Customer Service

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Terms and Conditions
• Payments and Billing

PLEASE NOTE: WE WILL NEVER AUTOBILL YOU FOR ANY ITEMS THAT YOU HAVE NOT ORDERED. YOU WILL NOT BE TIED INTO ANY CONTRACTS OR BILLING PLANS.

Payment and Checkout:

Credit Card Processing

We use online real-time credit card processing. Our gateway provider is PayPal Payments Pro. Website Payments Pro is a secure, reliable payment gateway. The payment gateway sends billing information to banks to authorize, process, and manage payments that come from online, mail, and telephone orders. Financial institutions require billing information for these orders to be transmitted through a certified, secure connection such as Website Payments Pro payment gateway from PayPal.

Error Message

I received the following error message what can I do?

"PayPal gateway has rejected request. This transaction cannot be processed (#10505: Gateway Decline)."

The error code in question refers specifically to a billing address mismatch. If the billing address does not match the address where the card statement is sent the transaction may be declined by PayPal. This is often caused by a recent move where the address on file has not been properly updated. There is a possibility that the card is linked to your PayPal account (if you have one) with a different address and PayPal is using that instead of the billing address you entered. Please note that it is not necessary to have a PayPal account to pay with a credit card and the message refers to the PayPal credit card payment gateway.

Billing Address

Since you are not here to sign for your credit card purchase, as online merchants, the only way we can verify your identity is to make sure your billing address matches what is on file for your credit card. This protects us from fraudulent transactions and you from identity theft. Please make sure the billing address you enter is the same address on file with your credit card company.

Shipping & Delivery:

Orders are dispatched within one working day (Monday - Friday). Orders by 3pm will be sent out the same working day (Monday - Friday) - This excludes weekends and Bank Holidays.

Delivery estimates (UK):

Free super saver delivery: 3-5 working days

1st class/recorded: 1-3 working days

Special Delivery: Next working day by 1pm (if ordered by 3pm GMT)

Delivery estimates (UK):

Europe airmail: 5-10 working days

Rest of the World: 7-21 days (depending on location)

Delivery estimates are not guaranteed (apart from special delivery), and can vary during busy periods. International deliveries outside of the EU may be subject to charges out of our control (i.e customs or local tax charges).

Privacy & Security:

Full privacy policy can be read here.

Returns & Replacements:

Any un-opened item can be returned within 14 days of receipt, under distance selling regulations. Any un-opened items after this date, but not more than 21 days may be accepted at our discretion.

Please note items that are not in a resellable condition or opened may not be returned for a refund for hygeine reasons. We are happy to use our discretion dependent on the situation.

We will accept opened returns for the following reasons:

• Item significantly not as described, i.e we have sent you an incorrect product, and you have not realised until the item was opened.
• Item is faulty (i.e item is out of date, capsules have split or are damaged).
• Other reasons based on our discretion.

A return authorisation request must be obtained by email or phone, prior to returning an item. Once a return number has been obtained, the item can be returned for the terms agreed.

Terms and Conditions:

Our products or statements are not intended to diagnose or treat medical conditions. We always recommend visiting your GP before taking any nutritional supplements.

We reserve the right to refuse service to any customer. No money will be taken on these occasions. While all statements and images on this website are intended to be 100% accurate, we reserve the right to withdraw any offers made in error.

Payments and Billing:

On occasions you may find your order rejected. You will receive an error code (i.e PayPal gateway has rejected request. This transaction cannot be processed #10505: Gateway Decline). The most common errors #15005 and #10505 are often related to you entering an incorrect Billing Address at checkout. If the Billing Address does not match the address where your card is registered to, your transaction will be declined. Once declined, we are unable to complete the transaction or take any funds.

Depending on your Bank, you may notice a declined transaction on your online Bank Statement. Please note if you received an error message, these are not actual charges, but authorisation requests. As the transaction was rejected, these funds will not leave your account. These authorisation requests will then disappear by themselves within a week.

If you have any questions about this policy, don't hesitate to contact us.