Question 1

I haven't received an order confirmation

Accepted Answer

Your confirmation email is sent within a few minutes of checkout. If it hasn't arrived, check your spam and junk folders first, that's where it lands nine times out of ten. Still nothing? The email address may have been mistyped at checkout. Send us your full name and the order total below and we'll find your order and resend it.

Question 2

How can I find my order number?

Accepted Answer

Your order number is always in the confirmation email we send right after you check out. If you can't see it in your inbox, please check your spam or junk folder as it may have landed there. To avoid missing important updates like your confirmation and tracking emails, always use an email address you check daily when placing your order.

Question 3

Can I cancel or change my order?

Accepted Answer

Our system begins preparing your order the moment it's placed, so we're unable to cancel or make changes once checkout is complete. This is how we're able to guarantee FREE next-day delivery for all UK customers. We know this may be frustrating, but the good news is your order will be with you very quickly. To avoid any issues, we always recommend double-checking your items, flavours and delivery address before confirming your purchase. Once your order is confirmed, we are unable to make any changes.

Question 4

Can I change my delivery address after ordering?

Accepted Answer

For security and speed, we're unable to change addresses once an order is placed. Our system begins processing right away to ensure next-day delivery. Please always double-check your address details before confirming your order. Once your order is confirmed, we are unable to make any changes.

Question 5

I accidentally bought the offer shown after checkout

Accepted Answer

The limited-time offer that appears after checkout is a separate, immediate purchase and it can't be cancelled once accepted. If you believe something has gone wrong, get in touch with your order number and we'll take a look at your case individually.

Question 6

My basket or checkout isn't working

Accepted Answer

Try clearing your basket, refreshing the page and adding your items again. If you're on a saved or shared link, open the site fresh instead. If it still won't go through, tell us what you're seeing, a screenshot helps, and we'll get it sorted.

Question 7

Where is my order?

Accepted Answer

As soon as your order is dispatched, you'll receive a confirmation email with your tracking link. All our parcels are fully tracked, so you can follow your delivery every step of the way. Most UK orders arrive the very next day, even on weekends and bank holidays. At peak times, such as sales or holidays, delivery may take an extra day, but we'll always keep you updated.

Question 8

How much is delivery and how long does it take?

Accepted Answer

Delivery is FREE and next day across the whole of the UK on every order, with no minimum spend. Place your order by midnight and it will be delivered to you the next day, even at weekends.

Question 9

Where do you deliver?

Accepted Answer

We deliver right across the UK, free and next day: England, Wales, Scotland and Northern Ireland, with no minimum spend. Shopping from Ireland, the EU or the US? Choose your region on our website to reach your local store with local pricing and delivery.

Question 10

Where are you based?

Accepted Answer

We're proudly based in the UK. All orders are shipped directly from our warehouse in the North West of England, so you can count on fast, reliable delivery to your door.

Question 11

What if I'm not home when my order arrives?

Accepted Answer

Our courier will usually leave your parcel in a safe place, with a neighbour or attempt redelivery. You can manage your delivery preferences directly through the tracking link provided, which will be sent to your email address.

Question 12

Sometimes there are delays, but we always deliver

Accepted Answer

We send everything out for free next day delivery, and the vast majority of orders land right on time. Every now and then, especially during really busy times, bank holidays or bad weather, a parcel can run a little late. It is uncommon and never intentional, so please bear with us. Your order is always on its way and your tracking link shows the latest estimate. If your parcel has not moved for more than two working days, message us with your order number and we will chase the courier for you.

Question 13

What if my order arrives damaged or incorrect?

Accepted Answer

Every order is securely packed and checked before it leaves our warehouse. If your parcel arrives with visible damage, or there is a genuine error with your order, contact us through the form on this page within 7 days of delivery. You must include your order number and clear photos of the outer packaging, the shipping label and the product. Claims without supporting evidence cannot be processed. Please note: all claims are subject to investigation. Only verified issues are eligible for a replacement.

Question 14

Tracking says delivered but I don't have my parcel

Accepted Answer

We take every report of a missing parcel seriously. Before contacting us, you must complete the following checks, as they resolve the large majority of cases the same day: Check your porch, side gate, bin store, shed and any safe place you have set with the courier. Ask everyone in your household, your neighbours and, in a flat, your reception, concierge or post room. Open your tracking link and review the proof-of-delivery photo, which usually shows exactly where the parcel was left. Wait until the end of the delivery day, as couriers sometimes mark parcels as delivered shortly before they arrive.

