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Q - I live outside the UK, can I order from you?
A - In short, yes! We can send to pretty much anywhere in the world but do check out our delivery information about making sure the products will pass through customs in your country.
Q – How much will delivery cost?
A – The cost of postage will vary depending on where you live, how heavy your order is and how fast you want it. Shipping costs are calculated at checkout - see below for a rough guide;
1st Class @ £2.89 (cheapest option but can be more if your order is heavy.)
Tracked 48 @ £2.99 (only slightly more expensive than 1st Class and has the security of tracking, plus you aren’t bound by weight restrictions.) Royal Mail Tracked 48 service has a delivery aim of two working days for over 94% of postcodes. This means certain postcode areas will receive a three-day service
Next day services are available via Royal Mail or DHL.
All prices depend on weight and location.
Airmail – prices start around £4 but this service is not trackable and can take up to three weeks.
Airsure / International Signed For – prices start around £8 and this service has the added security of tracking.
DHL / Courier – prices start around £18.
Q – When will I receive my order?
A – We aim for same day dispatch for order placed before 4pm (3pm on a Monday) and we achieve this target in 98% of occasions. There will be times when we are out of stock of an item but we will always do our best to let you know of any significant delays.
UK customers will usually receive their orders within 5 working days maximum. If you haven’t received your order, check your dispatch email as there may be a link with tracking which will help you locate your parcel.
Customers outside the UK can receive their orders the next working day if they have selected the appropriate shipping method. Typically, the majority of our customers will receive their orders within 14 working days. If you haven’t received your order, check your dispatch email as there may be a link with tracking which will help you locate your parcel.
Q – Can I return my order?
A – We accept returns of unopened products up to 30 days from the date of receipt. If there is a problem with your product, please notify us by email or phone as it may not be suitable to return an opened item.
Orders returned without prior approval and/or outside the 30 day window may be subject to restocking fees or be void for refund.
Please note, pro-biotic and special order items are not accepted for returns unless specifically authorised.
Q – I have an account but I can’t log in, I’m getting frustrated!
A – We usually find this is when customers are using the wrong username. If we set up your account, we will nearly always use your email address but when you create the account yourselves, you may have opted for something altogether more fancy! If in doubt, check to see if you kept the email when your account was created.
Q – When I pay by PayPal, I keep getting sent back to your website, why?
A – Once you have logged in to PayPal, you will be referred back to our site to confirm the postage method and process the order. The final stage of the order indicating it has been placed successfully is an order number on screen and confirmation being emailed.
Q – I have a referral code, where do I enter this?
A – Usually, all referral codes are to be inputted when viewing cart in the coupon code field.
Q – I haven't received an order confirmation by email but I know the order went through as I got an order number.
A – The wonders of modern technology mean the email probably went into your junk/spam folder. Check there and hopefully your email will be waiting.