Delivery and Returns
Our Promise to You
Here at Supplementals we have one primary aim: to offer you the products you want, at the best possible price, with exceptional customer service. We take pride in being able to monitor every order from the moment we receive it to the moment it reaches you, and we negotiate the best prices and pass them onto our customers. If you have any suggestions or comments please email us at support@supplementals.co.uk
Making a Purchase
Making a purchase couldn't be easier. Just browse our store and click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, click on "Checkout" and you will be asked for the few details that we need to be able to satisfy the order. We try to ensure that all items on the website are in stock although inevitably sometimes we do run out of stock of some items. When we sell out of a product we will either remove it from the website or mark it on the website as "out of stock". If in the exceptional circumstance that we take your order for an item, but run out of stock prior to your order being dispatched, we will backorder for you. We will endeavour to email you with the option to cancel your order if you would rather not wait. We trade in sterling (GBP). Any figures shown on the website in other currencies are for guidance only. Check with your card issuer for their rates and fees for international transactions. Cards keyed online are automatically debited at the time of purchase.
Purchase Online via the Website
We accept all major credit and debit cards, as well as payments via PayPal. We currently offer credit and debit card services by (Add our payment Company that we use through Shopify), a world leader in payment providers, giving you the peace of mind to shop securely. All our payment gateways offer a secure method of payment, and each has their own secure webpage when entering your card details. You can verify this by ensuring the page you are on is preceded with https://.
Purchase via Telephone
We no longer take card details and process your order over the phone. This is due to us now requiring all payments to go through the New PSD2 3D secure gateway, and we cannot perform these checks when processing orders manually. We can process your order over the phone, but will then send you an email for you to complete the payment online, either using your mobile phone, tablet device or computer. All your order details and address will already be populated, and you will just need to enter your card details to finalise the order.
Shipping and Handling
Postage and Packaging for delivery are charged at as near to the actual cost for ourselves as possible. We do not aim to profiteer from postage and try to keep these costs to a minimum. The website knows the weight of your order and the shipping destination. Please choose a shipping option appropriate to your order.
All packages sent from Supplementals are sent via a 'Tracked' service. This is for insurance purposes for us and our customers.
We use Royal Mail recorded delivery service for orders in the UK, in order to get the best combination of service and value for money for our customers. International orders are shipped via Royal Mail International Signed for Service.
The prices for Postage and Packaging are as follows:-
UK
Royal Mail Tracked 48 / Royal Mail Special Delivery
You have a choice of selecting Royal Mail Tracked 48 (2-3 day delivery service) or Royal Mail Special Delivery (Next Day delivery service, delivery before 1pm next day). These service times should be used as a guide only, and may take longer for remote areas of the UK.
Parcelforce
Our UK courier service is dependent on your location. For mainland UK (or what Parcel force class as Zone 1) the delivery is a next working day service, providing that the order is placed with us before 2pm. If you place your order on Friday, it will not be delivered until Monday.
For UK Isles, Scottish Highlands and Northern Ireland, the delivery is longer than 1 day, and the service estimated timeframe will be shown when you select your delivery option.
International
Please ensure that the products you purchase from us are allowed for import into your country. We will not be held responsible for items that are refused or confiscated by customs officers in your country.
We use Royal Mail International Signed for Service for smaller packages, and Parcelforce courier service for larger orders. Parcelforce will deliver to your country, and may then pass this onto your local postal service for the final local delivery, be that GLS, Laposte etc. You will be responsible for redelivery or restocking fees if the product is returned to us and is either no longer required or needs to be re-delivered. Please be aware that we are charged for any returned International post, and this can be more expensive than the original postage costs to send the item. This charge will be passed onto you if you have failed to collect, failed to arrange a re-delivery, or have entered an incorrect or undeliverable address. A restocking fee of 15% will be deducted from your refund for any returns that are received by us that are due to either non-collection or incorrect addresses. Your original postage will also not be refunded.
Special Delivery
We offer a 'Next Day' Special Delivery service for customers who wish to guarantee their delivery to be delivered before 1 pm the next working day. Your order must have been placed in our store before 1 pm to guarantee a 'next day' service. This is a service offered by Royal Mail, and working days are Monday to Friday, not including Saturdays, Sundays, and Bank or Public Holidays. We will refund your money for postage if Royal Mail is unable to deliver before 1 pm the next working day. This guarantee does not apply if Royal Mail is unable to find someone to sign for the delivery, and have to leave a "We're holding an item of mail for you" card. These are the terms stipulated by Royal Mail, and the conditions by which we offer this service.
Credit Card Security
We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using industry standard SSL encryption on the payment gateway. They are not held in clear text on our web site. We do not store credit card details nor do we share customer details with any 3rd parties. This system is approved by the UK high street banks.
Complaints Procedure
In the unlikely event that you have a complaint concerning an order through Supplementals, you can contact us by the following methods:-
You can contact us by e-mail at Support@supplementals.co.uk or by letter. We will acknowledge receipt of your email within 1 working day. A senior manager at Supplementals will personally deal with your complaint and you will be kept informed during all stages of the complaints procedure.
The address to write with your complaint to is
Customer Services
Supplementals Ltd
Unit 3 Petronne house
31 Church Street
Dagenham
London
RM10 9UR
Use of Cookies
We use technology to track the patterns of behaviour of visitors to our site. This includes using a "cookie" which is stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
Privacy Policy
Supplementals is committed to protecting your privacy.
We will only use the information that we collect about you lawfully (in accordance with the UK Data Protection Act 1998).
Information we collect about you.
We collect information about you for two reasons: firstly, to process and deliver your order and secondly, to provide you with the best possible service.
We will not supply any of your details to any third party in the future except for the purposes of debt recovery unless required by law.
The type of information we will collect about you includes your name, address, phone number, email address, goods ordered. We do not store credit card details.
We will never collect sensitive information about you without your consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you notify us of any inaccuracies we will correct the errors promptly.
Supplementals Ltd is a UK registered company, Registered Office, 3 Horton Court, Farncombe Road, Worthing, BN11 2BF, UK.
Registered in the UK Company number 15855444