This page contains the most frequently asked questions about our customer service. You can find our full terms and conditions here.
Safety of staff and customers
We continue to monitor the coronavirus outbreak and want to reassure all of our customers that we are still open and operating as normal; and will continue to do so for as long as we possibly can.
We are fortunate to manufacture on site and are currently coping with production levels in response to increased demand. As a company, we continue to maintain our very high standards as we produce Nutristrength products under strict guidelines of GMP & HACCP certification in our state-of-the-art cleanroom facility. Should you wish to find out more about our manufacturing standards, you can read more here.
- Phone lines
We also have as many staff members as we can working to take phone orders and pack deliveries to be sent out to you, whilst taking every precaution to keep our team safe and well. As a result, the phone lines are incredibly busy, so it may take longer than usual to get through to us; if you are struggling to reach us, you can email us at email@example.com and we will do our best to respond within 24 hours.
- How to order
You can still order online, or by phone by calling: +44 (0) 1380 814786. However, we ask that you place your order online via our website where possible, rather than over the phone as this better enables us to continue to work safely and prioritise calls from the vulnerable and elderly who may not be able to order online.
At this difficult time, we urge you to be patient with us; we are experiencing an exceptionally high volume of orders. We are still dispatching the majority of orders either the same or next working day after an order is placed, however, we are aware that couriers are under a huge amount of pressure, so your order may be slightly delayed and not match the speed we normally pride ourselves on. You will receive an email confirmation once your order has shipped.
- UK orders
While Royal Mail 1st Class post is estimated at 1-2 working days, COVID-19 is affecting delivery times in a lot of areas. Royal Mail states that an order can take up to 10 working days to be delivered in the UK and, as a result, we ask that you do not contact us for a delivery estimate unless it has been over 10 working days since the delivery estimate has passed, as we will only be able to assist after this time.
For more information on how Royal Mail is adapting in light of COVID-19, please see royalmail.com/coronavirus for the latest updates.
Royal Mail has announced a temporary change to postal arrangements on Saturdays, which could lead to further delays to Royal Mail deliveries, you can read more here.
- International orders
Some international deliveries are experiencing delays as a result of the implications of COVID-19, which are out of our control including quarantine restrictions and additional border controls in some countries. If your order is not with you within 20 working days, please contact us at firstname.lastname@example.org and we will do everything we can to resolve this. Royal Mail Airmail does not offer any tracking information to us as a company or to customers, unfortunately, if you would like a tracked service, DHL is available as an option at checkout.
Shipping & Delivery
Nutristrength aims for same day dispatch for all orders placed before 3pm, Monday to Friday. Any orders made after 3pm will be processed and dispatched the following working day. A working day is any day excluding Saturday and Sunday. Whilst we get the majority of orders shipped on the day they are placed, this is not guaranteed to happen. If items are out of stock, or during busy periods, it may take longer than usual to ship your order but we will do our best to advise you of the situation.
Nutristrength uses a range of different service providers to ship your order, but the most common are Royal Mail and DHL.
Postage charges are:
All UK orders over £40 are shipped with free postage.
International orders will be sent via a tracked courier service. Charges will vary dependent on weight and delivery location but you will be notified of the shipping cost before you complete the order.
International orders may be subject to duties or taxes on delivery in the destination country. Nutristrength is not responsible for these charges and customers are expected to check with their local relevant authority to determine any liabilities before placing an order.
Nutristrength operates from 8:30am to 5:30pm, (GMT) Monday to Friday (excluding public holidays). Orders can be placed any time, online via our website. Should you make a purchase outside of working hours the order will be processed and shipped the following working day.
Do I need to register to place an order with Nutristrength?
Should you wish to place an order via phone our sales team will always be happy to take your call.
Missing or damaged goods.
If you receive damaged goods when your order is delivered, or if you do not receive your order at all; please contact us immediately. If you are able to, please document the damage to the goods to help expedite resolution. Contact one of our sales advisers and they who will resolve your issue. The number to contact us on is 01380 814786.
Nutristrength will accept returns for any unopened goods that are returned within one month of purchase. Before returning any item please contact one of our sales advisors to acquire a returns number as a reference for your return. Without an allocated returns number we will not be able to process your return.
If you are returning an item to us, you are responsible for paying the cost of the returns postage. If you are retuning an item which is faulty, then you will not be asked to pay the cost of returning the item in accordance with the Distance Selling Regulations.
Privacy & Security
What we collect
When you shop on this website, you will be asked to input personal information such as your name, email address, billing address, delivery address, telephone number, product selections and a password.
We may also collect the following information:
- Demographic information such as postcode, preferences and interests
- Other information relevant to customer surveys and/or offers
For the exhaustive list of cookies we collect see the List of cookies we collect section.
If you report an adverse health event occurring following the use of our products, we have a legal requirement to process this sensitive personal health data.
We do not store credit or debit card information.
Your use of our website
We collect information about where you have come from on the internet and how you are accessing the site (for example, the URL you came from before you visited this website and your IP address), your browser type, your geographical location, the pages of our website you viewed during your visit, any advertisements you may have clicked on to get here, and any search terms that you entered. We may collect this information about all visitors, even those who do not register with us. For more information, see our the cookies we collect below.
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- To process your orders, from delivery to payment, to process any returns and to manage your account.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information where you have opted in for us to do so.
- To prevent or detect fraud and abuse of our website.
- To comply with statutory regulations.
You can sign up to receive marketing communications from us using the online sign-up form; when you register for an online account there is an opt-in tick box found during the checkout process. If you opt-in, you consent to receive information from us about products, promotions or special offers that we feel may be of interest to you. These may be sent by email, mail or telephone.
How to unsubscribe from all marketing communications
You can unsubscribe by calling our Customer Services Team on +44 (0)1380 814786, you can email email@example.com, write to the address shown below, or click the unsubscribe link on any email you receive.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
Information about our customers and site visitors is kept on a secure server and we fully comply with all applicable UK data protection and consumer legislation. Any personal information that you give us and any information we use to identify you, is held in accordance with our registration with the Information Commissioner's Office.
SSL and encryption technology
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use internet standard encryption technology to scramble your personal data when you give it to us. This is done through the use of Secure Socket Layer (SSL) technology and we are constantly review/update this functionality to provide you with the maximum level of security.
Additionally, we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our e-payments processor for authorisation by your bank.
Any sensitive health data reported is maintained in a secure location.
How long do we keep your information?
To make sure we meet our legal data protection and privacy obligations, we only hold on to your information for as long as we actually need them for the purposes we acquired them in the first place (as set out above). In most cases, this means we will keep your information for as long as you continue to shop with us or use our services, and for a period of time afterwards if you stop doing so, to see if we can invite you to visit us again. After that we will either delete it or anonymise it so that it cannot be linked back to you.
Where there is a regulatory requirement to hold your information this statutory requirement will be met. Different retention periods apply for different types of data, however the longest we will normally hold any personal data is 6 years.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Disclosure to third parties
If we are requested by the police, or any other regulatory or government authority investigating suspected illegal activities, to provide your personal information and/or user information, we will do so.
Should a customer report an adverse health event following the use of our products, we have a statutory requirement to process this sensitive health personal data and inform the appropriate regulatory authorities if the event is designated as serious. In the case of international customers this data may have to be reported outside the European Economic Area ("EEA") to appropriate international regulatory bodies. In this instance their privacy policies are reviewed in line with this policy.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Our acceptance of your order
By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.
5 Eastcott Common
This page was last updated on May the 5th, 2020.