Coronavirus (COVID-19) Customer Notice

Delivery of your parcel.

Due to the current situation, there are significant impacts on our ability to maintain all our usual service levels. However, Royal mail is still operating as normal, and have a lot of emergency measures in place to ensure that their services will continue throughout the crisis.

If your goods do not arrive within our typical time frame we ask you to please be patient as the Royal Mail team are doing their upmost to deliver goods to you during this time.

There are changes to any signed for delivery - parcels will be placed on your door before they ring the bell and the delivery person will stand back ready for you to answer. If you are not at home you will be left a card with instructions on how to arrange re-delivery. You will no longer be asked to physically sign for the parcel, but you will be asked for your name which the delivery person will enter into the handheld device on your behalf.

Receiving your parcel.

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). From experience with other coronaviruses, we know that these types of virus don't survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Stay Safe Love Wellness Factory 

Royal Mail Shipping

UK Delivery Options

Delivery Method Price
 Royal Mail 48 Hour (non-tracked) £2.99 
Royal Mail 24 Hour (tracked) £3.99
Royal Mail Special Delivery before 1pm £7.99
Royal Mail Saturday before 1pm £9.99 
Royal Mail Saturday before 1pm £9.99 

 

Royal Mail Special Delivery only applies if the order is placed before 2pm Thursday – all orders placed after 2pm on Friday will be processed the following Monday.

Orders must be placed before 2pm on Friday to qualify for Royal Mail Saturday before 1pm.

International Delivery Options 

Shipping Zone Price
 Europe £14.99
World Zone 1 £14.99
World Zone 2 £17.99
World Zone 3 £29.99

International Delivery Zones | Wellness Hub

Subscriptions

All subscription orders will be sent from the date of purchase on a Royal 48 Hour Signed for Service. The postal fees will be charged in addition to your purchase price unless your reoccurring order is above £50 therefore you qualify for free shipping.

Refunds And Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@wellness-factory.co.uk . If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


You can always contact us for any return question at hello@wellness-factory.co.uk

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.