Delivery Information

You note Free UK Delivery Over £25 on the website, are there any restrictions?

We offer Free UK Delivery to all UK addresses (except Jersey) for orders placed over £25.
Free UK Delivery is available for orders with a total order value of £25 or more (excluding any taxes or additional fees and excluding digital products e.g. gift cards or VH Addict membership).
Orders will be delivered using Royal Mail Shipping, fulfilled by Victoria Health.
For UK orders under £25, delivery is charged at a flat rate of £3.50.
This section supports the * and hyperlink on the front of the homepage and over various touchpoints.

You note you offer Next-Day UK Delivery, are there any restrictions?

Next-Day UK Delivery is applicable for orders placed before 1:00 PM (GMT) on Tuesday through Friday. Orders placed after this time will be processed on the next eligible business day and will be subject to the terms and conditions applicable to that day.
Orders placed Saturday through Monday are NOT eligible for next day and will be subject to delivery times of 48 – 72 hours if all items are in stock.
Next-Day UK Delivery does not apply to orders where 1 or more item is on pre-order. Where an item is on pre-order, it will not be available to be sent until the stock has arrived. We reserve the right to hold your complete order where lead times are short.
Next-Day UK Delivery is not available on public holidays. Orders placed on these days will be processed on the next eligible business day and will be subject to the terms and conditions applicable to that day.
Next-Day UK Delivery does not apply to remote areas including but not limited to, Channel Isles, Highlands, Scilly Isles, Isle of Wight, Isle of Man, Alderney, Sark, Herm, Lewis, Colonsay, Mull, Coll, Shetlands and Northern Island.
Please ensure that the delivery address provided is accurate and complete. We are not responsible for delays or non-delivery caused by incorrect or incomplete address information.
We strive to provide next day delivery in the specified timeframe. During busy periods (including sale), deliveries may take a little longer. Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times. We will make every effort to inform you of any such delays and provide alternative solutions. Victoria Health cannot be held liable for any parcels that are lost, stolen, or delayed outside of our control.
All deliveries can be fully tracked, and details can be found in your dispatch notification email. Should you have an issue with any of your deliveries please contact customercare@victoriahealth.com
Orders will be delivered using Royal Mail Shipping, fulfilled by Victoria Health.
This section supports the * and hyperlink on the front of the homepage and over various touchpoints.

What is the Special Delivery service?

Customers can opt for a paid for Royal Mail Special Delivery service which is displayed on the site at the checkout.
This service guarantees delivery by 1pm to more than 98% of all UK addresses.
By 1pm delivery is subject to the addressee being in to receive the letter or parcel.
Special Delivery orders can only be placed on Monday - Friday in order for them to be guaranteed next day, before 1pm. Orders placed after this time will be dispatched the next working day.
Special Delivery is not available on public holidays. Orders placed on these days will be processed on the next eligible business day and will be subject to the terms and conditions applicable to that day.
Special Delivery does not apply to remote areas including but not limited to, Channel Isles, Highlands, Scilly Isles, Isle of Wight, Isle of Man, Alderney, Sark, Herm, Lewis, Colonsay, Mull, Coll, Shetlands and Northern Island.
Please ensure that the delivery address provided is accurate and complete. We are not responsible for delays or non-delivery caused by incorrect or incomplete address information.
We strive to provide next day delivery in the specified timeframe. During busy periods (including sale), deliveries may take a little longer. Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times. We will make every effort to inform you of any such delays and provide alternative solutions. Victoria Health cannot be held liable for any parcels that are lost, stolen, or delayed outside of our control.
All deliveries can be fully tracked, and details can be found in your dispatch notification email. Should you have an issue with any of your deliveries please contact customercare@victoriahealth.com
This service is different to our regular shipping service which is Royal Mail Shipping.

Which countries do you deliver to?

Please refer to the country switcher to review the list of countries we ship to. These can be found by selecting the country flag in the top right-hand corner of the Victoria Health homepage.

Why can’t I order a specific product?

It may be that an item has limitations imposed based on the country destination. You will therefore be unable to purchase. This will be made clear to you on the site at time of purchase.

What payment methods do you offer?

This will be shown to you at the checkout and varies from country to country.

I need to change something on my order, what do I do?

Please email customercare@victoriahealth.com and they will advise and support you based on your situation and request.

What does Pre-Order mean?

That means that the items is currently out of stock and will be shipped once in stock. You are agreeing to purchase the item at this point and accept that the delivery will be at a later date. The delivery may exceed 30 days and you can and have the right to cancel this order at any point by emailing customercare@victoriahealth.com. We aim to give regular updates with realistic delivery dates for our pre-order items. By placing a pre-order you are agreeing to these Pre-order Terms and Conditions below. Our usual terms and conditions apply.

Pre-Order Overview
A pre-order secures your purchase of items not currently available for immediate delivery. Delivery timelines if noted at the time of purchase are estimates and may be subject to change.

Payment Terms
Full payment is required at the time of placing the pre-order. Prices are fixed at the time of pre-order and will not change. This includes any promotional prices or offers.

Delivery Timelines
Delays caused by circumstances beyond our control (e.g., supply chain issues) will be communicated to you promptly.

Cancellation and Refund Policy
You have the right to cancel your pre-order and request a full refund at any time before the item is dispatched. Refunds will be processed within 1-3 business days and returned via your original payment method. If your order cannot be fulfilled for any reason, you will be notified, and a full refund will be issued.

Changes to Your Order
If you wish to update your delivery address or other details, please contact us at customercare@victoriahealth.com. Changes cannot be guaranteed once the item is dispatched.

