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MYSUPPLEMENTSHOP LTD

Leicester, UK

Customer Service Times
Monday - Friday
9am - 4pm

UTC

Returns, Refunds, and Exchanges

Please Read Our Return, Refunds and Missing Parcels Parcel Policy Carefully:

Return:

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags and seals still attached / intact, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can do this from your dedicated account page, alternatively contact us at hello@mysupplementshop.co.uk.

Please note that returns will need to be sent to the following address::

MYSUPPLEMENTSHOP Customer Returns

c/o Health Pharm Fulfillment
Units 2-3 Victoria Buildings
Saddington Road
Fleckney
LE8 8AW
United Kingdom


You can always contact us for any return question at hello@mysupplementshop.co.uk.

Customer Error and Return Postage

At My Supplement Shop, we understand that mistakes happen. If a parcel is returned to us due to customer error, whether it's an incorrectly provided address or a failure to coordinate with the local delivery office for redelivery or collection, we want to ensure clarity regarding the postage cost and resending of items.

Refund for Postage Cost:

Unfortunately, in cases where the return is a result of customer error, we do not provide a refund for the initial postage cost incurred. We encourage our customers to double-check and confirm their delivery details during the order placement to avoid any complications.

Resending the Item:

If the customer wishes to have the item resent, a second postage charge will be applied. This is to cover the costs associated with processing and dispatching the item again. We want to be transparent about this process to ensure that our customers are well-informed about any additional charges that may arise from such situations.

Preventing Issues:

To prevent any inconvenience, we recommend carefully reviewing the delivery information provided during the checkout process. Verifying the accuracy of the address and ensuring that someone is available to receive the parcel can significantly reduce the likelihood of returns due to customer error.

If you have any questions or concerns regarding this policy, please feel free to reach out to our customer service team at hello@mysupplementshop.co.uk. We are here to assist you and provide further clarification on any aspect of our returns policy.

Customer Responsibility for Address Accuracy

At My Supplement Shop, we prioritize the prompt and accurate delivery of your orders. To facilitate this, it is essential that the shipping address provided at the time of order placement is complete and accurate.

Address Verification: Customers are solely responsible for verifying the accuracy of the shipping details provided. This includes ensuring that all aspects of the address, including street name, number, postal code, and any applicable unit or apartment number, are correct and formatted properly.

No Refund or Reimbursement for Address Errors: Please be aware that once an order has been shipped, we cannot modify the shipping details. In instances where an order is shipped to an incorrect address due to an error or omission on the part of the customer, My Supplement Shop will not be responsible for any loss incurred. Furthermore, no refund or reimbursement will be provided for such orders. This includes, but is not limited to, orders that are lost, returned, or incorrectly delivered due to incorrect address details.

We urge customers to review their shipping information thoroughly before finalizing their orders. In the event of an error in the shipping address, please contact us immediately at hello@mysupplementshop.co.uk. While we will make every effort to accommodate changes prior to shipping, we cannot guarantee that modifications will be possible once the order is processed.

Your understanding and cooperation in ensuring the accuracy of your shipping details are greatly appreciated and are crucial in helping us deliver your orders efficiently.

Postage and Handling Policy for Unclaimed Items and Customs Fees

At MYSUPPLEMENTSHOP Ltd., we strive to ensure that your purchased items reach you promptly and efficiently. However, there are instances when items are held at customs or remain unclaimed, leading to potential return and additional costs. This policy outlines our approach to handling such situations to ensure clarity and fairness for all parties involved.

