DELIVERY INFORMATION

UK orders

All of our orders are sent via a reliable, tracked courier service, and you will receive tracking details on dispatch. All parcels sent by DHL will require a signature on delivery. To ensure a safe delivery we are unable to leave parcels in a safe place, however DHL will be able to leave parcels with a neighbour. This can be nominated through your tracking email. We offer free Economy delivery for mainland (non-chilled) UK orders over £49 (see exemptions below).

Economy, Free and Standard Tracked are all dispatched within 1-5 working days, with an average dispatch time of 2 working days. Standard, Express and Chilled options are delivered with DHL 24 or Evri24. Most Economy/Free services are delivered by Evri, although some are sent with other couriers, depending on order value and parcel weight.

With the Express delivery option, we’ll dispatch what we can within 1-2 working days and send any out-of-stock items on to follow. We’ll contact you if we’re unable to dispatch the bulk of your order on time. Please note there is a 12 midday deadline for placing Express orders. Orders placed after midday or at the weekend or on a Bank Holiday will be processed the following working day.

Please note our couriers do not operate at weekends or on Bank Holidays, as a rule, although occasionally parcels may arrive at the weekend. Please note exemptions to the above time scales and free delivery apply to orders sent to ‘Highlands & Islands’ postcodes, which may take an extra few days to arrive. We offer free delivery for these addresses over £100. Please note there is a different threshold for orders containing chilled items.

The threshold of Free delivery is excluding delivery charges. It must be made up of the cost of items.

Very occasionally if a product is unexpectedly unavailable following an order, we will refund you for the outstanding product(s) but unfortunately are unable to offer a refund of your delivery fee unless nothing you ordered is sent.

The weight limit for parcels is up to 30kg. We are more than happy to split parcels into two, but unfortunately this does require an additional postage charge. Please email us before placing an order if you require this.

Please note we are unable to deliver to Evri lockers.

Please note that although couriers often indicate an estimated time slot for delivery on their tracking pages, delivery attempts may take place outside these time windows. If concerned you may miss the delivery, please indicate a preferred neighbour or safe place where parcels can be left in your absence - this can be done using the 'Special Delivery Instructions' box at checkout.

International orders

We deliver to over 100 countries worldwide. We aim to dispatch orders within 3-5 working days, and the transit time thereafter varies depending on the country. European orders are delivered by DHL International and their European partner GLS, while orders beyond Europe are delivered by DHL.

We have temporarily decided to halt deliveries to the European Union, due to delays and complications caused by Brexit, but we hope to resume this service as soon as we can.

Charges may be due once your order reaches the delivery destination. Please note that this is dependent on individual countries’ rules, and it is the customer’s responsibility to be informed of these and to pay them. Please note that if officials in the destination country bar a package you have ordered from entering their territory, we will not be able to offer a refund unless the goods are returned to us in unopened, resellable condition within 45 days of dispatch.

Packaging

It is our mission to drastically reduce our carbon footprint by operating in the most eco-friendly way possible. We re-use boxes, and those that can't be used to transport goods are turned into eco-friendly packaging. We use recycled paper, cardboard and paper tape, and no longer purchase plastic tape, bubble wrap or cling film; we will however occasionally re-use any that is sent to us.

Chilled Delivery

Our chilled delivery costs £5.95, this is due to the additional special care that is required for chilled deliveries. We offer free delivery on chilled orders over £59. All orders are dispatched with a fast-track courier service. All products will be sent in appropriate packaging to ensure items are kept at the correct temperature during transit (max 48 hours). Orders containing chilled goods are dispatched Monday to Thursday. We do not send these on Fridays as our couriers don't usually work at weekends and we want to ensure they arrive with you fresh.

We operate a return and reuse policy with our chilled packaging. Please ensure you retain your chilled gel packs and chilled envelopes. Once you have made 8 chilled orders, please contact us and we will send you a returns label to return the chilled packaging back to us. The packaging will be disinfected and reused to minimise the environmental impact. We will always strive to deliver orders in a timely manner, however it is your obligation to supply a full and accurate address for delivery and to ensure there is someone present to accept the parcel and ensure the products are chilled immediately upon receipt. You absolve us of any liability for the condition of the products when there is a delivery problem due to an incomplete or inaccurate delivery address having been provided, or if the courier is unable to leave the order at the address provided, regardless of any instructions provided. You also acknowledge it is up to you to scrutinise all products received for any indication of not being fit to consume, and to let us know of any problems within 24 hours of receipt.

We highly recommend that you ensure someone will be present to take delivery of your order at the delivery address supplied. We will always email you with tracking details, to help you plan receipt of your parcel. If no one is present at the time of delivery, you assent to your order being returned to the courier’s depot to await redelivery. This may mean that goods are not kept at optimum temperature, although our ice packs are great at keeping orders chilled for a few days. Please note that couriers are not currently required to obtain a signature, and may leave chilled orders even if nobody is present to take delivery. Although they will always endeavour to leave the parcel in the safest possible location, occasionally, in the absence of a secure place, it may be left somewhere visible to passers-by. Please note that we are not liable for parcels which go missing in these circumstances.

The 14-day ‘cooling off’ period for products stored at an ambient temperature, during which you have the legal right to return unopened items for a refund, does not apply to chilled products. By purchasing from us you acknowledge and accept that your order may be held up on its way to you and that this may involve the goods being transported or stored in circumstances where they are not chilled as per the manufacturer’s guidelines, and you accept they are safe for those periods of time they are not stored below the recommended temperature.

Please note we may split chilled orders if something is out of stock or delayed.

About Healthy Supplies

Healthy Supplies is a small company based in West Sussex, near Brighton. Limited company reg. 6960233. Vat No. 976016309. Our address is: Healthy Supplies Ltd, 35 Chartwell Road, Lancing BN15 8TU.