Question 15

I've checked everywhere and it's still missing

Accepted Answer

Contact us within 7 days of the delivery date with your order number and full delivery address, and confirm you have completed every check above. We will review the courier's proof of delivery, photo and GPS data. Where a parcel cannot be located, you will be asked to complete a signed denial-of-receipt declaration so we can open a formal investigation with the courier. We cannot progress any claim without it. Investigations can take up to 10 working days. Any resolution is issued only once the investigation is complete.

Question 16

An item is missing from my order

Accepted Answer

Larger orders are sometimes split across more than one parcel, so check your dispatch emails for a second tracking number first. If an item is genuinely missing, contact us within 7 days of delivery. You must send photos of the box from the front, back and both sides, the shipping label, and everything you received laid out together, and confirm which item is missing. Every order is weighed and checked before dispatch, and all missing item claims are verified against our warehouse records before any replacement is sent.

Question 17

I received the wrong item

Accepted Answer

Contact us within 7 days of delivery with your order number and a clear photo of the item you received, including the label. Please do not return anything until our team has replied. Items sent back without prior agreement cannot be processed.

Question 18

How do you handle suspected fraud or false claims?

Accepted Answer

We are committed to treating every customer fairly, and we take fraud extremely seriously. Every claim for a missing, stolen, damaged or incorrect order is reviewed against courier tracking, proof-of-delivery photos, GPS data, parcel weights and our warehouse records. We reserve the right to: Request additional evidence, including photos, a signed declaration or a police crime reference number for stolen parcels. Refuse a refund or replacement where a claim cannot be verified or the evidence does not support it. Decline claims from accounts with a pattern of repeated missing, stolen or damaged order reports. Cancel orders and refuse future orders where we suspect fraudulent activity. Share information with couriers, payment providers and the police to investigate and prevent fraud.

Question 19

I think my parcel was stolen

Accepted Answer

We are sorry to hear this. If you believe your parcel was taken after delivery, please report it to the police and obtain a crime reference number. Then contact us within 7 days of delivery with your order number, full delivery address and the crime reference number. We will review the delivery evidence with the courier. Once a courier confirms a parcel as delivered to the correct address or chosen safe place, responsibility passes to the customer. Every case is reviewed individually and we reserve the right to refuse a replacement or refund where the delivery evidence is clear.

Question 20

What can I return?

Accepted Answer

For health and hygiene reasons, our food products can't be returned, exchanged or refunded once they've been delivered, even unopened. That covers SLIM Meal Replacement, Fat Burning Protein Powder and Clear Whey Protein Powder. Bundles, promotional items, discounted or limited-time offers and free gifts are also final sale. Everything else can be returned if it's unused, unopened, fully resaleable and all original seals are intact.

Question 21

How do I start a return?

Accepted Answer

Eligible returns follow four simple steps: Contact our support team below within 14 days of receiving your order to tell us you'd like to return. Once we've acknowledged it, send the items back within 14 days, and within 28 days of your original purchase date overall. Pack everything securely and use a tracked service. Keep your proof of postage and share the tracking number with us. We'll email you once your return has been received and inspected at our warehouse.

Question 22

Do I have to pay to return something?

Accepted Answer

Yes. We don't offer free returns, so the cost of return postage is yours to cover. A £4.99 processing and handling fee is also deducted from your refund. Please pack your return carefully, if it reaches us damaged because of poor packaging we may not be able to refund it.

Question 23

When will I get my refund?

Accepted Answer

Once your return has been received and inspected, allow 2 to 5 business days for the refund to reach your original payment method. Your bank may then take a little longer to show it on your statement.

Question 24

Can I get a refund if I don't like the taste or don't see results?

Accepted Answer

We formulate everything to the highest standard and we're proud of how our powders taste and mix, but every body and every palate is different. We don't offer a money-back guarantee on results, and we can't refund based on personal preference around taste, flavour or texture. If something tastes or looks genuinely wrong, that's different, tell us and send a photo, and we'll investigate the batch straight away.

Question 25

What payment methods do you accept?

Accepted Answer

We offer a range of safe and secure payment options, including: Debit and credit cards PayPal Klarna Clearpay Apple Pay and Google Pay

Question 26

Are my payment details safe?

Accepted Answer

Yes. Our website uses SSL encryption and trusted payment providers to ensure your details are always secure. We never store sensitive payment information.

Question 27

Do you offer discounts or loyalty rewards?

