Frequently Asked Questions
Here are some frequently asked questions regarding ordering from our website:
Q. What are your office hours of business?
Monday to Friday, 9am to 5.30pm. (There is usually someone in the office answering phones up till 6pm.)
Q. How secure is healthy.co.uk regarding payment card information?
Your card payment information is never saved, even temporarily, on our servers. This means that your account security and our website security are NOT protecting payment information because it is simply not there. Instead, we use a third-party payment gateway called Realex Payments, so when you pay you are actually on Realex Payments’ website and not ours. Realex’s security is at highest level it can be (PCI DSS Version 3.2), and even we as vendors never have access to your full card details. (That said, we always keep our own website software fully up-to-date and use SSL EV protection throughout our site for added security.)
Q. My payment keeps getting rejected and yet I know the card is good! What can I do?
Cards do not need necessarily to be blocked to get rejected, sometimes payment is rejected simply because the card company’s security software notices that you are not following your usual spending pattern: maybe you do not usually making payments in the UK, or maybe the name or billing details entered are slightly different from those on your card statements. So the best thing to do when faced with a card payment rejection is to first check the card name and billing address have entered. If the card still gets rejected, try a different card. If that does not work either, we suggest you ring up your card company and explain that you wish to make this payment and for them to authorise it. And please always bear in mind that because we use a third-party payment system, it is not our website that is rejecting your payment but Realex Payments (a division of globalpayments).
Q. Why does your website say so little about your products?
No unauthorised medical claims can be made by EU websites for food supplements, and so we do not make them. Even claims to practitioners are now outlawed unless specifically authorised. As a result, the product information on our website can appear a little concise. However, if we can, we will try to point you in the right direction for more detailed information.
Q. If I order today how soon will I receive my products?
We usually dispatch orders within 1 business day of receiving them. If for any reason there will be a delay in dispatch, we will email you. (This delay might be because you are ordering a product that we need to special order because we do not usually stock it, which generally involves the extended PRL Practitioner range.) How soon your order will be delivered will obviously depend on the delivery address. Generally, UK orders are sent by Royal Mail signed for or by courier (depending on value and weight), and delivery usually takes a few days. EU orders tend to take up to a week to arrive, but often sooner. And orders being sent to countries outside the EU can take a few weeks, often because they can be held up by your country’s Customs. We have no control over Customs, but if an order is eventually confirmed lost, we will of course either send out a replacement or refund you your money. This policy of replacement or refund for lost orders obviously applies to UK and EU orders as well. For more on delivery and shipping, visit: https://www.healthy.co.uk/delivery.
Q. Where are your terms and conditions?
You can find our T&Cs here: https://www.healthy.co.uk/terms
Q. What is your returns policy?
You can find our Returns Policy here: https://www.healthy.co.uk/returns
Q. Are you VAT registered and, if so, what is your VAT number?
We are VAT registered and our number is: GB 657 0853 16
Q. What is your company number?
We have never actually been asked for this by a customer so it probably does not belong in the FAQ, but for completeness it is: 3021687. We are a private limited company.
Q. How long has The Really Healthy Company Ltd. been in business?
We are an established company originally founded back in February 1995 by two people very much focused on a natural health lifestyle and distributing green foods in the UK. And our website healthy.co.uk has been up since 1997! (Although you will be pleased to hear that it has been updated quite a few times since 🙂