Questions and Answers
Q? Order Status Updates?
Q? Offers?
Q? When do you ship ?
Q? Please explain the shipping options?
Q? Postage discounts do you offer any? (UK)
Q? Postage discounts international? (INTERNATIONAL)
Q? What countries do you ship to?
Q? Missing Item What happens if my order doesn't arrive or is damaged?
Q? How do i know when my item has been shipped?
Q? Returns
Q? Cancel My Order
Q? Do you accept cheques.
Q? I want to buy more than one item how can i do that
Q? Can i come pick the item up and save on the postage.
Q? I want a product that isn't listed can you help
Q? Are your vitamins new and sealed
Q? I am interested in one of your products but i have an allergy
Q? Do you offer discounts on multi orders.
Q? Price Match
Q? Is this Site Secure 3D Secure
Q? Feedback Usertrust.
Q? Registration,Account,Passwords
Q? Order Status Updates what do they mean.
PENDING: Your order has been received and is pending being processed
PROCESSING: Your order has been received and is currently being processed through our store.
DISPATCHED: Your order has been dispatched via our postal service. Delivery after dispatch is normally 3/5 days UK and 3/7* days for International Orders and up to 21days for Eastern EU.
CANCELLED: You order has been cancelled, this may because you requested to cancel your order or for another reason.
REFUNDED: You order has been refunded either fully or partially due to a customer request or your item is out of stock.
DECLINED: You order has been declined ,this is normally due to your credit or debit card being declined by your bank.
CHECK OUT FAILED: This is because the customer either entered incorrect information at checkout or failed to proceed to payment
Q?. Offers ?
A Sign up to our newsletter for our latest offers ,we also run promotions on Twitter Join the conversation today AllStarShop.
Q?. When do you ship.
A? We offers various shipping options from standard 2nd class post, recorded , to international,our aim is to ship goods out within 7 to 14 days, almost all our orders are dispatched within 7 to 14 days.
Please allow upto 28 days. Please note shipping address applies to 2nd order only
Q?. Please explain the shipping options?
A? Sellers standard rate is 2nd class post you can upgrade your shipping to 2nd class recorded.
We now offer free postage on UK orders.
We ship to the registered card holder address for all new customers, for future orders we can ship to an alternate shipping address on request.
Q? Postage discounts do you offer any? (UK)
A? If discounts on postage are offered on a product, you can tell by looking at the postage options at the bottom of the page.
Postage discounts apply to the same delivery address if no postage discount is shown , we do not combine shipping on that product.
Q? Postage discounts international? (INTERNATIONAL ONLY)
A? To get a postage discount on the international signed for option, select the signed for option. Then select the normal standard international rate, you do not need to select the international signed for option for each item just select it once.
Q? What countries do you ship to?
A: We ship to the UK and Europe.
Important information about vitamin products. Different countries have different rules on what is allowed and what isn't, as the buyer it is your responsibility to confirm that you are allowed to use these items in your country before you purchase them. You are considered the importer in this instance.
Q? What happens if my order doesn't arrive or is damaged?
A? We are sorry your item hasn't been delivered or has been damaged. As part of our customer service we will assist you with an insurance claim from the postal carrier.
Damaged items: You will need send the item back to us, once inspected we will submit a damage claim form to the mail carrrier, the mail carrier processes all claims for damage and loss.
Please Include your name, address and order number when you return your order.
We will then submit an insurance claim for damage to the mail carrier.
This is processed by their team and may take up to 30 days for UK and 60 Days for International orders.
Once approved a replacement item will be dispatched.
NON Delivered: Non Delivered items are subject to minimum wait period of 15 days for the UK and 21 days for international orders from the day of dispatch.
This allow the postal carrier the time to deliver your item ,they will not accept any claims before this date.
Please contact us after 15 days from the date of dispatch, and 21 days for International orders if your order still hasn't arrived.
You will need to confirm that your item didn't arrived.
We will send you a claim for to complete for all lost items.
As soon as you confirm the loss of your item we can assist your further.
We are unable to submit any claims for mail loss until you confirm that your order hasn't arrived.
Royal mail process the claim for loss this can take up to 30 days for UK and 60 days for international claims.
Once approved we can issue you with a replacement item.
The mail company will write to you to sign a legal declaration of non delivery which you must return to them.
Once returned the mail company processes your claim for loss and once approved we can isse you a replacement item
Please note we do not control the processing of your claim this is done by royal mail and can take up to 30 days , and upto 60 days for international orders.
If you have any further questions in relation to this process please contact us.
Q? How do i know when my item has been shipped?
A? We will send you a confirmation email to your registered email address
This email will tell you when your order was shipped.
Q? Returns
A?. Yes you can return your order for a refund with in 14 days from dispatch, purchase conditions apply*.
You must return the original items unopened and in a re-saleable condition.
Postage and packing charges are not refundable,which you agreed to when you placed your order. Returns postage costs are paid for by the customer.
Please write your name, order number ,and address on the return package.
Once recieved we will credit you with a refund.
We Highly recommend you send via a trackble means e.g. recorded delivery and or keep a copy of the certificate of posting as non reciept of your returned item will result in an insurance loss claim from royal mail which you will need to complete.
Q? I Want to cancel my order
A? Yes you can cancel your order, just message us that you want to cancel.
The following conditions apply.
1.If your order has already been shipped you will need to return the item to us which you agreed to when you placed your order as your cost.
2.Sending postage and return postage is non refundable. The cost of postage will be deducted from your order.
Q? Do you accept cheques.
A? No sorry the safest, fastest way of paying for items is by credit or debitr card this and offers both buyer and seller protection.
You will need to register a credit or debit card to buy from our store.
Q? I want to buy more than one item how can i do that ?
A? enter the number you need in the QNY Box and select continue.
Q? Can i come pick the item up and save on the postage.
A No sorry,we are a mail order only supplier.
Q? I want a product that isn't listed can you help
A? We have access to hundreds of different products so many that we cant list them all. If you need something not listed contact us.
Q? Are your vitamins new and sealed?
A? All of our vitamins products are new, some products are double sealed with outer wrappings as well as anti-tamper seals.
The expiry date on our products is normally at least one year most are two. Please note some products have date of making not expiry date.
Q? I am interested in one of your products but i have an allergy?
A? All of the vitamins contents are listed in the item listing, if you require specific makers information, for example a nut free manufactoring process, you will need to contact the makers of this product directly.
Q? Do you offer discounts on multi orders.
A? We offer 5% discont on 6 or more of the same products of the same item only. ( not mix and match)
Q? Price Match
A? /We have a price match system in place if you can find the same product+ postage, lower from a genuine business seller in the UK./EU
We will do our very best to price match this for you. Terms apply* Send us the link of the items from the seller to price match.
Q? Is this Site Secure
Yes this site is secure is uses 128 bit SSL Secure Connections when processing your secure credit card information. We use EKMSECURE and SAGEPAY to process the payment.
Q? What is 3D Secure
3D secure is like chip an pin for internet to setup 3D secure if you dont already have it go here for Mastercard and here for Visa Cards
Q?Feedback
A? We have linked to Ratepoint so you can leave feedback for our shop store. You can also leave feedback with us from our home page with Commodo User Trust.
Q?Registration,Account and Passwords
A; Customers can create an account when making an order from our store, this will allow you to checkout faster on your next vist. Creating an account makes it eaiser to track your order, and see how it is progressing through the system.If you loose your password you can reset it quickly from the home page by clicking the lost password link.
