FAQs
Where is my order?
Your order will have been dispatched by your selected delivery supplier, your order is regularly subject to routine checks by HM Customs and the like therefore we ask that you allow 10 working days for delivery to the UK, 14 days for Europe and 21 days for the Rest of the World before contacting us on the whereabouts of your order.
In the unlikely and unfortunate event that your order is still not received within this timeframe please contact us at customercare@healthspan.co.uk and we will arrange for a replacement as soon as possible.
How do I cancel or amend my order?
All orders will be dispatched within 24 hours by your selected delivery supplier (all orders placed on Fridays, weekends and public holidays dispatched within 24 hours after the next working day). If for any reason you wish to cancel or make a change to your order we advise that you contact our call center immediately on 0800 73 123 77 (Open from 9am to 6pm, 7 days a week) we cannot guarantee that your order can always be cancelled or changed before it is dispatched.
If you have placed an order in error and we cannot stop it being dispatched, we will of course arrange a free-return and refund for any unwanted product(s).
How do I reset my password?
With so many passwords to remember online, it is easy to forget which one to use for which site.
If you've forgotten your password for our site:
Click this link: Forgotten password
- Enter your email address
- Check your email for instructions on how to securely reset your password
- Please note, there is sometimes a short delay between requesting a password and it arriving in your inbox and the request can sometimes go into your junk/spam folder.
If you continue to have problems, please call us on 0800 73 123 77.
How do I change my contact details?
Once logged in you can amend your contact details. Click on "Welcome - My Account" at the top of the page:
This will take you to your account page, from here click on "My name & email", you can change your name, email address.
If you want to change your billing address and delivery address(es) click on "My address book".
How do I return an item?
We're sure you'll love your products but if you're not happy for any reason, we offer a FREE Return.
UK orders can be returned for FREE for a refund of the price paid for the product. Please note that returns must be made within 30 days of purchasing and can only be accepted if the products are unopened, undamaged and in their original packaging.
To return a product, please contact our customer service team on FREEPHONE 0800 73 123 77 or email customercare@healthspan.co.uk and they will email you a Returns form and a FREEPOST returns label. Healthspan Elite customers please contact us on FREEPHONE 0800 80 30 123 or email customercare@healthspanelite.co.uk. We will process refunds via the original payment method within 10 Working Days of receipt of the returned product.
Lost or damaged parcels
If you have any lost or missing products from your order then please contact our customer service team. Lost parcels must be reported within 30 days of the despatch date and we will not be liable for any loss should you fail to do this.We take great care to ensure your items reach you in good condition. However, if you are unfortunate enough to receive a damaged item, please contact our customer service team with details of the damage and we will happily refund or replace it once the fault or damage is agreed.
Please note that products advertised as 'short dated' and discounted cannot be returned unless damaged.