Delivery & returns

Delivery

• We deliver to addresses in the United Kingdom.
• Standard delivery costs £5.95 per order and is free when your order reaches £75.00.
• Checkout always shows the exact delivery charge and total before you pay.
• We normally dispatch paid orders within 24 hours.
• UK orders travel with DPD as a tracked delivery.
• We send your order as soon as possible after payment and, unless we agree otherwise, deliver it within 30 days at the latest.

Late, missing or damaged deliveries

• If a parcel is late, check any tracking link first, then contact us and we will chase it.
• If your order arrives damaged, faulty or wrong, tell us as soon as you can with your order number and, if possible, a photo. We will replace it or refund you, and we cover the return and replacement postage.

Your 14-day right to cancel

You can cancel an online order for any reason within 14 days after the day you, or someone you nominated, receive the goods. If your order arrives in several parcels, the 14 days start when the last one arrives.

1. Tell us before the 14 days end: email info@herbalmail.com or use our contact page. A simple message is enough, for example: “I cancel my order [order number], received on [date]. Name, address.”
2. Wait for our return address. We reply with the address to send the goods to. Please do not send parcels to our office or correspondence address unless we ask you to.
3. Send the goods back within 14 days after telling us. Unless we agreed otherwise, you pay the return postage. Use a tracked service and keep proof of postage.

Your refund. We refund the price of the goods and the standard delivery charge within 14 days after you tell us you are cancelling. We may wait until the goods are back or you show proof that you sent them. We refund to the payment method you used, at no cost to you. If goods come back used or handled more than you would need to try them, as you could in a shop, we may deduct the loss in value.

Exception. For health and hygiene reasons, this legal right does not cover sealed products that you have opened after delivery. Our 30-day money-back guarantee below still applies to them.

30-day money-back guarantee

This guarantee is in addition to your legal rights. If you are not completely satisfied with a Herbalife product, you can ask for a full refund or an exchange within 30 days of receiving it, also when the product has been opened.

• Contact us first. We send you a refund form and the address to return the products to.
• For an exchange, we reimburse your return postage.
• For a refund, we confirm the return arrangements before you send anything.

Faulty or not as described

Separately from cancelling, you have legal rights when goods are faulty, not as described or not fit for purpose. Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose; this includes a short-term right to reject faulty goods within 30 days. United Kingdom consumer law applies where it gives you mandatory rights.

Complaints

Please contact us first at info@herbalmail.com or through our contact page, with your order number. We reply to every complaint. If we cannot agree, you can get independent advice from your national consumer advice service, and you can always take the matter to court.

Who we are

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