FAQs regarding your order and the current COVID-19 outbreak
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FAQs regarding your order and the current COVID-19 outbreak

Will I get my order?

Yes. We are working as hard as we can under the current Government guidelines to continue shipping orders where stock is available. We are maintaining social distancing and shift patterns to keep the office and fulfilment environments as safe as possible for staff.

Will my order be delayed?

Possibly. As with all business during this time we are experiencing some disruption from our suppliers which is causing delays. You can check the status of your order on your Statement tab on My Account, which will detail any products that are either on order, despatched or previously received. We are trying to keep the despatch date information as up to date as possible but circumstances are changing daily. If your delivery date changes we will inform you by email. Your credit / debit card will only be charged when your items are due to be despatched. Please do not contact our customer service team for more information on delivery times – they only have the same information that you can find online.

When will my card be charged?

We only charge your card on despatch of your item. You can place your order confident in the knowledge that even if there is a delay in delivery, you will not be charged until your order is on its way.

Can I check my statement online to see if I have any payments outstanding?

Yes you can, please click here to view your statement.

Can I return my order for a refund / replacement?

Of course, you are fully covered by our 30 Day Money Back Guarantee. If you would like to return a delivery, please either contact your Personal Consultant or our team on 0330 900 1180.  We will then arrange for a courier to come to your address and collect the item to be returned to us by the next day, when a full refund will be given.

Is it safe to receive a delivery?

Most of our deliveries are made by Royal Mail who state: Public Health England has advised that there is no perceived increase in risk of contracting the new coronavirus for handling post or freight from specified areas. From experience with other coronaviruses, we know these types of viruses don’t survive long on objects, such as letters or parcels. (Royal Mail, 20 March 2020) Royal Mail and other courier companies have also placed a number of social distancing measures in place to avoid infection risk.

If I still need to contact you what should I do?

Our customer service team are mainly working from home which makes it more difficult for them to answer calls or letters. So please visit our general FAQ's for more help. to contact us. Alternatively you can get in touch with us by email, messenger, phone or post.

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