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Ask Our Customer Service Team
Monday – Friday:9:00am - 5:00pm (UK time)
|+44 1482 610020|
Frequently Asked Questions
Where is my order?
You will receive a confirmation email immediately after ordering and then an SMS from Hermes when your order is out for delivery, usually 1-3 days after ordering. Customers will receive details of their expected delivery date from Hermes via email.
How much does delivery cost?
The cost of delivery varies by location & method. Our standard UK delivery fee is £4.99, but all orders over £30 qualify for free standard delivery (UK Mainland only). The delivery fee to Ireland and Channel Islands is £3.99. For full details, please see our deliveries page.
Which couriers do you use?
We use Hermes on all orders.
How long does delivery take?
Orders are typically delivered within 3-5 working days of being placed.
Can I change my order details after it has been placed?
Unfortunately, we are unable to amend orders after they have been placed as we generally dispatch orders soon after they have been made. This includes changing the products ordered, the delivery option, delivery address details or payment methods. If you need to change any of the details we would advise contacting our customer service team, requesting cancellation of your order, and then placing a new order once our team have confirmed cancellation.
If you do wish to cancel an order you must contact us as soon as possible after the order is placed. Due to how quickly our orders are dispatched we cannot guarantee all order cancellation requests. If your order is not cancelled in time, you can of course return the products to us for a refund. Unfortunately, we cannot cover the costs of returning products.
Can I use more than one discount code on a single order?
No. Only one discount can be used per order. Discount codes cannot be used on any of our Bundles which are already discounted.
Can I use my discount code on products that are on special offer?
No. Discount codes cannot be used in conjunction with any other offers or promotion.Discount codes can also not be used on any of our Bundles which are already discounted.
I forgot to use my discount code, is there anything I can do?
Unfortunately, once your order has been placed we are unable to manually add the discount.
How do I return my order?
Your rights to return goods are protected under the EU Distance Selling Directive.
In the event that you are not satisfied with your order you have the right to cancel within 14 days of the contract, or 14 days of receipt of the goods (whichever is the longer). If you do cancel your order, you will have your payment refunded, although if the goods have been delivered these will need to be returned first. Unfortunately we cannot cover the cost of return postage.
In the event we agree the return of a product, the product must not be opened in any way and must still be in original condition. Heat seals must not be broken.
To cancel/return an order, please contact our Customer Service Team here.
Please note, in order for us to create your refund you are required to send your tracking number to [email protected] advising us of your returned package.
Failure to do so may result in a lengthy refund delay while we investigate the location of your returned goods. For full information on our returns policy, please see our deliveries & returns page
How do I register?
You can register for a new account by clicking this link and filling out your details.
How do I change my account details?
First of all sign into your account using the sign in button at the top of the website. Now click My Account and from here you can view and change your name, email address, and saved addresses.
Are my personal details safe?
Yes, we use an SSL certificate on our website, secure all personal details, process card and bank details via PCI DSS compliant service providers.
How do I unsubscribe?
If you wish to unsubscribe from our email database, you can find the unsubscribe button at the bottom of any email we have sent you. Alternatively you can also contact our customer service team who will be happy to help. If you want to delete your account and any information we may hold for you, then our customer service team will be able to help with this as well.
The item I ordered is out of stock, why is it on the website?
Although we do everything we can to ensure that all products displayed on the website are correct, there can sometimes be the odd occasion where a slight delay can occur from website to stock system, resulting in the ability to order an item that is out of stock. If this does happen, a member of our customer service team will contact you with a suitable alternative or remove the item.
Can I order to a different address?
Yes, you can order your parcel to arrive at a different address. Some addresses however may have an additional cost in the delivery fee, such as Jersey, Guernsey, Ireland and Isle of Man. This fee will be displayed at the end of the order process before submitting your payment.
How will I know when my order is dispatched?
You will receive an email confirming the dispatch. An email will be sent via our courier service which also includes details of what time to expect your delivery and what to do should you not be in.
I have received damaged/faulty goods, what do I do?
If you have received damaged or faulty goods then please contact our customer service team as soon as you can so they can investigate this for you and provide a suitable solution.