Unclaimed Items

  1. Notification of Held Items: Customers will be notified by the carrier or customs office if their item is held for any reason, including the need for payment of customs fees or additional information. It is the customer's responsibility to respond to these notifications and fulfill any requirements to release their item.
  2. Holding Period: Items will be held for a specific period, as determined by the carrier or customs office. If the customer does not claim the item or respond to customs fee demands within this period, the item may be returned to sender.
  3. Return Postage: In the event that an item is returned to MYSUPPLEMENTSHOP Ltd. because it was unclaimed or due to unpaid customs fees, the return will travel via economy mail and may take up to 8 weeks to arrive back at our facility.
  4. Reshipment: If the customer requests the item to be reshipped after it has been returned to us, the customer will be responsible for paying all associated reshipment costs, including any applicable customs fees, handling charges, and additional postage.
  5. Refunds: No refunds will be issued for items that are returned to us unclaimed or due to unpaid customs fees. Customers may choose to have the item reshipped at their expense as outlined in point 4.
  6. Liability: MYSUPPLEMENTSHOP Ltd. is not responsible for any loss or damage that occurs to items that are unclaimed or returned due to unpaid customs fees. We will do our best to ensure the item is packaged appropriately for its return journey, but we cannot guarantee the condition of items upon their return.

Customs Fees

  1. Customer Responsibility: It is the customer's responsibility to be aware of and pay any customs fees or import duties associated with their order. MYSUPPLEMENTSHOP Ltd. has no control over these charges and cannot predict their amount.
  2. Failure to Pay Customs Fees: If a customer fails to pay the required customs fees and the item is returned to MYSUPPLEMENTSHOP Ltd., the customer will be responsible for any return shipping costs and will not be eligible for a refund on the original purchase.

By placing an order with MYSUPPLEMENTSHOP Ltd., customers agree to the terms outlined in this policy. We appreciate your understanding and cooperation in ensuring a smooth and efficient delivery process.

How can customers return your products?

  • By mail

How will customers get the return label?

  • For defective products: Download/print
  • For customer remorse: Customer responsibility

What is the restocking fee?

  • No restocking fee

The product conditions that we allow for returns:

  • New

Acceptable reasons for returns include:

  • The product is defective or damaged.
  • The product is not as described.
  • The product was delivered late.
  • The customer changed their mind and no longer wants the product.
  • The customer received the wrong product.
  • The customer is unhappy with the product for any other reason.
  • Sale items can be refunded

For UK customers, you can initiate a return from your account page. For international returns, please send us an email with your name and order reference.

If you don't have an account with us or encounter any issues with your order, please contact us at hello@mysupplementshop.co.uk. In case your order arrives with missing items or is damaged, kindly email us as soon as possible with your order number, a photo of the item's condition, and photos of the packaging. We will address these on a case-by-case basis and strive to provide a satisfactory solution.

Exchanges

No exchanges are available for supplements. However, exchanges are available for clothing and accessories, provided they are unopened/unworn and in a resalable condition.

Return Shipping

If the return is due to our error, we will cover the cost of return shipping by sending a printable label. If you have changed your mind, you will be responsible for covering the return shipping cost.

Return Processing Time

Return processing time is 3-5 business days.

Return Exceptions

All supplement/perishable items are not eligible for returns.

Refund Process

Refunds are processed via the original payment method you used during the checkout process, either through Shopify Payments or PayPal. These platforms handle all payment aspects of transactions on our site, ensuring security and ease of use.

For refunds processed through Shopify Payments, the refunded amount is deducted from your next available payout. While the refund might be labeled as Pending for up to 2 business days, please note that it can take up to 10 business days for the refunded amount to appear in your account. This duration is subject to your bank or card issuer's refund processing time.

If a refund seems delayed, you can request the Acquirer Reference Number (ARN) from us, available for all Shopify Payments refunds sent to a Visa or Mastercard. You can then provide this ARN to your bank or credit card provider to help them trace the transaction.

For PayPal transactions, the refund process is handled according to PayPal's standard policy.

Cancellation Policy

Customers can cancel their order at any time before dispatch by contacting us by email.

For any further questions, feel free to reach out to us at hello@mysupplementshop.co.uk.

