Dear International Customer,
Thank you for your interest in our products. The following is important information on international orders and international shipping.
International Orders
An international order is any order delivered to an address outside the United Kingdom. As the products are leaving the United Kingdom, the 20% VAT included in all product prices on our website (excluding books) is taken off, making international orders initially tax-free and lower cost. However, when those orders reach customs at the destination country, the taxes and other charges will be added back on. (Different countries have different tax rates, so we don't know the exact amount — that would be for you to determine.)
Therefore, if you are ordering from outside the United Kingdom, you must be prepared to pay customs charges on your tax-free order when it arrives into your country. If parcels are returned to us as "unclaimed", we will only refund the products returned and not the international shipping charge.
International Shipping
International orders can be sent in two ways:
Our system is set up to charge a standard international shipping via insured and tracked international mail, which is cheaper than sending by international courier. If the actual carriage cost ends up being significantly greater than the amount charged automatically on our website, we will alert you of this issue and give you the option to pay a supplementary shipping charge, or cancel the order and receive a full refund. We will also do this if the order needs to be sent by international courier (usually when the weight is over 2kg or the value is high).
The problem with International Mail is that, if you are in certain countries, there is a higher chance that your parcel will be rejected by customers. Countries we have problems sending food supplements to include: Portugal, Bahrain, Kuwait, Qatar, Saudi Arabia, UAE and Turkey. If you are in one of these countries, we are likely to request a supplementary carriage charge to send your order via courier which has a much higher probability of not getting rejected by your customs, or offer you a full refund. Please rest assured, however, that we always send international orders with insurance and so lost or returned orders will be fully refunded.
We can also send orders by international courier, which tends to be a faster, more reliable and a more costly service. As per above, courier shipping is also required for some country destinations because of limitations and restrictions of ordinary mail sent to those countries. For example, orders to Dubai addresses that are not mailboxes needs to be sent by courier as the Dubai mail system do not deliver to non-po-box addresses, and the customs of many Middle Eastern countries such as Bahrain, Kuwait, Qatar, Saudi Arabia, UAE and Turkey have started rejecting parcels with health supplements (especially liquids) and so international couriers need to be used. Again, we will need to collect a supplementary charge to send via courier, or give you a full refund.
International Returns
If you change your mind for any reason about an order, you can send it back to us in a re-saleable condition and in the original packing for a refund. We cannot refund the shipping but we can refund the products, if they have not been opened. If the parcel being delivered to you is damaged, please reject it so we can claim on the insurance and then send you out a replacement. We handle complaints on a case-by-case basis, and we try to be fair in all our dealings. Bear in mind that international orders do carry more risk for both us as the seller and you as the buyer, because of the distances, various customs (they are a law unto themselves that we have no control over), and the high shipping costs involved.
With all that said, the vast majority of our international customers are very happy with our services and we value your interest in our products. We do pride ourselves on a very personal service.
If you have any questions or concerns regarding international orders, please do not hesitate to contact us.
Thank you,
The Really Healthy Team
