blue. Press and hold the DnaBand to turn the DnaBand off. The LED will flash red.

Q. Why does the DnaNudge App ask for my location?

A. We request access to your location so we can develop our service, including showing you relevant product alternatives that are located near you and that are suited to you. Google changed its permission requirements beginning with Android OS 6.0. As a result, the locations permission is necessary to sync your DnaBand with your Android device.

Q. Do I need to pair my Android device to my DnaBand?

A. Pairing is not required to sync to DnaBand.

Android 10 connection issue

On mobile devices using Android 10 there is a known issue with the devices being able to connect to the DnaBand. This is caused by an issue within the Android system and is seen across other wearable devices. Fortunately, by following the below instructions, it is possible to resolve this issue and use the DnaNudge Service without hindrance.

  1. If using the DnaNudge App for the first time please open the DnaNudge App, select the ‘Get Started’ option and complete the steps to register for the App and verify your email.
  2. If you have already registered within for the DnaNudge App, then please uninstall and reinstall the DnaNudge App from the Play Store and sign into your account.
  3. The DnaNudge App will request access to your device’s location, please deny permission for location.
  4. Next the DnaNudge App will request that you grant it access photos and media, please allow permission for this access.
  5. Next navigate out of the to the home screen of your device by pressing the bottom centre home button.
  6. Navigate to your device’s ‘Settings', then 'Location', then 'App permission'
  7. Scroll down to the apps that have been denied location permission, select DnaNudge and allow location access permission.
  8. Return to the DnaNudge App.
  9. Select the ‘Connect a DnaBand’ and proceed to use enjoy the DnaNudge Service!

Q. What happens to my data if I lose my DnaBand?

A. Do not worry if you lose your DnaBand. Your data is encrypted in the DnaBand and can only be synced with your own App account. You can buy a new DnaBand and set it up through your App account.

Q. How do I contact support?

A. If you have any questions about the DnaNudge service, you can contact us at: customerservices@dnanudge.com

Returns & Refunds

Q. What is your refund policy for online orders?

A. You can request a refund up to 14 days after the date of purchase, providing that you haven't used and returned the swab for testing. If this has occurred your test has been processed and we cannot issue a refund. All unused items must be returned to us, in their original packaging, before a refund can be issued. The cost of return postage in this instance is your responsibility and we strongly advise requesting a proof of posting receipt. Our full Terms & Conditions can be found by clicking the link.

Q. How do I request a refund for an online purchase?

A. To request a refund please fill in our refund request form - click the link here to find the form and start the refund process. Once we've received the completed form and checked it's eligibility, you'll be issued with a refund number and will receive a refund request acknowledgement email. Please be aware that refunds cannot be given if you've used and returned a swab for testing, see our full Terms & Conditions.

Q. Where do I return my items for a refund?

A. All items to be refunded should be returned, in their original packaging, to the following address:
Online Returns
DnaNudge
30 James Street
LONDON
WC2E 8PA

Q. How long does a refund take to process?

A. Once we have received your returned items we aim to process your refund within 3-4 working days. The refund will be credited back to the original payment card/method.

Q. Can I request a refund once my swab sample has been tested and/or my results have been received?

A. No, unfortunately if you have used and returned a swab to us your test has been processed and we cannot issue a refund. Our full Terms & Conditions can be found by clicking the link.

Discounts & Promotional Codes

Q. Do you offer a discount for NHS employees?

A. We are pleased to offer all NHS employees at 15% discount online and in our store(s).
Online - To qualify you must register using your official NHS email address and then enter the code NudgeNHS15 at checkout. Once we have verified your credentials the discount will be applied to your purchase (excluding postage and packing).
In store -  To qualify you must show a valid official NHS security pass/badge to our in store team. Once verified, the 15% discount will be applied to your purchase.

Q. Do you offer student discount?

A. We are unable to offer student discount online at the moment, but are pleased to offer a 10% discount to students in store, on production of a valid NUS card.

Q. I have a discount code how do I use it online?

A. The discount must be entered at checkout and, once verified, any discount or promotion applicable will be applied to your purchase. Please be careful when entering your code as they are case sensitive. Any code must be entered correctly and within the valid promotional period for the discount to be applied. If a code is no longer valid or is entered incorrectly no discount shall be applied.

Security & Privacy

Q. Where can I details of your security and privacy policies?

A. Full details of our security and privacy policies can be found in our Terms & Conditions click the link for details or scroll to the bottom of our web pages and click on 'Terms & Conditions'.

Q. Where can I find details of your cookie policy?

A. Full details of our cookie policy can be found here or by scrolling to the bottom of our web pages and clicking on 'Cookies'.

Q. Where can I find safety information about your product?

A. Safety information can be found here or by scrolling to the bottom of our web pages

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