Accepted Answer

Yes! We regularly run promotions, and you can also save by ordering bundles. Keep an eye on our emails and homepage for the latest offers. If you haven't done so already, sign up to our newsletter for exclusive discounts.

Question 28

Do you offer a student discount?

Accepted Answer

Yes, we run our student discount through Student Beans. Sign up and verify your student status with them to get your code, then apply it at checkout.

Question 29

My discount code isn't working

Accepted Answer

Codes usually fail for one of these reasons: Only one code can be used per order, and codes can't be combined with bundles or sale prices. The code has expired or your basket hasn't reached the minimum spend. Some codes are for first orders or specific products only.

Question 30

My payment failed or I think I've been charged twice

Accepted Answer

A failed attempt can leave a temporary authorisation hold on your account. It isn't a real charge and it drops off within a few working days. If two full payments are still showing after that, send us both amounts and dates and we'll investigate and refund any duplicate.

Question 31

How do I manage or cancel my subscription?

Accepted Answer

Log in to your account and open your subscription to change the flavour, delivery frequency, address or payment card, or to cancel. Make any change at least 48 hours before your next billing date so it applies to that order. If you're stuck, message us with the email address on the account and we'll handle it for you.

Question 32

How do I stop your marketing emails?

Accepted Answer

Use the unsubscribe link at the bottom of any of our emails, or ask us below and we'll remove you. You'll still get order and delivery emails for anything you've bought.

Question 33

How do I make the SLIM Meal Replacement?

Accepted Answer

It takes about 15 seconds: Add 250 to 300ml of water, or the milk of your choice, to your shaker bottle. Add 34g of powder, that's 2.5 to 3 scoops. Shake for 5 to 15 seconds and enjoy.

Question 34

What's the difference between SLIM Meal Replacement and Fat Burning Protein Powder?

Accepted Answer

Our SLIM Meal Replacement range can replace up to 2 meals per day because it contains 22 vitamins and minerals, protein and carbohydrates. Specifically designed to help you lose weight faster and have a delicious, filling meal in no time. Fat Burning Protein Powder isn't a meal replacement, it's a high-protein shake created for those who train or exercise. With 25g+ of protein in every shake to build muscle and aid recovery, while also helping to boost metabolism and support fat loss.

Question 35

Shall I add water or milk?

Accepted Answer

It's personal preference. Our products taste delicious and creamy when mixed with just water. If you prefer, add any milk of your choice for extra protein and a richer flavour.

Question 36

Where's my scoop?

Accepted Answer

Every jar of SLIM Meal Replacement comes with a scoop, we promise. It sometimes goes on a little adventure during transit and hides in the powder. Grab a big spoon and have a quick dig, it's in there waiting to be found. The only exception is our Vegan SLIM Meal Replacement range, which does not include a scoop. This is part of our commitment to making the range more sustainable and reducing single-use plastic.

Question 37

The flavour I want is out of stock, what can I do?

Accepted Answer

Some of our most popular flavours sell out quickly because they're in such high demand. We only use premium, high-quality ingredients, which means we sometimes need extra time to restock. If the one you're after isn't available right now, don't worry, we're always restocking and it will be back soon. Subscribe to our emails and we'll let you know the moment it's back.

Question 38

Where's my shaker?

Accepted Answer

Our shakers are sold separately and the free shaker is not a continuous promotion. If you'd like one, you'll need to add it to your basket, otherwise it won't be included in your order.

Question 39

Are your capsules safe?

Accepted Answer

Yes! All of our capsules, including our Self-Tanning Capsules, are compliant with UK and EU food, health and safety regulations. They are non-GMO, carefully formulated and produced in facilities that meet the highest quality standards. Each product goes through years of development before launch. We never release anything we aren't 100% confident in.

Question 40

Can capsules cure my skin condition?

Accepted Answer

Our capsules are not medicines and are not designed to cure skin conditions. That said, many customers have shared positive results, including improvements in skin texture, reduced dryness and flakiness, and a healthier-looking glow. Since results vary from person to person, we cannot make medical claims. For the most authentic insights, we recommend reading the reviews on each product page, where customers openly share their experiences.

Question 41

Can I take capsules with other supplements?

Accepted Answer

Yes, our capsules are designed to be compatible with each other, so it's perfectly fine to include more than one product in your routine. However, if you're taking prescribed medication or other supplements from outside our range, we recommend checking with your GP or pharmacist before combining them, just to make sure everything is right for you.

Question 42

How long do capsules take to work?

