FAQs

Where are you based?

We dispatch from our dedicated EU warehouse and have offices in London.

 

Do you ship to my country?

We ship to all European countries.

 

Do you have a high street store?

No we are an internet only based company.

 

How can I pay for items?

We accept all major credit cards and PayPal. However, is neither is possible we also accept bank transfers and can also take payments over the phone.

 

Do I have to pay additional import VAT or Duty?

We ship directly from our EU dedicated warehouse, therefore all countries inside the EU will not pay any additional VAT or Customs charges. If your country is not in the EU then charges will apply.

 

Tracking orders?

Tracking information is provided with all orders via email on the day the order dispatches, and its absolutely essential you use the tracking details to track your orders journey. It is the customers full responsibility to track their order from start to finish to avoid delays, or to liaise with customs for Non EU countries. 

 

What happens if I'm not in when the order arrives?

If you are not in when your order arrives the delivery drivers normally leave a card. You can then either re arrange delivery or collect the items in person at your local depot. However, sometimes a card is not left, so it is vital that you track your order from start to finish to avoid delays or the possibility of the order being returned to us back at the warehouse.

**Please read carefully below for extra info on EU & NON EU orders**

We use a fully tracked priority courier service for all European orders, which is a normally a fast Mon-Fri 3-5 day service. The courier service for your country will attempt to deliver the order as quickly and efficiently as possible, however its essential that you use the tracking details sent to you at the time of dispatch via email in case a card is not left by the courier, or there are customs issues to deal with in the case of non EU countries. If the courier is unable to deliver for whatever reason your order will generally be held in one of their local depots for around 3 days, and in this case the customer is expected to liaise with the courier to get the delivery rescheduled. In the case where there is difficulty finding the address, or the customer is likely to be away for an extended period, we would expect the customer to get the order redelivered to another address. In the event that the order is returned to us from an EU country, and the customer has not taken the necessary action as mentioned above to find a suitable solution there may be a returns shipping fee charged to cover the cost of receiving the order back into the warehouse. If the order is returned to us from a non EU country and the parcel is detained/destroyed or there is simply too much paperwork/litigation to get the items returned then no refund will be offered. However, Non EU countries will be entitled to a refund less the cost of shipping plus any other customs or VAT charges associated with receiving the goods back into our EU based warehouse. Therefore Non EU countries order entirely at their own risk. Please note there will also be a further postage charge applied if the order is returned to us at the warehouse and the customer wishes to have it resent.

 

How long do deliveries take?

Most European countries are around 3-5 business days.

Orders placed before 12 noon are usually dispatched the same day.

 

Can I return items?

Yes, as long as they are unopened and the returned item is received within 30 days of purchase. Once the return has been received at our warehouse we will then offer a full refund minus the postage costs. The customer is also expected to pay the postage cost for the return of any unwanted items.

 

Does the Healthy Start Pack contain all of the nutrients I need?

The Healthy Start Pack contains the 90 essential nutrients and is the building blocks for a nutritional supplementation program. However there are specific products added to make up the other packs that deal with specific health concerns.

 

Can you advise me on the supplements I need to take for my health issue?

The best place to source up to date information for specific health conditions is by listening to the latest dead doctors don't lie shows. However, we can also source specific protocol information for you directly through one of the original formula developers. Simply call in or email us for further info.