Delivery Policy

Your Health Store aim to provide the very best service to our customers. However once we hand over to our delivery partners there can be unexpected delays due to issues in their systems. If you experience issues with your delivery in the first instance please speak with your local Royal Mail office to ensure they have not attempted delivery. If you still need assistance you can contact us by clicking the link below. 

Customer Services

This policy outlines our delivery fees based on shipping location and order value. This policy also states exceptions, returns and damaged goods.

By placing an order with us you agree to the terms set out in this policy. Our team may refer you to this policy following a complaint. If you still need assistance you can contact us by clicking the link below. 

Customer Services

Order Processing 

Our team process orders Monday – Friday with collections scheduled with our courier partners Monday – Friday. For orders placed on a weekend (Saturday/Sunday/Bank Holidays) we will aim to dispatch these on the next working day.

We always aim to pick and pack orders same day however in busier periods we ask you allow up to two working days.

We use Royal Mail for our delivery service. Both state 24hr and 48hr delivery however this begins when the item is collected from our store. We aim to dispatch within 24hrs but please allow up to 48hrs in busy periods.

Royal Mail collect from us at 2:30pm weekdays. If you order late afternoon on a Friday or at the weekend your order will be dispatched the following week.

Limitations

We always endeavour to provide the service shown at checkout however if this service is unavailable to us for any reason, we reserve the right to substitute this service for another.

We do not guarantee timed deliveries. Whilst we will always endeavour to dispatch your order as soon as possible we cannot guarantee a third party’s service.

Our team work to pack orders in the same day however for busier periods we ask you allow up to two working days for pick and packing before dispatch.

Once your parcel is handed over to our delivery partner, we are unable to cancel, amend or refund your order. We are also unable to compensate for any delays that our delivery partner may incur. Examples of delays could be adverse weather, vehicle maintenance, fuel shortages, cyber-attacks, strikes or any other operational impact.

Returns

We accept returns for unopened items within 14 days of your order being placed. The buyer is responsible for the return postage and adequate packaging of the item. Should the item return damaged we reserve the right to withhold a refund.

If an item has been opened then unfortunately we are unable to process a refund. Please send your returns to the below address. 

Your Health Store
Unit C4, Brockbank Avenue
Lune Industrial Estate
Lancaster
LA1 5XW 

Failed Delivery

Due to running a fully automated system we are unable to verify every address despite having multiple systems in place to verify customers enter a valid address. Should the incorrect address be provided during checkout and items returned to us by our courier service there are two options available to our customers as follows:

  1. Refund: We will refund you for your order minus a restocking fee of £3.75
  2. Redelivery: We will send out your order again to the correct address using our standard delivery which is chargeable at £3.50.

You can contact the team should the item return to us and we will ask your preference regarding the above options. This section also applies to parcels not collected from Royal Mail depots. 

Promotional and Partial Returns

For orders made during promotional periods, such as "Buy 1 Get 1 Half Price" offers, the return policy works slightly differently. If you choose to return one item from the pair purchased in such promotions, the refund will correspond to the price of the half-priced item. This is because the remaining product in your possession then accounts for the full-priced item you initially purchased.

Damaged Goods

We accept that from time-to-time goods may arrived damaged. You are responsible for contacting us within 7 days of receipt of delivery to advise of a damaged order. Anything reported outside this window will be subject to an independent review.

If you experience any issues with your order in relation to damages, then please email customer services.

Customer Services

Pricing and Destinations

UK Shipping Pricing

Royal Mail Tracked (2-3 Working Days)
Uses Royal Mail Tracked 48hr

Delivery is not guaranteed within the select timeframes but provided as advisory. Royal Mail SLA (service level agreement) requires up to 7 working days for delivery.

Order Value: up to £24.99: £3.50

Order Value: £25+ FREE DELIVERY

 

Royal Mail Tracked Express (1-2 Working Days)
Uses Royal Mail 24hr Tracked

This service has a flat rate of £4.99 no matter the order value.

This service is expedited but Royal Mail nor Your Health Store guarantee the delivery of your parcel within 24hrs and Royal Mail SLA advises up to 5 working days for delivery.  

If you are experiencing delays to your delivery please make contact with your Royal Mail depot to ensure they have not already attempted delivery. If you need assistance our team is always happy to assist so please email us on the below address. 

Customer Services

 

This policy was last updated on 11/12/2023 by Ryan Melling