equicure

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[18:00pm - 7th October 2022 ] - New Delivery Arrangements Finalised:

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Having trialled new delivery arrangements for around 4 weeks, we have opted to move all of our deliveries to the new system. This will allow us to to despatch most items daily, and potentially over the weekend to minimise delays.

 

As part of this, we have opted to move to a single delivery option which will remain FREE for all UK postcodes, and should provide delivery within 1-2 working days from despatch. Some more remote locations may take longer, but we will process and deliver all orders as quickly as possible. 

 

We will no longer be offering an Express Delivery option, as we hope the standard delivery will prove as efficient as possible in the current climate.  

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We have no plans to resume regular international shipment at this time.

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Full details are reflected below, and as always, any feedback is welcomed. 

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[13:00pm - 3rd February 2021] - International Posting Suspended:

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We have made the difficult decision to temporarily suspend international orders. This is due to apparent issues in the handling of consignments and lengthy delivery delays as a result of Brexit and/or COVID-19.

 

We will leave this restriction in place until we are happy that these issues are resolved, and consignments will not be subject to such delays. 

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For delayed orders that have been placed and sent since 1st January 2021, please bear with our delivery partners while they resolve the issues in question. If you have any queries in relation to a delayed order that cannot be resolved by courier tracking, please get in touch and we will do our best to assist.

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Thank you for your continued custom and patience at this difficult time.

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DELIVERY

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• We aim to despatch daily Monday-Friday, and of a weekend where possible.

• Our new system will not always allow for same day despatch, so we have no fixed daily cut off.

• We use various Courier Services alongside Royal Mail depending on delivery location. We cannot select a specific delivery partner for any order. 

• We aim to despatch all orders within 1 working day of receipt unless otherwise stated.

• Orders placed over a weekend or during a national bank holiday may be posted on the next working day.

• There may be times when we are closed for the purposes of posting. This will be announced in the header of our website, and orders during these times will be posted as advised. 

• All supplements are despatched in tamper-proof packaging. Orders are packaged in a suitable cardboard box (tubs and bottles) or padded envelope (refill bags). 

• Due to many of our items being too large to fit through a letter box, our delivery partners may require that someone is available to accept delivery.

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DELIVERY CHARGES

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UK Mainland:

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We offer free Standard Delivery on all UK Mainland orders (1-2 working days from the day of posting). 

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Europe: (Temporarily Suspended Until Further Notice)

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We offer standard delivery to Europe via a courier service for £14.95 per order. 

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Following Royal Mail guidelines, the following destinations fall under Europe for the purpose of delivery:  

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• Albania, Andorra, Armenia, Austria (EU), Azerbaijan, Azores (EU), Balearic Islands (EU), Belarus, Belgium (EU), Bosnia Herzegovina, Bulgaria (EU), Canary Islands, Corsica (EU), Croatia (EU), Cyprus (EU), Czech Republic (EU), Denmark (EU), Estonia (EU), Faroe Islands, Finland (EU), France (EU), Georgia, Germany (EU), Gibraltar (EU), Greece (EU), Greenland, Hungary (EU), Iceland, Irish Republic (EU), Italy (EU), Kazakhstan, Kosovo, Kyrgyzstan, Latvia (EU), Liechtenstein, Lithuania (EU), Luxembourg (EU), Macedonia, Madeira (EU), Malta (EU), Moldova, Monaco (EU), Montenegro, Netherlands (EU), Norway, Poland (EU), Portugal (EU), Romania (EU), Russia, San Marino, Serbia, Slovakia (EU), Slovenia (EU), Spain (EU), Sweden (EU), Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan and Vatican City State. 

Worldwide: (Temporarily Suspended Until Further Notice)

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We currently offer standard delivery to the following countries via a courier service for £24.95 per order:

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• Australia, Canada, New Zealand and United States

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RETURNS AND REFUNDS

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We hope that you will be pleased with your purchases from us, however, there may be occasions when you will need to return items to us.

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Items damaged in transit:

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If any items were damaged in transit, we ask that you report this to us within 48 hours from receipt of your order. Please contact us to discuss the best course of action. 

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Items received incorrectly:

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If any items are received incorrectly, we ask that you report this to us within 48 hours from receipt of your order. Please contact us to discuss the best course of action.  

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If you change your mind:

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If you have simply changed your mind about any product ordered from us and you wish to return it, then in line with the Consumer Contracts Regulations (CCR) you can do so provided you inform us of your decision within 14 working days of receipt.

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The item must not be used and must be 'as new' in its original retail packaging when returned to us. Once you've informed us that you wish to return goods under the CCR, you have 14 calendar days to do so, at your own expense.

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Once the item is received, we'll issue a full refund for the product to your original payment method, including the cost of standard delivery (delivery upgrade charges will not be refunded).  

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You can request a return using our easy to use online support form, which is accessed via the contact us section of the website. We ask that you provide full details of the reason for returning the item. Before filling this form in, we would ask that you read the rest of this page.

 

All Returns:

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For a full refund to be made, all returned items must be in a 'Saleable' condition. For example, an item being returned as not required should still be in its original packaging and any sealed containers should still be sealed with all wrappings still intact. Goods being returned as not required should not have been used. The original packaging materials should be used to protect the item from any damage during return transit, as any damage occurring during return transit caused by inadequate packaging will result in a charge being deducted from any refund due, to the value of correcting said damage.

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Please follow these steps to ensure your return is dealt with swiftly:

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Step 1: Please ensure that the item is unused, in its original condition and you contact us within 14 calendar days of delivery. Please note that no refund/replacement can be issued if the item has been used in any way. The item should be returned in the same condition in which it was delivered, including all accessories and wrappings/seals intact. 

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Step 2: If the item is as stated above (in pristine condition), then kindly email us using our online support form with a brief description of why you would like to return the item, and confirm that the item is in the condition described above. This email should contain the full name and delivery address of the person who placed the original order. 

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Step 3: Once we have processed your return, you will receive details on how to return the item for replacement/refund. Please follow all the steps to ensure your return is dealt with effectively. When sending your product(s) back to us, it is crucial that you place the items back in their original packaging. Please note that the packaging must be sealed to avoid any damage.

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Step 4: Once your item is received back and the necessary checks have been done, we will email you to update you regarding the refund/replacement to be issued.

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Important Information:

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• Where we are not at fault, you will be responsible for all return charges.

• If the error is on our part e.g. wrong item dispatched, we will be responsible for all delivery and return charges.

• Items must be returned back sealed and unused.

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