Delivery Information
How long does it take to process and ship an order?
Orders are typically processed within 1 to 2 business days, excluding weekends and holidays. You will receive a notification with your tracking number once your order has shipped.
What shipping methods are available?
We use Royal Mail, DPD, DHL, and Spring GDS for shipping. The choice of the carrier depends on the item's weight, contents and destination
How long does it take for UK deliveries to arrive?
UK transit times vary depending on the service chosen and environmental factors, but typically range from 1 to 5 days (Monday - Saturday).
What should I do if my order hasn't arrived within the estimated delivery timeframe?
If your order hasn't arrived within the estimated timeframe, please contact us for assistance. We will investigate and provide support to ensure your order reaches you.
Can I change my shipping address after placing an order?
Unfortunately, once an order has been processed (When you receive a tracking number by email), we cannot modify the shipping address. Please double-check your delivery details during checkout to avoid complications.
I can't find my tracking number. Where can I locate it?
You can find your tracking number in the email notification we sent when your order shipped.
International Shipping
Which postal services handle international deliveries to specific countries?
We partner with various postal services for international deliveries, including Royal Mail (UK), Australia Post (AU), Canada Post (CA), La Poste (FR), Deutsche Post (DE), USPS (US), Emirates Post (AE), Japan Post (JP) and Saudi Post (SA).
How long does it take for international orders to clear customs?
The duration for customs clearance varies by country and can be affected by various factors. We recommend monitoring your tracking information for updates on the customs process.
How are international shipping charges calculated?
International shipping charges are weight-based and will be calculated during the checkout process. You can use our shipping calculator on the basket page before proceeding to checkout.
What happens if my order is subject to import duties and taxes in my country?
Import duties and taxes are the responsibility of the customer and may be incurred when your shipment reaches your destination country. We are not responsible for these charges.
How can I track the status of my international order?
You will receive an email notification with a tracking number when your order ships. You can use this tracking number to check the status of your order. Please allow 48 hours for tracking information to become available.
Are there any additional charges besides shipping fees for international orders?
Your order may be subject to import duties and taxes in your destination country, which are your responsibility as the customer. These charges are not included in the shipping fees.
Returns and Refunds
What is your return policy?
We offer a 7-day return policy. To be eligible, the item must be unopened, unused, with tags, seals, and in its original packaging.
How can I initiate a return?
You can start a return from your dedicated account page for UK customers. For international returns, please email us at hello@mysupplementshop.co.uk with your name and order reference and reason for return. Please include as much information as possible in this request to allow us to best assist you.
How are refunds processed, and how long does it take?
Refunds are processed via the original payment method. It may take up to 10 business days for the refunded amount to appear in your account, depending on your bank or card issuer but these usually appear within 3-5 working days worldwide.
What if I received the wrong item or items are missing from my order?
If you received the wrong item or items are missing, please follow our step-by-step instructions and contact us with images and details. We will work to rectify the situation promptly.
Can I return opened or used items for a refund?
To be eligible for a refund, items must be unopened, unused, with tags and seals, and in their original packaging. Unfortunately, opened or used items cannot be returned for a refund.
I received a damaged product. What should I do?
If you received a damaged product, please contact us at hello@mysupplementshop.co.uk with your name, order number, and photos of the damaged item and its packaging. We will assist you in resolving the issue promptly.
