Delivery & Returns
Standard delivery is £3.99.
Delivery and returns are free on orders over £40.
We aim to complete all deliveries within 5-7 working days of placing an order, you will receive a confirmation email once we have received your order and a second email to inform you that your order has been despatched.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue to operate as normal.
Cancelling an order
We understand you may want to cancel your order after placing it. Please communicate with us as soon as you know you would like to cancel the order by emailing firstname.lastname@example.org quoting your order number. If you have already received an email from us informing you the order has been despatched, we cannot cover the cost of returning the order.
We reserve the right to change this Returns Policy at any time.
Unwanted/unneeded item received
When you receive your item, you must check it as soon as possible following receipt and always before use. Your right is to change your mind. We've all done it, ordered something, and then realised later that it is no longer needed. You have 30 days to return your order under our 30 day return period policy, which starts on the day you received the item. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it e.g. please ensure that any security seals or tags are still intact. We cannot cover the cost of returning orders that are no longer required unless the item being returned is faulty or damaged.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common, and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 30 days from the day on which you received the item. We will cover the cost of returning any wrongly delivered items.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us at email@example.com. We will require a picture showing the damage and then, once confirmed, we will organise a refund or replacement at no cost to you.
Item not received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06. What to do to return your item to us Contact us through your account via our online message centre or email us on firstname.lastname@example.org . You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to. Please package the item securely and include inside the package your order number, name, and address. Please obtain a proof of postage from the Post Office when you send your item to us. Without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
What we'll do next
Returns are processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card account used to purchase the item to the amount of the item being returned.
Return of replacement goods
If an item you ordered was found to be faulty or damaged and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
Cost of returning items
Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for any items found to be in good working order that are no longer required. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Clothing Returns Policy
We offer free UK returns on all clothing items purchased at Next Level Nutrition if the item is faulty. If you no longer require the item or would like to exchange it, we cannot cover the cost of the postage. The exception to this is; if your original order was over £40, in which case, all clothing returns are free.
Please ensure that when you receive an item that you take reasonable care of it when trying it on and placing it in the packaging for return. You have 30 days from the date of receiving your order to initiate a return. To start the return process, please email email@example.com including your order number and the item you wish to return.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.
Please contact our customer service representatives via firstname.lastname@example.org.