Missing Parcels

1. First, Check with Your Local Delivery Service

Experiencing a delay or issue with your delivery? Your first point of contact should be your local final mile delivery partner. They're the ones who last handled your parcel, and they have the most up-to-date information about its status. Using the tracking number provided at checkout, you can directly access real-time information about your shipment.

Here’s why this approach is beneficial:

  1. Proximity: They’re closest to your parcel’s last known location.
  2. Efficiency: They have the most recent tracking information.
  3. Speed: They can initiate immediate resolutions.

Please find below the list of our final mile delivery partners. Use your tracking number on their site to inquire about your parcel:

2. Get in touch

If you’ve already reached out to your local delivery partner and still need assistance, please email us at hello@mysupplementshop.co.uk with their response. Our customer service team will take over the investigation, working alongside our shipping partners to locate your parcel and provide updates.

If your parcel has been marked as delivered but you haven’t received it, please complete a Declaration of Non-Receipt. This is a crucial step that will help expedite the claims process and allow us to resolve the issue more effectively with our shipping partners.

Received the Wrong Item, Problem with your Item or Items Missing?

If you have received an item that is different from what you ordered, the item has an issue or if there are items missing from your parcel, we understand that it can be frustrating. Rest assured, we are here to assist you in resolving this matter as quickly and seamlessly as possible. To help us better understand and rectify the situation, please follow the comprehensive steps outlined below:

Step 1: Document the Exterior

Before opening the package, take clear and detailed images of the exterior box and labels from various angles. We recommend capturing images that clearly show the following:

  • The entire exterior of the box.
  • Shipping labels, including any tracking numbers or barcodes.
  • Any visible damage or signs of mishandling on the package.

Examples of acceptable images are provided below:

Example Photo 1
Example Photo 2
Example Photo 3
Example Photo 4
Example Photo 5
Example Photo 6

Step 2: Inspect the Contents

Once you have documented the exterior, carefully open the package and inspect its contents. Check the items inside against your order invoice or packing slip to ensure that they match your expectations. If any items are missing or if you have received incorrect products, please proceed to the next step.

Step 3: Submit Your Images

You can share the images you captured with us in the following ways:

  • Utilize our Live Chat feature on our website to send the images directly to our support team.
  • Email the images as attachments to hello@mysupplementshop.co.uk.

When submitting your images, please ensure that they are clear, well-lit, and include any relevant details that can assist us in identifying the issue. The more information you provide, the quicker we can resolve the situation.

Step 4: Our Response

Our dedicated support team will promptly review the images and your complaint. We take these matters seriously and will work diligently to rectify any errors or discrepancies. Depending on the nature of the issue, our response may include:

  • Reshipping the correct items to you with expedited shipping.
  • Providing instructions for returning the incorrect items (if necessary).
  • Offering a refund or store credit, as applicable.

We apologize for any inconvenience you may have experienced and thank you for your cooperation in resolving this matter. Your satisfaction is our top priority, and we are committed to ensuring you receive the products you ordered in a timely and accurate manner.

For further inquiries:

If you have any further questions, please contact our customer services at: hello@mysupplementshop.co.uk.

29 Netherfield Dr, Sapcote, Leicester LE9 4NG, United Kingdom.

Phone: +44 (0)20 3740 1275

Excellent transaction super delivery prices great will definitely use again well done

Theo Charalambous

Very pleased with purchase, I was kept informed of dispatch and delivery. Purchase arrived well packaged and in excellent condition. Thank you

Anne Allsop

The product was a good price compared to other companies. The delivery was quick and I could track the package.

Frances Battley

Very good and efficient service for our delivery to France. Only downside - we had to pay VAT and customs charges for the package to be delivered.

Brian Hull

Shipping and Returns FAQ

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.

Carbon-neutral shipping with Shopify Planet
Carbon-neutral shipping on all orders
24,698kg
shipping emissions removed
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63226
miles driven by an average gasoline-powered car
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