Delivery And Returns
We want to get your premium supplements into your hands as quickly and smoothly as possible. Because we operate a fast, efficient fulfillment centre, we have a few clear guidelines to ensure your order arrives safely.
Here is exactly how our shipping, tracking, and returns process works.
📦 Dispatch Times
We work quickly to get your orders out of the door.
- Same-Day Dispatch: Orders placed before 2:00 pm (UK time, Monday to Friday) are normally sent out the very same day (excluding English public holidays).
- Late Orders: If you order between 2:00 pm and 3:30 pm, we will still try our absolute best to get it out that day. If we can't, it will be dispatched the next working day.
- Next Day Delivery: This applies to working days (Monday–Thursday). Orders placed on a Friday using Next Day delivery will arrive on Monday. If you need a Saturday delivery, we highly recommend choosing Royal Mail Tracked 24.
- Holiday Closures: If we are closed for holidays, we will always display a pop-up notice on the website. Your order will ship the day we return.
📍 Tracked Delivery & Security
Every single parcel leaving Oxyhealth is fully tracked. Our couriers use GPS tracking to verify exactly where and when your package was dropped off.
- High-Density Addresses: If you are shipping to a block of flats, a business address, or a property with multiple residents, GPS can sometimes only track to the building rather than your specific door. For peace of mind, we strongly recommend choosing a "Signed For" service so it ends up in your hands only.
- Delivery Disputes: If the courier's GPS marks the item as delivered but you can't find it, please let us know within 7 days. We can open an official Royal Mail investigation to check if it was left with a neighbour or family member. Regrettably, Royal Mail will not accept lookup requests after 7 days, so we cannot investigate claims made past this deadline.
- High-Value Orders: We may automatically upgrade higher-value orders to a signature-required service at no extra cost to you. If you aren't home, please ensure you collect it from your local sorting office before they return it to us.
- Returned Packages & Restocking Fees: If a package is sent back to us because it wasn't collected, the address was incorrect, or it was undeliverable, a restocking fee of 10% (minimum £5.95 for single items, £9.95 for multiple items) will be deducted from your refund. This simply covers the direct costs our fulfillment centre charges us to unpack, inspect, and restock the items. Original postage costs are non-refundable.
- Service Upgrades: We reserve the right to upgrade or amend your shipping method behind the scenes if your chosen carrier is restricted in your area or doesn't offer enough insurance coverage for your goods. Any change we make will always be equal to or better than what you selected.
- Highlands & International: Deliveries to the Scottish Highlands may take one extra working day. International shipments may be opened and inspected by customs authorities.
🔎 Tracking Your Order
Because we ship a high volume of parcels every day, our team isn't able to manually monitor individual shipments for you.
When your order leaves us, you will receive a dispatch email with a unique tracking number. Please keep an eye on this number to follow your parcel's journey.
🛑 Cancelling or Changing an Order
Please check your details carefully before hitting buy. Because our warehouse team often picks, packs, and bags your order within 10 minutes of receiving it, we cannot accept cancellations or changes after 2:00 pm for orders shipping that day.
Once items are sealed into the mail bags for courier collection, it is physically impossible for us to open them and look for an individual parcel. If you need to cancel, please email us as soon as possible before the 2:00 pm cutoff. If the order has already been packed by our team, standard picking and restocking fees will apply.
🔄 Returns & Refunds
Under the UK Distance Selling regulations, you have 14 working days from delivery to change your mind and return your purchase.
- The Condition: Because these are health supplements, we can only accept returns if the products are entirely unopened, completely unused, with the plastic cellophane and bottle security seals 100% intact, and in a perfectly re-sellable condition.
- Return Shipping: Unless we made a mistake with your original order, return postage is at the customer's expense.
- How to Start: Ready to send something back? You can quickly submit your return request using our portal:
(Note: If you use a specific Shopify returns app like Loop or Returnly, you can replace the link above with your custom app URL).
❓ Lost or Missing Goods
If your parcel hasn't arrived within 7 days of receiving your shipping email (or 28 days for international orders), please call or email our team immediately so we can help.
- Time Limits for Claims: You must report a missing package to us within 28 days for UK orders (and 35 days for International orders) so we can lodge a claim. We cannot process refunds or replacements outside of this window.
- Our Replacement Guarantee: Royal Mail technically does not consider a parcel "lost" until 15 days have passed. However, we don't think you should have to wait that long. Once you send us a quick email confirming the item hasn't arrived, we will fast-track a replacement package out to you (please note that international orders must wait the full 28 days).
- If the Original Package Arrives Late: Your replacement box will have "Replacement" written clearly on the front. If the original "lost" package shows up late after we've sent a replacement, please do not sign for or accept it. It will automatically be sent back to us at no cost to anyone. If you do sign for and keep both, you will be responsible for the cost of the second item or the return postage.
- Helping with Royal Mail: If Royal Mail writes to you to confirm the loss of the parcel, please reply to them directly to verify the claim is genuine. This allows us to recover our costs and keeps our prices fair for everyone.
- Damaged or Missing Items inside the Box: If your package arrives but an item is damaged or missing from the inside, you must notify us within 24 hours of delivery.
- Safe Places: If you instruct a courier to leave your parcel in a designated "safe place," the courier's delivery confirmation ends our liability. We cannot accept responsibility for items that are lost, stolen, or tampered with after being left in your safe place.
