Health & Wellness Shop | Frequently Asked Questions

Question 1

Will I get an order confirmation?

Accepted Answer

Yes. We’ll email you to confirm your order’s been received and being processed by our team.

Question 2

How can I check an item is in stock?

Accepted Answer

Look for a green tick icon with an ‘in-stock’ label next to the price of your chosen item. This will show if it’s available to add to your basket.

Question 3

When will my product be back in stock?

Accepted Answer

If your chosen item’s temporarily out of stock, we will aim to get it back in stock as soon as possible, so please check back and order on your next visit.

Question 4

How do you approve pharmacy-line medicines?

Accepted Answer

When you add a pharmacy medicine to your basket, we’ll ask you to answer a few questions online so our pharmacist team can review your answers. This is to make sure it’s the best medicine for your needs.

Question 5

Has my product been discontinued?

Accepted Answer

Sometimes, brands may remove products from their range. When this happens, we do our best to stock similar products so you can find a replacement without too much hassle. Just use our search bar or browse the category to find the product you’re looking for.

Question 6

How do I change my login details?

Accepted Answer

To update your email address or password, visit your ‘My Account’ area and select ‘My Personal Details’. You’ll find the ‘Login Details’ section under your personal information and contact details. Update your email address, password, or both and select ‘Save Changes’.

Question 7

I've forgotten my password

Accepted Answer

Don’t worry, it happens! To securely reset your password, use the ‘Forgotten your password?’ link and follow the instructions.

Question 8

How do I update my personal details?

Accepted Answer

To update your personal details, including your home address and contact details, visit your ‘My Account’ area and select ‘My Personal Details’. Make any updates you need and select ‘Save Changes’.

Question 9

How do I update my payment details?

Accepted Answer

You can easily add a payment method by visiting the ‘Payments’ section of your account. Here you can add a new card, remove an old one, and set your default card. If you’d prefer to use PayPal or one of our other payment methods, you can choose your preferred way to pay during the checkout process.

Question 10

Can I see my order history online?

Accepted Answer

Yes you can. Login to view current and previous orders in your account dashboard.

Question 11

What payment methods can I use?

Accepted Answer

You can pay with all major credit and debit cards, as well as flexible payment options like PayPal Pay in 3. This allows you to spread the cost of your purchase over 3 interest-free instalments. See PayPal Pay in 3 full terms and conditions. Prefer to use Google Pay or Apple Pay? We offer these too!

Question 12

How can I track my order?

Accepted Answer

Easily track the progress of your order in your account dashboard. You’ll see how it’s progressing through each stage, from when we receive your order, right through to it being delivered using your chosen delivery method.

Question 13

How can I track my order?

Accepted Answer

Easily track the progress of your order in your account dashboard. You’ll see how it’s progressing through each stage, from when we receive your order, right through to it being delivered using your chosen delivery method.

Question 14

What delivery options do I have?

Accepted Answer

You can view our full range of delivery options over on our Delivery page, including information about next-day delivery and Click & Collect.

Question 15

What qualifies for free delivery?

Accepted Answer

We offer customers free standard shipping on orders over £30. This offer may vary at certain times throughout the year.

Question 16

Can I change my delivery address?

Accepted Answer

You can update your preferred delivery address in your ‘My account’ area. Unfortunately, once an order has been processed, we’ll be unable to change the delivery address you chose when you placed your order.

Question 17

What if my promotional code doesn’t work online?

Accepted Answer

If you’re having issues using a promotional code we sent you, please double check it’s validity when you’re redeeming it. Check if the promotional code has expired, is applicable for the product(s) you’re purchasing or if you’ve reached the required spend threshold, where applicable. You can also try copying and pasting it into the discount code box at checkout. If it’s valid and not working, please contact our customer care team on 0121 541 1800.If your code came from one of our affiliate partners, you can contact their customer services team.

Question 18

How do I cancel my order?

Accepted Answer

To cancel or amend your order, simply contact our customer care team on 0121 541 1800. Unfortunately, we’re unable to add items to an existing order but you can easily place another one and track both easily in your account dashboard.

Question 19

How do I return my order?

Accepted Answer

You can return your order within 28 days. Please contact us within 14 days of receiving your items to arrange a return. You’ll then have another 14 days to post the items back to us. For full information and details of exclusions, visit our Returns and Refunds page.

Question 20

How long will my refund take?

Accepted Answer

We aim to process your refund within 3-5 working days of receiving your item. Please be aware though, that it can take up to 30 days to receive your refund via the original payment method.

Question 21

Company T&Cs

Accepted Answer

View our full Company terms and conditions, which include information on Marketing and Consent, and Sales and Promotions.

Frequently Asked Questions

Placing an order

Will I get an order confirmation?

How can I check an item is in stock?

When will my product be back in stock?

How do you approve pharmacy-line medicines?

Has my product been discontinued?

My account

How do I change my login details?

I've forgotten my password

How do I update my personal details?

How do I update my payment details?

Can I see my order history online?

Payment and Delivery

What payment methods can I use?

How can I track my order?

How can I track my order?

What delivery options do I have?

What qualifies for free delivery?

Can I change my delivery address?

What if my promotional code doesn’t work online?

Returns and Refunds

How do I cancel my order?

How do I return my order?

How long will my refund take?

Terms and Conditions

Company T&Cs