PAYMENTS & DISCOUNTS
How can I pay for my order?
You can pay for your order using either Visa debit, Visa credit, Visa Electron, Solo, Mastercard, Maestro or PayPal.
How do I use a discount code?
You can use your discount code when at the basket or checkout stage of your order. There will be a section that says "apply discount code" and an "apply" button. Once added you will see the discount in the summary box below where you entered the code.
My discount code isn’t working, what can I do?
If your discount code is not working please first check that you have the correct spelling of the discount code. Check that there is not a trailing space after the code as well, as this can cause problems. Discount codes will also not work on any bundles, as these already have great savings. If you have checked these and you’re still having problems, then please contact our customer service team for further support.
Will I be charged VAT?
A majority of our products will have VAT included, but some products such as our Diet Whey Lean MRP products are excluded from VAT and therefore you will not be charged the VAT for this. No VAT is added on top of the price you originally see.
What do I do if I have not received my order?
Please contact our customer service team who will look into this for you.
How long will it take for my order to be delivered?
Deliveries within the UK take 3-5 working days to arrive. Deliveries outside of the UK can also take 3-5 working days to arrive.
Do you deliver outside of the UK?
We do not currently offer deliveries outside of the UK apart from Southern Ireland, Isle of Man, Jersey and Guernsey.
Can I change my delivery address?
Unfortunately, we are unable to amend orders after they have been placed as we generally dispatch orders soon after they have been made. This includes changing the products ordered, the delivery option, delivery address details or payment methods.
If you need to change any of the details please cancel your order by getting in touch with our friendly customer service team, and place a new one instead. If you do wish to cancel an order you must contact us on the same day your order is placed, as after this time we will be unable to prevent the order from being dispatched.
If you do not cancel your order in time, you can of course return the products to us for a refund. Unfortunately, we cannot cover the costs of returning products.
Do you deliver to BFPO addresses?
We do ship to BFPO addresses (with Royal Mail) but for active combat zones there is a strict 2kg weight limit (as with all deliveries to BFPO addresses), so please take this into account when ordering. All orders under this weight limit will be treated as standard UK orders. All orders over this weight will be priced incrementally according to their weight (£5 per 2kg increase). If you have any queries regarding a BFPO address, please contact our Customer Service Team who will be happy to assist with your order.
RETURNS & REFUNDS
What is your returns policy?
You can find details of our returns policy by clicking this link
How do I return an item?
If you need to return an item, please contact our customer service team who will be able to assist with the return.
When will I receive my refund?
If a refund has been issued, it can take 3-5 working days for your bank to process the refund. For further information on bank clearance timescales, please contact your bank.
I have opened my product and I don’t like it, can I return it?
Unfortunately, we are unable to accept returned products that have been opened or used.
Where can I find your terms and conditions?
You can find details of our latest terms and conditions policy here
How do your members / loyalty program work?
You can find details of the members program here
Are our products GMO free?
Yes, all PhD products are GMO free.
Is any alcohol used in any of the products?
No, we do not use any alcohol in our products or in the manufacturing process of our products.
Are your products Halal?
Yes, all PhD products are halal certified. A copy of our certification can be seen upon request.
What is the source of your BCAAs?
Our BCAAs are a mixture of animal and plant derived.
What type of gelatine do you use?
All collagen/gelatine used in PhD products is bovine derived and Halal. We do not use pork derived ingredients in any PhD products.
Are your products suitable for vegetarian/vegans?
We do have a variety of different products that are suitable for both vegetarians and vegans. You can identify which product is suitable with the identifiable markers in each product.
Can I use your products whilst pregnant/breastfeeding?
We would always recommend consulting with your GP or Midwife before taking any supplements. If your GP or Midwife requires further information about certain ingredients that we use, please contact our customer service team who will be happy to help.
I have taken VMX/Perform and I am getting a tingling/burning sensation in my face and arms, is this normal?
This can be a common side effect of the beta-alanine that is used in the product. The strength of the sensation can vary between people, depending on your level of sensitivity to beta-alanine. If you do feel that you are having a severe reaction to beta-alanine, we would recommend to stop using the product and consult your GP.