Force Majeure
We are not liable for delays or failure to fulfill orders caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, or supplier disruptions.

Your Responsibilities
Ensure your contact and delivery information is accurate at the time of placing your order and to update us if this changes ahead of your order dispatching.

What are the delivery Cost for International Orders?

You will be shown the delivery options available for your order at the checkout page depending on the items being shipped and the delivery location.

US Customers: We offer free standard shipping to the US for orders over $100 that are under 1.5kg. Orders over 1.5kg will be offered an Express option at checkout, which is a paid for service. The Express option will always be presented at the checkout regardless of your spend should you wish to have your order with you faster. The cost is a live rate and based on the weight of your shopping basket.

Can you explain how delivery works for Jersey?

As of July 1st, 2023, Jersey will impose Goods and Services Tax (GST) collections and reporting obligations on B2C ecommerce sellers and marketplaces. Following this, every consignment that enters Jersey from the UK will be liable for 5% GST, irrespective of its value. Global-e UK will therefore register and account for Jersey GST on all sales. As Global-e UK is the Merchant of Record for orders, no additional registration is required from merchants; this will all be handled by Global-e UK. GST must be included in the product price. Furthermore, UK outbound shipments to Jersey will not be charged Customs Clearance Fees (CCF). Free movement of goods between Jersey and the UK will continue, therefore shipments will not be subject to customs duties. Your invoice will note "VAT" as this is a generic term used on the template, but it is GST and will be charged at the correct amount. We offer free shipping for orders over £25 and under 2kg. Orders exceeding 2kg in total weight can still be shipped; however, they will no longer qualify for Free Shipping. The applicable shipping charges will be presented during the checkout process.

Can you explain how delivery works for EU Orders?

All orders are inclusive of local tax and duty. There will be no additional charges on arrival to the European Union (EU). Duties and taxes included in your order are non-refundable.

Should you wish to change your shipping destination and/or currency, please select the small flag in the top right-hand corner of the Victoria Health homepage.

Victoria Health work with Global-E as their international fulfilment partner. Global-E are the merchant of record for all international orders. As a result, “Global-E” will appear on your statement and not Victoria Health. For full terms, please see here: https://victoriahealth.com/content/Global-e_Terms_of_Sales_UK.pdf

Product Restrictions:

Italy and Greece

Local shipping restrictions apply.
A maximum of 3 cosmetic items (excluding supplements) can be shipped.
Orders exceeding this limit risk not clearing customs.
Solution: Place separate orders to avoid disappointment.

Spain

Food supplements cannot be shipped to Spain because they, along with all herbal products and vitamins with medical properties, require authorisation from the Spanish Drug Agency, importer permits, specific Spanish labelling, detailed composition information in Spanish, and compliance certificates.

Basket Value Restrictions:

Italy and Spain

Goods containing a cosmetic item cannot exceed a combined value of 150 euros.
Orders above this limit will not be processed.
Solution: Place separate orders to ensure compliance.

Germany and Austria

Goods with a combined value exceeding 150 euros cannot be shipped.
This restriction applies to all products, regardless of category.
Solution: Split your purchase into multiple orders if necessary.

ROW Orders

Orders Outside the UK and EU

Orders shipped to countries outside the UK and EU are sent on a DDU (Delivery Duty Unpaid) basis, with exceptions for Australia, New Zealand, Switzerland, and Norway.

Australia & New Zealand:

GST (Goods and Services Tax) will be charged at checkout by Victoria Health.
GST will be paid to the respective governments on behalf of the customer.
Note: Duties and taxes are non-refundable.

What DDU Means

If shipped on a DDU basis, you may need to pay local sales taxes and customs duties upon your order’s arrival.
These costs must be paid to release your order from customs.
You may also have the option to pay these charges upfront at the point of sale on the website.

Victoria Health cannot:

Advise on the specific amount of duties or taxes.
Accept responsibility for these costs.

Shipping Restrictions in Australia

Australian orders cannot exceed a combined basket value of AU $1,000.
Orders above this limit will not be processed.
Solution: Place separate orders if your basket value exceeds this limit to avoid disappointment.

Changing Shipping Destination or Currency

To change your shipping destination and/or currency:

Select the small flag icon in the top-right corner of the Victoria Health homepage.

Victoria Health work with Global-E as their international fulfilment partner. Global-E are the merchant of record for all international orders. As a result, “Global-E” will appear on your statement and not Victoria Health. For full terms, please see here:https://victoriahealth.com/content/Global-e_Terms_of_Sales_UK.pdf

Where is my order?

You will have tracking information on your dispatch notification. If you have selected a delivery method that does not require a delivery to be signed for and nobody is available to receive your order, the delivery company reserve the right to leave them at the doorstep, hall or reception as available. Victoria Health cannot be held responsible for delays that happen to your order in transit by our third party couriers/local customs clearance offices. This applies to Express and Standard delivery orders. Delivery times are estimates and start from the date of dispatch. We will of however support in every way that we can. If you have any questions or need further support, please email customercare@victoriahealth.com

Payment for All International Orders

You may pay with the payment methods specified at Checkout. The availability of such payment methods is dependent on your geographical location. When being charged, the descriptor you will see on your invoice shall include Global-e identified as ‘Global-e’ and will substantially look like this: **Global-e//merchant** or **Global-e//Merchant**. You will be charged by Global-e or one of its third party payment processors through the payment method you have selected at Checkout. For full terms, please see here: https://victoriahealth.com/content/Global-e_Terms_of_Sales_UK.pdf