Shipping policy
Shipping & Delivery Policy
This policy explains how Vitaluxe Labs dispatches and delivers orders placed on vitaluxelabs.co.uk.
All our products are supplied for laboratory research use only. They are not for human or veterinary use.
1. Where we deliver
We deliver to addresses in Great Britain only. We don't currently deliver to Northern Ireland or anywhere outside Great Britain. If an order with a Northern Ireland address is placed, we'll cancel it and refund you in full.
2. Delivery service and charges
- We send every order by Royal Mail Tracked 48.
- Delivery to Great Britain costs £3.99
- Free delivery to Great Britain on orders of £55 or more (after discounts). Free delivery can be used alongside one other discount; see section 20 of our Terms of service.
The delivery charge for your order is shown at checkout before you pay.
3. Dispatch
We usually dispatch orders within 1–2 working days of receiving payment. Working days are Monday to Friday, excluding UK bank holidays. Orders placed at a weekend or on a bank holiday are processed from the next working day.
Dispatch can occasionally take longer, for example if an item is out of stock or an order needs to be checked. If your order will be significantly delayed, we'll email you.
4. Delivery times
Royal Mail Tracked 48 usually arrives 2–3 working days after dispatch. Delivery times are estimates from Royal Mail and are not guaranteed.
5. Tracking
Every order is tracked. We'll email you the tracking details once your order has been dispatched. The tracking may take a little while to show updates after the parcel has been handed to Royal Mail.
6. Delays
Delays can sometimes happen for reasons outside our control, such as postal disruption, severe weather, industrial action or busy seasonal periods. If your parcel is taking longer than expected, please check your tracking first and then contact us.
7. Lost parcels
If your tracking hasn't updated, or your parcel hasn't arrived within 7 working days of dispatch, please email us with your order number. We'll check with Royal Mail and then send you a replacement or refund you.
If your tracking shows the parcel as delivered but you can't find it, please check with neighbours and around your property first, then contact us. We may ask you for a few details so that we can raise it with Royal Mail.
8. Damaged, faulty or incorrect items
Please check your parcel when it arrives. If an item arrives damaged, leaking, with a broken seal, or isn't what you ordered, please email us as soon as you can, ideally within 48 hours of delivery. Include:
- your order number;
- photos of the item and its label;
- photos of the packaging.
This helps us put things right and claim from Royal Mail. It doesn't limit your legal rights. For full details of returns, refunds and cancellations, please see our Refund and Returns Policy at vitaluxelabs.co.uk/policies/refund-policy.
9. Delivery address
Please check that your name, delivery address and postcode are correct before you place your order. We may not be able to change the address once the order has been dispatched. If you spot a mistake, email us as soon as possible. If a parcel comes back to us because the address was incorrect or incomplete, we may ask you to pay the cost of sending it again.
10. Storage on arrival
Our vials are sealed and packed securely for transit. Once your order arrives, store each product as stated on the manufacturer COA shown on its product page.
11. Contact us
If you have any questions about shipping or delivery, please contact us:
Vitaluxe Labs is the trading name of Curtis Dodds, a sole trader. 6 Roseberry Place, Skelton, TS12 2GQ. vitaluxe@vitaluxelabs.co.uk
We reply within 24 hours, Monday to Friday. Please include your order number if your question is about an existing order.
Nothing in this policy affects your statutory rights under UK consumer law.