Accepted Answer

Results vary depending on the product and the individual, but most customers start to notice visible results within 2 to 3 weeks of consistent use. For best results, take the capsules daily as directed on the packaging.

Question 43

How should I store capsules?

Accepted Answer

Store capsules in a cool, dry place away from direct sunlight and out of reach of children. Always keep the lid tightly closed after use to maintain freshness.

Question 44

How do I take the Fat Burner day and night capsules?

Accepted Answer

Follow the dosage printed on the label of each product. Day and night capsules have different instructions and shouldn't be doubled up. Never exceed the stated daily dose, and don't take a supplement on an empty stomach if it doesn't agree with you.

Question 45

Can I use SLIM and the Fat Burner range together?

Accepted Answer

Yes, they're designed to work alongside each other. Stick to the stated dose on each product and keep an eye on your total caffeine for the day.

Question 46

How much Collagen should I take?

Accepted Answer

Take the daily serving shown on the tub, mixed into water, coffee or a smoothie. Collagen works best consistently, so make it part of your daily routine.

Question 47

Is it normal for my Clear Whey to be foamy?

Accepted Answer

Completely normal. Clear Whey is a hydrolysed protein, so it naturally foams when shaken. Let it settle for a minute, or leave it in the fridge, and it clears.

Question 48

My powder looks clumpy

Accepted Answer

Our powders are free from heavy anti-caking agents, so warmth and movement in transit create small clumps. Give the tub a good shake and mix as usual, it doesn't affect quality.

Question 49

How should I store my powder and how long does it keep?

Accepted Answer

Keep it sealed in a cool, dry place out of direct sunlight, and don't store it in the fridge or anywhere damp. The best-before date is printed on the base of the tub or the pouch seal.

Question 50

Can I recycle the packaging?

Accepted Answer

Yes, please check the label on your product for the specific recycling instructions for that tub, pouch or box, as they differ across the range.

Question 51

Are your products safe?

Accepted Answer

Yes, all of our products are produced in the UK in facilities that meet strict food safety and quality standards. Every ingredient comes from trusted suppliers, and each batch undergoes rigorous testing and quality control before it reaches you. This ensures our products are not only safe, but consistently high in quality and compliant with all UK and EU food safety regulations.

Question 52

Are your products suitable for men?

Accepted Answer

Absolutely. Our products are designed for anyone looking to support their health, fitness or weight management goals, men and women alike.

Question 53

Are your products suitable with medication?

Accepted Answer

Our products are designed to be safe and effective for most people. However, we cannot provide advice on medical conditions or interactions with medication. If you're currently taking prescribed medication or managing a health condition, we recommend checking with your GP, pharmacist or healthcare professional. They'll be able to give you personal guidance to make sure our products fit in smoothly with your routine. The same applies if you're pregnant or breastfeeding, please speak to your GP or midwife first.

Question 54

Where can I find the full ingredients list?

Accepted Answer

Every ingredient, allergen and nutritional value is listed in full on each product page. Please read it before ordering, especially if you have an allergy.

Question 55

Is it suitable for my allergy?

Accepted Answer

Allergen information, including nuts, milk and soya, is declared on the product page and on the pack. If an allergen isn't listed there, it isn't a declared ingredient. If you have a serious allergy, please read the label in full and speak to your doctor before trying anything new. We can't assess individual suitability for you.

Question 56

Do you have vegan and vegetarian options?

Accepted Answer

Yes. Look for the vegan and vegetarian markers on the product page, they're clearly flagged on the products they apply to.

Question 57

Are your products gluten free?

Accepted Answer

Gluten information is declared on each product page. Please check the specific product you're interested in, as it varies across the range.

Question 58

What do you use to sweeten your products?

Accepted Answer

Sweeteners are listed in the ingredients on every product page, along with the sugar content per serving, so you can see exactly what's in your shake.

Question 59

I've felt unwell after taking a product

Accepted Answer

Please stop taking it and speak to a medical professional if you're worried, your health comes first. Then get in touch with your order number, the product, the batch code and what you experienced. A member of our team will review it personally.

Question 60

How do I contact customer support?

Accepted Answer

The quickest way to get help is the message form at the bottom of this page, most questions can be answered straight away from the answers above. To speed things up, please include your order number, full name and delivery address in your first message. We don't offer phone support. This helps us keep prices low and ensures our team can focus on providing fast, efficient help online.

Question 61

When will I get a reply from customer support?

Accepted Answer

We aim to respond within 1 to 2 working days. Please only send one message per query, as duplicate emails may slow down response times.

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