Deliveries & Returns
If you have any questions about delivery please read this page and we hope to answer any questions you may have from before you order until your order arrives. Our two most common delivery questions are:
- Q. How do I get free delivery?
Free Delivery is on orders over £45 - delivery is £2.95 under this and if the order is small you can pay an extra £2 for courier delivery which is guaranteed next working day within most of the UK (excl highlands & islands).
- Q. I ordered yesterday and my delivery isn't coming today - why?
Delivery is next working day - whilst we do pack and process orders over the weekend our courier only delivers Monday - Friday. Please be aware also that the cut-off time for same-day dispatch is 3pm. We do often pack beyond this point but cannot guarantee this as it depends how busy we are on each given day. Please also check if you've ordered a non-stock product as described below.
1) Before Ordering
Please Be Available To Accept Your Delivery!
It is the responsibility of the customer to arrange delivery to an address where they will be available to sign for the parcel - we provide a fully tracked service with UK Mail and if you keep track of this then you can have a 1 hour window to take your delivery. You can track this with your consignment number on the following page: UK Mail - Manage My Delivery
For small orders (generally under 1.5kg but this can vary depending on the dimensions of the product) we use Royal Mail First Class Recorded service. From our experience First Class is a next day service the vast majority of the time but can take 1-3 working days. On occasion due to the huge volume of mail that Royal Mail process this can take longer but this is very rare - if the time from dispatch to delivery is over 7 working days please get in touch and we will chase this up for you and may be able to send a replacement.
Dispatch Time - IMPORTANT
Before placing an order please check the dispatch estimate on the product you are ordering. Our products are split into two categories; those we stock all of the time in large quantities and those that we don't carry in stock at all times (because they are less popular for example). This is indicated on the product page by the lead time label - you can see two examples in the image to the left.
If you order a product which isn't a stock item this will delay the whole order until the stock arrives. Don't worry if you miss this on the product page as there is a reminder on your order confirmation. The lead time is an estimate and will vary from brand to brand - if you would like to know exactly when you will have your order just send us an email with your order number and we will get back to you with an accurate delivery date.
It is important to be aware that 3-5 working days means that weekends are not counted towards this; bank holidays are also not included. This is because we are not open at these times to place orders and our distributors are not open to receive or dispatch them. This is especially important around large holidays such as Christmas and Easter where non-working days can bunch up to make orders seem to take much longer.
United Kingdom: Orders over £45 will be dispatched with FREE delivery within the UK. Orders under £45 will be charged £2.95, or £4.95 if you have upgraded to courier delivery for a small product. N.Ireland see below.
Highlands & Islands: Customers in N.Ireland and Scottish Highlands/Islands and the Isle of Man and Scilly Isles and Isle of Wight will qualify for the free delivery but will not get next day delivery - this is a courier delay and there is unfortunately nothing we can do to speed this up!
Northern Ireland: Orders under £45 will be charged £9.95 for N.Ireland - this is due to the signifiant extra courier costs to N.Ireland. Spending over £45 will get free delivery as in the rest of the UK. Delivery by courier is a 2 working day service.
Republic of Ireland: Deliveries to the Republic of Ireland are £9.95 under £100 and FREE over £100 - delivery is usually 2 days but may occasionally take slightly longer.
2) During the Delivery Process (Where is my order?)
Once your order has been dispatched you will receive an email to let you know along with a tracking number for the respective courier used. If your order has been shipped using UK Mail you will be able to track the order every step of the way using your consignment number. If you need to query something on the delivery you should call Elite Eco Logistics on: 0845 0171107 or email: firstname.lastname@example.org
If your order has been shipped using Royal Mail then you will only be able to see when the order has been dispatched, and when it has been delivered. If you are aware that an order has been dispatched please keep an eye on the tracking page in the following days as if the parcel can not be delivered for any reason and nobody chases it up then it will be returned to us and there will be a charge for re-sending it.
3) Once Delivered
Your order has arrived - fantastic! If everything is fine then enjoy the product and if you get a chance please leave a product review to help other shoppers once you have tried it. If you have a problem with delivery we're sorry and it will probably be one of the following...
My Order is Damaged: While we try our very best to make sure your order gets to you in perfect condition by wrapping sensitive products in bubble wrap, and filling out every box as much as possible it is a fact of life that some things get damaged in transit. If this is the case first of all please don't throw out the product as we may need to collect it. Secondly please take a photo of it and email it over to email@example.com with the subject line 'Damaged Order - ORDER NUMBER' with your order number in the subject in place of 'ORDER NUMBER' for example 'Damaged Order - 123456' - this will enable us to look up your order details much quicker and allow us to get the problem sorted as soon as possible. If you have ordered using PayPal then your PayPal transaction ID is your order number - use this instead. Please be aware that we must have this information within 5 days of you receiving the order or we will not be able to replace or refund the product.
My Order is Wrong: While this is very rare (we like to make sure you get the right thing!) we can make a mistake. If you have the wrong product please get in touch as soon as possible - we will require you to send the incorrect product back before we can send the replacement, but we will reimburse you for the postage paid and generally send you a delicious protein bar or two to make up for the inconvenience.
You Haven't Answered My Question!
My apologies! Please email the question over to firstname.lastname@example.org and we will make sure it appears on this page soon!
If the product is in a resaleable condition - in original, unopened packaging then we will accept a return and you can either exchange the product or get a refund. Please contact us prior to sending something back so that we can advise you on the correct action to take.
Please note that magazines and short-dated / clearance stock are non-returnable unless they are damaged and signed for as damaged. You have 28 days to return any item and you must have the receipt (you can print a receipt from your 'My Account' section if you have lost the original) and it must be in re-saleable condition.
When returning any item we advise you send it by recorded delivery - this ensures that if the item gets lost in the mail you will be able to claim for the loss. It is your responsibility to ensure the item gets to us and we cannot be responsible for anything that is lost in transit while being returned.